Zomato: Food Delivery & Dining Reviews

I’ve been a happy and loyal customer with this app for years! Until this week when 2 weeks in a row I had an issue with my order and instead of fixing the problem they just refunded my money instead of investigating the problem further. The first time the problem occurred I did receive a voucher which I used towards the second order. Then the problem occurred again and their representatives refused to send an additional voucher. Only to tell me my original voucher used would be returned in 2hrs and I needed to order from a different restaurant. So therefore you expect me to wait two hrs to order from a different restaurant and starve my kids til then in order to utilize the voucher. The problem could have been solved by simply gifting me another voucher since the same issue occurred 2 weeks in a row. It was my foolishness to think this problem had been solved and then to think I would receive the same courteous customer service when I did not. In my opinion the representative needed additional training as they were such in a rush to end our chat and care less that I was leaving the chat very unsatisfied! Less learned and I will no longer be using this app until they make some changes and put their customer concerns first!

I stopped using Zomato when they killed the popular Urban Spoon app, I thought I would give it a look again and wow, what a disappointment. Why would I use Zomato at all? The features that were Urban Spoon are now totally gone. I could just use google or yelp which are way more updated, and Zomato no longer lets you search by cuisine unless you click 8 steps deep in filters? Fail. It just shows you restaurants nearby. What if the nearby restaurants are not what I am looking for? It has no more pick cuisine, price range and shake your phone and a cool vegas like slot machine would roll thru food possibilities with sounds and ratings. Yelp has easy cuisine slider with one click. For those who never knew Urban Spoon you are the lucky ones as you have no idea what you are missing as Zomato deleted it and replaced with an app not worth taking up space on my phone. Nothing to see here, keep moving along.. so sad.. I can't see what value Zomato brings to anything, it's purpose is irrelevant. The reviews here that are more than 1 star are either fake or have never heard of yelp. Bring back Urban Spoon and see which app users prefer or just continue to force people to login to Zomato after reading the bad reviews to see it is really that bad. Click, delete.

They missed some items from my order and instead of asking the restaurant to correct it they said that they would give 50 rupees in COUPONS to my account. In other words instead of refunding the amount of missing items or delivering them to my house they said they would give me coupons (not even this app credit) but coupons so that I would have no choice but to spend more money on their site. Their customer service is disgusting. They wanted the customer to bear the burden of the restaurant’s mistake and their incompetence. They don’t even have a helpline they just chat with you and keep suggesting that they will make sure nothing bad happens on you next order. They suggested to me to order from the same restaurant, who had messed up my first order....instead of fixing the blunder that they had made they want me to trust and pay money to the same restaurant again. I was a lot loyal costumer of this app and I ordered a lot of food there. But after I brought up this issue and I witnessed their pathetic customer service when a loyal customer has a genuine problem....I can no longer order from them. I left this app the other a bitter taste in my mouth. I will save my money, my health, and my peace of mind by never dealing with them again.

Professional all around, but in the particular country I reside, Zomato can not determine if a particular restaurant is actually open for business. It will allow you to order, then it will send a text saying it could not fulfill the order and that a refund will be issued within a week. I have not had any problem receiving these refunds within the week, but it is frustrating to spend all that time analyzing the menu and selecting the food you want only to have to start all over at a different restaurant. The glitch is never fixed either. I could subsequently order again from the same closed restaurant over and over even days or weeks later. Zomato should be able to detect a closed situation and then remove ordering for that restaurant until further notice.

Decent app and user friendly interface but that’s where the quality ends. Delivery times are unreliable (can’t track like uber eats) and frequently payment is charged before the restaurant can confirm that the order can be fulfilled and you’re stuck with a charged credit card looking for options to replace what you ordered. Same responses from this app customer service when you complain, “we will follow up and give the restaurant a stern warning “ etc etc. Nothing improves. For quick and reliable delivery times Uber eats is the way to go.
UPDATE: I have long since deleted Zomato and no longer use it it’s a joke and I’m giving it one star because zero is not an option. After writing my first review 8 months ago I’d hoped things might improve but same story. Delivery is late or order is accepted and card is charged without the restaurant knowing if they can fulfill the order, you complain and they apologize and give you this app credits, pointless. I use Zomato in the UAE and there are better options here.. don’t bother

I ordered many times but last time ordered and the item I ordered was not given but instead switch to another product.

