'Order Delivered' But No Delivery Agent, No Food: Zomato Customer's Midnight 'Nightmare' Story Trends On X

A customer took to social media platform X to share an unpleasant experience with Zomato. The customer claimed that as soon as they went downstairs to collect their order, there was no delivery agent in sight, while the notification on the app showed, “Order delivered.” The viral post has since been trending on X, sparking a debate on whether Zomato should introduce OTP-based verification for deliveries.The post was shared by an X user identified as @Rushu_Tushu. The customer wrote, “Zomato should introduce OTP-based verification for food deliveries. Yesterday, I ordered food from Zomato, and the delivery partner was unusually delayed—almost 30 minutes late—which already felt suspicious.”The customer further added, “When I went downstairs to receive

my order, I suddenly got a notification saying ‘Order delivered.’ No call. No message. Nothing. Just like that, it was marked as delivered. I tried calling the delivery partner, but he didn’t answer. So I immediately contacted customer support. They arranged a conference call between me, the delivery partner, and customer care to verify the issue.”

According to the customer, the delivery partner claimed that he had delivered the order to a boy standing in the colony who told him an order ID, which led the delivery agent to assume it was the correct customer. Reacting to this, the customer wrote, “But how can you deliver an order just based on an order ID? No name verification, no call, nothing. Most of the time, the order ID is already written on the parcel bag. Honestly, it felt like he was lying and just denying the fact that he kept the order himself. In any case, this entire situation could have been easily avoided if Zomato used an OTP verification system.”The customer concluded the post by saying, “Customer care refunded my money, but added a warning: ‘This is the first and last time.’ How is this my fault? And what if it happens again in the future? Will I not get a refund then? Anyway, I’ve deleted the Zomato app. Not ordering food online anymore. They wasted my time, and I ended up with nothing to eat in the middle of the night.”As the post gained traction, Zomato responded, writing, “Hey there, we understand how upsetting this must be. Please DM us your order ID, and we’ll check this for you.”As the post continues to gain momentum online, several users have shared similar experiences, reigniting the debate on whether Zomato should introduce OTP-based verification for food deliveries.