- Urgent Issue with Order Placement and Cancellation ^Open

Paramjeet Singh filed this complaint against Zomato on Apr 03, 2024

Resolution Demanded:
Apology
Refund

I hope this email finds you well. I am writing to bring to your attention a recent issue I encountered while trying to place an order through the Zomato app.

Today: *nd April, I attempted to place an order for delivery to a location in Noida. However, due to a default address setting, the order was mistakenly placed with the address of Bangalore. Unfortunately, I did not notice this discrepancy until after confirming the order. Immediately upon realizing the error, within approximately **-** seconds of placing the order, I attempted to cancel it.

Regrettably, I found that there was no option available within the app to amend the delivery address post-order confirmation. Despite my immediate efforts to cancel the order, I was informed that a cancellation fee would be charged. Subsequently, I initiated a chat with one of your representatives to resolve the issue promptly.

To my dismay, the chat support session lasted between ** and ** minutes, during which time the order was cancelled but without a refund of the amount charged. I understand that policies regarding cancellation fees are in place, however, I believe this situation warrants an exception due to the promptness of my cancellation request and the technical glitch that led to the incorrect address being used.

I kindly request that you investigate this matter further and address the following concerns:

Evaluate the time lag between order placement and cancellation to ensure that customers have sufficient opportunity to rectify errors such as incorrect addresses.

Review your cancellation policy, particularly in cases where the cancellation is requested within a very short timeframe after order placement due to technical errors or other extenuating circumstances.

Process a full refund of the amount charged for the cancelled order, considering the circumstances outlined above.

I trust that you will take the necessary steps to rectify this situation promptly and prevent similar occurrences in the future. Your attention to this matter is greatly appreciated, and I look forward to a satisfactory resolution.

Thank you for your understanding and cooperation.

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