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A recent incident in Bengaluru has highlighted the growing concerns around online food delivery services’ accountability. A Bengaluru resident took food delivery aggregator Swiggy to court after the company failed to deliver an ice cream he had ordered, leading to a legal battle that ended with the customer being awarded compensation.
According to a report by Bar and Bench, the customer had placed an order for a ‘Nutty Death by Chocolate’ ice cream from Cream Stone via Swiggy in January 2023. However, despite the order status showing ‘delivered’ on the app, the ice cream never reached the customer. Despite reaching out to Swiggy for a refund, the customer reportedly did not receive any resolution, prompting him to approach the consumer court.
The consumer court in Bengaluru, presided over by a bench comprising President Vijaykumar M Pawale, V Anuradha, and Renukadevj Deshpande, ruled in favor of the customer. The court termed Swiggy’s actions as an “unfair trade practice” and ordered the food delivery giant to compensate the customer.
Initially seeking compensation of ₹10,000, the customer was awarded ₹3,000 as compensation along with ₹2,000 as litigation costs, in addition to the refund amount of ₹187 for the undelivered ice cream. Swiggy’s argument that it was merely an intermediary between customers and third-party restaurants, thus not liable for such incidents, was not accepted by the court.
This case sheds light on the importance of transparency and accountability in the online food delivery sector, with customers increasingly demanding reliable services and swift resolutions to their grievances. It also underscores the role of consumer courts in upholding consumer rights and ensuring fair practices in the digital marketplace.
Sources By Agencies
