In a recent decision, the Karnataka Consumer Court ruled that Zomato must compensate a woman from Dharwad with ₹60,000. This follows an incident where Sheetal ordered momos via the food delivery app on August 31, 2023, paying ₹133.25 through Google Pay.

Despite receiving a notification that her order had been delivered, no delivery agent arrived, and she did not receive her order. The District Consumer Disputes Redressal Commission in Dharwad issued the judgment on July 3, as documented on their official website.

After inquiring about her order's status, Sheetal discovered from the restaurant that the delivery agent had picked up her order. However, attempts to contact the agent via the website yielded no response. Sheetal promptly filed a complaint with Zomato via email on the same day. In response, Zomato requested her to wait for 72 hours for resolution of her query.

According to the verdict, despite Sheetal's efforts to contact Zomato via email, she received no response. Frustrated by the lack of resolution, on September 13, 2023, Sheetal sent a legal notice to the food delivery app. In response, a Zomato representative appeared in court and dismissed all allegations as "false and fabricated." The consumer court noted that Zomato had initially promised a response within 72 hours but failed to deliver on this commitment, undermining the reliability of their defense in the case.

On May 2 this year, Sheetal received compensation of ₹133.25 from Zomato. The commission concluded that Zomato's inadequate service had caused Sheetal significant mental stress and agony.

As per the release, the commission said, "Zomato is carrying 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."