Food delivery service Swiggy was recently ordered by a Bengaluru consumer court to reimburse a customer for an ice cream order that he placed in 2023 that was not delivered. The food delivery app is reportedly ordered to pay Rs. 3,000 in compensation in addition to Rs. 2,000 for litigation costs. The platform was also ordered by the Bangalore Urban II Additional District Consumer Redressal Commission to reimburse the customer Rs. 187 for the ice cream they paid for when placing their order.
As per sources, the complainant ordered an ice cream called ‘Nutty Death By Chocolate’ through Swiggy on 26th January 2023 at around 1.54 pm. The order was from the restaurant ‘Cream Stone Ice Cream’ in Bengaluru and was priced at Rs. 187. Reportedly, the order was picked up by a Swiggy agent after 35 minutes and was never delivered to the complainant. However, the status of the order was shown as ‘delivered’ on the app. In this regard, the person also sent out an e-mail to the food-tech giant and requested a refund of the amount he paid, which the latter failed to do. This prompted the complainant to approach the consumer forum for relief and compensation of Rs. 10,000 and Rs. 7,500 as litigation costs.
Swiggy, on the other hand, contested that it was a situation between the third-party restaurant and the delivery agent, and the company was not in a position to check if the order was delivered, especially when it was marked as delivered on the app. Hence, they maintained that Swiggy could not be held liable for the alleged mistake.
The reports go on to say that after reviewing the case, the jury’s bench concluded that Swiggy had neglected to reply to the customer’s demand for a refund. According to the consumer forum ruling, the complainant had the ability to demonstrate Swiggy’s “deficiency of service,” which is also considered to be an instance of “unfair trade practice.”
The bench did note, however, that the reimbursement of Rs. 10,000 and Rs. 7,500 for litigation costs seemed excessive. Thus, they mandated that the other party—in this case, Swiggy—refund Rs. 187 and pay compensation and litigation costs of Rs. 3,000 and Rs. 2000, respectively.
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