A restaurant based in Cuttack has publicly criticised Zomatoalleging it was unfairly penalised for a delivery error caused by a platform partner.
In a social media post, the restaurant claimed that despite preparing and packing the correct order, a delivery executive allegedly mishandled it, resulting in customer complaints and a drop in ratings.
The establishment also tagged Zomato CEO Deepinder Goyalurging the company to address systemic issues affecting small businesses.
“This Isn’t Just a Complaint, It’s a Pattern”
The restaurant stated that such incidents are not isolated. According to its post, errors during delivery are often attributed to restaurants, even when they occur after the order leaves the kitchen.
The management said they had “no way to explain, fix, or defend” themselves once the issue occurred, highlighting gaps in communication and accountability within the delivery system.
Impact on Small Businesses and Ratings
The restaurant emphasised that ratings on food delivery platforms directly influence visibility, customer trust, and revenue. A single negative review, especially when linked to delivery issues, can significantly impact business performance.
It argued that the current system places the burden of errors entirely on restaurants, even when logistics are handled by the platform.
Demand for Transparency and Fair System
Calling for reforms, the eatery urged Zomato to introduce:
- Clear accountability for delivery partners
- A mechanism to differentiate between kitchen errors and delivery mistakes
- Direct communication channels between restaurants and customers
- Fair dispute resolution systems
The post stressed that small businesses should not be penalised for factors beyond their control.
Social Media Reactions Highlight Wider Concern
The issue sparked reactions online, with several users sharing similar experiences. Some criticised the platform for prioritising customer feedback without verifying the source of errors, while others called for a more balanced system that protects both customers and restaurant partners.
Awaiting Response from Zomato
As of now, Zomato has not issued an official response to the allegations. The situation has reignited conversations about fairness, transparency, and accountability in India’s growing food delivery ecosystem.
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