Zomato Responds After Customer Complains That He Didn’t Get A Refund Even After Restaurant Approval

The rapid growth of food delivery apps over the past decade has dramatically changed how people access food. Platforms such as Zomato and Swiggy have redefined urban eating by making restaurant meals available with a few taps on the screen. From a convenience-driven service, it has grown into a daily necessity for millions, especially in metropolitan cities and post-pandemic India. However, this explosive growth was accompanied by the emergence of a range of structural and operational issues.

One of the most annoying problems relates to customer service and refund mechanisms. Customers often find themselves stuck between restaurants and platforms, with accountability appearing blurred. In a recent case, this situation came into sharp focus after a user publicly complained that, despite being agreed upon by a restaurant and Zomato’s customer support having confirmed the processing of the refund, the money never reached him. Now, Zomato has responded to the allegations.

A Zomato customer alleged the company didn’t process the refund despite approving it

The issue came to light after a user named S Singh replied to a public advisory by Zomato Care on X. Zomato Care had warned users against sharing personal information with fake helplines, stating it was the only official support handle.

Responding to the post, S Singh questioned Zomato’s refund practices and alleged that a restaurant had agreed to issue a refund and had asked Zomato to initiate the process. However, as per him, it never came to the customer. Calling it a ‘new business model,’ Singh asked if refunds were getting quietly crushed despite getting approval. He also shared screenshots of his chat with Zomato Support and mentioned the order ID publicly. In his tweet, he wrote,

Is this new business model?  Restaurant agrees to refund n asks Zomato to initiate refund but Zomato quietly suppresses the refund n keeps money. Screenshot of Zomato customer service confirming refund to restaurant manager but customer never got the refund. Order ID# 7703510686

Is this new business model? Restaurant agrees to refund n asks Zomato to initiate refund but Zomato quietly suppresses the refund n keeps money. Screenshot of Zomato customer service confirming refund to restaurant manager but customer never got the refund. Order ID# 7703510686 pic.twitter.com/RWZVZsRPaM

— S Singh (@SnlSgh) January 22, 2026

The screenshots attached in the post display a message where the executive from Zomato Support acknowledges the issue and writes, “We have acknowledged the information and successfully processed a refund of Rs 180 to the customer.” However, the conversation was ended soon after, which made the customer even more irritated.

The user argued further that, notwithstanding such an assurance, the consumer never received his or her refund, calling into question mechanisms of accountability once a complaint is flagged as resolved.

How did Zomato respond to the above-mentioned post?

Responding to the allegation, Zomato Care issued a brief reply on X, stating,

Hi there, we understand your disappointment, and are here to help. Please allow us some time, we’ll get back to you with an update.

Hi there, we understand your disappointment, and are here to help. Please allow us some time, we’ll get back to you with an update.

— Zomato Care (@zomatocare) January 22, 2026

While the company did not clarify immediately whether the refund was credited successfully or was delayed owing to banking or technical reasons, the response indicated that the matter was under review. As of now, it is not clear whether the disputed refund has been credited, but this incident has the potential to reignite conversations around customer trust, platform accountability, and transparency in digital service ecosystems.

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