Zomato - Sick child kept hungry

Subject: Legal Escalation – Deficiency in Service Regarding Zomato Order


I am writing to formally report a case of serious service deficiency and negligent customer support in relation to an order placed on Zomato at *:** PM on **th feb ****

The order showed an estimated delivery time of **–** minutes (delivery expected by approximately *:**–*:** PM). Within ** minutes of placing the order, I contacted support and informed them that my entire family, including my child, was unwell and requested timely delivery or intervention if delays were anticipated. I was assured the delivery would occur on time.

However, the delivery partner remained stationary and did not respond to calls. Despite repeatedly informing support that the delivery partner was not moving and requesting escalation to a human agent, the chatbot continued providing automated responses and repeatedly extended delivery timelines (*:** PM, *:** PM, *:** PM, *:** PM) instead of providing assistance.

A human agent was connected only after significant delay and immediately confirmed that the delivery partner was unresponsive, following which the order was cancelled and refunded more than one hour after placement.

As a result, my sick family was left without food after waiting for over an hour, with no reasonable opportunity to arrange an alternative meal.

This incident constitutes deficiency in service under the Consumer Protection Act, **** due to failure of timely delivery, lack of escalation support, and negligent handling despite repeated warnings.

I request:
*. A written explanation of the incident, and
*. Appropriate compensation for the inconvenience and hardship caused.