I contacted Customer Care via Zomato and the Customer Service Rep said to me that I should just accept what I got.

I said I don’t want it and he insisted and trie for emotionally blackmail me using the Covid crisis.

He said there is nothing that can be done. I said I am asking for a refund only if the vendor can not provide the item requested and he can take the product he gave as I am allergic to what he gave.

The CSR still insisted I accept what given and refuses to do anything else and he went on to stay that the vendor has the right to give any product instead of the requested if they do not have the product they have listed.

I have screenshot the entire chat session. The point of the money is not the case it is the principal. How in the world can this app expect a consumer to just accept any product because their partner screwed up.

It was disgusting to be in that chat. They surly have no Customer Service concept in the organization, assuming what the CSR stated is correct. They do not provide any refunds and they only take feedback. If that is the case then the company does not have any customer service.

So at the end this app is not taking accountability and expect the customer to accept what they get so that their jobs becomes easier.

If I could I would of posted the chat screenshots.

I placed an ordered, the order was delayed, contacted chat support where no one replied, contacted the restaurant where the restaurant said the order has already been sent out, but the driver did not deliver the meal and had cancelled the order without Zomato giving me any notification. 20 mins later Zomato said they have completed the delivery and the order has been delivered while I have not received anything. Basically, if the driver was unable to deliver your meal, and you had already been charged with the credit card, forget about anything replying anything to you. The restaurant or this app. You are at a loss. No compensation given. No one picks up your call, or replies to your chat — not after 6 hours away, after 6 hours the customer support chat replies after I had mentioned the issue again, and said refund will take 2-7 days -‘s no compensation can be given. Before we ended our chat conversation, he asked me to rate this chat positively as I would be rating the chat not the restaurant.

Zomato changes too much fees for the reason of improvement but unfortunately it just getting money for nothing you can save by calling the restaurant.
I had bad experience with Zomato when I ordered a food and when the restaurant didn’t take too much time I chat with Zomato bad customer care and they told me you can’t cancel your order it’s out for delivery just wait for short time and waiting I called the restaurant and they told me your order has been canceled by Zomato !!!!!!!!
I lost money and time when I chat with them to complain they told me the restaurant called you but you didn’t answer which is not excuse at all especially if they told me it out for delivery

I will not use Zomato again because they are not transparent

The application itself needs an update. It was really good before they tried to be fancy and updated their app. Lately it takes time to load.
Couple of days back, placed an order, it was delivered to the wrong apartment number. This was the second time in 4 days. When contacted the customer service, they were first unable to trace the account. Robotic message pls give registered mobile number. After sending them the screenshot they said pls update address as it shows my previous apartment number which i deleted 5 days back. Still the robot didnt want to stop arguing and asked me to delete the current address and update it again.
Slow claps for the amazing service

The food is good which is the restaurants responsibility, however, Zomato and coupons are very unreliable. Many times I'm about to check out and it tells me "the delivery for this restaurant is unavailable to your address". I called the restaurant and they are delivering so this app has made the decision of now delivering the food. Super annoying. Additionally, my welcome coupon wasn't working and I reached out three times to see why that was happening. They got back to me after I had already ordered with the coupon just to tell me that "sorry, you've already place your order without using the coupon so you can't use it anymore". There are better apps like swiggy and uber eats that I'd recommend. On top of everything, this app's customer service is horrendous. The staff is unknown and you can only chat with because there isn't a number to call. Two of the three times, the staff was incredibly unhelpful, rude and didn't care. I would recommend not to use Zomato.

I had very bad experience with this app . I m so disappointed with your service. I ordered pizzas with this app through la pinoz. They have given instructions to the delivery boy that pizza is cheesy . So handle with care instead of that pizzas were in very bad condition . Toppings were not there on the pizza . Toppings were on the box nd 3 slices of pizza . I even had chat with customer care. But they were least bothered. Nd instead of solving my problem after 30 minutes they have added ₹100 in my account . As if your ₹100 can solve my problem. I have ordered the pizza amount₹923 . I even told them we are starving . Instead of giving solution they were sorry . Is this the way you are delivering your promises ? Nd i must say the tagline which you have used “Not all superheroes wear capes” . We don’t want such heroes . Don’t make promises if you can’t fulfil them . Swiggy is much better than this app. Atleast they care for their customers. Thanks for your ₹100 credit and for such a nice pizza and so good service .

