Zomato support is unresponsive and unethical way to do business

Food
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1

I own a resturant and it’s listed on Zomato for delivery and dine in. I don’t know how my restaurant got listed. Somehow I managed to get my RM for Zomato Dine in app. We discussed about disabling discount but it’s more than 8 days, they are unresponsive. When asked about SLA about request she said it will take time. I am amazed that they do onboarding in just 1 day and for changing offers they don’t have any timelines. No self serve options on their app. One more thing they say “why you want to remove from Zomato platform when it’s existing on another?” Do they have any signed agreement with me where they will ask me such questions?

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Dear @TatvaTRCPune

It is unfair business practice that Zomato has listed your restaurant without your consent and is now unresponsive to your requests.

Before taking any action, ensure that you have these documents:

  • Screenshot: Capture screenshots of your conversation with your RM, highlighting the date and time, and the lack of a clear timeline for disabling discounts.
  • Email Correspondence: If you’ve emailed Zomato about the issue, save all emails with timestamps.
  • Proof of Lack of Consent: If you have evidence that you didn’t consent to your restaurant being listed, gather it (e.g., emails, phone records).

Email your concerns to the Zomato partner support team at priority@zomato.com.

Escalate to Zomato:

You can send a written complaint to the appointed Grievance Officer of Zomato by sending an email to grievance@zomato.com or nodal@zomato.com explaining your situation and attaching all the documentation as mentioned above.

If you believe Zomato is engaging in unfair practices, you can lodge an online public grievance to the Competition Commission of India (CCI).

While lodging your complaints, also highlight these points:

*Lack of transparency in their onboarding process and the absence of clear timelines for addressing requests.

  • Absence of self-serve options on their app, which is inconvenient and limits your control over your restaurant’s listings.
  • Insist on a clear agreement with Zomato that outlines the terms of your listing and your rights as a business owner.