Zomato Responds After Customer Complains Of Finding A Cockroach In The Food He Ordered

A disturbing food safety complaint from a Zomato customer has been brought to light after a customer claimed to have found a cockroach in their biryani ordered through the food delivery platform on May 14, 2025. The biryani was reportedly delivered from Sugar Restaurant, raising serious concerns about hygiene standards and consumer safety.

The incident came to light when the customer took to the social media platform, X, and shared pictures that displayed the dead cockroach in the food.

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The angry customer tagged @zomato and @zomatocare and said a refund is not enough for this grave issue

The customer posted on X, sharing the order ID, he wrote that he would report the issue to the higher authorities. He posted,

“14th May I placed a biryani order on Zomato from Sugar Restaurant. There is a cockroach in the food. I will report this to higher authorities. What kind of food are you serving to the customer? If you refund this order amount, the problem is not going to be solved.
Order ID: 6873575128”

The graphic nature of the complaint, involving a cockroach found in the food, has sparked widespread outrage and concerns urging Zomato to take immediate disciplinary action against the restaurant involved. The post might have been removed by the user.

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Zomato responded to the post and apologized for the issue

Zomato addressed the incident and said that they would like to assist the customer by taking the matter seriously. They requested some more time to address the issue.

Hi there, we’re absolutely shocked to hear about this. We can’t begin to imagine how upsetting this must have been for you, and we sincerely apologize. We are taking this matter very seriously. Please allow us some time, so we can investigate and take appropriate action. Your safety and satisfaction are our top priorities.

Hi there, we’re absolutely shocked to hear about this. We can’t begin to imagine how upsetting this must have been for you, and we sincerely apologize. We are taking this matter very seriously. Please allow us some time, so we can investigate and take appropriate action. Your…

— Zomato Care (@zomatocare) May 15, 2025

This is not the first time that a disturbing incident like this has happened. There have been previous similar cases of complaints against Zomato, like last year in Lucknow, a food blogger posted a video showing a live cockroach crawling inside a delivered dessert box, leading to the restaurant being delisted for 2 months.

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Incidents like this lead to questions on Hygiene and Food Safety

This is not the first time food delivery apps have faced backlash due to unhygienic food practices reported by users. Incidents involving foreign objects like insects, plastic, and even glass in delivered meals have previously made headlines, putting pressure on both the restaurants and the platforms to implement stricter safety protocols.

The customer, in this latest issue, has firmly stated that a refund alone will not resolve the issue, stressing that they intend to report the matter to higher food safety authorities. This emphasizes a growing demand from consumers not just for compensation but also for accountability and preventive measures.

Also read: Zomato Responds After Man Alleges He Received Beef Instead Of Chicken In Biryani

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