How to File a Complaint Against Zomato in 2025: Complete Guide

Common Zomato Complaints in 2025

Before diving into the complaint process, let's understand the most frequent issues customers face:

Food Delivery Issues

• 1
  Wrong or missing items: Receiving incorrect dishes or incomplete orders
• 2
  Poor food quality: Cold, stale, or improperly prepared food
• 3
  Delayed delivery: Orders arriving significantly late beyond the promised time
• 4
  Packaging problems: Spilled, damaged, or unhygienic packaging
• 5
  Delivery partner behavior: Rude conduct or unprofessional behavior

Zomato Gold and Pro Membership Issues

• 1
  Redemption failures: Unable to use Gold/Pro benefits at partner restaurants
• 2
  Restaurant opt-out: Restaurants refusing to honor Zomato Gold offers
• 3
  Unauthorized charges: Being billed despite membership benefits
• 4
  Misleading offers: Discrepancies between advertised and actual benefits
• 5
  Refund delays: Slow processing of membership refunds

Restaurant Booking and Dining Issues

• 1
  Booking cancellations: Restaurants canceling confirmed reservations
• 2
  Overbooking: Arriving to find no table available despite booking
• 3
  Offer disputes: Restaurants not honoring platform discounts
• 4
  Service quality: Poor restaurant service affecting dining experience

Payment and Refund Issues

• 1
  Failed refunds: Money not credited back after order cancellations
• 2
  Wallet problems: Issues with Zomato wallet balance or transactions
• 3
  Overcharging: Being charged more than the order amount
• 4
  Payment failures: Deductions despite failed orders
• 5
  Duplicate charges: Being charged multiple times for single orders

Step 1: In-App Complaint Process

Zomato's in-app support system is your first line of resolution:

For Delivery Orders

• 1
  Open the Zomato app and go to your order history
• 2
  Select the problematic order from your past orders
• 3
  Tap "Need Help" or "Report an Issue" at the bottom of the order details
• 4
  Choose the issue category:

- Wrong item received

- Missing items

- Quality issue

- Delivery delay

- Packaging problem

- Other issues

• 5
  Provide specific details:

- Upload photos of the problem (crucial for quality issues)

- Describe what went wrong clearly

- Specify what items were affected

- Mention any conversations with the delivery partner

• 6
  Select your preferred resolution:

- Full refund

- Partial refund

- Zomato credits

- Replacement order

• 7
  Submit the complaint and note your complaint ID

Expected Resolution Time: 24-48 hours for most delivery issues

For Zomato Gold/Pro Issues

• 1
  Navigate to your account section in the app
• 2
  Select "Gold" or "Pro" from your membership details
• 3
  Tap "Help" or "Report Issue"
• 4
  Choose the specific problem:

- Couldn't redeem benefit

- Restaurant refused offer

- Incorrect billing

- Membership refund

• 5
  Provide restaurant and order details:

- Restaurant name and location

- Date and time of visit

- Bill amount and what should have been discounted

- Screenshots of the offer and final bill

• 6
  Request appropriate compensation:

- Membership extension

- Credit for the unredeemed benefit

- Full or partial refund

For Restaurant Bookings

• 1
  Go to your bookings section in the app
• 2
  Select the affected booking
• 3
  Tap "Report an Issue"
• 4
  Describe the problem:

- Booking cancellation without notice

- No table available on arrival

- Restaurant closed despite confirmation

- Offer not honored

• 5
  Upload supporting evidence:

- Booking confirmation screenshot

- Photos from the restaurant (if applicable)

- Communication with restaurant staff

Step 2: Email Escalation

If the in-app support doesn't resolve your issue within 48-72 hours, escalate via email:

