I had ordered food from a restuarant near Lake Mall, Kolkata to Golpark. It mentioned that the food will reach in 45 mins. Zomato is known for sending live updates of the food being picked and out for delivery option.
My sister had some classes post lunch and I had ordered food online from Zomato. After 30 mins I got a call from the restuarant that since the delivery boy hasnt come, the food might not reach me on time. I wanted to cancel my order but there was no option in the Zomato app, nor was there an option for calling customer care. After 45 mins of placing the order, I got a call from the delivery executive that the food wasnt ready and would take some time! I got the food delivered to me after 1.15 hrs and I refused to take it since my sister had already left for classes. the delivery boy apologised and said I can further talk to Zomato. The only way to interact with Zomato was to chat. I had no other option since I had paytm the money and had to ask for a refund. I got a call from the restuarant after sometime saying that the food was ready and just because the delivery boy of Zomato didnt reach on time they delayed in giving the food.!
Zomato, this was unexpected. And I also would want you to have a Customer Care department so that it becomes easier to interact.