- Order get cancelled ^Open

Divya filed this complaint against Zomato on Aug 06, 2019

Placed order at *:**, with Order Number: **********. The delivery executive called me once at *:** (only once) and since I did not pick the call they cancelled my order. In the app delivery time was reflecting as ** min and I was expecting delivery at * pm. When I realised that it was getting very late I tried to reach the person. Since it was landline call did not go through and when I checked my mail I got a mail saying your order is cancelled. I then reached the executive directly delivery guys say as my phone was not reachable and he waited for ** min and he called me *-*times and since I did not pick the call. My order is cancelled by the company directly. Fair enough, now I asked for a refund. They say " Money cannot be refunded, as the executive was there I did not pick the call and food will be returned to the restaurant". How is this a fair rule, either you have to refund the money back or reprocess the order? First of all the delivery executive was lying that he called in *-* times. I am attaching call records to show how many times he reached out to me. He did not even try once to call me from his direct number. I think we don't have proper rules in places and people like Zomato/Swiggy just take customers for a ride. My concern is * way.
*) The whole cancellation policy of Zomato is wrong. You cancel orders no problem but you have to refund the amount. Had it been pay on delivery will company auto cancel order?
*) I want my money back as clearly the executive is lying, he just called me once.

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