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food and grocery delivery · Zomato

How to escalate a Zomato complaint

Use the order’s chat support right away, with photos. If it ends without a fair answer, write to the Grievance Officer Zomato lists on its site; by law they must acknowledge in 48 hours and resolve within a month.

the rule

Delivery apps are e-commerce platforms under the Consumer Protection (E-Commerce) Rules, 2020: a named Grievance Officer, an acknowledgement within 48 hours and a resolution within one month.

Have Kaval take it upFree to start. Nothing to install.

the escalation path, in order

  1. Start with Zomato itself

    Open the order in Zomato and start the help chat from there. Add photos before the order leaves your history.

  2. Write to the Grievance Officer

    If the chat closes without a fair answer, email the Grievance Officer the app lists, with the order ID, photos and the chat outcome. They must acknowledge within 48 hours and resolve within a month.

  3. Food safety goes to FSSAI

    Spoiled, contaminated or unsafe food is also a food-safety complaint. Report it to FSSAI on the Food Safety Connect app or foscos.fssai.gov.in, separately from the refund.

  4. National Consumer Helpline, then the commission

    Call the National Consumer Helpline on 1915 (or 1800-11-4000), WhatsApp 8800001915, or file at consumerhelpline.gov.in. It is free, works in 17 languages, and forwards your complaint to companies that have joined its convergence programme, which then have about 30 days to reply. If that fails too, file at e-jagriti.gov.in.

where Zomato lists its officers

Zomato names its Grievance Officer in the grievance and contact sections of zomato.com, as the E-Commerce Rules require.

what people take up with Zomato

  • Wrong or missing items
  • Food spilled or tampered with
  • Order cancelled after payment, refund missing
  • Charged extra fees not shown upfront

keep these ready

  1. 1Order ID and time of delivery
  2. 2Photos of the food, packaging and bill
  3. 3The chat transcript or its outcome
  4. 4The refund amount you are asking for

a complaint you can copy

Subject: Unresolved complaint for order [order ID]

Dear Zomato team,

On [date], [what happened, in one or two sentences]. I raised this on [date] (reference [number]), and it has not been resolved.

I am asking for [a refund of ₹amount / a fix / a reversal of the charge].

Please acknowledge this within 48 hours and resolve it within one month, as required under the Consumer Protection (E-Commerce) Rules, 2020.

[Your name]
[Registered phone or email]
Fill in the brackets. Send it to the desk for the step you are on, and keep the reply.

questions people ask

Who do I escalate a Zomato complaint to?

Write to Zomato’s Grievance Officer. Zomato names its Grievance Officer in the grievance and contact sections of zomato.com, as the E-Commerce Rules require. After a month without a fix, go to the National Consumer Helpline (1915).

Should I call a Zomato customer care number I found online?

No. Fake customer care numbers in search results and social media are a common scam. Open the order in Zomato and start the help chat from there. Add photos before the order leaves your history.

What should the complaint say?

Keep it short and specific: what happened and when, every earlier reference number, and exactly what you want. Have these ready: Order ID and time of delivery; Photos of the food, packaging and bill; The chat transcript or its outcome; The refund amount you are asking for.

Can Kaval do this for me?

Yes, end to end, for members. Message Kaval on WhatsApp with what happened and the reference numbers you have. Kaval writes the complaint, sends it to the right desk, keeps track of the deadline and chases it, and takes it to the next level when the deadline passes. Membership details are at kaval.chat/pricing.

other food and grocery delivery guides

complaint with someone else?

Last reviewed October 28, 2026. Rules change; the regulator’s own page has the final word.