Zomato charging full order amount as cancellation fee

Zomato charging full order amount as cancellation fee

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Apra Jain started this petition to Zomato and

I still remember how Zomato was the first massive online food ordering service in India that everyone instantlytook a liking to. Over the years, this startup has become a household name even in cities and towns one would’ve never expected to find such a service. I personally came to love this app and started using it on daily basis when away from home. Their interface was always impressive and improving smoothly and their offers were tempting.

But as they say, not everyone knows how to handle success, neither did Zomato. I started reading about cases where Zomato showed callous behaviour and started ripping people off by internally and slyly changing the policies for some of their features like Zomato Gold and order cancellations without announcing the said important changes, which would eventually lead to even their loyal customers being in the dark.

I had the worst experience with Zomato recently when I placed a bulk order, dates 26th April 2019, which I had to cancel since they don’t allow order modifications and I did so within less than a minute. Also, apparently they don’t accept COD over an order amount of ₹750 so I had to make an online payment. Earlier they would cancel the order without charging a fee if canceled within a few minutes. But now they charged the full amount. So here’s what I did :

• I contacted them on chat support and I was told the full amount is charged if the order is canceled after the restaurant confirms it since “they start preparing the food”. Zomato thinks the customer is stupid enough to believe a restaurant starts preparing a bulk order of at least 30 items within a minute.

• The Zomato rep on their official customer care email id also refused to do anything about the matter.

• They don’t even have a customer care number!

• I went ahead to register a complaint online with the consumer court and came across numerous such complaints against Zomato.

Zomato has stopped making cancellations in general for any order, no matter if you try to cancel it within 2 seconds. You will be charged the full amount.

This is a violation of customers’ trust and loyalty which shouldn’t be ignored. It’s unfair and unjust to keep exploiting customers - regular or new - with such baseless policies. It’s high time Zomato makes some changes in the policy makers now.

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