Banana Leaf Santacruz SNDT

**“Extremely disappointing and mentally frustrating...

**“Extremely disappointing and mentally frustrating experience. I ordered 2 Masala Dosa and 2 boxes of Medu Wada (each box containing 4 pieces, around ₹211 each), along with a watermelon juice add-on. Shockingly, I did not receive the Medu Wada at all. I only received 2 boxes containing Masala Dosa with chutney and sambhar. When I contacted the restaurant, they first told me to check properly and said there should be 3 boxes. After confirming with their kitchen, they firmly stated that everything was packed and sent correctly. Then they shifted the responsibility, saying if anything happens during transit, it is Zomato and the delivery partner’s issue. But this is where the real problem lies. Instead of taking accountability or properly investigating, responsibility is being passed around. This creates a system where no one is answerable, and the only person who suffers is the customer who paid honestly. Also, blaming the delivery stage so casually makes no sense. A delivery partner is not just a middle person—they are the backbone of this entire system. Without them, restaurants cannot deliver food and platforms cannot function. Indirectly shifting blame without clarity or resolution only reflects poor coordination and lack of accountability in the entire process. In the end, both the restaurant and Zomato get paid, but the customer is left with incomplete food, no proper explanation, no immediate support, and only different excuses from everyone involved. This is not just about a missing item, it reflects a deeper issue of responsibility, coordination, and customer respect. Very irresponsible service and a truly disappointing experience.”** “If the system cannot ensure accountability, then the customer will always be the weakest and most ignored part of it.”