Zomato CEO Steps In After Viral Complaint Slams ‘Vanishing’ Customer Support; Here's What Happened

Sutanjani expressed frustration with Zomato’s customer support, calling it “nearly impossible” to connect with a human representative and criticising the company’s reliance on email communication

The original post drew widespread attention, with many users echoing similar concerns about the absence of human interaction

Source : PTI

Zomato CEO and co-founder Deepinder Goyal stepped in personally to address growing concerns about the platform's deteriorating customer support after a former employee publicly criticised the company on social media. The issue came to light when Ravi Sutanjani, a growth and partnerships professional and an early Zomato team member, posted a complaint on X (formerly Twitter) that quickly gained traction online.

Sutanjani expressed frustration with Zomato’s customer support, calling it “nearly impossible” to connect with a human representative and criticising the company’s reliance on email communication over real-time assistance. He wrote, “Zomato’s customer service has gone significantly down in the last 2–3 years. Nearly impossible to connect with an agent. They want customers to e-mail for serious issues and they claim to get back in 72 hours. Brands should have human customer support.”

🚨 Zomato’s Customer Service Has Gone Significantly Down in The Last 2-3 Years

Nearly Impossible To Connect With An Agent

They Want Customers To E-Mail For Serious Issues And They Claim To Get Back in 72 Hours

Brands Should Have Human Customer Support

— Ravisutanjani (@Ravisutanjani) July 7, 2025

Goyal Responds

Goyal responded swiftly, acknowledging the issue and offering to engage with Sutanjani directly. “Hi Ravi, can we connect on this? This is not by design, and I would love to get to the bottom of this. I would really appreciate your help,” he posted in reply.

Sutanjani confirmed he had a discussion with a senior member from Zomato’s escalation desk and followed up with an email to Goyal, expressing appreciation for the prompt acknowledgment.

Internet Reacts

The original post drew widespread attention, with many users echoing similar concerns about the absence of human interaction in Zomato's support channels. “AI agents can solve these issue with minimal support time and higher customer resolution, multiple channels - sms, whatsapp, in app chat. Nowadays so easy to implement yet they won’t,” one user replied.

Another user commented, “If something goes wrong, offer the customer a 30-50 per cent refund. They are no longer focusing on quality, their main goal is simply to increase turnover. I believe that soon, a cheaper competitor will enter the market and disrupt the current situation.”

Customer Service In Tech Platforms

The incident has reignited debate about customer experience in high-growth tech platforms. As companies scale, many seem to be shifting away from real-time, human-led service models to automated or delayed support, a move that often frustrates users seeking quick resolution.