Consumer Court Orders Zomato to Pay for Delivering Contaminated and Wrong Food Orders

Zomato, one of India's largest food delivery platforms, has faced growing consumer complaints about food safety and service quality. Cases include delivery of contaminated food causing food poisoning, delivery of wrong orders with no effective redressal, and significant delays rendering food inedible.

In a notable case in Hyderabad, a consumer fell ill after eating food delivered through Zomato that contained foreign objects. When the consumer sought compensation, Zomato initially offered only a small coupon as redress. The consumer approached the consumer forum, which ordered Zomato to pay compensation for medical expenses and mental distress.

In another case, a consumer in Delhi received a non-vegetarian dish instead of the vegetarian food ordered, which was particularly distressing given the consumer's religious dietary restrictions. The consumer forum found Zomato liable for deficiency in service.

The pattern across these cases is consistent: when things go wrong, Zomato's automated customer service offers minimal redress (usually app credits or small refunds) that doesn't adequately compensate for the harm caused. Consumers who escalate find it nearly impossible to reach a decision-maker.

FSSAI (Food Safety and Standards Authority of India) has issued guidelines for food delivery platforms regarding food safety responsibility, but enforcement remains a challenge.