A Zomato customer recently took to social media to express frustration after claiming that a restaurant repeatedly failed to deliver all the items from her orders. She stated that this issue had occurred three times, prompting her to question the platform’s customer service.
Customer Claims Missing Food Items in Orders
In a post shared on social media platform X, a user named Moni (@Moni848202) uploaded a picture of her order, including a bill, alleging that she had been “scammed” by the restaurant for the third time. She specifically pointed out that the roti she had ordered was missing. Frustrated with the recurring issue, she even considered uninstalling the Zomato app.
Tagging Zomato’s official support handle, she questioned the company’s lack of response. She wrote:
“This is a complaint. Yesterday, I got scammed by a restaurant for the third time. How can this keep happening? I haven’t received any response from your team. I ordered the items shown in the attached photo, but not everything was delivered.”
Further expressing her dissatisfaction, she added:
“The roti from my order was missing, and I couldn’t even reach your customer service. This has happened three times now. @zomatocare, should I uninstall your app since this keeps repeating, or will you take action? Photos are attached.”
Hey @zomatocare @zomato @zomatoin
This is a complaint, yesterday I got scammed by restaurant thrice. How can this happen repeatedly man. And I have not got any response from your team. Yesterday I ordered the items in the attached photo but I didn’t received all the items. pic.twitter.com/1uZzLChScd— Moni (@Moni848202) February 17, 2025
Roti from the order was missing and I can’t even speak to your executive. This happened thrice @zomatocare . Should I Uninstall your app because same process is repeating or you can do something.
Photos are attached. pic.twitter.com/8IsPDkai08— Moni (@Moni848202) February 17, 2025
Zomato Acknowledges Complaint and Responds
Zomato promptly addressed Moni’s complaint, assuring her that they were looking into the issue. The company replied:
“Hey Moni, we completely understand how frustrating it must be to receive an incomplete order. We’re committed to resolving this for you. Please allow us some time to investigate, and we’ll provide an update soon.”
Hey Moni, we completely understand how frustrating it must be to receive an incomplete order. We’re committed to making this right for you. Please give us some time to look into this, and we’ll get back to you with an update shortly.
— Zomato Care (@zomatocare) February 17, 2025
The next day, Zomato followed up in the comment section, confirming that they had resolved the matter via a phone call. They wrote:
“Hi Moni, your concern has been resolved over a call. If you need any further assistance, please don’t hesitate to reach out. Thank you for your patience!”
Hey Moni, we completely understand how frustrating it must be to receive an incomplete order. We’re committed to making this right for you. Please give us some time to look into this, and we’ll get back to you with an update shortly.
— Zomato Care (@zomatocare) February 17, 2025
Online Reactions and Previous Complaints
The incident sparked discussions among social media users, with many sharing their own experiences of missing items in food deliveries. Similar complaints about fake restaurants on Zomato have surfaced in the past, prompting the company to take corrective measures.
Better to have home cooked food or order it directly to the restaurant as these ppl charges 23-30% as commission to the restaurant and if we order directly the rates are different. And we can go and collect it once it’s ready.
— Ekta Badada (@BadadaEkta) February 20, 2025
It has happened with me also thrice but once they refunded. This is common in zomata so I stopped using it.
— Ashfaq Ahmed (@ashfaqahmed479) February 19, 2025
This is very common nowadays and the customer care is a bot denying human interactions and asking for email where they simply don’t care. Probably we should stop the online food and go back to homely cooked food. It’s difficult but definitely worth it for mental peace and scam.
— Akhilesh Kumar (@iamakkidx) February 18, 2025
Have you ever faced a similar issue with online food delivery? Share your experience in the comments.