Zomato - Urgent Complaint Against Zomato Ltd for Negligent Service and Unethical Practices

I am filing a formal complaint against Zomato Ltd., a food aggregator platform, regarding their grossly negligent service and blatant refusal to address a genuine grievance.

On **/**/****, I placed an order via Zomato (Order Number: **********) from Taco Mexicana for a dish named 'Favourite Nachos'. The restaurant promptly prepared the food, adhering to the stipulated time. However, the Zomato-assigned delivery agent exhibited complete incompetence.

The delivery agent appeared inexperienced, aimlessly wandering without being able to locate my address. Worse still, he did not even bother to contact me. It was only after I contacted Zomato’s customer support that I was connected to him. Despite my repeated efforts to guide him to my location, the delivery agent remained utterly clueless and failed to understand basic directions.

Out of sheer frustration and desperation, I had to leave my home and go to the delivery agent’s location to collect the order myself. By the time I received the food, it was soggy, spoiled, and completely inedible.

When I reached out to Zomato to address this issue and requested a replacement or full refund, they shockingly refused to take any responsibility. Instead, they resorted to deflecting the blame onto the restaurant—despite the fact that the issue lay squarely with their incompetent delivery process.

Zomato charges customers both delivery fees and platform fees, promising reliable service. However, this incident demonstrates the opposite: pathetic service, disregard for customer satisfaction, and unethical business practices. Refusing a refund or replacement in such clear-cut cases amounts to outright malpractice and consumer exploitation.

This kind of irresponsible behavior and disregard for basic accountability is unacceptable. I urge the Consumer Helpline to take strict action against Zomato Ltd. for:

Failing to provide the service they charge for.
Neglecting their responsibility as a service provider.
Unjustly refusing a refund or replacement, leaving the consumer to bear the loss.
Such malpractices cannot be tolerated. I request immediate intervention to ensure justice and prevent Zomato from exploiting other consumers in a similar manner.