In a notable verdict emphasizing the accountability of large enterprises, Zomato, the food delivery giant led by Deepinder Goyal, has been ordered by a consumer court in Karnataka to pay Rs 60,000 in compensation to Sheethal. This ruling came after Zomato failed to deliver a Rs 133 order of missing momos placed by a customer last year.
What was the Incident
On August 31, 2023, Sheethal, a resident of Dharwad, placed an order for momos via Zomato, paying Rs 133.25 through Google Pay. Minutes after placing the order, Sheethal received a notification stating that her momos had been delivered. However, neither the momos nor the delivery agent arrived at her doorstep.
Initial Response and Frustration
Confused by the situation, Sheethal contacted the restaurant, which confirmed that the order had been picked up by a Zomato delivery agent. Despite numerous attempts to reach the agent through Zomato’s website, Sheethal received no response. Frustrated, she emailed Zomato’s customer service and was told to wait 72 hours for a resolution. When no response came, Sheethal escalated the issue by sending a legal notice on September 13, 2023.
Legal Proceedings
Zomato’s legal counsel responded by denying the allegations. However, the court noted that Zomato failed to address Sheethal’s complaint within the promised 72-hour window, casting doubt on their reliability. Following the legal battle, Sheethal received a refund of Rs 133.25 on May 2—the exact amount she initially paid.
Court’s Verdict
The commission, led by President Eshappa K Bhute, concluded that Zomato committed a service deficiency causing significant inconvenience and mental agony to Sheethal. The commission stated, “Zomato is carrying their business of supply of materials in response to the online orders placed by the customer. Despite receipt of the purchase money, Zomato did not deliver the required product to the complainant. By looking into these facts of the case on hand in our opinion Op no. 1 (Zomato) alone is liable to answer the claim of the complainant.”
The final verdict ordered Zomato to pay Sheethal Rs 50,000 for the inconvenience and mental agony caused, plus an additional Rs 10,000 to cover her legal expenses. This case underscores the importance of service reliability and accountability, even for large enterprises like Zomato.
