Zomato Responds After Customer Complains About Finding An Insect In The Food She Ordered

Once again, Zomato found itself at the centre of online backlash after a customer took to X to share an unpleasant experience. Sadly, the post wasn’t about anything positive, as the customer claimed to have found an insect inside the food he had ordered. The shocking discovery completely ruined his dining experience, leaving him disgusted and disappointed. Calling it unacceptable, the customer publicly called out Zomato, drawing attention to food safety concerns on the platform.

Customer claims insect found in Butter Chicken ordered via Zomato, slams platform online

On January 12, a customer named Sanjeev Singh took to X to share a shocking and deeply unpleasant experience with Zomato. What began as a routine food order quickly turned disturbing when he allegedly found an insect inside the butter chicken he had ordered. Outraged by the incident, Sanjeev publicly called out the platform, tagging @zomato and @zomatocare in his post.

Describing the ordeal, he wrote,

“I ordered butter chicken and found an insect inside. Wasn’t able to eat anything afterwards. Even vomitted seriously 2 times.”

According to him, the incident not only ruined his meal but also affected his health, making the experience all the more distressing.

To corroborate his claim, Sanjeev attached photographic evidence along with his tweet. The image, which many found disturbing to look at, allegedly showed the insect found inside the dish, strengthening his allegation and leaving netizens visibly disgusted.

He further added,

“This is a serious concern. Also my money is wasted I need refund.”

He wrote this while sharing his order ID to underline the seriousness of the issue.

The post quickly gained traction enough for Zomato to respond.

Have a look at the whole tweet

@zomatocare @zomato
Order id – 7674276826
I ordered butter chicken and found an insect inside
Wasn’t able to eat anything afterwards .
Even vomitted seriously 2 times
This is a serious concern
Also my money is wasted i need refund pic.twitter.com/yoMTtrIjsS

— Sanjeev Singh (@Sanjeevs1010) January 11, 2026

Zomato responds after customer flags insect in Butter Chicken order

Following Sanjeev Singh’s disturbing post, Zomato Care responded publicly to address the complaint. Acknowledging the seriousness of the issue, the platform stated,

“It’s really unfortunate to hear what you have gone through, Sanjeev. Rest assured, we’ll take this up with the restaurant partner.”

It’s really unfortunate to hear what you have gone through, Sanjeev. Rest assured, we’ll take this up with the restaurant partner.

— Zomato Care (@zomatocare) January 12, 2026

By writing so, they assured that the matter would be escalated with the concerned outlet.

Zomato further added that the issue had been taken up privately, writing,

“We’ve addressed your concern through DM. Please take a moment to check it out.”

We’ve addressed your concern through DM. Please take a moment to check it out. https://t.co/jcTFuGT2Se

— Zomato Care (@zomatocare) January 12, 2026

By shifting the conversation to direct messages, the platform signalled that steps were being taken to resolve the complaint and offer necessary support to the customer.

However, incidents like these go beyond refunds or apologies. Finding an insect in cooked food can severely shake a customer’s trust in both the restaurant and the delivery platform, especially when it poses potential health risks. Such experiences can be truly injurious, leading to food poisoning, illness, or lasting fear around ordering food online. For customers, food safety is non-negotiable, and even a single lapse can undo years of trust built by a brand.

What are your thoughts on this incident? Has it ever happened to you? Do share your thoughts via the comments below.