Zomato Messes Up An Order, Sends Handwritten Note To Apologize

Bart Eshwar

India’s food tech companies aren’t exactly known for their great customer service. The Facebook pages of Foodpanda, Swiggy and the like are littered with rants from irate customers who’ve been left hungry when their orders haven’t been processed as they’d have liked. The latest entrant in the food ordering game though is trying to do things differently. When a Zomato customer complained on twitter that he hadn’t received an order, he was in for a surprise.

Sai Shyam G is a Chennai resident who’s a regular Zomato Order user. “I order from Zomato every other weekend.”, he says. But when he ordered on 8th December, things didn’t go as usual.

However when the food did arrive, it wasn’t as Sai had expected it. 

Sai forgot about the incident soon after. But a week later, he received an unusual package in his mail.

To apologize for the inconvenience, Zomato had sent him a handwritten note.

“Hey Sai,

We’re awfully sorry that your ordering experience did not go the way you expected it to be. We understand that there’s nothing worse than to be made to wait when hungry. So here’s a little something to make it up to you.

Hope your future orders turn out perfectly!

For the love of food,”

In addition to the note, Zomato threw in a mug and a diary for good measure, reinstating the importance of apologising right.

Zomato has been in the eye of the storm in recent weeks over having fired 10% of its workforce and having been banned from recruiting from the IITs following a rant by CEO Deepinder Goyal. But the company’s trying to make amends. It proactively helped out during the Chennai floods, sending meals to the stranded when they were in need. And this little gesture here shows that Zomato really cares, and its service executives are on top of ensuring that Zomato Order works well. It’s not unexpected though.  You don’t become a $1 billion dollar company for nothing.