Zomato Responds After Customer Shares How They Received A Zomato Order In Swiggy Packaging

Platforms like Zomato and Swiggy have undoubtedly made our lives easier by delivering food from our favorite restaurants right to our doorstep. They’ve become an essential part of modern convenience, especially in our fast-paced routines. However, a mix-up of any sort can sometimes leave customers puzzled. Something similar recently happened when a man ordered food from Zomato but was surprised to receive it in Swiggy’s packaging. The incident soon caught the attention of Zomato after he shared the image online.

Customer receives Zomato order in Swiggy packaging, shares post on X

On November 1, a customer named Priyadarshi M took to X (formerly Twitter) to share his unusual food delivery experience. Everything about his order went smoothly — he placed it on the Zomato app, and it reached him right on time. Appreciating the service, he began his post by writing,

“@deepigoyal I ordered food and got it on time! That was all awesome…”

By writing so, he showed that he was pleased with the delivery.

However, Priyadarshi noticed something curious that he felt deserved attention. Continuing his post, he added,

“…there was only one issue which I thought as a fellow founder I must bring to your attention as your backend team will not understand and appreciate (in fact they were offering me discount coupons).”

With this, he made it clear that his concern wasn’t about speed or quality, but about something he believed the management should be aware of.

In a follow-up comment, he revealed the exact issue, writing,

“The only challenge was the packaging used was of Swiggy!”

The mix-up left him surprised, as it’s not something one would expect from two rival delivery platforms. To corroborate his claim, he even attached photographic evidence.

So, while the food itself was delivered perfectly, the Swiggy-branded packaging on a Zomato order highlighted how such small operational oversights can create confusion among customers.

Have a look at the whole tweet

@deepigoyal I ordered food and got it on time ! That was all awesome … there was only one issue which I thought as a fellow founder I must bring to your attention as your backend team will not understand and appreciate ( in fact they were offering me discount coupons 😊) 👇 pic.twitter.com/C3lyZ81DGX

— Priyadarshi M (@primohap) November 1, 2025

The only challenge was the packaging used was of Swiggy !

— Priyadarshi M (@primohap) November 1, 2025

Here is how Zomato responded

Soon after the post was made public, Zomato was quick to respond to Priyadarshi’s concern. Addressing him directly on X, the company wrote,

“Hey Priyadarshi, this can happen when a restaurant runs out of Zomato packaging tape. If you faced any issues, DM us your order ID, and we’ll take it up with them.”

Check it out,

Hey Priyadarshi, this can happen when a restaurant runs out of Zomato packaging tape. If you faced any issues, DM us your order ID, and we’ll take it up with them. https://t.co/jcTFuGT2Se

— Zomato Care (@zomatocare) November 1, 2025

The reply clarified that the mix-up wasn’t due to any error on Zomato’s part, but rather a situation at the restaurant’s end where the staff had likely used Swiggy’s tape as a substitute.

The prompt and polite response from Zomato showed the brand’s attentiveness to customer feedback. It also reflected how even a small mix-up, if unaddressed, can create unnecessary confusion for customers. In this case, while the delivery was on time and the food was perfectly fine, the branding on the package made the situation appear misleading at first glance.

Such mix-ups can easily puzzle customers, after all, it’s natural to be surprised when you open your door expecting a Zomato delivery and see Swiggy’s branding instead. Incidents like these highlight the need for restaurants to be cautious while packaging food, ensuring the correct branding is used to maintain trust and avoid confusion for both the customer and the delivery platform.

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What are your thoughts on such a mix-up? Has it ever happened to you? Do share via the comments below.