Zomato Responds After Customer Complains About Finding Meat Bone In Her Vegetarian Meal

In recent times, Zomato has been making it to the headlines, but not always for the best reasons. A customer recently expressed outrage after finding a meat bone in a vegetarian meal she ordered via the app. The incident quickly gained attention of Zomato which thereby issued a response via the comments.

A customer took to social media platform X and expressed her outrage over finding meat bone in her vegetarian ordered food

For a vegetarian, eating meat — even by accident — is a deeply upsetting experience. It’s not just about a dietary choice, but about beliefs, values, and emotions that have been a part of their lives for years. When someone chooses vegetarian food, whether while dining out or ordering in, the biggest expectation is that this choice will be respected. They trust the restaurant and the delivery platform to ensure that no mistake happens, because for them, it’s about more than just a meal.

But this trust was broken recently when a woman named Sakshi Gurnani shared her disturbing experience on X.

X

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In an outraged post, she tagged @zomatoIN and @zomatocare, explaining how she found a meat bone in her vegetarian order. To make sure her complaint was noticed, she even mentioned the order ID. What made the matter worse was that despite sending multiple emails over three days, she received no proper response from the company.

“@zomatoIN @zomatocare THIS IS OUTRAGEOUS! There was a meat bone in my vegetarian food (Order ID: #6991194118). I’ve sent multiple emails over 3 days with ZERO proper response. As a vegetarian, this was deeply traumatic. @deepigoyal”

Sakshi expressed how deeply hurt and traumatised she felt as a vegetarian. In a follow up comment she wrote how this is violation of food ethics and how she will file a legal complaint with Consumer Court.

“This is NOT just bad service — it’s a violation of food ethics, faith, & safety. If not resolved today, I will file a legal complaint with the Consumer Court and report this to FSSAI. This silence is not acceptable. #ZomatoFail #ConsumerRights #FoodSafety”

Have a look at the whole tweet made by her

🚨 @zomatoIN @zomatocare THIS IS OUTRAGEOUS!

There was a meat bone in my vegetarian food (Order ID: #6991194118).
I’ve sent multiple emails over 3 days with ZERO proper response.

As a vegetarian, this was deeply traumatic.@deepigoyal pic.twitter.com/T7hR8z9ikY

— Sakshi Gurnani (@SakshiGurnani_) June 23, 2025

Zomato issued a standard response via the comment but Sakshi further demanded an immediate resolution

In response to Sakshi Gurnani’s post, Zomato tried to acknowledge the issue publicly. Through the comment section, the company expressed its concern, stating,

“Hi Sakshi, this is extremely upsetting for us as we deeply respect all dietary preferences. We’ve noted your order ID and will take this up with the restaurant partner to resolve it as quickly as possible.”

The reply was meant to assure that the matter was being looked into seriously.

Hi Sakshi, this is extremely upsetting for us as we deeply respect all dietary preferences. We’ve noted your order ID and will take this up with the restaurant partner to resolve it as quickly as possible.

— Zomato Care (@zomatocare) June 23, 2025

However, this standard response didn’t seem to satisfy Sakshi. In a firm and emotional reply, she stated,

“I NEED A RESOLUTION IMMEDIATELY. I have had enough of your standard customer care responses. I need an actual resolution!”

Her words reflected the depth of her trauma and her anger at being met with routine replies, when what she needed was accountability and concrete action from the platform.

I NEED A RESOLUTION IMMEDIATELY. I have had enough of your standard customer care responses. I need an actual resolution!

— Sakshi Gurnani (@SakshiGurnani_) June 23, 2025

So far no further comment has been made by Zomato confirming any resolution. Such an interaction shed light on how important it is for businesses like Zomato to move beyond generic replies and genuinely resolve incidents that affect their customers.

What are your thoughts on such incidents and such generic response by India’s renowned food tech company, Zomato? Do share via the comments below.