A consumer court in Karnataka reportedly ruled in favour of a woman who didn’t receive her momos order placed through food delivery app Zomato in 2023. According to a report in Indian Express, the order by the District Consumer Disputes Redressal Commission in Dharwad came recently.
The woman named Sheethal reportedly placed the order on August 31, 2023, but despite receiving a delivery confirmation, the momos never arrived.Sheethal contacted both the restaurant and Zomato but received no resolution. Zomato requested 72 hours to investigate but never followed up. Left with no choice, Sheethal filed a legal notice against Zomato in September 2023.
In court, Zomato denied any wrongdoing. However, the court pointed out that Zomato’s inaction for months contradicted their initial request for time to address the issue. Finally, in May 2024, Zomato refunded Sheethal the original cost of the momos (Rs 133.25).
The court found Zomato deficient in service and liable for the inconvenience caused to Sheethal. Zomato was ordered to pay Sheethal Rs 50,000 as compensation for the mental stress and Rs 10,000 to cover her legal expenses, bringing the total award to Rs 60,000.
What the consumer court said in its ruling
“Zomato is carrying out their business of supplying 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 commission reportedly said.
In the order, Eshappa K Bhute, president of the commission, ordered Zomato to pay Sheethal Rs 50,000 as compensation towards the inconvenience and mental agony caused to her and Rs 10,000 towards her litigation cost.