I ordered the food from La Pino’z pizza, money was deducted, restaurant accepted the order, food was ready for pickup but no delivery partners were available to deliver the food. Though in Zomato app - it was showing 3 delivery partner near the restaurant/outlet. I called restaurant and they said food is ready and waiting for delivery partner. I talked to customer support executive as why food is not picked up and he escalated the issue in the system to allocate the delivery partner for delivery. Suddenly, got message that refund initiated and refund processed. Food order was placed 50 mins ago and in app its continually showing that though curfew started but order was placed the closing time ,as promised from Zomato - food will be delivered by zomato but it was not delivered. If customer cancel the order for any genuine reason - message will be available that not to cancel order food will be wasted and customer won’t get refund. My food was lying at outlet and no delivery partner picked up the food, so who wasted the food? Don’t make rules only for the customers. On another side, money deducted on time but refund will take 7 working days. I mean what the hell. Customer ordered food, paid the bill and ultimately customer is not getting food and refund process initiated. I will escalate the issue from my end on social media platforms so that customers can make wise decisions as other options are also available for them . Anyway zomato is also not doing any social service . You earn from us that’s why you provide service but if you can’t you should not make false commitments and make people wait .

I have been planning to write my review from long time , when it comes to delivery , I believe the timelines for delivery are manipulated and rigged, for Eg when i place order the food gets picked up quite early ,but you and your team will not deliver till the time lines committed while ordering are met … in my mobile it will show the driver is still at the shop !! Food getting prepared and so on .. on the contrary the food has been already picked up .. all this are done to maximum delivery numbers by same delivery agent, you will clubs multiple orders along with same delivery and hold on to delivery till the last minute .. as a result the food gets cold and soggy by the time it reached us , at times I had to wait for hr long even when I can personally go and pick up from the same place in less than 15 mnts from my car .. their are some serious gapping issues in your delivery model and you have compromised the quality often . We are not getting the worth for what we are using your services .. if this is how it continues , we will stop using your services .. like me many will do eventually.. I had many experience in past , I just hoped it was one of the odd cases but it’s not . Time to fix it team Zomato , or soon one of us will dig deep and take necessary action ..

I have ordered from Daryaganj, a well known restaurant and sadly they failed to give paneer lababdar and your customer service named,Sharul and Anjali, were unable to resolve the said issue so i have to write the email. I am deeply saddened by your customer service and the way they have replied and would not even try to resolve the issue, I have been your gold customer service for two years and these days I have been facing problems like missing orders and orders not delivered. I am reconsidering whether to continue with gold or not. I just want customer care to refund the money for paneer lababdar that was for 547 rupees + 70 packing charges + taxes, i just want my refund as i would not like to pay my hard earned money to something that was not delivered. My mother who is vegetarian has to cook food for herself due to the negligent attitude of restaurant workers not delivering the paneer sabji. This was not expected at all, the restaurant service has gone down too, please I request you to consider the same and as it was really disappointing and was not expected from the zomato executive and Daryaganj itself. ( I just want my money back please return the same to original payment method) Regards, Anjali Rana