In an unusual turn of events, Zomato, the online food delivery platform, has been ordered to pay ₹60,000 in compensation and legal costs over a momos order worth ₹133.25 that was never delivered. This decision came from the District Consumer Disputes Redressal Commission in Dharwad, Karnataka, spotlighting the issue of service accountability.
The Order Gone Wrong
On August 31, 2023, Sheetal, a resident of Dharwad, Karnataka, decided to order momos through Zomato. Her order was confirmed, but hours passed without any delivery. After repeated inquiries and being advised by Zomato to wait 72 hours for an investigation, no satisfactory resolution was provided. Frustrated by the lack of service, Sheetal approached the consumer court in September 2023.
Zomato’s Response
In court, Zomato denied any fault on their part, asserting that they had taken measures to investigate the complaint initially. However, the court criticized Zomato for not taking timely action despite their initial promise of resolving the issue.
Court’s Ruling
By May 2024, Zomato had refunded Sheetal the original amount of ₹133.25 but that did little to sway the court’s decision. Presiding judge Eshappa K Bhute highlighted that despite receiving payment, Zomato failed to deliver the product as promised. The court found Zomato guilty of service deficiency and responsible for the inconvenience caused to Sheetal.
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Compensation Breakdown
The court ordered Zomato to pay ₹50,000 for the mental anguish caused to Sheetal and an additional ₹10,000 to cover her legal expenses, totaling ₹60,000.
