I have been a regular user of the Zomato app as well as the website for a very long time now. I have had some issues with their customer support(delayed/no response being the most common) in the past as well but I considered these as trivial matters and continued with the status quo. Recently, Zomato launched a Zomato Treats membership plan. I bought the plan and started using it. Everything was fine for a while.
A few days back, I came to notice that the Zomato Treats were not getting added automatically to my account and I contacted the customer support team regarding this. I was received by a customer support representative(since I am not supposed to divulge personal info, lets call him Mr. A) and his initial response was that I was not using the application correctly. He then asked me to provide snapshots of the app usage, earlier purchases where the add-ons were automatically added without charge etc., which I promptly did. It became clear within minutes that the person knew nothing about how the membership plan actually worked. His next response was that there was a glitch in the system. When I pressed on, he raised a ticket and assured me that I would be contacted within the next 24 hours with a solution.
After receiving no response for the next 24 hours, I again contacted the Zomato support team. This time I was received by another representative(say Mr. B). He insisted that the initial membership was complimentary for a month and told me that I have not made any payment for that! When I said that I remember making the payment, I was demanded proof of payment!
After 2 days, I received a call from Mr. A and this time he said that I indeed have made the payment but the transaction has failed and hence the free membership has been cancelled and again asked me to provide the proof of payment!
To sum it up, I have the following issues with Zomato:
The customer support team is highly untrained and clueless of the reasons and keeps trying to push the blame on me.
I have lost faith in the customer support team and I cannot trust a word I have been told.
My Membership was cancelled without notice - There should have been a prior communication from Zomato if indeed there has been a transaction failure.
Since I am a frequent user of Zomato, it is difficult for me to find the exact transaction data from my bank account. I believe the customer support knows this and is therefore trying to push the burden of proof on me thereby shutting the matter down.
If there has been no prior notice of cancellation, then Zomato is at the fault and should provide the proof of transaction failure to me.
If Zomato is unable to provide the proof of transaction failure, then my membership should be restored back.
I am a regular Zomato user and I spend more money than the total subscription cost on a daily basis. I can absolutely buy the membership plan again and continue with my life. But I am writing this because I believe that there has been no transaction failure and Zomato has done an unethical thing which should be brought to everyone’s notice.