Zomato Responds After Customer Complains About Finding Insect In His Food Order

In the last few years, Swiggy and its companies have made their mark across the world. Earlier, people could only order cooking ingredients online, but now people can order food from unknown as well as famous restaurants and get it delivered to their homes in just a few moments. Such services have not only changed the way we eat but have also given a new impetus to the food industry. The result of this was that companies like Swiggy and Zomato earned a lot of money.

Although on one hand these services have many benefits, on the other hand, questions keep arising about their working methods. From stale food being delivered to the wrong orders being delivered, people face so many such problems every day. In a similar vein, one netizen recently raised a complaint about finding an insect in his order. While this seems to be a normal daily complaint, Zomato’s reaction to this will leave you speechless.

Rajashekar Gurrala/Twitter

A customer finds an insect in the food ordered from Zomato

Recently, a customer named Rajashekar Gurrala ordered a rice-related dish from Beijing Bites, Koramangala 5th Block, Bengaluru. Upon opening the order, Rajashekar found an insect inside the dish. Complaining about this, he resorted to X, formerly known as Twitter. On X, he posted the photo of the dish in which the insect was clearly visible. Along with the photo, he wrote,

@zomato @zomatocare
I ordered today from Beijing Bites, Koramangala 5th Block, and found an insect in the food. I’m really disappointed with the quality of the restaurant. I tried starting a chat on the Zomato app, but it isn’t connecting to an agent. pic.twitter.com/CtqedrzcdA

— Rajashekar Gurrala (@Rajashekar__G) September 2, 2025

How did Zomato react to the incident?

Upon noticing Rajashekar’s tweet, Zomato called it “deeply concerning” and assured him that they would raise this matter with the restaurant.

Have a look at their initial response:

Hi Rajashekar, this is deeply concerning, and we want to get to the bottom of it. We’ll raise this with the restaurant immediately, and get back to you with an update.

— Zomato Care (@zomatocare) September 2, 2025

However, what Rajashekar later revealed is deeply concerning. A few hours later, Rajashekar posted another tweet, reacting to the response he got from Zomato. He claimed that Zomato first said that they initiated the investigation regarding the matter and also processed a Rs 200 refund. However, contrary to this, Zomato sends him an email, mentioning that they are unable to verify Rajashekar’s claims, so they are not proceeding with the refund.

Along with the screenshot of Zomato’s mail, Rajashekar wrote,

I received a call from Zomato informing me that they’ve initiated an investigation regarding this issue. They confirmed a refund for the order and credited ₹200 Zomato cash. They also mentioned that the restaurant claims to maintain high standards of hygiene and stated that the insect was not part of the dish. I clarified to them that I had no other intention and that this was a genuine concern. However, in the email I received, they mentioned something completely opposite. Please refer to the screenshots below.

Have a look at Zomato’s response

I received a call from Zomato informing me that they’ve initiated an investigation regarding this issue. They confirmed a refund for the order and credited ₹200 Zomato cash. They also mentioned that the restaurant claims to maintain high standards of hygiene and stated that the

— Rajashekar Gurrala (@Rajashekar__G) September 3, 2025

Rajashekar Gurrala/Twitter

insect was not part of the dish. I clarified to them that I had no other intention and that this was a genuine concern. However, in the email I received, they mentioned something completely opposite. Please refer to the screenshots below. pic.twitter.com/IA8jvjacX0

— Rajashekar Gurrala (@Rajashekar__G) September 3, 2025

Meanwhile, this is not the first time this kind of incident has happened. Recently, in July, a Guwahati native was shocked to find out about an insect inside his chicken sandwich, which he ordered from Zomato. Not only this, but another customer was also shocked to find a plastic glove in his sandwich, which he again ordered from the same platform. These are not the sole complaints, but every day, a barrage of complaints comes. It clearly demonstrates that Zomato is unable to bear pressure, or something is actually going wrong with delivery handling. Zomato must try to solve such problems as soon as possible, as these kinds of complaints are tarnishing the brand’s image.

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