Zomato Responds After Customer Complains Of Receiving Chicken Biryani Instead Of Paneer Biryani

The last decade has seen a paradigm shift in terms of meal consumer behavior. Food delivery apps, which were previously considered a convenience of city life, are now a necessary part of life. With just a few clicks of a smartphone, dishes move from kitchens to doorsteps. This revolution has brought efficiency and convenience. However, the convenience-centric model has increasingly revealed cracks.

One of the most reported consumer complaints revolves around accuracy. This could be wrong orders, a lack of ordering for certain dishes, or substandard quality. In cases involving dietary restrictions, such errors can be deeply distressing. Recently, a user flagged an incident on social media claiming that a vegetarian dish, special paneer biryani, was replaced with chicken biryani rice. While the incident did not go viral, Zomato was quick to address it on social media. Here’s what happened:

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Zomato delivers veg chicken biryani rice instead of special paneer biryani to a hardcore vegetarian

A Zomato user named Yeshwanth recently ordered a special paneer biryani from the food delivery platform. However, what shocked him was that he received chicken biryani rice. Raising concerns about the whole incident, he shared about it on the social media platform X, formerly known as Twitter. In his post, while he stressed he is a “pure vegetarian,” it is clear that he felt this was not just an ordinary mistake in ordering.

Moreover, he claimed that he was able to prove the error in the Zomato order using photo and video evidence, but instead of resolving his issue, the customer service department suddenly ended the conversation. The user was able to post screenshots from his conversation with the customer service department and express his concerns regarding the issue.

Attached to the post were screenshots from a response from Zomato support stating that they were “unable to verify the issue from your video and therefore were unable to process any refund for you. We apologize for any inconvenience caused to your business,” and that they were ending their chat with him without his consent.

In his post, he also threatened to take legal action against Zomato. Expressing his frustration on the whole situation, Yeshwanth wrote,

@zomato @zomatocare. Order ID: 7647251493. Ordered Special Paneer Biryani but received Chicken Biryani rice. I am a pure vegetarian. Shared video & photo proof, but support ended the chat without my reply. Need proper explanation & resolution, else I’ll take legal action.

@zomato @zomatocare

Order ID: 7647251493

Ordered Special Paneer Biryani but received Chicken Biryani rice. I am a pure vegetarian.
Shared video & photo proof, but support ended the chat without my reply.
Need proper explanation & resolution, else I’ll take legal action. pic.twitter.com/cukQQ2RNHs

— Yeshwanth (@Yeshwan67470440) January 7, 2026

How did Zomato respond to the above-mentioned complaint?

Reacting to this complaint, Zomato Care apologized for this incident and showed respect for its delicacy. They promised that they would take up the matter with the restaurant partner and work towards a resolution. Speaking about this, Zomato wrote,

Hi Yeshwanth, this is extremely upsetting for us as we deeply respect all dietary preferences. Please allow us some time, so we can take this up with the restaurant partner and resolve it.

Hi Yeshwanth, this is extremely upsetting for us as we deeply respect all dietary preferences. Please allow us some time, so we can take this up with the restaurant partner and resolve it.

— Zomato Care (@zomatocare) January 7, 2026

But hours later, the user posted a further comment on this issue, asking if a clear answer could be expected. Zomato Care posted a further comment, stating that it is “working on your concern and getting it checked internally,” and that the user will receive an update. The lack of a definitive timeline prompted another response from the user, who questioned how much more time the process would take.

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