Chicken Found In A Vegetarian Roll Delivered By Swiggy; Here’s What The Consumer Commission Did

The advent of online food delivery services has brought about a big transformation in India. Fueled by variables such as evolving consumer habits and the integration of smartphones, the latest phenomenon has found its way into our daily existence. When Swiggy, Uber Eats, and Zomato originally started, their primary focus was on gathering restaurant listings and enabling online orders.

However, these platforms expanded their product offerings and expanded to other locations as demand grew. They also featured features like real-time order monitoring and user reviews. Due to the intense rivalry that resulted from this popularity, technical advancements like AI-driven suggestions and strategic alliances were also made.

However, the Indian meal delivery market is not without its difficulties. The satisfaction of clients with the meals they purchase is a significant concern. These services usually result in inaccurate or faulty orders being delivered to customers, which makes mealtimes unpleasant.

Similarly, following a customer’s complaint, the renowned meal delivery service was embroiled in a customer care dispute over a vegetarian dish that purportedly was non-vegetarian. In this matter, the customer commission also gives Swiggy a significant order.

Customer found chicken in vegetarian special roll

The whole thing started when Madhapur resident Shruti Baheti placed an order for a vegetarian special treat from the eatery. Baheti said she ordered a special vegetarian roll from Rolls King on September 22, 2020, and paid ₹237 for it. But the order didn’t come for 54 minutes. When asked why there was a delay, the delivery boy stated that there were several orders. It was only after Baheti began consuming meals that she discovered pieces of chicken and sausage.

Consumer Commission orders compensation of ₹10,000

A Hyderabad restaurant and food delivery behemoth, Swiggy, has been ordered by the District Consumer Dispute Redressal Commission to compensate a client who requested a vegetarian meal but received non-vegetarian food instead. The consumer was given an amount of Rs. 10,000 as compensation.

Restaurant and deliver partner denied the accusations

Rolls King and Bundl Technologies (Swiggy) denied the accusations, arguing that after the order was placed, they had no control over the food delivered. They contended that before giving the food to the delivery staff, the restaurant had an obligation to prepare and seal it properly. Baheti was offered a refund, but she turned it down.

Rolls King insisted that their Vegetarian Special Roll was vegetarian-friendly since it had soya chap, paneer burji, mushroom, and soya shammi kebab. However, Baheti insisted that the presence of chicken pieces contradicted this claim, supported by photographic evidence submitted.

The panel gave serious consideration to all of the arguments and supporting data. Even though Rolls King claimed that the pictures showed soy instead of chicken, the commission pointed out that there was no video evidence to support its claim. In the end, the commission determined that the non-vegetarian food offering and its delayed delivery constituted inadequate service.

Considered a service failure, the commission mandated payment of Rs. 10,000 for the delayed delivery and the non-vegetarian meal given to a vegetarian. Furthermore, Shruti Baheti will also receive an additional Rs. 5,000 to pay expenses.