Primary Support Email

Send a detailed complaint to: support@zomato.com

Email Template

```

Subject: Urgent: [Issue Type] - Order/Booking ID: [Your ID]

Dear Zomato Support Team,

I am writing to escalate my unresolved complaint regarding [describe issue] that occurred on [date].

Order/Booking Details:

• •Order/Booking ID: [ID number]
• •Restaurant: [Name and location]
• •Date and Time: [Specific date and time]
• •Amount Paid: Rs. [amount]
• •Complaint ID (if any): [Previous complaint reference]

Issue Description:

[Provide detailed description of what went wrong. Be specific about:

• •What you ordered vs. what you received
• •The condition of food/service
• •Any communication with delivery partner/restaurant
• •Previous resolution attempts]

Previous Communication:

[Summarize any in-app complaints filed and responses received]

Supporting Evidence:

[Mention attached photos, screenshots, or documents]

Expected Resolution:

[Clearly state what you want:

• •Full refund of Rs. [amount]
• •Replacement order
• •Membership compensation
• •Other specific remedy]

I request immediate attention to this matter and resolution within 3 business days. If not resolved satisfactorily, I will be forced to escalate this complaint to the National Consumer Helpline and consumer court.

Customer Details:

• •Name: [Your name]
• •Registered Mobile: [Your number]
• •Registered Email: [Your email]
• •City: [Your city]

Thank you for your prompt attention.

Regards,

[Your Name]

```

Attach:

• •Order confirmation screenshots
• •Photos of the issue
• •Payment proof
• •Previous complaint correspondence
• •Any relevant bills or receipts

Step 3: Social Media Escalation

Zomato is highly active on social media and responds quickly to public complaints:

Twitter/X

• 1
  Tweet to @zomatocare with your complaint
• 2
  Include:

- Order/Booking ID

- Brief description of issue

- City location

- Request for immediate resolution

• 3
  Use relevant hashtags: #ZomatoComplaint #CustomerService #Zomato
• 4
  Keep it professional but firm

Example Tweet:

```

@zomatocare Order ID: [ID]. Received wrong items in my order from [Restaurant] in [City] on [Date]. Reported in-app 48hrs ago with no resolution. Case ID: [ID]. Need immediate refund of Rs.[amount]. Please escalate. #ZomatoComplaint

```

Instagram

• 1
  Tag @zomato in your story or post
• 2
  Share photos of the issue
• 3
  Use hashtags: #ZomatoIndia #FoodDelivery #CustomerService
• 4
  Comment on their recent posts with your complaint

LinkedIn

For serious or business-related complaints, LinkedIn can be effective:

• 1
  Connect with Zomato's corporate team
• 2
  Post about your experience professionally
• 3
  Tag Zomato's company page
• 4
  Mention impact on customer trust

Response Time: Social media complaints typically get responses within 2-8 hours

Step 4: National Consumer Helpline (NCH)

If Zomato doesn't resolve your complaint within 7 days, register with NCH:

Online Registration

• 1
  Visit: https://consumerhelpline.gov.in
• 2
  Click "Register Complaint"
• 3
  Fill in details:

- Select "Online Shopping" or "Restaurant Services"

- Company name: Zomato

- Detailed complaint description

- Upload all supporting documents

• 4
  Submit and note your NCH complaint number

Helpline Number

Call: 1915 (available in multiple languages)

Timings: Monday to Saturday, 9:30 AM to 5:30 PM

WhatsApp

Send complaint details to: +91-8800001915

What to Include

• •Complete transaction details
• •Communication history with Zomato
• •Financial loss incurred
• •Specific remedy sought
• •All documentary evidence

NCH Action: NCH will forward your complaint to Zomato with a mandatory response deadline (usually 30 days).

Step 5: Consumer Court Filing

For unresolved disputes or significant financial losses, file in consumer court:

Jurisdiction

Based on your claim amount:

• •District Forum: Claims up to Rs. 1 crore
• •State Commission: Claims Rs. 1-10 crores
• •National Commission: Claims above Rs. 10 crores

For most Zomato complaints, District Forum is appropriate.

Required Documents

• 1
  Complaint petition (typed, signed)
• 2
  Order confirmation and payment proof
• 3
  All communication with Zomato
• 4
  Photos/videos of the issue
• 5
  NCH complaint copy (if filed)
• 6
  Identity proof and address proof
• 7
  Affidavit verifying complaint details
• 8
  Court fee (nominal, based on claim amount)

Complaint Petition Format

```

BEFORE THE DISTRICT CONSUMER DISPUTES REDRESSAL FORUM

[Your District]

Complaint Case No. ____/2025

[Your Name]

[Your Address]

...Complainant

Versus

• 1
  Zomato Limited

Through its Managing Director

[Registered office address]

• 2
  [Restaurant Name, if applicable]

Through its Proprietor/Manager

[Restaurant address]

...Opposite Parties

COMPLAINT UNDER SECTION 35 OF THE CONSUMER PROTECTION ACT, 2019

[Followed by detailed complaint narrative, timeline, evidence list, and prayer for relief]

