Consumer court orders Zomato to pay Rs 60,000 to woman for not delivering Rs 133 Momos

Zomato must compensate Sheethal with Rs 50,000 for the inconvenience and mental distress she endured, plus an additional Rs 10,000 for her legal expenses.

In a recent decision highlighting the accountability of big companies, the Karnataka Consumer Court has ruled that Zomato, led by Deepinder Goyal, must pay Rs 60,000 in compensation to a customer for failing to deliver her order. 

On August 31, 2023, Sheethal, a resident of Dharwad, ordered momos through Zomato and paid Rs 133.25 via Google Pay. Shortly after placing the order, she received a notification saying her momos were delivered.

However, Sheethal needed clarification because neither the order nor the delivery person had arrived at her home. The restaurant confirmed that a Zomato delivery agent picked up the momos, but Sheethal could not contact the delivery person through Zomato’s website.

Sheethal then contacted Zomato's customer service via email, who advised her to wait 72 hours for a resolution. When there was no response, she sent a legal notice on September 13, 2023.

Zomato’s legal team denied the claims, but the court observed that Zomato did not address Sheethal’s complaint within the promised 72-hour timeframe, raising concerns about their reliability.

Eventually, Sheethal received a refund of Rs 133.25 on May 2, which was the exact amount she paid. The court found that Zomato had failed in their service by not delivering the ordered momos and causing Sheethal significant inconvenience and distress.

The court, led by President Eshappa K Bhute, ruled that Zomato must compensate Sheethal with Rs 50,000 for the inconvenience and mental distress she endured, plus an additional Rs 10,000 for her legal expenses.