Zomato Responds After Patient Customer Complains Of Getting Dal Chawal Instead Of Khichdi

Ever since food delivery services like Swiggy and Zomato have come into our lives, it seems as if our way of eating has changed. Earlier, we used to make a lot of plans to go to a restaurant once, but today the restaurant itself comes to our house. Today, if we don’t feel like eating home-cooked food, we immediately order some good food using our smartphone. We have to think about how the food will reach us because this is what food delivery apps like Swiggy and Zomato do.

But occasionally, in their hurry to get us food, they make mistakes that damage their reputation. Every day, we come across some incident in which these food delivery apps make a mistake. Something similar kind of happened recently with one girl who ordered Khichadi from Zomato. However, instead of getting what she ordered, Zomato delivered her dal chawal. And this is not the end. What is more frustrating about this incident is that Zomato even refuses to recognize its mistake.

Twitter

A girl ordered Khichadi from Zomato, but instead she got Dal Chawal

Recently, a customer named Kanika Agrawala voiced her frustration on X, formerly known as Twitter, about getting the wrong order.

In her post, she mentioned that since she had surgery recently, she was unable to eat anything hard. Wanting a light and soft meal, she ordered Khichadi from Zomato. But instead of getting Khichadi, she received Dal Chawal, a completely different dish. Agrawal posted pictures of the food that was delivered along with screenshots of her chat with Zomato’s customer service representatives.

Despite repeatedly stressing that the food she received was not khichdi, Zomato allegedly refused to acknowledge the problem. To make matters worse, Agrawal claimed that the firm accused her of bringing dal-chawal from her home rather than admitting to a wrong delivery. In her post, she wrote,

@zomato @zomatocare I had surgery today and i am far from my home. I have ordered Khichadi since doctor suggested me to have soft and light food. They delivered Daal-Chawal, when I raised concern they told you i brought daal-chawal from my home.

@zomato @zomatocare
I had surgery today and i am far from my home. I have ordered Khichadi since doctor suggested me to have soft and light food.

They delivered Daal-Chawal, when I raised concern they told you i brought daal-chawal from my home. pic.twitter.com/4fGGVAWfwD

— Kanika Agrawal (@agrawalkanika76) September 8, 2025

How did Zomato react to her post?

As usual, following the protocol, upon seeing the post, Zomato reacted to Kanika Agrawal’s post. In their reply, they said that they don’t want her to experience any such things asked for more details of her order. Zomato stated,

Hi Kanika, we understand where you are coming from, and this certainly isn’t the experience we wanted for you. Please help us with your order ID. and we’ll get this checked right away.

Hi Kanika, we understand where you are coming from and this certainly isn’t the experience we wanted for you. Please help us with your order ID. and we’ll get this checked right away. https://t.co/jcTFuGSv2G

— Zomato Care (@zomatocare) September 8, 2025

What do Zomato’s official rules say about such mistakes?

According to Zomato’s official website, the delivery of an order placed by a user through the Zomato Platform may be handled directly by the Restaurant Partner with whom the user placed the order, or Zomato may handle it via a third-party delivery partner, which may be available to deliver the order to the user. Zomato is only serving as a middleman between them and the Delivery Partners in both of these situations, or between them and the Restaurant Partner or the Store, depending on the situation.

It further stated that when a delivery partner agrees to deliver an order, a service contract is formed between the delivery partner and the customer and not with Zomato, under the Consumer Protection Act of 2019 or its successor laws. Zomato connects customers with delivery, restaurant, or retail partners to ease the delivery of food, beverages, or products; it does not offer delivery or logistics services. Any actions or inactions by the delivery partner, including tampering, incorrect or delayed deliveries, or service flaws, are not Zomato’s responsibility.

Business Of Food

Looking at Zomato’s rules and regulations, it seems that it is useless to complain to Zomato about its own services. By making such rules, companies like Zomato are able to get out of most customer complaints. This will erode the trust of people in the company. Zomato seriously needs some amendments in its rulebook, as it seems to be very anti-customer.

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