A Zomato customer’s experience with the platform’s AI-powered support system has sparked discussion online after he said the chatbot repeatedly failed to validate photos of a spilled coffee.
The customer said he uploaded pictures several times but continued receiving the same response from the automated support system. He eventually said he had to give up on getting the issue resolved through the process.
Customer Says AI Support Could Not Validate Photos
According to the customer, the problem started after his coffee was spilled.
He said he submitted multiple photographs from different angles in an attempt to provide evidence of the issue. However, the AI support system reportedly did not accept the photos.
Is this a new Zomato strategy ? Make customers give up with AI bot and save money.
The coffee had spilt, I sent multiple photos from all angles and the AI could not validate it ? finally had to give up lol @zomato @zomatocare well done I guess? I did give up! pic.twitter.com/QAutdbiXSR
— EnViCi (@AskEnvici) September 27, 2026
The customer questioned whether the automated system was making it difficult for customers to complete their complaints.
Same Message Appeared After Every Upload
A screenshot shared with the complaint showed the customer repeatedly being asked to upload another photograph.
The message displayed by Zomato Support said that the issue could not be validated and requested another photo.
The customer said he continued trying but eventually gave up on the complaint.
Customer Questions Zomato’s AI Strategy
Sharing his experience on X, the customer questioned whether the AI-based complaint process was making customers give up instead of helping them receive a resolution.
His post attracted attention because the issue involved something as simple as submitting photographs as evidence for a food-related complaint.
The incident also highlighted a wider concern around automated customer support systems when they are unable to understand or verify information provided by users.
Zomato Responds To The Complaint
The post caught Zomato’s attention, and the company responded to the customer on the platform.
Zomato said that its team was looking into the matter and would provide an update.
The customer later said in the comments that Zomato had contacted him and acknowledged the issue.
According to his update, the company said it would try to improve the AI bot based on the feedback and share it with the relevant team.
People React To The AI Support Issue
The incident also received reactions from other users on X.
Some users criticised the difficulty of reaching human customer support and shared their own complaints about automated support systems.
One commenter claimed that they had repeatedly tried uploading a bill but kept receiving a message saying that the bill was not visible.
Another user suggested that customers may get attention by posting their complaints on X and tagging the company when automated support does not resolve the issue.
Why AI Customer Support Can Become A Problem
AI-powered customer support is increasingly being used by companies to handle complaints and requests.
Such systems can make basic support faster, but problems can arise when an automated system fails to understand an uploaded image or repeatedly asks the customer for the same information.
In this case, the customer’s experience has raised questions about what should happen when an AI system cannot validate the evidence provided by a user.
What Happened After The Complaint?
The situation eventually received attention from Zomato.
The company said it was checking the issue, and the customer later reported that Zomato acknowledged the problem and said the feedback would be shared with the relevant team for improving the AI bot.
The report does not provide further details about whether the original spilled-coffee complaint was ultimately compensated or otherwise resolved.
Conclusion
A Zomato customer’s complaint about a spilled coffee has drawn attention to the challenges of AI-based customer support.
The customer said he repeatedly uploaded photos but the system continued asking him for another image, eventually leading him to give up. Zomato later said its team would look into the issue, and the customer said the company acknowledged the problem and planned to use the feedback to improve its AI bot.
The incident shows why automated support systems may still need effective ways for customers to reach human assistance when an AI system cannot validate their complaint.
FAQ
Why did the Zomato customer complain about the AI bot?
The customer said the AI support system repeatedly failed to validate photos of his spilled coffee and kept asking him to upload another image.
What message did the Zomato AI support show?
According to the screenshot described in the report, the system said it could not validate the issue and asked the customer to upload another photo.
Did Zomato respond to the customer?
Yes. Zomato responded that its team was checking the issue and would get back with an update.
Did Zomato acknowledge the issue?
The customer later said that Zomato contacted him and acknowledged the issue. He also said the company planned to use the feedback to improve its AI bot.
What was the main issue with the AI support?
The main issue reported was that the automated system could not validate the photographs submitted by the customer, despite his claim that he uploaded multiple photos from different angles.