Zomato Responds After Customer Complains About Receiving An Empty Box As A Food Order

Food delivery services are considered one of the revolutionary conveniences that the digital era has brought to consumers. Over the past decade, the food ordering process has seen massive changes with the use of mobile apps and websites. Zomato, Swiggy, and other delivery services have changed the face of the food industry in delivering restaurant food right to consumers’ doors. These services have become very popular among working professionals, students, and young families residing in urban areas.

Nevertheless, as these services have grown, so have the complaints about issues associated with them. One of the problems reported by many customers is receiving an incorrect or incomplete order.  Missing items, wrong dishes, delayed deliveries, cold food, and packaging concerns are frequent complaints.  Recently, a tweet surfaced on X in which a user accused Zomato of fraud, claiming that they received an empty food box for their order. Later on, Zomato responded to the incident.

X

A Zomato customer alleges receiving an empty food box

This incident came to light when one user named Sam (@samXyyzz) posted a story about his  Zomato order on X, formerly known as Twitter. In the April 12 post, the user accused the company of delivering an empty food box and stated that the support team was being unresponsive. He called the whole fiasco a ‘straight-up fraud.’

In the post, the user says,

Hey @zomato @zomatocare, this is straight-up fraud. Received an EMPTY BOX for my order. ​Your support team is ghosting me. Is this the new business model? Pay for food, get air? ​Order ID: 7996027077 #ZomatoScam #ConsumerRights.

Moreover, he posted a picture showing an almost empty box of the meal.

Have a look at the original post:

Hey @zomato @zomatocare, this is straight-up fraud. Received an EMPTY BOX for my order.
​Your support team is ghosting me.
Is this the new business model? Pay for food, get air?

​Order ID: 7996027077#ZomatoScam #ConsumerRights pic.twitter.com/8ypRrNYYdK

— Sam (@samXyyzz) April 12, 2026

After the first complaint, the client escalated the issue in a second post, saying that he needed an instant refund or else he would lodge an official complaint with the National Consumer Helpline.

I want an immediate refund, otherwise, I’m filing a formal complaint with the National Consumer Helpline (@consaff).

— Sam (@samXyyzz) April 12, 2026

How did Zomato respond to the allegations?

Responding to the allegations, Zomato’s customer care handle replied to the user, saying,

Hi Sam, we’ll check this and get back to you with an update.

Hi Sam, we’ll check this and get back to you with an update.

— Zomato Care (@zomatocare) April 12, 2026

The customer again posted about his problem, which was not getting resolved by Zomato

The customer, Sam (@samXyyzz), posted a follow-up to their original complaint, expressing mounting frustration with Zomato’s handling of the situation. Quoting his previous tweet, he wrote,

Day 2 of waiting for my refund from Zomato. It’s been over 24 hrs and honestly, @zomato doesn’t give a shit about their customers once the payment is done. (I recieved an empty box) @zomatocare @consaff, is this the service we pay platform fees, tax, overcharged food for?

Day 2 of waiting for my refund from Zomato 🤡

It’s been over 24 hrs and honestly, @zomato doesn’t give a shit about their customers once the payment is done.
( I recieved an empty box)@zomatocare @consaff, is this the service we pay platform fees, tax, overcharged food for? https://t.co/PFQiDRmrDf

— Sam (@samXyyzz) April 13, 2026

What is still uncertain is whether any refund or compensation was given to the customer. However, Zomato shared an update saying that the customer’s problem has been addressed.

Hi Sam, we’ve addressed your concern over DM. Please take a look.

— Zomato Care (@zomatocare) April 13, 2026

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