Zomato
- Service not provided money refused to be refunded Closed
Rohit P filed this complaint against Zomato on Jun 30, 2019
Hello.
On **th June at **:** AM for a total amount of Rs.***.**, I placed an order from Zomato (Order # **********) to treat my friends to some biryani, while waiting for the order to arrive. I receive a message saying my order was cancelled/rejected because the agent could not reach me. That didn't seem possible since my phone was next to me all the time with good network coverage. Confused and concerned I tried reaching the customer care No. (Hyderabad: +** **** ******, India: +** *** ********) the only option available to communicate was Chat through their app where I was told the food will not be delivered further more the money that was paid will not be returned, just gives me an email address (order@zomato.com) then ends the conversation with automated scripts. Frustrated at this point, I email Zomato (below is the chain of emails that was exchanged since the day of the order till today)
Zomato not only refuses to return the money nor the food that was taken, but they are doing it in a manner that is utterly discourteous and arrogant.
Im not the first to fall prey to their unethical and disloyal policies as I found out recently, but what concerns me is how is it that our community allows this company to operate with such a complete disregard for ethics and values.
I would impose upon Zomato to courteously refund me back my money and follow policies that is for the better of the community and not for the company.
Keeping people's money in the name of "food wastage" is a shameless act.
*******************************************
Hello.
This email is in regards to the Order # **********, which was placed on **th June at **:** AM for a total amount of Rs.***.**, After placing the order from my work address, and waiting for the order to arrive. I have received a message saying my order was cancelled/rejected because the agent could not reach me. Firstly, the phone was next to me all the time with good network coverage waiting for the agent to call as has been the case numerous times before. Second, When I tried reaching the customer care No. (Hyderabad: +** **** ******, India: +** *** ********) both numbers do not work.
Now I am chatting via the app and the agent tells me he cannot initiate a refund. I am now without the food and Rs.***.** less in my account. This kind of a grievance is not acceptable, no matter the issue. Please resolve.
Thank You,
Rohit
Gagan replied
Jun **, *:**pm
Hi Rohit,
Thanks for contacting Zomato.
This is regarding your order: **********.
With regards to your concern, we had mentioned that we had changed the policies of cancellation. In this case we can't initiate the refund of your order.
Please feel free to contact us in case of any other query.
Regards,
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--
Gagan Deep
Zomato Online Ordering Team
Reach us at order@zomato.com
Rohit replied
Jun **, **:**pm
Hello Amit
As per your new policies which you failed to mention beforehand to your regular customer like myself, even If I was unresponsive for whatever the reason, you have no right to take my money and not return it in the name of food wastage.. since you refuse to refund my money now im in a position to verify what did zomato do with my food? Did you throw it in the garbage? How do you justify the wastage of food without the proof. This is a blatant disregard on your part towards your customers. Rest assured unless you provide me the proof that the food worth more than Rs.*** has been wasted within the next ** hours.. I will ensure that your entire customer base will be aware of your treatment towards your long standing customers and how your new policies puts you in a position to steal from the hand that feeds you.
Regards.
Rohit
Amit replied
Jun **, *:**pm
Hi Rohit,
This mail is regarding your order ID-**********.
We would like to inform you that according to new policies of Zomato if the order gets canceled because of the customer being unresponsive at the time of delivery, a cancellation charge is levied as the food is already prepared/dispatched.
Our delivery executive, as well as our support team, tried reaching out to you multiple times but you were unresponsive to the calls. Hence, the order was canceled. We would request you to avoid such incidents as it leads to food wastage.
Please feel free to reach out to us on our in-app chat support for any query.
Regards,
--
Amit Kumar*
Zomato Online Ordering Team
Reach us at order@zomato.com
Rohit sent a message
Jun **, **:**pm
Hello.
This email is in regards to the Order # **********, which was placed on **th June at **:** AM for a total amount of Rs.***.**, After placing the order from my work address, and waiting for the order to arrive. I have received a message saying my order was cancelled/rejected because the agent could not reach me. Firstly, the phone was next to me all the time with good network coverage waiting for the agent to call as has been the case numerous times before. Second, When I tried reaching the customer care No. (Hyderabad: +** **** ******, India: +** *** ********) both numbers do not work.
Now I am chatting via the app and the agent tells me he cannot initiate a refund. I am now without the food and Rs.***.** less in my account. This kind of a grievance is not acceptable, no matter the issue. Please resolve.
Thank You,
Rohit
{#HS:*********-********#}
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Resolution Demanded:
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Zomato
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