Zomato Responds After Customer Complains Of Receiving Non-Veg Instead Of Paneer Biryani

The rise of food delivery apps has completely changed the way people access and consume food. This is a major shift in the lifestyle of people today. Food delivery apps like Zomato and Swiggy have been instrumental in changing the food industry. These apps bring customers, restaurants, and delivery boys together in one single interface. This has made food accessible to anyone, anywhere, and anytime. The apps also have features like real-time tracking, payment options, and reviews, which help customers make the right choice and have a totally personalized experience.

But the rise of food delivery apps has also led to some problems. Customer satisfaction and accuracy are some of the major concerns here. For example, there was a complaint recently about a customer who ordered paneer biryani but got something non-vegetarian instead. This caused disappointment to the customer. But now, Zomato has responded to the complaint.

Customer flags serious order mix-up on X

The problem was brought up by a user named Ayush Ranjan on the platform X (formerly Twitter), who was disappointed with what he felt was a serious service problem. In his tweet, Ayush Ranjan mentioned Zomato Care about his problem. He wrote,

Extremely disappointed with service. I ordered Paneer Exotic Biryani, but received a non-veg item instead. This is serious mistake and unacceptable.

He also asked for an explanation and a solution to the problem from the platform, writing,

Explain how such an error happened. Order ID: 779852164. Photos attached. Requesting an immediate refund and resolution.

The customer also posted pictures of the packaging of the food that was delivered. From the order summary posted in the tweet, it appears that the customer had ordered ‘Exotic Paneer Biryani (650 gms)’ for Rs 299, along with other charges, making a total of Rs 341.81.

As per the customer, the ordered vegetarian dish was not what was packed in the box. Although it is difficult to pinpoint the exact source of the problem, it could be due to improper packing at the restaurant, mislabeling, or even a mix-up during dispatch.

Have a look at the original post:

@zomatocare Extremely disappointed with service.I ordered Paneer Exotic Biryani but received non-veg item instead. This is serious mistake and unacceptable.Explain how such an error happened.Order ID:779852164
Photos attached.Requesting an immediate refund and resolution. pic.twitter.com/jsVCfzTLLT

— AYUSH RANJAN (@rnjn_ayush) February 17, 2026

Upon noticing the complaint, Zomato assures a review

In response to the complaint, Zomato Care addressed the concern and assured the user that the issue would be investigated. The company responded,

Hi Ayush, we deeply respect your dietary preferences and understand how upsetting this must have been for you. Please allow us some time, so we can take this up with the restaurant and get back to you.

Hi Ayush, we deeply respect your dietary preferences and understand how upsetting this must have been for you. Please allow us some time, so we can take this up with the restaurant and get back to you.

— Zomato Care (@zomatocare) February 17, 2026

Later on, Zomato shares another update in which it mentioned the company contacted customer on the call indicating that they have addressed the matter thoroughly.

Thank you for getting on a call with us to discuss your concern. We hope that helped. Let us know if there’s anything else we can assist you with.

— Zomato Care (@zomatocare) February 18, 2026

It appears that Zomato intended to work with the restaurant to investigate the complaint. As a food delivery aggregator, the service provides customers with restaurants, but the food preparation and packaging are conducted by the restaurant itself. In such incidents, the service usually checks the claim with the restaurant and provides an appropriate response, which may include a refund, replacement, or compensation according to company policy.

When it comes to customers who are particular about their vegetarian diet, getting a non-vegetarian dish might not be a mere problem of everyday inconvenience. It is likely to raise suspicions about the quality control and handling practices that go into the preparation and packing of the food.

What do you think about this? Do share your thoughts on this in the comment section of this article.