When Social Media Bites Back: Zomato CEO Deepinder Goyal Responds with a Personal Touch

Unknown Apr 02, 2026 850 Views

In the digital age world where consumer complaints tend to vanish in automated responses, Zomato CEO Deepinder Goyal was making headlines for responding personally to a viral complaint against the company's customer service. The complaint was posted by Ravi Sutanjani, a former Zomato partner...

Goyal's blunt intervention—publicly issuing the invite to Sutanjani to join and promising to investigate—created widespread debate about the place of real human assistance in technology-driven businesses. This move comes after a series of recent announcements and controversies at Zomato.

Key Highlights
Viral Complaint: Former employer Ravi Sutanjani criticized Zomato's customer service on social media, stating that it was now effectively impossible to speak to a human customer agent, with nearly everything being routed to email and lengthy waiting times.

CEO's Personal Response: Deepinder Goyal responded personally and stated, "This is not by design, and I would love to get to the bottom of this. I would really appreciate your help." His personal response was welcomed on both sides and re-fanned debate on AI vs. human assistance.

Community Response: The event received huge response on the web, with users expressing the same displeasure and asking Zomato to introduce human touch to customer service.

Current Developments: Zomato's parent company will be renamed to "Eternal Ltd." to reflect that it is not just a food delivery company anymore, but also entities such as Blinkit and Hyperpure. Zomato's brand and app will not be altered.

Leadership in the spotlight: Goyal's hands-on approach is being regarded as a style for the new age, highlighting accountability and customer orientation at the leadership level.

Source: Economic Times, Hindustan Times, India Today

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