Zomato review: Option for cancellation and support channels deliberate scam

I placed an order on Zomato to the wrong location by mistake and realized it almost immediately. The order was placed at 11:44 PM, and I contacted Zomato support at 11:45 PM practically within the same minute that the restaurant accepted the order.

Despite repeatedly informing the AI chatbot that the address was in a completely different city and that the restaurant could not possibly deliver there, the chatbot kept insisting that I continue with the order instead of processing a cancellation request.

After waiting 11 minutes, I was finally connected to a support agent. By then, the restaurant had already started preparing the order. Even then, instead of taking immediate action, the agent delayed the conversation for another 10+ minutes without providing any resolution, during which time the order was picked up by the delivery partner.

I then requested to speak with a supervisor, but I only received a callback after the delivery partner had already reached the incorrect location. I had to personally inform the delivery partner that nobody was available there to receive the order and ask him to return.

What was even more disappointing was the supervisor’s response. Rather than acknowledging that I had reported the mistake almost instantly, the entire focus was on repeatedly stating that the error was mine and that no refund could be issued. The fact that the support system itself caused the delay ultimately allowing the order to proceed all the way to delivery was completely ignored.

This has genuinely been one of the most frustrating and unreasonable customer support experiences I have faced. If there are any legal professionals or consumer rights advocates willing to advise on whether this case can be pursued further, I would appreciate connecting with you. I have screenshots of the entire chat as well as call recordings documenting the timeline.

I have one simple question for Zomato:

If a customer realizes a mistake immediately after placing an order and reports it right away, should they not be given a fair chance to cancel the order?

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