For a birthday celebration, a customer placed five separate Zomato orders. Three were delivered on time, but two worth ₹146.73 and ₹103.88 were cancelled, leaving a total of ₹250.61 unpaid. Zomato claimed delivery personnel could not reach the customer’s phone, so the orders were cancelled.

The customer, Manoj Kumar, filed a complaint with the Delhi Consumer Commission after the refund was denied. The commission found Zomato’s service deficient and its business practice unfair, ordering the company to reimburse the amount, pay 6% annual interest, ₹5,000 compensation for distress, and ₹3,000 litigation costs.

Zomato was directed to settle within 45 days. The company did not attend the hearing or submit a written response, which caused the commission to accept the customer’s evidence unchallenged.

This ruling underscores that large food‑delivery platforms must handle complaints swiftly and transparently. Customers should keep order summaries, chat transcripts, and related documents for any future disputes.

Why This Matters

For big companies, this case is a stark reminder that customer experience and service quality are non‑negotiable. Regulatory bodies are ready to enforce stringent penalties when consumer rights are ignored.

"Ignoring customer complaints not only harms reputation but also escalates legal liabilities," says lawyer Pankaj Singh.

Frequently Asked Questions

• Will Zomato face any additional penalties beyond the refund?
• What steps should a customer take if a refund is not provided?