Food delivery apps have become a daily habit for many Indians. Apps like Zomato make ordering food quick and easy. But along with convenience, complaints about refunds and customer support are also rising. A recent case about a missing refund has again brought Zomato under public attention.
Customer Claims Refund Was Approved but Never Credited
The issue came into the spotlight when a Zomato user raised his complaint on social media platform X (formerly Twitter). The customer claimed that a restaurant had already agreed to give him a refund for his order. According to him, Zomato’s customer support also confirmed that the refund was processed.
However, even after this confirmation, the money did not reach his bank account.
Social Media Post Goes Viral
The customer replied to a post by Zomato Care, where the company was warning users about fake helpline numbers. Using this opportunity, the user questioned Zomato’s refund system and accused the platform of not releasing the approved refund.
Is this new business model? Restaurant agrees to refund n asks Zomato to initiate refund but Zomato quietly suppresses the refund n keeps money. Screenshot of Zomato customer service confirming refund to restaurant manager but customer never got the refund. Order ID# 7703510686 pic.twitter.com/RWZVZsRPaM
— S Singh (@SnlSgh) January 22, 2026
He also shared screenshots of his chat with Zomato’s support team. In the screenshots, a support executive clearly mentioned that a refund of ₹180 had been processed. Still, the customer claimed he never received the amount.
Why This Incident Upset Many Users
This post quickly caught attention because many users have faced similar issues earlier. People often complain that once a refund is marked as “processed,” there is no proper follow-up. Customers feel stuck between the restaurant, the app, and the bank.
Such cases create doubt about transparency and fairness in refund handling.
Zomato Care Responds to the Allegation
After the post gained traction, Zomato Care responded publicly. The company said it understands the customer’s frustration and asked for some time to check the issue.
Zomato did not clearly explain whether the refund was delayed due to technical issues or if it was never initiated properly. The reply was short and did not give full clarity.
Bigger Questions on Customer Trust
This incident has once again raised questions about how food delivery platforms manage refunds. Many users feel that customer complaints are closed too quickly without proper resolution.
When refunds are small amounts, customers often stop following up due to frustration. This makes trust even weaker.
Why Refund Transparency Matters
In digital services, trust is everything. Customers expect clear updates, proof of refund transfer, and proper timelines. If apps fail to explain delays, users lose confidence.
Experts believe platforms should give transaction reference numbers and clear refund tracking to avoid such confusion.
Conclusion
The Zomato refund complaint highlights a common problem faced by many online customers today. While Zomato has responded, the lack of detailed clarification leaves room for doubt. As food delivery apps continue to grow, strong customer service and transparent refund systems are the need of the hour. Companies must ensure that approved refunds actually reach customers without stress or confusion.
FAQs
What was the customer’s complaint against Zomato?
The customer claimed that even after the restaurant and Zomato support approved a refund, the money was never credited.
Did Zomato accept the mistake?
Zomato responded saying it understands the issue and is looking into it, but did not clearly accept or deny the mistake.
Was proof shared by the customer?
Yes, the customer shared screenshots showing Zomato support confirming the refund.
Is this a common issue with food delivery apps?
Many users report delays or confusion in refund processes across multiple platforms.
What can customers do in such cases?
Customers should keep screenshots, order IDs, and follow up regularly. Posting publicly sometimes speeds up responses.