I’m noticing a pattern from the last few months:

* Order gets mishandled (spill, damage, missing items)
* You raise a complaint expecting replacement/refund
* No real support representative available
* Forced to email [`order@zomato.com`](mailto:order@zomato.com)
* Delayed replies despite “24-hour response” promises
* Eventually get a copy-paste rejection, even when evidence is obvious

I’m not someone who raises complaints casually. If a restaurant or delivery partner messes up, I only expect basic accountability.



**Incident 1 – Pizza delivered upside down (Spillage/Damage) | Order ID: #8223278679**

Ordered a pizza. The delivery rider literally handed the pizza box upside down. The entire cheese layer had stuck to the cardboard lid. Pizza was completely ruined. I emailed support with proof. Their automated mail said I’d receive a response within 24 hours. Instead:

* No response for more than 48 hours
* Had to send a reminder email
* Finally got a generic copy-paste response
* No refund discussion at all

What frustrated me more was that they initially tried to imply this was a restaurant issue. How exactly is this the restaurant’s fault when the rider physically carried and handed over the pizza upside down?

Even after clarifying that the issue was mishandling during delivery, the refund was denied.



**Incident 2 – Missing items in order | Order ID: #8241310780**

Another day, another issue. I ordered a combo meal that included fries. The **Peri Peri fries packet was present, but the fries themselves were missing.** Raised a complaint.

Zomato’s response?

>

I honestly don’t know what more proof is expected. If the packet is there but the food is missing, what exactly am I supposed to submit?

# Bigger issue here

These are just **two consecutive incidents**, but over the last \~6 months, I’ve noticed a sharp increase in:

* Mishandled deliveries
* Missing items
* Poor packaging accountability
* Automatic claim denials

What bothers me isn’t just the mistake. Mistakes happen. What bothers me is the complete lack of accountability after taking:

* Inflated menu prices (2x the regular price)
* Delivery fees
* Platform fees
* Restaurant commissions (40% from every order, not profits.)

And still refusing responsibility for obvious delivery or order failures.

Before someone says *“just go pick it up yourself”. Y*es, that’s cheaper. But the whole point of paying a premium for convenience is expecting a minimum standard of service and support when things go wrong.

Has anyone else noticed Zomato becoming far more aggressive in rejecting refunds lately?



**TL;DR:** Two back-to-back orders had issues (pizza damaged due to mishandling + missing food item). Both refund claims were denied despite proof. Feels like Zomato is increasingly avoiding responsibility for delivery/order failures.

Zomato has quietly stopped taking responsibility for obvious order issues.