India, July 8 -- Zomato founder and CEO Deepinder Goyal stepped into the role of customer service executive after a former Zomato associate called out the food delivery platform's deteriorating customer support experience. Ravi Sutanjani, a growth and partnerships expert in the Indian startup ecosystem, who once worked at Zomato during its early days, complained that he found it impossible to connect with an agent.

"Zomato's customer service has gone significantly down in the last 2-3 years. Nearly impossible to connect with an agent. They want customers to e-mail for serious issues and they claim to get back in 72 hours. Brands should have human customer support," he wrote in a post on X.

The post quickly gained traction with hundreds ...