A customer has shared a frustrating experience with Zomato after receiving a damaged and incomplete food order. The incident has raised serious questions about food delivery quality, customer support, and platform fees charged even to Gold members.
Food Order Arrives With Spillage And Missing Item
According to the customer, the order placed through Zomato contained multiple food items. However, when the delivery arrived, some items were badly spilled inside the paper bag. One important item was completely missing from the order.
Worst experience with Zomato !
I’ve ordered multiple items from Zomato and I see some item spillage and 1 important item missing from the order, first of all Zomato removed customer support option so I’ve Emil the issue and the response was very bad— Jeffy (@santhosh_jeffy) December 17, 2025
Images shared by the customer clearly show food leaking out of containers, creating a mess inside the delivery bag. Such packaging issues not only ruin the meal but also cause inconvenience and disappointment for customers.
Customer Says Zomato Support Option Was Removed
The situation became more frustrating when the customer tried to contact Zomato support. As per the complaint, the in-app customer support option was unavailable. The customer had no option but to send an email to report the issue.
This lack of instant support made the experience worse, especially for a time-sensitive issue like food delivery.
Email Response From Zomato Left Customer Disappointed
After emailing Zomato, the customer claims the response was extremely poor. Instead of offering a solution, refund, or replacement, Zomato allegedly shifted the responsibility to the restaurant.
The customer felt ignored, stating that Zomato did not take any real action to resolve the problem.
Question Raised Over Platform Fees And Gold Membership
The customer also questioned why Zomato charges high platform fees if issues are simply blamed on restaurants. Even after paying for a Zomato Gold membership, users are still required to pay platform fees.
This has sparked concerns among users about what benefits Gold members actually receive if basic issues like missing items and damaged orders are not handled properly.
Who Is Responsible: Zomato Or The Restaurant?
While restaurants prepare the food, Zomato manages delivery, packaging standards, customer support, and platform policies. Customers argue that since payments and fees go to Zomato, the company should take responsibility for resolving complaints smoothly.
Passing blame to restaurants after charging platform and membership fees leaves customers feeling helpless.
Growing Complaints Against Food Delivery Platforms
This incident reflects a growing number of complaints against food delivery apps regarding poor packaging, missing items, delayed responses, and reduced customer support access.
Many users online have raised similar concerns, demanding better accountability and transparent grievance redressal systems.
Conclusion
This experience highlights the need for stronger customer support, better quality control, and fair treatment of paying members. If platforms like Zomato continue charging high fees, customers expect prompt solutions, not excuses.
Food delivery services thrive on trust, and incidents like these can seriously damage customer confidence if not handled responsibly.
FAQs
What was the main issue with the Zomato order?
The order arrived with food spillage and one important item missing.
Did the customer contact Zomato support?
Yes, but the in-app support option was unavailable, so the customer had to email.
How did Zomato respond?
According to the customer, Zomato shifted the blame to the restaurant and did not offer a proper solution.
Was the customer a Zomato Gold member?
Yes, despite being a Gold member, platform fees were still charged.
Why is this issue important?
It raises concerns about customer service quality, platform accountability, and the value of paid memberships.