A Twitter user recently shared a story about his friend's unfortunate experience with online food ordering. According to the tweet, his friend, who was in Varanasi with his family during the holy month of Sawan, placed an order for a family pack of paneer veg biryani from the renowned '@BehrouzBiryani' restaurant through the app zomato. However, to their disappointment, they received chicken biryani instead of the paneer biryani they had ordered. The friend tagged @deepigoyal, the founder of Zomato, to bring attention to the mishap.
On Sunday night, Ashwini Shrivastava, a Twitter user, shared a distressing incident that his friend encountered in Varanasi. He posted two videos that showcased the problem. The first video displayed the invoice for the family pack of vegetable paneer biryani his friend had ordered from Zomato, a popular food delivery app. The second video revealed what was received—a container of biryani containing hidden chicken pieces instead of the expected paneer. In his tweet, Ashwini explained that at first, they didn't realize it was chicken biryani because even in paneer biryani, the paneer is typically covered in a besan (gram flour) coating. It was only upon tasting it that they discovered it wasn't what they had ordered.
My friend is in Varanasi with his family during this holy month of Sawan. He had ordered family pack Paneer veg biryani (worth ₹ 1228) from the famous '@BehrouzBiryani' through @zomato, but they made them eat chicken biryani instead! @deepigoyalThis family never eats meat, but… pic.twitter.com/ogsNwblU4d
— Ashwini Shrivastava (@AshwiniSahaya) July 8, 2023
Hi Ashwini, apologies for the mishap. We never intended to do that. We will get this checked immediately.
— zomato care (@zomatocare) July 8, 2023
Hi Ashwini! That is certainly not the experience we intend for our customers, and we apologize as your experience has been hampered. Kindly DM us your contact number so that we can fix this for you. (AZ)
— Behrouz Biryani (@BehrouzBiryani) July 8, 2023
When Ashwini's friend called Behrouz Biryani to address the issue, they were redirected to contact Zomato. However, when they contacted Zomato, they were instructed to speak with the hotel involved. This left them frustrated and dissatisfied with the customer service. The tweet describing this incident has gained significant attention, accumulating over 1 million views and 7.2 k likes since it was shared. Both Zomato and Behrouz Biryani promptly acknowledged the complaint and responded to the viral tweet. Zomato expressed their apologies for the mistake and assured that they would investigate the matter urgently.