I’ve ordered from this app several times thinking every time it’ll be good and better in services but it’s the same . And the customer service will only give you their pre made chats and unnecessary reasons . I asked for a refund on wrongly made order and they said the phone no of the restaurant isn’t working and they can’t get in touch . Really !! So this app lists any restaurant without verifying the details of it . Purely business and playing with customers .
Secondly , their refund is frustrating and inconsiderate. Meaning, when you order and something goes wrong , forget on what you’ve spent and be ready to cook or order somewhere else .
I’ve used other services too and that are much better then this app .
Guys stop seeing their attractive discounts and promotions rather spend a little and order from better services which takes care of customers.
Hope this help, good luck.

I placed an order for lunch which was cancelled by this app without any explanation after I informed their customer care service that I was unable to reach the delivery executive over phone despite having waited for over 30 minutes for my lunch to be delivered on a very busy day. After cancelling the order they issued a refund for half the amount I paid while issuing the other half in the form of a coupon which will expire in 30 days like I would ever want to use Zomato again (Given that they messed up 3 out of 5 times I have ordered using Zomato). When I politely asked for a full refund instead the customer care executive simply said there’s nothing he can do about it as it’s an automated system.

If you want to wait for your food for hours on the end without any certainty that it will be delivered then I would recommend that you choose to pay on delivery rather than have no food and lose half your money to this unscrupulous company.

My favorite country to visit is Italy and here in Alexandria, we have a restaurant that reminds me of a little trattoria in Rome ... from the moment I enter Veronas I’m transported back to my favorite spot in Rome ( Piazza Navona) at Veronas there are many superb dishes to order , no matter which tasty dish you order , you will not be disappointed... it’s hard to choose as I try a different dish each visit .. I think my favorites are the Salmon Special ( capers , Tomatoes, Kalimata olives in a white wine sauce ) the Salmon melts in your mouth , I also love his Italian spaghetti, Tony’s sauce is truly spectacular, oregano, basil .. it’s a secret I’m sure , I’ve tried to duplicate it but mine always falls short .. the staff is friendly , the prices reasonable... if you want a taste of Italy , I recommend Veronas, tell them Michelina sent you ...

I love the application and i really use it whenever i want to order something or just for food suggestions. However there two things that really get on my nerves and i use google afterwards. First thing, whenever i write the name of the restaurant and it takes me to it’s page, there’s always the suffering of simply finding the phone number. I know there’s a small button on the right with a phone picture on it however i don't always find it. Why?
Number two, it only suggests restaurants based on my location. Sometimes i’d like to have other options rather than just the ones near my location.

Seven months ago I added multiple restaurants they are still pending moderation. The developers could care less about Zomato. I am deleting it I am tired of it. They are better apps out there.

I attempted to add multiple restaurants in June and not a single one is been added yet. If it wasn’t for the fact that I have lots of restaurants saved on here I would totally delete Zomato don’t waste your time if you’re new to it. They told me before to contact them and I have but they don’t respond. Whoever you are who supposedly runs Zomato you’re useless and you’ve proven that you are. I have sent several emails over the last month and I’ve not gotten a single response. I have added five restaurants but they still show as under review and have not been added. I think the developers have absolutely no interest in Zomato. There’s a note of an update about some stupid mascot, but they have no interest in doing anything useful.

I wish Urbanspoon could come back.

So I got a request supposedly from the developers to send my concerns to a different email address. I forwarded my email to that address and included my user name and so far they have done squat. They don’t care. I was trying to add new restaurants which is kind of what Zomato is supposed to be about. They still show though as waiting for review.

I placed an order from Vantillu, Hafeezpet, Hyderabad on this app. The order has 1 x Veg Meals Full For 2 Person and 1 x Rumali Roti. Once I received the order, there was no rumali roti and 2 items from the Veg Meals was missing. I tried contacting the customer support to explain the situation of the missing items. All this app did was they contacted the restaurant and the rider who delivered the order and confirmed that there were no missing items and ended the chat. I had to contact them thrice for the same thing but they won’t even listen to their customer. It’s very rude of their executives to behave this way to their customers. It’s frustrating that you receive the missing items and then had to contact them only to realize that they don’t care for their customers. I won’t order from this app again and their customer team only gives terrible experience to their customers.