```

Legal Grounds

Base your complaint on:

• •Deficiency in service: Failure to deliver proper service
• •Unfair trade practice: Misleading advertisements or offers
• •Breach of contract: Not honoring terms and conditions
• •Negligence: Causing harm through careless service

Relief You Can Seek

• 1
  Refund of amount paid
• 2
  Compensation for mental agony and harassment (typically Rs. 5,000-25,000)
• 3
  Punitive damages for willful negligence
• 4
  Cost of litigation (court fees, legal expenses)
• 5
  Interest on delayed refund

Timeline: Consumer court cases typically take 3-6 months for resolution in straightforward matters.

Zomato's Company Details

For formal complaints and legal notices:

Zomato Limited

• •Registered Office: Orion Business Park, Sector 62, Gurugram, Haryana - 122011
• •Corporate Office: Plot No. 367, Udyog Vihar, Phase III, Gurugram, Haryana - 122016
• •Email: support@zomato.com, legal@zomato.com
• •Customer Care: 1800-208-0077
• •CIN: U74999HR2010PTC042754
• •Website: www.zomato.com

Tips for Successful Complaint Resolution

1. Document Everything

• •Take timestamped photos immediately upon delivery
• •Screenshot all app communications
• •Record phone conversations (inform the other party)
• •Keep payment confirmations and bills
• •Note delivery partner details if relevant

2. Act Quickly

• •Report issues within 10 minutes of delivery for best results
• •Don't consume/discard problematic items before documenting
• •File complaints while details are fresh
• •Follow up every 48 hours if unresolved

3. Be Specific and Clear

• •Use exact order IDs and transaction details
• •Describe issues objectively without exaggeration
• •State your expected resolution clearly
• •Provide contact information for follow-up

4. Know Your Rights

Under the Consumer Protection Act 2019:

• •Right to safety (hygienic, safe food)
• •Right to information (accurate order details, pricing)
• •Right to choose (not forced to accept substitutions)
• •Right to be heard (effective complaint redressal)
• •Right to compensation for genuine grievances

5. Escalate Strategically

• •Start with in-app support (quickest for minor issues)
• •Move to email for detailed documentation
• •Use social media for visibility and faster responses
• •Go to NCH for formal escalation
• •File consumer court for serious disputes

6. Stay Professional

• •Maintain respectful tone in all communications
• •Stick to facts rather than emotional language
• •Avoid threats or aggressive behavior
• •Be persistent but patient with process

Special Scenarios

Zomato Gold/Pro Disputes

Zomato Gold/Pro complaints require special attention:

• 1
  Take screenshots of the offer before visiting restaurant
• 2
  Inform restaurant staff about your Gold membership before ordering
• 3
  Check bill carefully before payment
• 4
  Report immediately if benefit not applied
• 5
  Demand written explanation from restaurant if refused
• 6
  Email Gold support separately: gold@zomato.com

Common Gold Issues:

• •Restaurant claiming they've "opted out" (often incorrect)
• •Staff unaware of Gold terms
• •Restrictions not mentioned in offer description
• •Benefit applied incorrectly

Your Rights:

• •If restaurant is listed in Gold directory, they must honor it
• •Any restrictions must be clearly stated in app
• •You're entitled to membership extension for service failures

Food Safety Concerns

For serious food safety issues (food poisoning, foreign objects, expired items):

• 1
  Seek medical attention immediately if needed
• 2
  Preserve evidence: Don't discard food, save packaging
• 3
  Report to Zomato and demand investigation
• 4
  File FSSAI complaint: https://foscos.fssai.gov.in
• 5
  Report to local health department
• 6
  Consider police complaint for severe cases
• 7
  Claim medical expenses in addition to refund

Payment Disputes

For payment-related issues:

• 1
  Check transaction status in your bank/card app
• 2
  Contact your bank if amount debited but order failed
• 3
  Raise payment dispute in Zomato app under "Wallet" section
• 4
  Email payment screenshot to support
• 5
  File banking ombudsman complaint if refund delayed beyond 10 days

Delivery Partner Issues

For problems with delivery executives:

• 1
  Report immediately through order screen
• 2
  Specify incident (rude behavior, unsafe driving, theft)
• 3
  Zomato takes these seriously: Partner may face action
• 4
  Follow up to ensure appropriate action taken
• 5
  Consider police complaint for theft or harassment

Success Stories

Case 1: Rs. 15,000 Compensation for Wrong Order

A Mumbai customer received completely wrong items worth Rs. 800. After Zomato offered only a refund, she filed in consumer court citing mental agony and wasted time. Court awarded full refund plus Rs. 15,000 compensation.

