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Zomato: Food Delivery & Dining
Zomato Media Pvt. Ltd. · 132,903 ratings · ★ 4.7
4.7
★★★★★
132,903 ratings
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Top complaints - extracted from 31 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
13 negative reviews mention this · 42% of all complaints
★★★★★ "Fraudulent business practices. I have had multiple deals and orders cancelled for a refund with no penalty paid out. Food delivery is not a business where a refund makes the customer whole." - travelhugs
2
"delivery"
11 negative reviews mention this · 35% of all complaints
★★★★★ "Fraudulent business practices. I have had multiple deals and orders cancelled for a refund with no penalty paid out. Food delivery is not a business where a refund makes the customer whole." - travelhugs
3
"food"
10 negative reviews mention this · 32% of all complaints
★★★★★ "Fraudulent business practices. I have had multiple deals and orders cancelled for a refund with no penalty paid out. Food delivery is not a business where a refund makes the customer whole." - travelhugs
4
"zomato"
9 negative reviews mention this · 29% of all complaints
★★★★★ "Worse customer support ever. Try to avoid this app, the customer aupport is so pathetic they have been unavle to resolve my issue for the last 8 months after following up multiple times. The only reply I get from them ask for the same information 100 times which have b…" - AkshatJi
5
"refund"
7 negative reviews mention this · 23% of all complaints
★★★★★ "Fraudulent business practices. I have had multiple deals and orders cancelled for a refund with no penalty paid out. Food delivery is not a business where a refund makes the customer whole." - travelhugs
6
"customer"
7 negative reviews mention this · 23% of all complaints
★★★★★ "Fraudulent business practices. I have had multiple deals and orders cancelled for a refund with no penalty paid out. Food delivery is not a business where a refund makes the customer whole." - travelhugs
7
"support"
7 negative reviews mention this · 23% of all complaints
★★★★★ "Worse customer support ever. Try to avoid this app, the customer aupport is so pathetic they have been unavle to resolve my issue for the last 8 months after following up multiple times. The only reply I get from them ask for the same information 100 times which have b…" - AkshatJi
8
"issue"
6 negative reviews mention this · 19% of all complaints
★★★★★ "Worse customer support ever. Try to avoid this app, the customer aupport is so pathetic they have been unavle to resolve my issue for the last 8 months after following up multiple times. The only reply I get from them ask for the same information 100 times which have b…" - AkshatJi
9
"option"
5 negative reviews mention this · 16% of all complaints
★★★★★ "Incorrect orders are never addressed. Please stop using this service, imagine paying for something and receiving something else and when you have all the proofs, they simply outright refused to help you. You will never be able to reach a human to speak to, not even chat with, t…" - TakedoNick
10
"orders"
4 negative reviews mention this · 13% of all complaints
★★★★★ "Fraudulent business practices. I have had multiple deals and orders cancelled for a refund with no penalty paid out. Food delivery is not a business where a refund makes the customer whole." - travelhugs
11
"people"
4 negative reviews mention this · 13% of all complaints
★★★★★ "Missing Food Item. It's been over 48 hours since I reported missing food from my order. I ordered a meal for 4 from Burger King, 1 burger & 4 four chicken nuggets were missing from the combo. I immediately raised a concern on the Zomato app. 2 people contacte…" - _tribbiani
12
"away"
4 negative reviews mention this · 13% of all complaints
★★★★★ "Order delayed. They took 50 minutes to order food and the dominos was just a km away" - Stevebsvejskmsjs
📋 All 31 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Fraudulent business practices
I have had multiple deals and orders cancelled for a refund with no penalty paid out. Food delivery is not a business where a refund makes the customer whole.
Faulty payment system for international credit card
Faulty payment system for international credit card
Worse customer support ever
Try to avoid this app, the customer aupport is so pathetic they have been unavle to resolve my issue for the last 8 months after following up multiple times. The only reply I get from them ask for the same information 100 times which have been provided. This is after having Zomato gold and spending 10k per month.
Very bad
When i tried to apply coupon on my first order it was saying invalid, Zomato really disappointed me!
