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A consumer forum in Karnataka has ordered food delivery company Zomato to pay ₹60,000 to a woman for not delivering her momos order worth ₹133.25. The District Consumer Disputes Redressal Commission at Dharwad found Zomato guilty of providing poor service, causing the woman significant inconvenience and stress.
On August 31, 2023, the woman ordered momos through Zomato and paid ₹133.25 via G-Pay. She later received a notification that her order had been delivered, but she did not receive the food. When she contacted the restaurant, they informed her that the delivery agent had picked up the order. She tried reaching out to the delivery agent through the Zomato website but got no response. The same day, she emailed a complaint to Zomato and was told to wait 72 hours for a response.
After not hearing back from Zomato, she sent a legal notice on September 13, 2023, and eventually took the matter to the consumer forum. During the hearing, Zomato’s lawyer denied the woman’s claims and argued that the company had no legal ties with the delivery person or the restaurant.
The Commission noted that although Zomato requested 72 hours to resolve the issue, they had not done so by the time the complaint was filed. This raised doubts about the reliability of their promise. As a result, the Commission awarded the woman ₹50,000 for the inconvenience and mental stress caused, along with ₹10,000 for litigation costs. Zomato was represented by Advocate GM Kansogi.