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Zomato order allegedly delayed, refused by customer, then marked delivered without handover or OTP verification

ZomatoPC-2026-01681OtherAnonymous ·
Operational Breakdown & Unfair Trade Practice at Zomato: Delayed Cold Food, Customer Refusal Ignored & Fraudulent "Delivered at Work" Marking. I am writing this to highlight a serious operational failure and deficiency of service by @Zomato (Eternal Limited) regarding Order #****** (Disputed Amount: ₹216.14). Here is the exact documented timeline of events: Unconsented Multi-Order Delay: The order was promised by 02:08 AM. Delivery was delayed past 02:49 AM because the rider was routed to fulfill another order without customer consent—explicitly confirmed in writing by Support Manager Himanshi on chat. Timely Customer Refusal: After waiting for over an hour past midnight, I formally notified support at 02:36 AM that I would not accept delayed, cold food and was going to sleep ("No I don't need cold pizza... good night"). Fraudulent Delivery Marking: Knowing the customer had refused the order and gone to sleep, delivery partner Gopi Thakur clicked a random blurry photo of a table in the dark at 02:49 AM and marked the order as "Delivered at Work"—without customer handover, call, or OTP verification. Zero Escalation Redressal: Support chat was abruptly disconnected. Over 14 hours have passed with multiple formal emails sent to ****** and ******, resulting only in generic bot acknowledgments and no resolution. A formal statutory grievance has been lodged on the Government Portal: • National Consumer Helpline (NCH) Docket No: 10383659 • Order ID: ****** • Relief Claimed: Immediate 100% refund of ₹216.14 to original payment source Is dumping refused food on random surfaces and marking false deliveries standard operational protocol when multi-order routing fails? Tagging leadership for immediate intervention and accountability: @Deepinder Goyal @Zomato @Eternal #ConsumerRights #CustomerExperience #Zomato #CorporateGovernance #NationalConsumerHelpline #Ecommerce #ServiceDeficiency #FairTrade

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  1. Case filed

    System · 12 Oct 2026, 12:51 pm

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