I am not the type of person who wastes the time rating or not rating services however in this case I felt compelled. The support is no existent and just a chat with someone who just does not care. The order I placed was not the order I received and between the restaurant ( Papa John who could careless about customer service) and this app they just finger pointed and I lost out. Well my recourse as weak as it is to never you the this app service again and stop ordering from Papa John’s. As no one cared to fix my order. It is not about money or getting free food it is about getting what you asked for when you paid for the service.

Two orders with the same experience first order was late for two hours and then when I asked to cancel I was told refund takes more than a week for refund which was on the 1dec and second order the same thing I ordered and the restaurant canceled and refund was not done upto tomorrow and only for one order the second orders refund I haven’t received yet !!!!
Very difficult to reach customer service and they’re not much of a help either
The process frustrates you to give up and forget about your money
I have never ever had such an experience with other ordering apps like talabat they are excellent and great customer service easy to reach and you get your refund the same time plus complementary rewards add to make it up to you the only reason I order from this app is that they have few more options that I prefer from restaurants.

Don’t trust to this app. Horrible customer service and they will never refund you if you not follow them and keep reminding them. I had many similar cases where sometimes restaurants cancels the order and this app never refunds. And this app marks order as delivered but in reality restaurant already informed me that they cancelled the order and notified this app. However this app team called me back right after and told me that restaurant wants to confirm your location and asked to send my location to restaurant!! Really?? What is this??? that’s really fraud. When you tell this to their chat based customer support what they will say in the beginning they apologize ten times using their famous template and they say that restaurant is not answering to their phone call while I called and spoke to restaurant just before and could call them without any problem. Very bad experience!!!

I live in cbd so Zomato is my go-to app on a daily basis! Absolutely love it!!!!! Makes life soooooo easy for me cuz I can quickly search new restaurants, easily navigate location cuz it’s linked to google maps, call up the restaurant. My fav feature is getting to view the restaurant “Menu” section. One thing I’d improve about Zomato would be for them to separate the photos, one section for the food photos and a second section for the restaurant photos, cuz I want to c what the restaurant location/internal ambience/external building looks like , but it’s time consuming for me to scroll thru hundreds of photos to look for the restaurant photos. Over all , app is awesome!!

If you buy a great program, don't replace it with one that is sub-par. You would do everyone a huge, huge favor by just bringing back UrbanSpoon, with is classic yellow background, and original programming. It was the best app ever for finding places to eat. Just run two apps if you feel the need to continue this app, which appears to be somebody's "baby" that they can't seem to give up, and felt it was superior. Read this to the owner. It's like putting in the third-sting QB because he is the son of the largest donor. You just don't do that. You put out the best product- always.

Replacing UrbanSpoon w/ this app is like replacing Star Wars w/ the old "Lost in Space" TV series. Pleeeease bring back UrbanSpoon in all its glory, and get the original creative programming team back? ;) Give them free reign to do so.

I like this app and I have been using it for a long time but after last year’s update I have been trying to cope with the new app interface and failing not to curse every time I tried to order something or to check a restaurant. I can confidently say that out of the 200 apps or so on my phone this app has the worst interface and is the least user friendly, did the people who designed Zomato work in designing puzzles before? They should be blacklisted from ever again having anything or do with an app. They have a better chance perusing a career in quantum physics or carpentry or anything but UI design.
Everything in this interface is wrong, here are some of its shortcomings (to name a few):
the small fonts.
the colors which have nothing to do with this app’s website.
you order from the order screen and then you need to go to a different place in the profile screen to find (by chance) notifications about your order, the profile page looks like it was designed by a different team and inserted into Zomato .
Every single option is hard to find really!

I still like this app and I still use the website mostly but I hope this app will work on a complete redesign of Zomato soon (then I’ll change my review) before frustrated users like me steer away from it altogether

I have used Zomato for a bit more than a year. I had a couple of issues but overall everything worked in the end simply because most of the times I contacted the restaurants directly. Today I got charged for extra avocado but it was not added to my tartine. I decided to use their chat support. I immediately got notified i got 0.67usd in this app credits. But when I asked if this is equivalent to the 2,000LP I got charged they replied that it is not and I got a “this is the best we can end from our end =)”. After I told them this was not ok, as clearly I can live without 2,000LP, but i am making a point not to be charged for what I didn’t receive and that they should return the exact amount that they charged for! I was informed that I was given 9usd in this app credits! I really don’t understand the logic and I am not happy with this money joking around. Since then, Khalas, I’m done using them