After finding no way out of machine-generated replies, a Zomato customer filed a fake emergency complaint through the food delivery platform’s customer service. But the chat system gave an automated response once again, which caused him to say, “Even if it’s an emergency, Zomato doesn’t care. ” But what happened exactly? Read on to know.
Customer Files A Fake Emergency On Zomato Chat Support
The post that is going viral on Reddit reads, “Zomato customer care for you”. Followed by a screenshot of a chat between a customer and the AI-generated bot of the app. The issue began when the customer’s order was marked as delivered despite never reaching them. After contacting the restaurant, the customer was informed that the delivery rider had already picked up the order.
After receiving confirmation from the restaurant, the customer then reached out to the delivery rider directly. During the call, the rider stated that the order had been delivered to the customer’s home. However, when asked to specify the floor where the delivery had been made, the rider failed to provide an answer and abruptly disconnected the call. Based on the interaction, the customer claimed that the rider had likely kept the order for himself.
Also Read: What Is Zomato’s “Healthy Subscriptions”, Where Is It Available & How Does It Work?
The customer then turned to Zomato’s support system for help, but stated that it was nearly impossible to reach a human representative. According to the Reddit post, he made multiple attempts to contact customer care, but they proved unsuccessful. Frustrated by the experience, the customer decided to submit an illogical message to test whether the AI-powered support system was actually reading complaints, only to find out that it wasn’t.
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Who is the CEO of Zomato?
The Group CEO of Eternal Limited (Zomato's parent company) is Albinder Singh Dhindsa, effective February 1, 2026.