Zomato Responds After Customer Complains Of Receiving Non-Veg Burgers Instead Of Veg

Food delivery apps are changing the ways in which people can access food and thus the nature of urban lifestyles and consumer habits. Enabled by platforms such as Zomato and Swiggy, among others, ordering meals from hundreds of restaurants is only a few taps away on a smartphone. These systems have indicated nothing less than a cultural shift in how society accesses food. Consumers enjoyed the convenience of browsing menus, comparing prices, reading reviews of establishments, and ordering food from the comfort of their homes.

However, despite their many advantages, food delivery apps are increasingly plagued with operational and service-related problems. Wrong order issues, delayed delivery, poor customer support, and safety in food safety concerns are the complaints that have often been reported. In a recent report, a customer complained of receiving non-vegetarian burgers, though he had ordered vegetarian ones, and mentioned technical glitches while uploading proof to customer support. Here’s how Zomato responded to it.

The customer alleges receiving non-veg burgers instead of a veg order

In his tweet, a customer named Ajay detailed his experience with Zomato. He alleged an order mismatch and expressed frustration with both the delivery error and the support process. He wrote,

I ordered 2 veg burgers from @zomato but they deliver non veg burgers and when I contacted support they ask me to upload video but every time they show error while uploading. @zomatocare @zomato.

The post was tweeted at 3:37 am on 8th February 2026. There were pictures accompanying the tweet, showing a burger with packaging that read ‘Crispy Chicken,’ which is usually associated with non-vegetarian foods. The accompanying order summary screenshot showed ‘Crispy Veg Burger’ listed, creating confusion over whether the wrong item was delivered or incorrectly packaged.

Ajay also raised concerns pertaining to the customer support process. He alleged that he was prompted to upload video evidence, but faced certain technical issues. As per his tweet, the upload process kept showing him error messages and did not allow him to upload evidence of the problem he faced.

Have a look at the original tweet:

I ordered 2 veg burgers from @zomato but they deliver non veg burgers and when I contacted support they ask me to upload video but every time they show error while uploading.@zomatocare @zomato pic.twitter.com/vA1ZYpoymJ

— Ajay (@ajay613524) February 7, 2026

Zomato says the complaint was addressed via call

Soon, Zomato’s official customer care handle, @zomatocare, publicly acknowledged the complaint. In its reply, the company said,

Hi Ajay, we wanted to let you know that the concern you raised has been addressed via call. If you need any further assistance, we are here to help.

Hi Ajay, we wanted to let you know that the concern you raised has been addressed via call. If you need any further assistance, we are here to help.

— Zomato Care (@zomatocare) February 8, 2026

The response indeed showed that the company had contacted the customer directly to get the issue resolved. However, the exact nature of the resolution, whether a refund, replacement, or apology, was not specified in the public reply. Zomato usually resolves such issues via their in-app support system and customer care, wherein they might ask for images or videos to verify these claims before awarding any compensation. Such incidents can be very sensitive in India, as a large number of customers follow vegetarian diets for various reasons, be they religious or cultural. Receiving a non-vegetarian dish instead of a vegetarian meal can create a lot of problems for customers as well as the company.

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