Zomato is no stranger to viral social media moments, especially when something goes amusingly wrong. But this time, it wasn’t just the goof-up that caught people’s attention—it was how Zomato handled it that truly stood out.
Recently, a customer named Arvinder ordered a birthday cake via Zomato. While placing the order, they added a harmless instruction: “Happy Birthday. Don’t send cutlery, tissues, and straws.” Pretty straightforward, right? Well, not for the restaurant staff reading the note.
When the cake arrived, to everyone’s amusement, it had “Happy Birthday Tissues and Straws” written on it—in big, bold icing letters! Understandably surprised and tickled by the blunder, Arvinder shared the photo on X (formerly Twitter), tagging Zomato and posting, “Happy Birthday Tissues and Straws 😂😂! This is what we received when we ordered the cake! Please instruct people to read instructions carefully 😉.”
What followed was even better. Zomato didn’t just ignore the post or offer a copy-paste apology. They acknowledged the error, responded in a kind and humorous tone, and even promised a refund. Their official customer care handle replied:
“Thank you for being so understanding about this, Arvinder. We truly hope you were still able to enjoy the cake, even if the message didn’t come out as expected. We’re glad the issue was resolved, and we’ll be sure to pass your feedback along to the restaurant.”
Now, that’s how customer service should be.
In a world where companies often shy away from taking accountability, Zomato showed that a little humility and a human touch can go a long way. They could’ve blamed the restaurant or brushed it off, but instead, they embraced the moment, made the customer feel heard, and kept things light-hearted.
At the end of the day, this viral cake mix-up reminds us all of two things:
Be extra clear with online instructions—maybe even double-check your punctuation! Customer service done right can turn a goof-up into a great moment.