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Zomato sent wrong burger and missing Pepsi on ₹480.59 order, refunded only ₹60 and ignored escalation emails

ZomatoPC-2026-03366Food Delivery & Ride-hailingAnonymous ·
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Extremely Disappointing Customer Service Experience with Zomato! I am genuinely disappointed with the way Zomato has handled my recent complaint. I placed an order worth ₹480.59 from KFC, Pratap Vihar, Ghaziabad, through Zomato, and the entire experience was extremely unpleasant. To highlight the issues: - I ordered an American Classic Zinger Burger but received a completely different burger. - The Pepsi included in the order was missing. - The food quality was extremely poor and had an unpleasant smell, raising serious concerns about its freshness and quality. Despite reporting all these issues, I received only ₹60 as a refund for the missing Pepsi, without any proper explanation of how this amount was calculated. I then sent a detailed email to Zomato's escalation team, explaining the entire experience and requesting a complete refund, appropriate compensation for the inconvenience caused, and a formal investigation into the restaurant's food quality and order fulfilment. I also sent a follow-up email today, but there has been absolutely no response or acknowledgement from Zomato so far. What is even more disappointing is that this is not the first time I have faced such an experience. This is probably the second or third time I have encountered similar issues with Zomato's customer support. Honestly, it is ridiculous that a brand as big as Zomato is unable to handle customer queries and complaints properly. What is the point of having a customer escalation process if customers cannot even receive a response to their emails? It genuinely feels like Zomato only pays attention when customers raise their concerns publicly on social media. Otherwise, repeated emails and follow-ups seem to go unnoticed. I am not even sure whether these emails are being reviewed by the concerned team. As a customer, I should not have to take my complaint to LinkedIn just to get the company's attention. However, after repeatedly trying to resolve this directly and receiving no response, I am left with no other option but to raise this issue publicly. Zomato Zomato Care Zomato India to, I request you to please look into this matter, have a senior escalation representative reach out to me, and provide a proper resolution to the complaint already shared through email. Customer experience is not just about delivering an order; it is also about how a company responds when something goes wrong. Customers deserve accountability, transparency and timely support. Order ID: ****** Support Ticket Number: ****** #Zomato #CustomerExperience #CustomerService #CustomerSupport #Accountability

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  1. Case filed

    Filer · 3 Nov 2026, 9:14 pm

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