Platforms like Zomato were once lauded for their lightning-fast customer support, often resolving issues within minutes. However, in recent times, getting in touch with a human agent has become increasingly difficult. The company now largely redirects users to email for serious concerns—often with delayed responses. This decline in accessibility was pointed out by Ravi Sutanjani, a growth and partnerships professional in the Indian startup ecosystem and an early Zomato employee.
Zomato’s customer support questioned by its former employee
Ravi Sutanjani, a growth and partnerships professional in the Indian startup ecosystem and a former Zomato employee from its early days, recently took to X (formerly known as Twitter) to highlight a growing concern among users — the platform’s declining customer service. In a straightforward post, Sutanjani wrote,
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“Zomato’s customer service has gone significantly down in the last 2–3 years. Nearly impossible to connect with an agent.”
He shared how the platform seeks customer to connect via email and replies very late to it.
“They want customers to e-mail for serious issues and they claim to get back in 72 hours. Brands should have human customer support.”
His remarks quickly struck a chord with users online. The post went viral, garnering hundreds of thousands of views and attracting replies from people who shared similar grievances.
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🚨 Zomato’s Customer Service Has Gone Significantly Down in The Last 2-3 Years
Nearly Impossible To Connect With An Agent
They Want Customers To E-Mail For Serious Issues And They Claim To Get Back in 72 Hours
Brands Should Have Human Customer Support
— Ravisutanjani (@Ravisutanjani) July 7, 2025
Zomato CEO steps in after customer support criticism goes viral
After Ravi Sutanjani publicly criticised the food delivery platform’s declining customer support and lack of real-time human assistance on X, the conversation quickly gained momentum online.
What made the situation more noteworthy was the direct involvement of Zomato’s founder and CEO, Deepinder Goyal. Within hours of the viral post, Goyal personally responded to Sutanjani’s concerns on the platform.
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He wrote,
“Hi Ravi, can we connect on this? This is not by design, and I would love to get to the bottom of this. I would really appreciate your help.”
His quick response sent a strong signal — that the leadership was not ignoring the issue and was open to dialogue and improvement.
Hi Ravi – can we connect on this? This is not by design and I would love to get to the bottom of this. Would really appreciate your help.
— Deepinder Goyal (@deepigoyal) July 8, 2025
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Sutanjani acknowledged Goyal’s response and confirmed that he had already spoken to a senior member from Zomato’s escalation desk earlier that day.
“Appreciate the acknowledgment, sir. I had a very detailed discussion with someone senior from the escalation desk this morning. Just dropped you an e-mail, happy to connect and share my PoV. Thank you,”
Appreciate the acknowledgment, Sir
I had a very detailed discussion with someone senior from the escalation desk this morning.
Just dropped you an e-mail, Happy to connect and share my PoV. Thank you
— Ravisutanjani (@Ravisutanjani) July 8, 2025
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Have a look at how netizens reacted to Zomato’s declining customer support
Sutanjani’s criticism sparked a much-needed conversation about the importance of prompt, human-led customer service in today’s fast-paced digital environment. Here is how netizens shared their experiences and reacted to the post,
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Now, while this exchange between a former employee and the CEO of Zomato shows promise and a willingness to make things better, it also raises a larger question — will this lead to actual changes in Zomato’s customer service experience? That’s something only time can answer.
What are your thoughts on the response made by Zomato CEO Deepinder Goyal? Do you think any changes will be seen in the customer support of Zomato? Do share your views via the comments below.
