Zomato has found itself in the spotlight, but not for the right reasons. A customer took to X to share a shocking experience of receiving stale food along with stone pieces in it. Sounds shocking? We totally agree. The post prompted the platform to respond to the complaint.
Zomato customer shares shocking food experience on X
A Zomato customer recently took to social media platform X to share a deeply unsatisfactory experience with their food order. The user claimed that they had received stale pav along with stone pieces in their ordered pav bhaji meal. Such an incident not only ruined their dining experience but also left them frustrated enough to publicly call out the food delivery giant.
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To make their concern more evident, the customer attached photographic evidence showing the poor quality of the food.
In their post, they directly tagged both @zomato and @deepigoyal, questioning the standards being maintained. Their words were sharp and direct,
“Hey @zomato @deepigoyal would you eat this pav bhaji, I got stale food with stone pieces from zomato, on raising SR, neither my money was refunded nor the food was exchanged. Have some shame you fraudsters, never faced such situation with @Swiggy. Ord Id – 7193956897.”
This post highlighted not just the issue of stale food and contamination but also the customer’s dissatisfaction with Zomato’s response system. According to the user, even after raising a service request, neither a refund was processed nor the food exchanged, adding to their disappointment. By comparing their experience with Swiggy, they also emphasized that they had never faced such an issue with Zomato’s competitor.
Have a look at the whole tweet
Hey @zomato @deepigoyal would you eat this pav bhaji, I got stale food with stone pieces from zomato, on raising SR, neither my money was refunded nor the food was exchanged. Have some shame you fraudsters, never faced such situation with @Swiggy . Ord Id – 7193956897 pic.twitter.com/rh6RdQv2Dc
— BJpee (@secular_Be_J_Pe) August 21, 2025
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Zomato’s substandard response to the public complaint
In reply to the customer’s serious complaint, Zomato responded with a generic message,
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“Hi there, we understand this could be frustrating, please allow us some time to get this checked. Our team will connect with an update to you.”
Have a look,
Hi there, we understand this could be frustrating, please allow us some time to get this checked. Our team will connect with an update to you.
— Zomato Care (@zomatocare) August 21, 2025
Considering the gravity of the issue, stale food with stone pieces, the response appeared weak and dismissive. Instead of addressing the matter with urgency or offering immediate resolution, the platform chose a standard, template-like reply.
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In conclusion, this incident highlights how even leading food delivery platforms can fall short in maintaining quality and handling complaints effectively. While the customer’s experience was clearly unacceptable, Zomato’s generic response only added to the disappointment. To regain trust, the platform must prioritize swift action, accountability, and stronger quality checks moving forward.
What are your thoughts? Do share via the comments below.
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