Woman Says Zomato Removed Her Review About Food Poisoning, Shares Email Reply

Dining out, eating lots of things, and drinking great drinks are all that we do frequently in our lives to please ourselves. However, there are many people who judge these things in a more in-depth way by writing reviews about them.

While reviewing items has been a long and complicated task previously, since the internet arrived in our daily lives, it has changed everything, from eating food to reviewing it.

Customers may now obtain in-depth information from others for a relatively low cost and with little effort by reading online evaluations, which makes them important to potential customers. They can resolve the information asymmetry issue when customers are more educated than service providers with only one click.

Customers may reach a huge audience with their opinions and criticism over the internet quickly, inexpensively, and effectively. Not only this, but many brands also used reviews as a source of branding.

However, when these turn negative, they can also significantly impact the brand. That’s why many brands have started deleting negative reviews to manage their image online. Because of this, even big brands often face severe criticism.

The most recent example of this is Zomato, who is under fire online after a Bangalorean posted a screenshot of her frank evaluation of a restaurant that Zomato had removed. Since then, it has become a hot topic of discussion all over the internet, with many other people also coming out and telling similar stories.

Twitter user alleges Zomato deleted her negative review

Disha Sanghvi, a Twitter user who recently developed severe food poisoning after dining at a restaurant in Koramangala, Bengaluru, acted as a good neighbour by posting her story in the review area to inform others about the quality of food offered at the restaurant.

While talking about her experience, Sanghvi acknowledged that she wasn’t the only individual who experienced a health emergency after eating at the aforementioned food establishment in Koramangala.

To back up her assertion, she also included a screenshot of another review written by a client who had a comparable experience. But the email she received from Zomato informing her that her review had been deleted worried her. Along with Zomato’s email, she tweeted,

“A recent visit to a restaurant in Koramangala, B’lore left my colleague and me with a severe case of food poisoning. I wrote a review on @zomato and while doing so, found that many people had a similar experience in the last few months. Zomato took down the review citing this”

A recent visit to a restaurant in Koramangala, B’lore left my colleague and me with a severe case of food poisoning. I wrote a review on @zomato and while doing so, found that many people had a similar experience in the last few months. Zomato took down the review citing this pic.twitter.com/O3V1lbpzN9

— Disha Sanghvi (@DishaRSanghvi) October 30, 2022

In the email, Zomato asserts that her review violated its content guidelines and that’s why it has been pulled down on the grounds of the mentioned health code violations.

Zomato responded to the allegations

As soon as the tweet appeared online, a lot of users inquired about Zomato’s content policies. On the other hand, many users shared their own similar-sounding stories.

Later on, Zomato expressed their regret in response to the Twitter customer’s query by saying,

“Hi, sorry to hear that. Please share your phone number / Order id via private message and we’ll address this matter immediately.”

Hi, sorry to hear that. Please share your phone number / Order id via private message and we’ll address this matter immediately. https://t.co/VOZSfwS2WE

— zomato care (@zomatocare) October 30, 2022

In another comment on the post, Zomato added,

“We are currently investigating the issue and will get it resolved as soon as possible.”

Hi Swati, we are currently investigating the issue and will get it resolved as soon as possible. https://t.co/koekecPQYv

— zomato care (@zomatocare) October 30, 2022

What do you think about this issue? Do you think it’s intentional or do you think it’s just a technical glitch?