Recently, a post about a man's experience with Zomato's customer care has been making a buzz online. LinkedIn user Kumar Aryan took to the platform to pen a long post about his dissatisfaction with how the customer care representatives responded to his complaint. He claimed that he had found a sharp object in food ordered through the app. As per his post, he discovered it in the Afghani chaap and thus contacted customer care through the app to raise the issue. The representatives asked him for photos/videos of the order, which he provided.
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However, he was unhappy with the "copy-paste" nature of their responses. He claimed that they also did not agree to get on a call to discuss the problem. Here's the complete caption of the post:
"Dear Zomato Folks,
This isn't about your campaigns although they are pretty cool, but playing with people's lives is not cool. This is about your exceptionally bad service and customer care team. I ordered Afghani chaap and a couple of rumali rotis it turns out there was a sharp object in the chaap. Now comes the best part, I requested a full refund which your team didn't agree to and then I remembered you guys pay to riders as well and I later realised that the amount you were willing to pay was ok.
But then I realised the extremely poor conversation that I had with your representative who continuously just copy pasted the same content to me. Despite asking multiple times the person didn't agree to have a normal conversation on call so that I can check with him and the team how this could be resolved. I hope you guys start putting some part of your marketing budget into helping your teams understand how to be human. I think in the era of #AI it has become crucial for people to be more human."
He also shared screenshots of the chat with customer service. Take a look at them below:
Photo Credit: LinkedIn/ Kumar Aryan
Photo Credit: LinkedIn/ Kumar Aryan
Photo Credit: LinkedIn/ Kumar Aryan
Zomato responded to the complaint on LinkedIn. They wrote, "We sincerely apologize for the distressing experience, Kumar. This is not the standard we strive to maintain. Moreover, we apologize that you weren't provided the proper support you were seeking. Please share your order ID so that we can investigate this matter promptly and ensure it does not happen again."
Other LinkedIn users shared similar personal experiences in the comments. You can check out the full post here.
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