Zomato Responds After Customer Complains Of Receiving Non-Veg Rice Combo Instead Of Veg Order

The rapid emergence of food delivery apps has changed the eating habits of people living in cities across India. Thanks to applications such as  Zomato and Swiggy, customers can place orders from multiple restaurants right from their homes with just a couple of clicks on a screen. The convenience and speed of the ordering process, as well as exciting discounts, have turned these apps into a necessity in the lives of modern citizens, including students, young families, and office workers. However, alongside the growth in reliance on food delivery applications, people’s expectations from them are also growing.

Consumers today not only pay for their products but also demand reliability, quality customer service, and accountability. Delayed order, wrong dish, bad packaging, and lack of assistance may ruin the entire experience of ordering. Recently, a customer’s complaint about allegedly receiving a wrong food order and poor refund support from Zomato has reignited debate over customer service standards in India’s booming food delivery industry.

Zomato customer shares photos of wrong delivery on X

The complaint was published by Mohit Sawnani on the social media platform X, earlier known as Twitter. In his tweet, he also mentioned Zomato Care and included pictures and videos of the meal package. It can be seen from the screenshots that he had ordered a vegetarian meal combo, but instead, he received a non-vegetarian rice meal combo.

@zomatocare pic.twitter.com/4Uz8OqgPav

— Mohit Sawnani (@MSawnani) May 26, 2026

As per the complaint of the customer, there was no help available from the support services of the platform. In his next tweet, he stated that the chat support was ‘useless.’ He wrote,

@zomatocare I have received a non-veg rice combo instead of veg. Your chat support was useless and has not refunded the money and the chat is closed.

@zomatocare I have received non veg rice combo instead of veg. Your chat support was useless and has not refunded the money and the chat is closed.

— Mohit Sawnani (@MSawnani) May 26, 2026

Apart from this, there is also a screenshot provided by the user regarding the order details page on the app. From the screenshot, it is visible that the order is placed from a restaurant in Bengaluru, which includes products like the Veg Chilli Garlic Rice Bowl and Veg Fried Wonton.

@zomatocare pic.twitter.com/znnFXOdhdo

— Mohit Sawnani (@MSawnani) May 26, 2026

How did Zomato respond to the complaints?

Responding publicly to the complaint, Zomato Care replied to the customer and stated that the matter would be checked with the restaurant partner.

In its response to X, the company wrote,

We’ll get this checked with the restaurant partner, Mohit. Please allow us some time to share an update.

We’ll get this checked with the restaurant partner, Mohit. Please allow us some time to share an update.

— Zomato Care (@zomatocare) May 26, 2026

Although the complaint was recognized by the platform, what happened next is not clear, as it cannot be known whether the consumer ever got their money back.

With the rapid expansion of food deliveries through online channels in India, cases such as the one mentioned above often result in bigger discussions regarding issues of responsibility, packaging checks, and grievance redressal processes on online platforms. Given that apps such as Zomato and Swiggy are handling millions of orders every day, the smallest mistake related to packaging or labeling might result in a complaint from a customer.

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