Chartered Accountant Ruchi Kedia files a complaint against Zomato for marking her Blinkit order as delivered despite non-receipt. She highlights poor customer service, denial of refund, and breach of trust. Choice4Voice.com features this issue to ensure fair resolution and legal awareness.
Complaint Summary Table : Zomato Fraud Complaint – CA Ruchi Kedia Alleges Order Marked Delivered But Not Received
| Details | Information |
|---|---|
| Complainant Name | CA Ruchi Kedia |
| Not disclosed | |
| Company/Brand | Zomato / Blinkit |
| Complaint Type | Service Not Delivered |
| Product/Service | Food Delivery (Order ID: 7267326421) |
| Issue Description | Order marked as delivered but never received; refund denied |
| Date of Incident | September 2025 |
| Company’s Response | Claim closed with “system shows delivered” |
| Additional Comments | Multiple follow-ups by complainant ignored; no refund issued |
About the Complainant
CA Ruchi Kedia (ACMA, CGMA) is a senior finance professional with over 11 years of leadership experience, having worked with Credit Suisse and KPMG. She is also a lifestyle coach, international yoga teacher, and ICAI faculty. With her professional background, her voice carries credibility and highlights the seriousness of consumer issues with established brands like Zomato.
About the Brand – Zomato / Blinkit
Zomato is one of India’s leading food delivery platforms, and Blinkit (acquired by Zomato) offers quick commerce delivery. Despite their scale, multiple consumers have reported issues around delivery discrepancies, refunds, and customer support. In this case, Zomato’s refusal to acknowledge the customer’s repeated complaints raises serious concerns regarding trust and accountability.
Legal Actions Possible Against Zomato
If a customer pays for a service that is not delivered, the following legal remedies can be considered:
- Consumer Protection Act, 2019
- Filing a complaint for deficiency in service and unfair trade practice.
- Indian Penal Code (IPC), Section 420
- Cheating and dishonest delivery of service.
- E-commerce Rules under Consumer Protection
- Failure to provide refund for undelivered service violates e-commerce guidelines.
- Legal Notice to Zomato
- A formal legal notice can be served before approaching Consumer Court.
- Filing Complaint with Food Safety Authority
- If suspected malpractice by delivery personnel.
Choice4Voice.com’s Role
At Choice4Voice.com, we feature genuine complaints to hold companies accountable. This is the first step towards resolution.
- If Zomato fails to resolve the matter promptly, Choice4Voice.com will assist the complainant in filing a legal consumer case.
- We also provide guidance on documentation required for legal proceedings, ensuring the consumer’s rights are protected.
Format to File a Consumer Complaint
- Complainant Details: Full name, address, contact details.
- Opposite Party Details: Company name, registered address, customer care contacts.
- Incident Details: Order ID, date, time, amount, and description of the issue.
- Evidence: Emails, order screenshots, payment receipts, and communication records.
- Relief Sought: Refund, compensation for harassment, or penalty on the company.
- Declaration: A signed declaration that the information is true to the best of knowledge.
Questions & Answers
Q1. What should I do if Zomato marks my order as delivered but I never received it?
A: Immediately raise a complaint via the Zomato app, keep screenshots, and escalate through email. If unresolved, file a consumer complaint.
Q2. Can Zomato refuse a refund if the order is not received?
A: No. As per consumer rights, if a service is not delivered, the customer is entitled to a refund.
Q3. How long does it take to get a Zomato refund?
A: Usually within 5–7 working days, but in disputed cases, delays are common.
Q4. Can I take Zomato to consumer court?
A: Yes. You can file a complaint under the Consumer Protection Act, 2019.
Q5. What documents are required to file a case against Zomato?
A: Order ID, payment proof, communication screenshots, and complaint records.
Q6. Is it legal for Zomato to close a case by saying “system shows delivered”?
A: No. This amounts to deficiency in service.
Q7. Can I claim compensation for harassment caused by Zomato’s denial?
A: Yes, consumer courts often award compensation for mental harassment.
Q8. What if the delivery partner stole the order?
A: Zomato remains responsible. The company must investigate and issue a refund.
Q9. Can RBI or government authorities intervene in such cases?
A: RBI governs financial frauds, not food delivery. However, Consumer Affairs Ministry can take action.
Q10. Does Zomato have an ombudsman for complaints?
A: No, but complaints can be escalated to customer care and legal channels.
Q11. Can multiple customers file a joint complaint against Zomato?
A: Yes, through a class-action consumer complaint.
Q12. How do I contact Zomato for unresolved issues?
A: Email help@zomato.com or raise complaints on their in-app support.
Q13. What is the compensation limit in consumer court for such cases?
A: Up to ₹50 lakh depending on the court jurisdiction and severity of loss.
Q14. Can I approach food regulators for delivery fraud?
A: Yes, especially if food safety is compromised.
Q15. Is Zomato legally bound to refund undelivered orders?
A: Yes, under the Consumer Protection Act and e-commerce rules.
Q16. What if Zomato blocks my account after repeated complaints?
A: That can also be challenged as an unfair trade practice.
Q17. Can I post my Zomato complaint on social media?
A: Yes, it helps create pressure for faster resolution.
Q18. Do consumer courts charge fees for complaints?
A: Minimal fees depending on claim amount (e.g., ₹100–₹500 for small claims).
Q19. Can a lawyer assist in filing a complaint against Zomato?
A: Yes, though complaints can also be filed directly by consumers.
Q20. How does Choice4Voice.com help in such cases?
A: By publishing complaints, guiding documentation, and assisting in filing legal cases if unresolved.
