A man took to LinkedIn to report finding a sharp object in a dish he had ordered from Zomato, expressing frustration over the customer service’s handling of his complaint. He criticized the company for repeatedly providing templated responses instead of addressing his concerns personally. He urged Zomato to invest more in training its teams to exhibit empathy and effective communication.
The customer’s disappointment stemmed from his experience with Zomato’s customer care after discovering the sharp object in his Afghani chaap order. He emphasized that despite requesting a normal conversation to resolve the issue, he encountered only robotic responses.
“In the era of AI, it has become crucial for people to be more human,” he wrote, concluding his critique directed at Zomato.
Since posting, his complaint has garnered significant attention on LinkedIn, with others sharing similar grievances about Zomato’s customer service. One user recounted a frustrating experience with bot-like responses and ineffective follow-up on Twitter, leading to no resolution.
Another commenter agreed with the original poster, highlighting repeated disappointments with Zomato’s handling of food quality and missing items, echoing concerns about the company’s customer support standards.
Zomato responded to the LinkedIn post, acknowledging the criticism and admitting to lapses in customer service as the company expands. They noted instances where representatives provided templated replies without resolving issues and acknowledged the absence of effective escalation options.
“I agree with all the comments. Zomato as a company is failing day-by-day,” one user stated, pointing out specific incidents where promised items were not delivered or refunded.
Overall, the LinkedIn thread highlighted widespread dissatisfaction with Zomato’s customer service practices, urging the company to improve responsiveness and customer care standards amidst growing concerns.
