Zomato Responds After Customer Complains About Finding An Insect In Rasmalai Order

Food delivery apps emerged as a solution to busy lifestyles, traffic congestion, and limited cooking time. They enabled consumers to experience a variety of cuisines, competitive price advantages, and attractive discounts. The food delivery apps also created new vistas of earnings and reduced dependency on foot traffic for restaurants. The COVID-19 pandemic further accelerated this shift, turning food delivery from a luxury into a necessity for many households.

Nevertheless, with an increase in order volumes, there has been an increase in incidents of improper products being delivered, delayed delivery issues, spills, stale food, and even contaminants. Customers often rely entirely on packaging and platform assurances, with little visibility into kitchen conditions or food handling practices. A recent incident highlights these growing concerns. A customer took to social media claiming to have seen an insect in a serving of Rasmali that was to be delivered through Zomato. Responding to the complaint, Zomato Care acknowledged the issue and assured an inquiry. Let’s see what happened.

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The customer complained about finding an insect in the Rasmalai ordered by Zomato

A food safety concern surfaced on the social media platform X, formerly known as X. On January 23, an X user named Sanjesh claimed that he found an insect in the Rasmalai, which he ordered from Zomato to gift someone. He shared images of the dessert and had mentioned the order number while seeking immediate assistance from both Zomato and the restaurant involved.

The post included two close-up images of the dessert, where a small insect-like object seems to appear near the surface. The customer tagged Zomato Care and asked it to “amplify” the issue, stressing the gravity of the situation. In his post, he wrote,

7713041618 order got foreign insect in rasmalai pleae help @jagograhakjago amplify it @zomatocare @zomato

7713041618 order got foreign insect in rasmalai pleae help @jagograhakjago amplify it @zomatocare @zomato pic.twitter.com/LlKG4mp78U

— Sanjesh (@Sanjesh72088102) January 23, 2026

How did Zomato respond to the incident?

Responding to the complaint, Zomato Care first acknowledged the customer’s concern and regretted the experience. The company replied and said that it understands how distressing this incident must have been and assured him that the matter was being taken seriously. Zomato further added that some time would be required to coordinate with the restaurant partner to look into the issue in detail. Zomato wrote,

Hey Sanjesh, we understand how upsetting this must be, and we’re taking it seriously. Please allow us some time to take this up with the restaurant partner.

Hey Sanjesh, we understand how upsetting this must be and, we’re taking it seriously. Please allow us some time to take this up with the restaurant partner.

— Zomato Care (@zomatocare) January 23, 2026

In response to the first reaction from Zomato, the customer replied again, asking for special attention to his problem. The exchange remained visible on the platform, though the post did not go viral.

Soon please it a gift for someone specisl

— Sanjesh (@Sanjesh72088102) January 23, 2026

In a subsequent update, the company stated that once the details were reviewed, the team would be able to assess the situation more effectively and provide support.

Hey Sanjesh, we have addressed your concern via DM, please have a look. If you need any further assistance, we’re here to help.

— Zomato Care (@zomatocare) January 23, 2026

Food safety in food delivery platforms seems to be a continued point of interest, especially regarding food contamination. While food delivery aggregators such as Zomato do not actually cook food themselves, they act as a link between the customer and food businesses. So, it falls on both sides to fulfill their obligations.

These kinds of complaints, albeit from a small segment of consumers, underscore the value of prompt response channels and transparent investigations to foster consumer trust. Currently, there has been no announcement regarding the ultimate result of the investigation. Zomato has not disclosed the name of the restaurant involved or whether any action has been taken, stating only that the matter is under review.

What do you think about this incident? Do share your thoughts with us in the comment section of this article.