A Zomato customer lambasted the online food delivery platform for failing to offer any resolution after he complained about finding a “sharp object” in his meal. In a LinkedIn post, Kumar Aryan shared a photo of the food that had what appears to be a glass or plastic shard. He also posted screenshots of his conversation with Zomato’s customer support. Kumar Aryan described his experience with Zomato as “exceptionally bad service”.
He claimed that the customer support agent kept using template replies during the conversation. “Despite asking multiple times the person didn’t agree to have a normal conversation on call so that I can check with him and the team how this could be resolved.” He then suggested, “I hope you guys start putting some part of your marketing budget into helping your teams understand how to be human,” he wrote.
As per the screenshots, Kumar Aryan demanded a full refund for the food saying he could have been injured had he bitten on the sharp object. However, the Zomato customer support executive declined the request, saying they don’t have an option for a full refund.
This post prompted many people to share similar experiences of dealing with Zomato’s customer service. Many argued that the chat feature being adopted by companies can be time-consuming and unsatisfactory as compared to speaking to customer support representatives directly on call.
“Absolutely hate this auto-reply system on apps nowadays. If the query is not listed in the given options, you literally have no other way to speak with customer care,” a user wrote.
Another person wrote, “Yesterday when I ordered they sent a stale item. When I approached for a refund the bot absolutely blocked any response from me and replied with Zomato’s email id. I still wonder how they run a company with zero customer service. The doom’s day is nearing for Zomato.”
Following the online uproar, Zomato took cognisance of this incident and offered assistance to the customer.
“We sincerely apologise for the distressing experience, Kumar. This is not the standard we strive to maintain. Moreover, we apologize that you weren’t provided the proper support you were seeking. Please share your order ID so that we can investigate this matter promptly and ensure it does not happen again,” Zomato wrote.
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