'We Understand How Distressing It Must Be': Zomato's Response To Woman Who Found Chicken Pieces In Veg Meal

Food delivery apps have made it incredibly easy and quick to satisfy hunger, but this convenience can sometimes lead to issues like order mix-ups. Recently, a woman shared a shocking experience where she reportedly found chicken in a vegetarian dish she had ordered through Zomato.

Himanshi detailed her ordeal on X (formerly Twitter), explaining that she had ordered a Palak Paneer Soya Matar and Millet Pulao from Eatfit through Zomato. However, she was surprised to find that instead of the Palak Panner, she received Chicken Palak.

“Have ordered the Palak Paneer soya matar and millet Pulao thru Zomato from Eatfit. Instead of Palak Paneer they have served chicken Palak. Delivering Chicken in Saawan is not acceptable when I have selected only vegetarian food,” she wrote on X. The customer also shared a picture of the meal she received.

See her post here:

Zomato took immediate notice of the incident and issued an apology. In their response, Zomato stated: “We make amends for this mix-up and understand how distressing it must’ve been for you. We take your dietary preferences very seriously and would never intend to disrespect them. Please allow us some time to get this checked, we’ll get back to you with an update at the earliest.”

The restaurant, Eatfit, also expressed regret, stating, “Hey, we truly regret the meal experience and would like to look into this. Please message your order and contact details.”

The mix-up didn’t go unnoticed by social media users who were quick to voice their frustration.

One user blasted, “Shame on you Curefoods (Eatfits). You need to Identify the Irresponsible Employee and Investigate this thoroughly. It’s Absolutely Shameful.”

Another added, “The only way that Zomato ‘apologises and respects sentiments and dietary preferences’ is by issuing a refund. They never take any other action! Isn’t it right, Zomato Care? Why not take the restaurant off your platform for a week? They shouldn’t be let off with just an apology.”

Someone else expressed, “Zomato is shameless. They will deliver wrong orders. Then after wasting users time offer 50-100rs refund. After escalation and more time waste they will give 75-100% refund. They won’t even take any actions. Really irresponsible company.”

A few months ago, a Zomato customer faced a similar experience when he found a chicken piece in the paneer biryani he had ordered online from PK Biryani House in Karve Nagar, Pune. Pankaj Shukla shared his frustration on X, criticising both the food delivery app and the restaurant for disregarding his religious beliefs.

Despite receiving a refund, Shukla highlighted how the incident deeply offended him.