Zomato Faces Flak Over Service Failures, Customer Calls Experience a “Headache”
GG News Bureau
New Delhi, 5th June: Food delivery platform Zomato is once again in the spotlight for the wrong reasons after a woman publicly criticised the company over multiple service failures during a late-night order. Despite the app’s AI tools, live tracking, and chat support, the incident has raised fresh concerns about service accountability and customer experience in India’s booming online food delivery space.
Shrestha Paul, an Assistant Professor of English from Assam, took to LinkedIn to share her ordeal, calling Zomato a “headache to order from.” Paul recounted how she placed an order for two mutton biryanis from Oudh at 11:30 PM but was met with a string of frustrating mishaps. According to her post, the first delivery arrived late and with the wrong items. A complaint to customer support resulted in a coupon offer, which she dismissed as an inadequate solution.
Paul then placed a fresh order, but despite providing location details and engaging with live assistance, the delivery agent failed to reach her. “It is now 1:53 AM, nearly 2.5 hours later, and not only do we not have our food, but we’ve had to stay up, coordinate, follow up, and be disappointed twice,” she wrote.
In a sharply worded remark, she added, “Refunds do not fill a stomach, Zomato.” Concluding her post, Paul questioned the platform’s reliability, asking, “Your platform can handle peak orders, but can it handle trust?”
Zomato responded to the post, calling her experience “disappointing to hear” and asked her to share her registered mobile number in a private message so the issue could be investigated further. “Your experience truly matters to us,” the company commented.
This is not the first time Zomato has come under fire. In a previous incident, a woman named Nirupama Singh shared a video online claiming she had ordered vegetarian food but received what appeared to be a non-vegetarian dish. That post too had sparked a wave of online debate about quality control and food handling practices.
