In a notable verdict, a consumer court in Karnataka has ordered Zomato to compensate a woman from Dharwad with Rs 60,000 for failing to deliver her online order of momos. The District Consumer Disputes Redressal Commission in Dharwad delivered the judgment on July 3, highlighting the importance of consumer rights and accountability in online services.
The Incident: Unfulfilled Order
On August 31, 2023, Sheethal placed an order for momos via Zomato, paying Rs 133.25 through Google Pay. Despite receiving a notification promising delivery within 15 minutes, the order never arrived. Sheethal did not see a delivery agent at her home and received no communication regarding the status of her order.
Upon contacting the restaurant, she learned that the delivery agent had already picked up the order. Her attempts to contact the agent through the platform were unsuccessful. Frustrated and seeking resolution, Sheethal emailed Zomato on the same day, only to be advised to wait 72 hours for a response.
Legal Action and Court Proceedings
When 72 hours passed without a response from Zomato, Sheethal sent a legal notice to the company on September 13, 2023. In court, Zomato’s counsel contested Sheethal’s claims, arguing that the allegations were baseless.
However, the court found that Zomato had requested 72 hours to address the complaint but had not done so, which undermined the credibility of their defense. The court also noted that on May 2, 2024, Sheethal had received a refund of Rs 133.25 from Zomato, which did little to compensate for the inconvenience and distress caused by the incident.
Court’s Verdict and Compensation
The commission ruled that Zomato had failed to deliver the ordered product despite receiving payment, causing significant inconvenience and mental distress to the complainant. The president of the commission, Eshappa K Bhute, stated, “Zomato is carrying out 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.”
As a result, the commission ordered Zomato to compensate Sheethal with Rs 50,000 for the inconvenience and mental distress she experienced, along with an additional Rs 10,000 to cover her legal expenses.
Implications for Online Services
This case underscores the necessity for online service providers to maintain reliable customer service and fulfillment processes. As consumers increasingly rely on digital platforms for their purchases, the accountability of these platforms in ensuring timely and accurate delivery becomes paramount. The ruling serves as a reminder that consumer rights must be upheld, and failures in service delivery can have significant legal and financial consequences.