Case 2: Zomato Gold Membership Extended

A Bangalore customer faced repeated Gold redemption issues at partner restaurants. After escalating through NCH, Zomato investigated, removed non-compliant restaurants, and extended his membership by 6 months with Rs. 1,000 credits.

Case 3: Rs. 25,000 for Food Poisoning

A Delhi family suffered food poisoning from a Zomato-ordered meal. Medical expenses totaled Rs. 8,000. Consumer court ordered Zomato and restaurant to jointly pay Rs. 8,000 medical costs plus Rs. 17,000 compensation.

Preventing Future Issues

Smart Ordering Tips

• 1
  Check restaurant ratings and recent reviews
• 2
  Read reviews mentioning order accuracy and packaging
• 3
  Verify item list before confirming order
• 4
  Use app chat to communicate special requests
• 5
  Inspect order immediately upon delivery
• 6
  Don't tip until you've verified order quality

Understanding Refund Policies

• •Full refund: For completely wrong orders, severe quality issues, major delays
• •Partial refund: For missing items, minor quality issues
• •Zomato credits: Often offered as alternative to bank refunds
• •No refund: If you've consumed majority of order before complaining

Processing Time:

• •Credits: Instant to 24 hours
• •Original payment method: 5-7 business days
• •Bank disputes: Up to 30 days

When to Involve a Lawyer

Consider legal representation if:

• •Claim amount exceeds Rs. 50,000
• •Serious health issues resulted from order
• •Zomato denies valid refund/compensation
• •Pattern of fraud or repeated issues
• •Complex legal questions involved
• •Consumer court proceedings required

Legal costs: Consumer court lawyers typically charge Rs. 5,000-15,000 for straightforward cases.

Frequently Asked Questions

Q: Can Zomato refuse refunds for quality issues?

A: No. If you report genuine quality issues with proper documentation (photos), Zomato must offer refund or replacement. If refused, escalate to NCH or consumer court.

Q: How long can Zomato take to process refunds?

A: Zomato credits: 24 hours. Original payment method: 5-7 business days. Beyond this is unreasonable delay justifying escalation.

Q: Are Zomato credits as good as money refunds?

A: Legally, you're entitled to refund in original payment mode. While Zomato often pushes credits, you can insist on bank refund for significant amounts.

Q: Can restaurants refuse Zomato Gold benefits?

A: No, if they're listed as Gold partners in the app. Document the refusal and report to Zomato. You may get membership extension and compensation.

Q: What if delivery partner stole my food?

A: Report immediately through app, email support@zomato.com, and consider filing a police complaint for theft. Zomato will refund and take action against partner.

Q: Can I file consumer court case for Rs. 500 order?

A: Technically yes, but court fees and effort may not be worth it. Reserve consumer court for claims above Rs. 2,000 or repeated issues.

Conclusion

While Zomato has robust complaint redressal mechanisms, knowing the proper escalation path is crucial for effective resolution. Start with in-app support for quick fixes, but don't hesitate to escalate through email, social media, NCH, and consumer courts when necessary. Document everything, know your rights, and persist until you receive fair compensation.

Remember, you're protected by the Consumer Protection Act 2019, which recognizes online food delivery as a service subject to consumer rights. Don't accept unsatisfactory service—use this guide to enforce your rights and get the resolution you deserve.

Need help filing your complaint? Niptado can assist you in drafting effective complaints, tracking escalations, and even filing in consumer court if needed. Our AI-powered platform simplifies the entire process, ensuring your voice is heard and your rights are protected.

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*Disclaimer: This guide is for informational purposes only and does not constitute legal advice. For specific legal guidance, consult a qualified consumer rights attorney.*

*Last Updated: January 2025*