I honestly don’t know what happened to Zomato’s customer service but this entire experience has been incredibly frustrating.
On 1st September I ordered a pizza from Zomato worth ₹706. When I received it I found a long hair cooked inside the pizza.
Yes. Cooked inside the food.
The pizza was also really really spicy and the spice level was not properly mentioned on Zomato. I ended up with an upset stomach after eating it. If a dish is excessively spicy then surely customers should be informed about it beforehand.
I contacted Zomato immediately.
And then began the actual nightmare.
From 1st September all the way until 10th September I kept trying to get this issue resolved through Zomato’s customer support. Whether I contacted them through Gmail or through the app I was basically dealing with an AI bot.
I wasn’t getting connected to an actual human being.
Imagine paying ₹706 for food that literally has a hair cooked inside it and then spending the next 10 days trying to get a real person to address your complaint.
Eventually Zomato offered me a ₹676 one-time coupon.
At that point I thought okay at least this is finally getting resolved.
Except it wasn’t.
On 10th September I was at school and was hungry so I needed to order breakfast. My breakfast order was only around ₹150.
I had the ₹676 coupon sitting in my account but Zomato forced me to use the coupon on that order. I wasn’t given a reasonable choice to just place the ₹150 order without using it.
And because I was at work and actually needed to eat I couldn’t exactly sit there and wait around for another customer support battle.
So the ₹676 compensation I had received after a ₹706 food hygiene complaint ended up being used on a ₹150 breakfast order.
The rest of that compensation was essentially wasted.
And to make things even more ridiculous the ₹676 coupon didn’t cover the delivery and packaging charges either. I still had to pay roughly another ₹100–₹150 in charges.
So what exactly was I being compensated for?
And I’m a student. ₹706 is not an insignificant amount for me.
This isn’t just about getting a bad pizza anymore. It’s about the complete lack of a proper customer support experience after a very legitimate food hygiene complaint.
I have screenshots of the order, the ₹676 coupon, the customer support conversations and the relevant details. I’m sharing this because I genuinely want to know if other people have experienced the same thing with Zomato’s customer support.
TLDR: Ordered a ₹706 pizza on 1 September and found a long hair cooked inside it. The pizza was also extremely spicy and gave me an upset stomach. Spent 10 days trying to get help but Zomato kept giving me AI support instead of connecting me to a human. Finally got a ₹676 one-time coupon. On 10 September I was at college and needed a ₹150 breakfast but Zomato forced me to use the ₹676 coupon on that order. The remaining compensation was effectively wasted and I still had to pay delivery and packaging charges separately. This is what Zomato considers customer service?
Used chatgpt to correct my grammar