Chor Hai Ye Mera paisa kha gaye
Zomato wale mera 417 rs kha gaye
Missing Food Item
It's been over 48 hours since I reported missing food from my order. I ordered a meal for 4 from Burger King, 1 burger & 4 four chicken nuggets were missing from the combo. I immediately raised a concern on the Zomato app. 2 people contacted me initially, but no one could provide a solution. I tried contacting them again later, but there was no response. I also emailed them, but I didn't get a reply there either. 2 days have passed, and I haven't received the missing food or a refund. They don't even bother to respond.
Incorrect orders are never addressed
Please stop using this service, imagine paying for something and receiving something else and when you have all the proofs, they simply outright refused to help you. You will never be able to reach a human to speak to, not even chat with, their entire support is premeditated chat responses (a set few options from which you have to select), and when everything fails, the final recourse is emailing them, where they tell you they cant help you, even if you have all the proofs. This is basically theft with extra steps.
No US restaurants?
I was so happy with Urban Spoon. Can’t get Zomato to work for me. The only option that populate are in India. Error message when app auto selects or if I manually enter any US location.
I hate UPI
Because of the stupid UPI nonsense, most of the international credit cards don’t work
Order delayed
They took 50 minutes to order food and the dominos was just a km away
Complaint
Too much price when compared to other apps and delivery time is high
Very bad, highly disappointed
The food taste horrible. Also, only one tiny chutney box for Dal and rotis were very thin and rock hard. Cost me 400+ and can’t even eat it.
Worst worst
Zomato us a worst platform. If ur order is delayed one hour also they easily say .. sorry it will reach to u
They dont take any action against restaurant or delivery partner. We are going to raise a concern on social media with a live response
They dont take any action against restaurant or delivery partner. We are going to raise a concern on social media with a live response
Worst experience - scam
This was honestly one of the worst experience I have had with a food delivery app. I ordered a cake and entered my order clearly, and the order was accepted right away. I was charged everything after more than an hour. I reached out to the Customer Care and now I’m being told that my address is incorrect and they couldn’t find it seriously? If the address was an issue by accept the order in the first place? Why not flag it immediately or ask me to correct it before charging me and wasting my time? You can’t just accept an order take the payment and then come back later saying the address doesn’t work that’s not how this should work. This whole experience was frustrating. I don’t want to even give a one star rating for this app.
Scam - Don’t Prepay if you have to use this app!
0 human support - drivers eat people food and blame on customers for not accepting the deliver? No refund either. Why would I order and not accept it?! Left stranded at 10pm after I prefer food my child. Avoid this app at all costs. If you absolutely have to use it - choose pay on delivery option. Don’t be surprised if they randomly turn off this option to help their scammer drivers. Shame!
SCAM - DON'T PAY BEFORE YOU GET YOUR FOOD.
9 out of 10 times - they hungry drivers will end up eating your food - specially if the payment is already made. Only choose Pay on Delivery - never prepay. The app often turns off the pay on delivery option to allow their hungry drivers to scam people. Waited 10 minutes in hot weather outside my hotel room only for the driver to mark the delivery as "customer could not accept" and flee with my foo. Never showed up.
Price
Charging too much
Auto checkout feature
Tried using a foreign card and was only given a USD checkout with a 20% up charge.
Then after about 5 seconds started a 2 second count down before it auto clicked checkout.
I was able to abort in time but now have a pending charge that will hopefully go away.
Be very, very wary as a foreigner.
Then after about 5 seconds started a 2 second count down before it auto clicked checkout.
I was able to abort in time but now have a pending charge that will hopefully go away.
Be very, very wary as a foreigner.
Broken AI customer support
They are using AI chatbots to auto-decline refund requests even when the food never shows up and there is no option to connect to a human.
Food Never Arrived - 2.5 Hours of Lies and Zero Support
I am absolutely livid. Placed an order at 7:30 PM. Watched the tracker loop in circles for 2.5 hours straight - "arriving soon," "out for delivery," "almost there." The food never showed up. Not once. Never.
I called customer support. Waited on hold. Got disconnected. Called again. Got a bot. Called again. Got an agent who read from a script, apologized, and then disappeared mid-conversation. Fourth call - nobody picked up at all.
