Zomato Responds After Customer Complains About Being Charged ‘Packaging Charges’ For A Food Parcel

Food delivery apps, like Zomato, Swiggy, and many more, have transformed dining habits, but one particular charge keeps frustrating customers, which is the packaging fees. Social media is filled with complaints from users who argue that restaurants charging packaging fees are a scam.

A Zomato customer recently posted on X, complaining about the “packing charges” when orders are placed through online food delivery apps

The X user, Abhishek Chowdhury, argued that while restaurants don’t charge extra for take-away boxes when food is collected in person, the same outlets levy “packing charges” when orders are placed through delivery apps like Zomato.

Twitter

He wrote,

@zomato @zomatocare
since when did restaurants start charging for packing the food!! If we go personally to the restaurant for a parcel,they don’t charges us for boxes, why do u?? Though many many many neglect this, I too did in the past, but won’t anymore. #ScamAlert

He also uploaded a picture of his Zomato order summary, where the restaurant’s packing charges can be clearly seen, summing up to Rs 33.46.

@zomato @zomatocare since when did restaurants start charging for packing the food!! If we go personally to the restaurant for a parcel,they don’t charges us for boxes, why do u?? Though many many many neglect this, I too did in the past, but won’t anymore. #ScamAlert pic.twitter.com/oZpLA9b90S

— Abhishek Chowdhury (@Abhishe44972481) September 2, 2025

The post raises concerns about pricing transparency in online food delivery.

Customers argue that packaging is a basic part of serving food and should be included in menu prices. Instead, when ordering via apps, they are charged separately, often without clarity on how the fee is determined.

Twitter

Zomato replied to the customer’s tweet with a clarification statement

Zomato clarified that these charges are decided by restaurant partners and are passed on entirely to them. The platform claims it has no role in setting or profiting from packaging fees. They stated,

Hi Abhishek, we’d like to clarify that the packaging charges are decided solely by our restaurant partners. That said, we have noted the restaurant details and will share your feedback with them. If you have any other queries, please feel free to reach out.

Hi Abhishek, we’d like to clarify that the packaging charges are decided solely by our restaurant partners. That said, we have noted the restaurant details and will share your feedback with them. If you have any other queries, please feel free to reach out.

— Zomato Care (@zomatocare) September 4, 2025

Courts in India have, at times, ruled against restaurants for levying separate packaging fees, calling them an unfair practice since the cost of packaging is inherent to the food service.

But in April 2025, the Competition Commission of India (CCI) dismissed allegations that Zomato’s platform or packaging fees were “unfair or anti-competitive,” noting that the charges are itemized and not hidden from consumers.

The controversy reflects a growing consumer demand for transparency in app-based services. While the convenience of food delivery is undeniable, hidden or unclear charges risk decreasing customer trust. For many users, packaging fees remain a symbol of this conflict, a small charge that leaves a big question mark.

Do you think it’s fair for restaurants to charge packing charges? Let us know in the comments.