[Zomato Controversy]: Man Orders 1 Veg Biryani, Finds Chicken Inside The Meal, Zomato’s Unexpected Reply Goes Viral

A Pune man’s veg biryani order from Zomato turned controversial after he claimed to find chicken in it. His viral complaint sparked outrage, and Zomato’s response quickly grabbed online attention

A resident of Pune recently found himself in an unexpected situation after ordering what was supposed to be a vegetarian dish from a food delivery app. What he believed to be paneer biryani, a popular vegetarian rice dish — turned into a surprising discovery when he allegedly found a piece of chicken in the meal.

The Viral Complaint That Sparked a Debate

The customer, Pankaj, took to X (formerly Twitter) to express his shock and disappointment. He had ordered the biryani via Zomato from PK Biryani House, located in Karve Nagar, Pune. According to his post, the dish was clearly marked vegetarian, but upon digging in, he noticed a piece of meat that turned out to be chicken.

“ordered paneer biryani from pk biryani house karve nagar pune maharashtra and I found a chicken piece in it(I am a vegetarian) I already got refund but this os still a sin since I am a religious person and it has hurt my religious sentiments,”

his post read.

Chicken in Veg Biryani

Outraged and emotionally disturbed, especially as a vegetarian, Pankaj shared a picture of the biryani along with a strong statement highlighting the breach of trust. His post quickly went viral, attracting widespread attention from netizens across the country.

More Than Just a Refund 

Though Zomato refunded the order, Pankaj made it clear that his concerns went far beyond financial compensation. For him, the situation was not about the money lost but the emotional and spiritual distress it caused. In his own words, “Being a vegetarian, this was extremely upsetting.”

His reaction resonated with many others online, especially those who follow vegetarian or vegan diets for religious or ethical reasons. What might appear to be a simple mistake to some can, in fact, be deeply offensive to others.

Zomato’s Prompt Response

Zomato was quick to respond on social media. The company replied to Pankaj’s tweet in a respectful and understanding tone:

“Hi Pankaj, our utmost priority is to uphold everyone’s sentiments without compromise. Kindly share your order ID or registered phone number via DM for investigation.”

Hi Pankaj, our highest priority is to ensure that we never compromise with anyone’s sentiments. Please share your order ID or registered phone number via DM so that we can get this checked. https://t.co/jcTFuGT2Se

— Zomato Care (@zomatocare) May 14, 2024

This response reflected the brand’s commitment to addressing customer grievances seriously, especially in matters where emotional and cultural sensitivities are involved.

Previous Incidents That Raise Concerns

Unfortunately, this isn’t the first time Zomato or other food delivery services have faced such complaints. Similar cases have surfaced in the past, raising questions about how food is labeled, packed, and delivered.

In March, a customer posted on X alleging that they received chicken instead of a vegetarian dish. Zomato again responded with an apology and promised an internal investigation. While individual cases may vary, the pattern has led to increasing concern over the consistency and reliability of such platforms.

Food Quality and Safety Under the Microscope

Beyond incorrect orders, the issue of food safety is another hot-button topic. Earlier this year, a woman discovered a cockroach in her ramen ordered from Auntie Fung’s, another well-known food brand. She shared her experience online, sparking disgust and disappointment among netizens.

Zomato, once again, responded and took note of the issue. Incidents like these, while not always common, shed light on the importance of quality control, hygiene, and the accountability of restaurants that partner with delivery apps.

Why This Is a Bigger Issue for Vegetarian Customers

For many in India, vegetarianism is not just a dietary preference — it is a deeply ingrained way of life tied to culture, tradition, and religion. Accidentally consuming non-vegetarian food can be emotionally distressing and even spiritually disturbing.

This is why a small lapse in labeling or packaging can lead to significant consequences. It’s not just a case of wrong food being delivered; it’s about broken trust and cultural insensitivity.

Public Reactions and Online Outrage

As expected, reactions to the incident flooded in from across social media. Many users expressed anger and solidarity with Pankaj. Suggestions poured in, with some urging platforms like Zomato to implement stricter protocols, including color-coded packaging for vegetarian and non-vegetarian meals, and more visible labeling.

Some even proposed that food aggregators should consider hiring food inspectors or conduct random quality checks at their partner restaurants to avoid such mishaps in the future.

Is the Current System Enough?

Despite recent improvements in food delivery systems — such as veg-only filters, customer ratings, and real-time tracking — this incident has exposed the limitations of current quality checks. While technology has helped streamline the ordering process, it has yet to fully eliminate the human errors that lead to such unfortunate experiences.

The need for a more robust and foolproof system has become more evident than ever. The stakes are high, especially when customer faith is on the line.

The Role of Partner Restaurants

While Zomato handles the ordering and delivery process, the actual food preparation is the responsibility of its partner restaurants. In this case, PK Biryani House has also come under fire, with many demanding accountability from the restaurant itself.

Users on social media have suggested that the restaurant should come forward with an explanation or apology. Whether the error occurred due to negligence or oversight, public accountability can go a long way in regaining customer trust.

Lessons for the Food Delivery Industry

This incident is a clear reminder to food delivery platforms and partner restaurants alike — customer trust is fragile. A single mistake can cause not just a wave of outrage but also impact the brand’s reputation and credibility.

As the demand for online food delivery continues to grow in India’s urban centers, so does the responsibility of these platforms to offer safe, accurate, and respectful service. It’s no longer just about convenience — it’s about trust, emotions, and the basic expectation of getting what one ordered.

 A Wake-Up Call for the Industry

Pankaj’s experience, while unfortunate, has sparked an important conversation around food safety, cultural sensitivity, and customer service in India’s fast-growing food delivery sector. His post served as more than just a complaint — it has become a wake-up call for companies like Zomato to double down on accuracy, transparency, and consumer respect.

With increasing reliance on digital food services, it’s imperative that platforms rise to meet evolving expectations. Until then, such incidents will continue to make headlines, serving as cautionary tales in the ever-evolving landscape of online food delivery.

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