No food. No refund. No explanation. No accountability. Just dead air.
At some point the order silently disappeared from my app like it never existed. No cancellation notification. No email. Nothing. I genuinely had to check if I'd imagined placing the order. I hadn't - the money was very much gone from my account.
I sat hungry for 2.5 hours, chasing a delivery that was apparently never coming, while Zomato's support team played hot potato with my calls and their app gaslit me with fake tracking updates.
This is not a service failure. This is fraud with a user-friendly interface.
Swiggy gets my money from here on. Forever.
0/10. Disgraceful.
I called customer support. Waited on hold. Got disconnected. Called again. Got a bot. Called again. Got an agent who read from a script, apologized, and then disappeared mid-conversation. Fourth call - nobody picked up at all.
No food. No refund. No explanation. No accountability. Just dead air.
At some point the order silently disappeared from my app like it never existed. No cancellation notification. No email. Nothing. I genuinely had to check if I'd imagined placing the order. I hadn't - the money was very much gone from my account.
I sat hungry for 2.5 hours, chasing a delivery that was apparently never coming, while Zomato's support team played hot potato with my calls and their app gaslit me with fake tracking updates.
This is not a service failure. This is fraud with a user-friendly interface.
Swiggy gets my money from here on. Forever.
0/10. Disgraceful.
Combo issue
whenever I order something from
combo, they always miss it and also create issue in refund. Only using it for emergency. I wont use it otherwise. It is useless place.
combo, they always miss it and also create issue in refund. Only using it for emergency. I wont use it otherwise. It is useless place.
Not satisfied
I order food and my food was delivered 2 hours later, driver picked up the order and went to drop other orders, I try to contact support they didn’t help
uninstalled because VPN not allowed
u guys r not banks or some high secure app to enforce this bloody rule of blocking all VPN
illiterate drivers
Zomato’s people don’t know you to read English. So they go to a wrong location and report customer gave wrong address.
If u write Main Rd, between Street # 3 & 4. There drivers are not given training they start looking for street number 34.
Also since there is an issue going on between Jio and Airtel call connections. I use Airtel calls were going but no one was speaking on the other end.
Since Zomato uses bots rather then humans customer service on a scale of 1 to 10 is -100.
If u write Main Rd, between Street # 3 & 4. There drivers are not given training they start looking for street number 34.
Also since there is an issue going on between Jio and Airtel call connections. I use Airtel calls were going but no one was speaking on the other end.
Since Zomato uses bots rather then humans customer service on a scale of 1 to 10 is -100.
Worst app ever!
Zero quality control
Horrible app design
The button for delivery or dine in is easily missed! We could not place an order and none of us noticed the transparent slider!
Fix the United State opt
Fix the United State opt
bad
there should be an option to make the delivery person bring change
Got defrauded
I Ordered a cake for my nephew, entered the correct address and selected VIP delivery for which they claim to use some selective delivery partners. The guy never reached the address provided and was some 12-14km away saying that the location did not get updated as per the address on the app. Never had such an experience anywhere in the world where the map’s location pin has to be updated separately. It should get automatically updated as per the address provided. So he cancelled the order and Zomato is not providing a refund stating that the address was incorrect. The money is not an issue here but cheating. I mean i provided the exact address and now they are blaming it on me that the address was incorrect and that a refund cannot be provided for the inconvenience caused because of the delivery person who did not verify the address and blindly followed the location pin as he claims which was off by 14kms which sounds completely untrue.
Wrong order received with no proper assistance from chat support
Paid 800+ for cream stone Ice cream recieved 100 ice cream cones, when I have gave all pictures and information the guy named syed was slow in responding to my messages and couldn’t solve my issue
Disappointed
The real time tracking is never accurate and delivery partners are assigned for multi orders will end up delaying your order even if you have Gold membership.
They’re making profit and we are the ones who’s losing our money.
They’re making profit and we are the ones who’s losing our money.
Sentiment summary
93%
Positive (4-5★)
3%
Neutral (3★)
4%
Negative (1-2★)