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Food delivery delayed two hours on Zomato with app tracking contradicting location and no authority to cancel

ZomatoPC-2026-03150Food Delivery & Ride-hailingAnonymous ·
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"I understand your frustration." I heard this line repeatedly from Zomato's customer support recently. The irony? Nobody seemed empowered to do anything about it. We'd ordered food with a promised delivery time of 40–45 minutes. It was raining, so we expected some delay. Fair enough. But two hours later, the food still hadn't arrived. For nearly 30 minutes, the app kept telling us that the delivery executive was approaching our doorstep. The map, meanwhile, showed him about 20 minutes away and moving in the opposite direction! I reached out to customer support. More empathy. More apologies. But no authority to cancel the order and refund the money, despite the extraordinary delay. Eventually, I asked them to cancel the order and penalise me if they wanted to. I just wanted to end the ordeal. This got me thinking. Have #Zomato and #Swiggy become so big that they've started taking customers for granted? A few lessons for any business that's scaling: 1. Empathy without empowerment is just a script. If your support team understands the customer's frustration but cannot resolve it, what purpose does that empathy serve? 2. Transparency matters more than reassuring notifications. Customers can understand delays. What they struggle to accept is information that doesn't reflect what's actually happening. 3. Customer centricity is tested when things go wrong. It's easy to deliver a great experience when everything works as planned. The real test is how you respond when it doesn't. 4. Don't confuse customer loyalty with customer dependence. Being the default choice today doesn't guarantee being the preferred choice tomorrow. As businesses grow, processes become more complex, technology gets smarter and scale brings efficiencies. But somewhere along the way, the customer can become just another ticket number. And that brings me to a simple thought: Being big is an achievement. Remaining accountable is a choice. Something worth reflecting on for every business that aspires to scale.

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  1. Case filed

    System · 1 Nov 2026, 10:22 am

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