Recently, a post about a person’s experience with Zomato’s customer care was doing the rounds online. LinkedIn user Kumar Aryan wrote a long post on the platform in which he explained how the customer care representatives responded to his complaint, which left him dissatisfied. He claimed that he found a sharp object in the food he ordered through the app. According to his post, he found it in the Afghani chaap and hence he raised the issue by contacting customer care through the app. The representatives asked him for photos/videos of the order, which he provided.
Also read: Delivery agent caught on camera stealing food in Bengaluru, Zomato responds
However, he was unhappy with the “copy-paste” nature of their responses. He claimed they did not even agree to come on a call to discuss the issue. Here is the full caption of the post:
“Dear Zomato Friends,
It’s not about your campaigns, although they are great, but playing with people’s lives is not good. It’s about your exceptionally poor service and customer care team. I ordered Afghani chaap and some rumali rotis, but it turned out that the chaap had a sharp object in it. Now the best part is that I asked for a full refund, which your team did not agree to and then I remembered that you guys pay the riders too and I realized later that the amount you were willing to pay was okay.
But then I realized that my interaction with your representative was extremely bad, who was constantly copying and pasting the same content to me. Despite asking multiple times, the person did not agree to have a normal conversation on the call so that I could ask him and the team how this problem can be resolved. I hope you guys start spending some of your marketing budget on helping your teams understand how to be human. I think it’s important for people to be more human in the age of #AI.”
He also shared screenshots of his conversation with the customer care. Check them out below:
Photo Credit: LinkedIn/ Kumar Aryan
Photo Credit: LinkedIn/ Kumar Aryan
Photo Credit: LinkedIn/ Kumar Aryan
Zomato responded to the complaint on LinkedIn. They wrote, “Kumar, we sincerely apologize for this unfortunate experience. This is not the standard we strive to maintain. Furthermore, we apologize that you were not provided with the appropriate assistance you were seeking. Please share your order ID so that we can investigate the matter immediately and ensure this does not happen again.”
Other LinkedIn users have also shared similar personal experiences in the comments. You can see the full post here.
Also read: “No bill, no chicken”: Customer’s funny request to Zomato goes viral
