Food delivery apps have become a big part of daily life in India. From busy office schedules to late-night cravings, platforms like Zomato help people order food easily from their phones. However, along with convenience, concerns about food quality and safety are also increasing.
Recently, Zomato faced criticism after a customer claimed he found an insect in a rasmalai ordered through the app. The issue raised questions about food hygiene, restaurant responsibility, and platform accountability.
Customer Shares Shocking Experience on Social Media
The issue came to light when a customer named Sanjesh posted on social media platform X. He claimed that a rasmalai he ordered through Zomato contained an insect. The dessert was reportedly meant as a gift, making the incident even more upsetting for him.
The customer shared photos of the sweet and mentioned his order ID publicly. He also tagged Zomato, Zomato Care, and consumer safety handles, asking for quick action and attention to the issue.
Images Trigger Food Safety Concerns
The images shared by the customer showed a small insect-like object visible in the rasmalai. While the authenticity of images is usually verified during investigation, such visuals often create fear and anger among consumers.
Food items like sweets are expected to be prepared and packed with extra care. Even a small lapse can damage trust, especially when customers cannot see how the food is prepared.
Zomato Acknowledges Complaint and Assures Review
Zomato Care responded to the complaint and expressed regret over the experience. The company stated that it understands how disturbing such an incident can be for a customer.
Zomato informed the user that the matter would be reviewed with the restaurant partner. The company asked for some time to investigate the issue properly before taking further steps.
Customer Seeks Faster Action
After Zomato’s initial response, the customer replied again requesting urgent help. While the interaction did not go massively viral, it remained visible to users on the platform.
As of now, there is no public update on whether the investigation has been completed or what action has been taken against the restaurant involved.
Who Is Responsible for Food Safety in Delivery Orders?
Food delivery platforms like Zomato do not cook the food themselves. The responsibility of food preparation and hygiene lies mainly with the restaurant. However, platforms also play a key role by onboarding restaurants, handling packaging standards, and resolving complaints.
This makes food safety a shared responsibility. When such incidents happen, customers expect quick refunds, transparency, and strict action to prevent repeat issues.
Rising Complaints Highlight Need for Stronger Checks
Cases related to stale food, wrong items, spills, and contamination are increasingly reported online. Even if such cases involve a small number of orders, they affect public trust.
Experts believe food delivery platforms must strengthen quality checks, improve restaurant audits, and ensure faster resolution of serious complaints to maintain credibility.
Conclusion
The rasmalai insect complaint is another reminder that food safety cannot be taken lightly. While Zomato has acknowledged the issue and promised an investigation, customers expect clear outcomes and accountability.
As food delivery continues to grow in India, transparency, strict hygiene standards, and quick action will be key to maintaining consumer confidence. How Zomato handles such cases in the long run will decide how much trust users place in the platform.
FAQs
What did the customer allege in the Zomato rasmalai case?
The customer claimed he found an insect in a rasmalai ordered through Zomato and shared images on social media.
How did Zomato respond to the complaint?
Zomato acknowledged the issue, expressed regret, and said it is reviewing the matter with the restaurant partner.
Was the restaurant name revealed?
No, Zomato has not disclosed the restaurant’s name publicly.
Has the investigation been completed?
As of now, there is no official update on the final outcome of the investigation.
Who is responsible for food hygiene in delivery orders?
The restaurant is mainly responsible for food preparation, but the delivery platform also shares responsibility for quality assurance and customer support.