Consumer Court Rules in Favor of Customer Over Undelivered Momos Order from ZomatoConsumer Court Rules in Favor of Customer Over Undelivered Momos Order from Zomato A consumer court in Karnataka has ruled in favor of a woman who did not receive her order of momos placed through the delivery app Zomato. The woman, Sheethal, placed the order on August 31, 2023, but despite receiving confirmation of delivery, she never received her momos. She contacted both the restaurant and Zomato, but her concerns were not resolved. Zomato initially requested 72 hours to investigate the issue but failed to follow up. Frustrated, Sheethal filed a legal notice against the company in September 2023. In court, Zomato denied any negligence, but the court noted that their prolonged inaction contradicted their request for additional time to address the matter. The company eventually refunded Sheethal the cost of the momos in May 2024. The court determined that Zomato was in breach of service and liable for the inconvenience caused to Sheethal. It ordered Zomato to pay her a total of Rs 60,000 in compensation and legal costs. The court’s verdict stated, “Zomato is liable to respond to the claim of the complainant as they failed to supply the product despite receiving the purchase amount.” This case highlights the importance of customer service and the need for businesses to address customer concerns promptly and effectively.
A consumer court in Karnataka has reportedly ruled in favour of a woman who did not receive her momos order placed through delivery app Zomato last year. According to a report in the Indian Express, the verdict came from the District Consumer Disputes Redressal Commission in Dharwad recently.
The woman named Sheethal is said to have placed the order on August 31, 2023, but despite receiving a delivery confirmation, the momos never arrived. Sheethal reached out to both the restaurant and Zomato, but did not receive any resolution. Zomato sought 72 hours to investigate, but never followed up. Left with no other option, Sheethal filed a legal notice against Zomato in September 2023.
In court, Zomato denied any wrongdoing. However, the court pointed out that Zomato’s months of inaction belied their original request for time to address the issue. Zomato eventually refunded Sheethal the original cost of the momos (Rs 133.25) in May 2024.
The court held that Zomato was in breach of service and liable for the inconvenience caused to Sheethal. Zomato was ordered to pay Sheethal Rs 50,000 as compensation for the mental distress and Rs 10,000 to cover her legal costs, taking the total award to Rs 60,000.
What the consumer court said in its ruling
“Zomato is carrying on its business of supplying materials in response to the online orders placed by the customer. Despite receipt of the purchase amount, Zomato has not supplied the requisite product to the complainant. On examining these facts of the present case, in our view, Op. No. 1 (Zomato) alone is liable to respond to the claim of the complainant,” the commission said.
In the order, Eshappa K Bhute, chairman of the commission, ordered Zomato to pay Sheethal Rs 50,000 as compensation for the inconvenience and mental anguish caused to her and Rs 10,000 towards her litigation costs.
