Zomato Grievance Email Id For Complaint

If you’ve faced issues with a Zomato order missing items, incorrect billing, late delivery or deeper concerns requiring escalation, knowing the right email address and contact protocol is essential. Zomato’s grievance system provides multiple touchpoints, from instant in-app chat to formal email channels. Navigating these properly not only speeds resolution but also empowers you as a consumer. This topic explains how to escalate your concerns effectively using email and phone support provided by Zomato’s Grievance Redressal Mechanism.

Quick Support: Chat and Order Email

For most issues like delivery delays, missing food, or payment troubles Zomato encourages customers to start with its in-app chat. This instant tool often resolves problems immediately. When more detailed action is needed, especially refunds, order@zomato.com is the next step. This email address is specifically for order-related complaints and includes:

• Missing or incorrect items
• Refund requests
• Delivery delays

Complaints sent to order@zomato.com generate a tracking ticket and Zomato aims to address them within legally mandated timelines.

Escalating Complaints: Grievance Officer Email

If your issue persists after initial contact, the next step is escalation. Zomato provides a dedicated Grievance Officer via grievance@zomato.com. This channel is designed for more serious or unresolved matters:

• Unaddressed refund requests
• Ongoing delivery or billing issues
• Extended delays or unacceptable service

Zomato’s official Terms of Service list grievance@zomato.com and note that the officer is available weekdays 9 am–6 pm.

Final Escalation: Nodal Officer Contact

For complaints that remain unresolved after the Grievance Officer’s intervention, Zomato provides access to a Nodal Officer. You can write to nodal@zomato.com, sharing your grievance and referencing all previous correspondence. The nodal officer steps in as a last internal escalation point before any legal recourse.

Supportive Phone Numbers to Use

Beyond email, Zomato lists a dedicated customer care phone line you can call if emails don’t resolve your issue:

• 011‘41171852 – Monday to Friday, 9 am–6 pm, for escalations

For urgent matters, connecting via phone can help confirm receipt of your complaint and get immediate updates.

Grievance Channels at a Glance

• In-app Chat: Best for quick fixes (late/missing order, minor issues).
• order@zomato.com: For formal complaints and refund processing.
• grievance@zomato.com: For escalated issues or unresolved complaints.
• nodal@zomato.com: Final escalation before legal steps.
• Phone (011‘41171852): Support during weekdays.

Tips for an Effective Complaint

To ensure your grievance is resolved efficiently, follow these best practices:

• Always include: Order ID, date/time, a clear description of the issue.
• Attach evidence: Photos of incorrect items or screenshots of payment issues.
• Mention previous ticket numbers: This helps avoid repetition and enables faster handling.
• Use polite but firm language: Respectful tone increases your chances of a helpful response.
• Escalate slowly: Move from chat → order email → grievance email → nodal only if needed.
• Maintain records: Save all emails, chat transcripts, and call logs for reference.

Understanding Zomato’s Commitment and Legal Standpoint

Zomato’s grievance Redressal Mechanism is maintained under India’s IT Act and the Consumer Protection Act 2019, meaning they are legally obliged to respond within defined timelines. Complaints are expected to be addressed promptly at each escalation level. If issues persist beyond the nodal Officer’s intervention, you can consider seeking help from consumer courts or online grievance platforms.

Zomato offers multiple layers of complaint redressal designed to help every customer starting with fast in-app chat, moving to structured email support, and culminating with formal escalation to grievance and nodal officers. For a positive outcome, always start with order@zomato.com after chat fails, escalate thoughtfully, and provide clear documentation. With persistence and proper procedure, most complaints can be tracked, resolved, and refunded if eligible. In rare cases where internal escalation fails, legal avenues remain open but often aren’t necessary when using Zomato’s official channels effectively.

Remember, knowing where to write and how to escalate can make all the difference in resolving issues quickly and fairly, ensuring your voice is heard and respected.