Overview

• Former associate Ravi Sutanjani highlighted on X that customers face email-only complaints and 72-hour waits with no live agent access.
• His post went viral with hundreds of thousands of views, prompting CEO Deepinder Goyal to ask for a direct discussion on the issue.
• A senior escalation desk official followed up and Sutanjani provided detailed case examples via email for Zomato to review.
• Company insiders say the review could pave the way for reinstating real-time customer assistance options that were phased out.
• The back-and-forth highlights growing user frustration with automated chatbots and the role of executive accountability in service recovery.