Terrible Service and Support
I am not the type of person who wastes the time rating or not rating services however in this case I felt compelled. The support is no existent and just a chat with someone who just does not care. The order I placed was not the order I received and between the restaurant ( Papa John who could careless about customer service) and Zomato they just finger pointed and I lost out. Well my recourse as weak as it is to never you the Zomato service again and stop ordering from Papa John’s. As no one cared to fix my order. It is not about money or getting free food it is about getting what you asked for when you paid for the service.
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Excellent app
The app really is excellent, and having the Pro package is a must. After using the Pro discount just twice, the savings you make pay for the investment of purchasing the package, and the range of restaurants and bars that accept the Pro discount is vast. However, some restaurants allow everyone in the group to use the discount, and some restaurants only allow 1 or 2 users per table to use the discount, so need to check in advance. Even without the Pro version, there is live tracking, 1000s of restaurants, awesome discounts every single day, and bank card discounts. Customer service is good, but used to be better. And the app interface is alright, but used to be a lot simpler and more user friendly about a year ago, I would change back to the previous version if I could, unfortunately app got updated automatically. To conclude, great app, have recommended it to every single one of my friends, and every one of them ended up upgrading to Pro. Can’t imagine not having Zomato, this is the first app that I downloaded when I came to Dubai
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Zomato started cheating and no refund
Don’t trust to zomato. Horrible customer service and they will never refund you if you not follow them and keep reminding them. I had many similar cases where sometimes restaurants cancels the order and zomato never refunds. And zomato marks order as delivered but in reality restaurant already informed me that they cancelled the order and notified zomato. However zomato team called me back right after and told me that restaurant wants to confirm your location and asked to send my location to restaurant!! Really?? What is this??? that’s really fraud. When you tell this to their chat based customer support what they will say in the beginning they apologize ten times using their famous template and they say that restaurant is not answering to their phone call while I called and spoke to restaurant just before and could call them without any problem. Very bad experience!!!
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Terrible app, disgusting service
The app itself just keeps getting worse. I’m a vegan, you’d think I’d be able to search for restaurants that have vegan options, I used to be able to do a search and it’d show me exactly that. Not now though, the latest iteration won’t let me do a search with 2 criteria, not only that, if I just search for vegan options it gives me a list of random places that don’t even have vegan options!? And don’t get me started on the service, this app owes me hundreds of dirhams, will I ever get it back? Nope, they tell you they’ll put the money back on your card, but never do. Then if you chase up they claim to know nothing about it. I’ve gone through the headache a couple of times to get my money back, it takes weeks and you get messed around a huge amount. Disgusting. In my opinion that’s the same as theft. Also, if you’re going to have customer services in English, employ people that can speak and understand English.
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Response from developer
Gaz, apologies for the inconvenience caused. Kindly share your order ID (the 10-digit number) with us so that we can look into what went wrong. Thanks.
Almost perfect
I love the application and i really use it whenever i want to order something or just for food suggestions. However there two things that really get on my nerves and i use google afterwards. First thing, whenever i write the name of the restaurant and it takes me to it’s page, there’s always the suffering of simply finding the phone number. I know there’s a small button on the right with a phone picture on it however i don't always find it. Why?
Number two, it only suggests restaurants based on my location. Sometimes i’d like to have other options rather than just the ones near my location.
Number two, it only suggests restaurants based on my location. Sometimes i’d like to have other options rather than just the ones near my location.
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Five star app
I own a cafe and I have only four reviews in total with all five stars which I feel desperate to have more but it makes average 3.5 star only which I do not understand and that’s why I gave only 1 star to this stupid app
Horrible customer service
I’ve been a happy and loyal customer with zomato for years! Until this week when 2 weeks in a row I had an issue with my order and instead of fixing the problem they just refunded my money instead of investigating the problem further. The first time the problem occurred I did receive a voucher which I used towards the second order. Then the problem occurred again and their representatives refused to send an additional voucher. Only to tell me my original voucher used would be returned in 2hrs and I needed to order from a different restaurant. So therefore you expect me to wait two hrs to order from a different restaurant and starve my kids til then in order to utilize the voucher. The problem could have been solved by simply gifting me another voucher since the same issue occurred 2 weeks in a row. It was my foolishness to think this problem had been solved and then to think I would receive the same courteous customer service when I did not. In my opinion the representative needed additional training as they were such in a rush to end our chat and care less that I was leaving the chat very unsatisfied! Less learned and I will no longer be using Zomato until they make some changes and put their customer concerns first!
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Recommdation
I like the app and the experience. It doesn’t usually crash but i have two recommendations which would be very useful to alot of people in general and particularly to me.
1) allow order scheduling so that if i want something after 3 hours i can just order it and not have to worry about ordering later
2) allow comments to be added while placing order. Some of us have specific comments about how we want the food to be. Additionally the restaurants dont always pick up the call
1) allow order scheduling so that if i want something after 3 hours i can just order it and not have to worry about ordering later
2) allow comments to be added while placing order. Some of us have specific comments about how we want the food to be. Additionally the restaurants dont always pick up the call
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Refund situation somewhat frustrating
Professional all around, but in the particular country I reside, the app can not determine if a particular restaurant is actually open for business. It will allow you to order, then it will send a text saying it could not fulfill the order and that a refund will be issued within a week. I have not had any problem receiving these refunds within the week, but it is frustrating to spend all that time analyzing the menu and selecting the food you want only to have to start all over at a different restaurant. The glitch is never fixed either. I could subsequently order again from the same closed restaurant over and over even days or weeks later. The app should be able to detect a closed situation and then remove ordering for that restaurant until further notice.
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Their customer is Horrible
I ordered many times but last time ordered and the item I ordered was not given but instead switch to another product.
I contacted Customer Care via the app and the Customer Service Rep said to me that I should just accept what I got.
I said I don’t want it and he insisted and trie for emotionally blackmail me using the Covid crisis.
He said there is nothing that can be done. I said I am asking for a refund only if the vendor can not provide the item requested and he can take the product he gave as I am allergic to what he gave.
The CSR still insisted I accept what given and refuses to do anything else and he went on to stay that the vendor has the right to give any product instead of the requested if they do not have the product they have listed.
I have screenshot the entire chat session. The point of the money is not the case it is the principal. How in the world can Zomato expect a consumer to just accept any product because their partner screwed up.
It was disgusting to be in that chat. They surly have no Customer Service concept in the organization, assuming what the CSR stated is correct. They do not provide any refunds and they only take feedback. If that is the case then the company does not have any customer service.
So at the end Zomato is not taking accountability and expect the customer to accept what they get so that their jobs becomes easier.
If I could I would of posted the chat screenshots.
I contacted Customer Care via the app and the Customer Service Rep said to me that I should just accept what I got.
I said I don’t want it and he insisted and trie for emotionally blackmail me using the Covid crisis.
He said there is nothing that can be done. I said I am asking for a refund only if the vendor can not provide the item requested and he can take the product he gave as I am allergic to what he gave.
The CSR still insisted I accept what given and refuses to do anything else and he went on to stay that the vendor has the right to give any product instead of the requested if they do not have the product they have listed.
I have screenshot the entire chat session. The point of the money is not the case it is the principal. How in the world can Zomato expect a consumer to just accept any product because their partner screwed up.
It was disgusting to be in that chat. They surly have no Customer Service concept in the organization, assuming what the CSR stated is correct. They do not provide any refunds and they only take feedback. If that is the case then the company does not have any customer service.
So at the end Zomato is not taking accountability and expect the customer to accept what they get so that their jobs becomes easier.
If I could I would of posted the chat screenshots.
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