I encountered both of these incredible and efficient people just for 2 different orders from one same restaurant (surprisingly). First time, I received literally burnt, inedible, complete black chicken from Japang. Immediately, called the number from the receipt, the guy from restaurant’s call center promised me to deliver just the chicken ( I didn’t even asked anything more from my set menu since only all the chicken pieces came wrong) which I paid for it after asking me the picture and evidence of their burnt chicken from WhatsApp. As believing they will deliver the new one, I didn’t order any other food and fall asleep, wake up next morning, the chicken was not here. That’s where I met with Radhika from your team who is very efficient and helped me to get my food back although it took two days because I contacted the restaurant first. But my boyfriend is insanely in love with their chicken which I admit too, we kept ordering again and again until last night, the order were never arrived to us. Payment was done from my card, the restaurant was still opened when I ordered my food but nothing came to us or informed us. Just took money and marked as delivered after an hour. Again, Sharad is helpful, friendly, very empathy for us. He promised us that he will bring this issue to respective team but I just want to make sure my zomato experience smoother and more convenient. You guys definitely need to action needful control regarding with food and service when it comes to the restaurant from your side. At the end of the day, it’s Japang restaurant which I ordered through zomato, not just the restaurant name. Amazing experiences that I fought two days for chicken two times. However, I highly appreciate what your team has done for us but should be better if these things never happen since from the start. Thank you.

I have always been a big fan of Zomato and it has brought me a lot of convenience . But The delivery guy cancelled my order because he couldn't find the correct location. The delivery guy did not inform me in advance and communicate with me properly. Because of his cancellation, I could not get my food and Zomato did not give me a refund. Talking to customer service, they flatly said it was my fault the delivery guy couldn't deliver because I didn't answer the phone. But that's not the case, I have sent many messages with the delivery guy, including once again sending him the correct location and the correct address, he keeps circling around me and just can't find my location, it's not my fault. I have tried so hard to explain my location to him but he just can't find it. Nor did he talk to me about what he should do to help him, and he immediately cancelled my order. When I called with customer service, I said I just wanted a refund or to have my food redelivered by a new delivery guy and she just hung up the phone directly and was soooo rude! After talking to them a bunch of times in the end it didn't solve my problem. I just lost my money 900 rupees and time. Who wants to go hungry in the middle of the night, wait for food and wait for this result. I will not use this app again and I hope you guys will also be careful and never pay online with your bank card, always use cash, even if the delivery person cancels the order you will not lose money.

I was already upset with the restaurant cancelling my order. On top of that, I kept being told from the ZOMATO customer associate that I dealt with, that ZOMATO isn’t accountable for this and all they can do is raise a complaint. There was a lot of defensiveness in the associate’s tone, lack of empathy and left me feeling let down from all ends. ZOMATO has to reconsider their customer service approach and offer short term solutions rather than just say a complaint will be lodged. This is not the first time a complaint has been raised to ZOMATO and no change has come out of it. Orders continued to be canceled after being accepted and the blame is on the restaurant but ZOMATO doesn’t seem to want to change the policy in preventing these cancellations from happening and not impact their customers. We, customers continue to experience bad experiences like cancellation of orders due to either various restaurant’s reasons or ZOMATO not having delivery staff. It’s absolutely baffling that the associates fronting the job to calm customers don’t come across as empathetic nor seem patient to understand the underlying need for change in policy from ZOMATO’s end to prevent cancellation of orders to happen. Instead, like today, we’re stuck with a back to back chat with an associate who was more defensive of their current policy and seem almost irritated with the customers for raising up concerns and wasting their time. Overall, bad experience all around. Just disappointed with the whole experience and how things were handled by zomato