Zomato Responds After Customer Exposes Company For Delivering 350g Instead Of 500g Meal

India’s largest online food delivery platform, Zomato, has, over the years, introduced features like calorie counts, hygiene ratings, and preparation times in an effort to increase transparency. Customers usually depend on restaurants and brands for descriptions that could help estimate the value while ordering online. However, there is often no standardized mechanism to verify the accuracy of such information once the food is packed and delivered.

Complaints related to portion size or quantity mismatch continue to appear on social media. Several customers on X and Reddit shared how they got smaller portions or lighter meals than promised. A few users speculated that some brands may include packaging weight in the listed total weight. Recently, Zomato has responded to one such allegation.

Twitter

The customer alleges that Zomato delivers meals with less weight

In India’s online delivery sector, a Zomato customer’s post claiming that his meal weighed far less than what was advertised has sparked discussion about food quantity transparency. The incident also involved EatSure’s restaurant brand, The Good Bowl.

An X (formerly Twitter) handle named @1234xyzzzzz revealed that he used Zomato to buy a Chicken Kheema Rice Bowl from The Good Bowl, a well-known brand under EatSure that runs several cloud kitchens nationwide. The bowl was priced at Rs 289 and weighed 500 grams. However, the customer asserted that the sealed food container weighed just 350 grams when measured after delivery. The user posted pictures as proof, showing the sealed bowl set on a digital scale that indicated the weight reduction. The caption said:

I ordered a rice bowl from @eatsurenow’s brand “The Good Bowl” through @zomato. I paid a total of ₹289 for a 500 grams bowl. To my surprise when the order came I found it to be 350 grams after measuring. The bowl is intact, in sealed condition.

I ordered a rice bowl from @eatsurenow‘s brand “The Good Bowl” through @zomato. I paid a total of ₹289 for a 500 grams bowl. To my surprise when the order came I found it to be 350 grams after measuring. The bowl is intact, in sealed condition. pic.twitter.com/eIgJWrnRUk

— west (@1234xyzzzzz) November 2, 2025

EatSure and Zomato responded to the above-mentioned tweet

EatSure and Zomato’s support teams quickly saw the post and openly addressed the issue at hand. Replying to the post, EatSure says,

Hi There! That is certainly not the experience we intend for our customers, and we apologise as your experience has been hampered. Kindly DM us your contact number so that we can fix this for you. (HM)

Hi There! That is certainly not the experience we intend for our customers, and we apologise as your experience has been hampered. Kindly DM us your contact number so that we can fix this for you. (HM)

— EatSure (@eatsurenow) November 2, 2025

Zomato also replied to the post, saying,

Hey there, this is certainly not the kind of experience we want you to have with us. Please allow us some time to look into this and get back to you with an update.

Hey there, this is certainly not the kind of experience we want you to have with us. Please allow us some time to look into this and get back to you with an update.

— Zomato Care (@zomatocare) November 2, 2025

While both responses were polite and conciliatory, they underlined a recurring theme in India’s food delivery ecosystem. The rising consumer grievances related to portion size, pricing, and transparency are becoming a headache for both the company and customers. Incidents like these, though seemingly small, strike at the very heart of consumer trust, which is a key pillar in the hyper-competitive food-tech industry. Amidst rising food prices and delivery fees, customers expect transparency and consistency in what they pay for.

While both Zomato and EatSure have assured the resolution, which is yet to be seen, social media posts like this may encourage platforms to strengthen their partnership agreements with restaurant partners to correctly depict the exact quantities and clarify if the mentioned weight includes packaging.

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