A consumer court in Karnataka has directed food delivery platform Zomato to pay ₹60,000 to a woman from Dharwad for failing to deliver her order of momos placed in August 2023.
The complainant, Sheetal, alleged that she received a confirmation message for her ₹133.25 order but never received the momos. Despite contacting both the restaurant and Zomato, the issue remained unresolved.
While Zomato initially requested 72 hours to investigate, they failed to follow up, leaving Sheetal without a proper response. The court found this lack of communication to be a key factor in their decision.
Although Zomato eventually refunded the cost of the momos in May 2024, the court ruled that Zomato's deficient service caused Sheetal mental stress and inconvenience. She was awarded ₹50,000 as compensation for this, along with ₹10,000 to cover her legal expenses.
This case highlights the importance of proper customer service for online businesses. The court's decision emphasizes that companies are responsible for ensuring their services are delivered as promised and that customer grievances are addressed promptly and effectively.