Zomato Responds After Complaints About Strange Delivery Distance Difference For Same Restaurant

Food ordering has seen significant changes over the past decade. In the past, one had to call the closest restaurant, but now it has all been simplified through food delivery apps. Zomato and Swiggy are becoming a part of everyday life in India, changing the lifestyles of consumers, the business of restaurants, and even how employees work. Nevertheless, despite being extremely popular among the masses, there are several issues with food delivery apps.

One of the most frequently cited complaints about these apps is the lack of transparency in pricing and delivery charges. Many customers claim that prices change depending on the time and day, and there are various fees for delivering their orders. Recently, a consumer reported a case that perfectly exemplifies these issues. A customer complained on social media that the same restaurant, viewed from the same delivery location, showed two different distances. This discrepancy wasn’t just a technical quirk, but it directly inflated the delivery fee. Now, Zomato has also reacted to the incident:

The customer raises questions over the delivery fee calculation

Recently, a Zomato user brought an intriguing controversy to light after observing a glitch on the Zomato website, where the distance between the same restaurant, from the same point of delivery, varied. This difference, however, had a direct effect on the delivery charges. The problem was pointed out by X user Abhijit Boruah on the platform on April 8, tagging Zomato and its customer care handle in his post.

In the post, Abhijit wrote,

So this is how customers are treated now? From the SAME location, the SAME restaurant shows two completely different distances — 3.3 km vs 7.1 km. That’s more than double. And guess what changes with distance? Delivery fees. @zomato @zomatocare

The screenshots shared by the user in the post seemed to illustrate the same restaurant listing, but the route distance between both points of delivery differed when checked on Google Maps and Zomato. When checked on Zomato, the distance showed 7.1 km, while Google Maps showed 3.3 km distance. It raised questions for the user about the method employed by the application for charging customers.

Have a look at the original post:

So this is how customers are treated now?

From the SAME location, the SAME restaurant shows two completely different distances — 3.3 km vs 7.1 km. That’s more than double. And guess what changes with distance? Delivery fees.@zomato @zomatocare pic.twitter.com/0OR9nHxXdS

— Abhijit boruah (@Abhijitborn78i) April 8, 2026

How did Zomato respond to the above-mentioned incident?

In reply to the consumer’s post, the Zomato support handle requested the user to provide his registered phone number and delivery location via private message for further investigation. Zomato wrote,

Hi Abhijit, please share your registered mobile number along with your delivery address via DM so that we can look into this for you.

Hi Abhijit, please share your registered mobile number along with your delivery address via DM so that we can look into this for you. https://t.co/jcTFuGT2Se

— Zomato Care (@zomatocare) April 8, 2026

Later, a couple of hours after posting the previous comment, the Zomato support team published a second message saying,

Our team is looking into your concern and will get back to you with an update.

Our team is looking into your concern and will get back to you with an update.

— Zomato Care (@zomatocare) April 12, 2026

As of now, no public statement from the company has been published about the issue of showing the same restaurant at two different distances within the app interface.

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