Zomato has been in the spotlight for a rise in complaints, particularly about service mishaps and communication issues. From incorrect orders to lengthy response times, customers are increasingly voicing their frustrations on social media, where their complaints often gain visibility.
In an unexpected twist to a regular food delivery mishap, Zomato left Hyderabad student Ananya stunned – not just by sending the wrong order but by how they responded to her complaint.
Ananya, craving some chicken manchuria, used Zomato to place her order. But instead of receiving the spicy, tangy dish she had ordered, her delivery bag held chicken 65—a different flavor profile altogether. Frustrated with the mix-up, she promptly reached out to Zomato’s customer support.
Since Zomato recently introduced an AI-powered chatbot, Zia, getting direct help has become a bit more challenging. Fortunately, Ananya managed to bypass the bot and got through to a human representative, Syeda. However, after a few minutes of silence, the response she received left her even more frustrated. Syeda wrote:
“We request you to please have it… we are sure you will love it.”
For a hungry customer expecting her favorite meal, this response felt dismissive and unsatisfying. Sharing her experience on social media, Ananya received a wave of sympathy and even some laughs as others commented on how relatable delivery issues have become.
Zomato, noticing the attention her post was getting, quickly responded with a follow-up apology, this time expressing regret and a promise to make things right. Their reply stated:
“Hi Ananya, we’re truly sorry for the trouble you have faced. This is not the kind of experience we ever wanted for you. Shoot us a DM with your registered phone number/order ID, and we’ll get things sorted at the earliest.”
