Zomato Responds After Customer Complains About ₹150 Packaging Charge An A ₹219 Order

Over the last ten years, food delivery apps have completely changed how urban India eats, orders, and experiences food. The segment has emerged as one of the fastest-growing digital ecosystems that touches millions of households every day. Applications such as Zomato and Swiggy have reshaped not just consumption habits but have also helped expand the reach of restaurants, created employment in the gig economy, and expanded the boundaries of convenience.

However, as the industry has continued to scale, a new challenge has emerged. One of the most frequently heard challenges is disparities in payments, which often leave customers frustrated. Customers increasingly flag discrepancies in bills, mainly through inflated packaging fees, unpredictable platform charges, and confusing taxation. Similarly, the customer recently flagged the alleged new scam that is currently happening in the name of packaging charges. Now, Zomato has also responded to the allegations.

X

The customer alleges Zomato charges 70% of the whole order for just packaging

Bunny Punia, an X user, recently shared how Zomato or its partner restaurant allegedly tried to scam him in the name of packaging fees. He shared a screenshot of his recent order on the platform, which he ordered from the Raj Bhog restaurant.

Bunny found out that the restaurant had added Rs 150 as packaging charges on a dish worth Rs 219. He noted that the packing cost alone came close to 70% of the food price and questioned whether such pricing was determined by Zomato or the restaurant partner.
Seeing the disproportionate packaging charge, Bunny tagged Zomato to seek clarification on who exactly sets these additional costs. In his post, he wrote,

The new scam. Almost 70% restaurant packing charges! 150 bucks on an order of 219! Wah re @zomato @zomatocare wah. This was today. Restaurant name visible. Is it you or the restaurant that is playing con here?

Have a look at the original tweet:

The new scam

Almost 70% restaurant packing charges!

150 bucks on an order of 219!

Wah re @zomato @zomatocare wah

This was today. Restaurant name visible. Is it you or the restaurant that is playing con here? pic.twitter.com/U3Oqk8cZal

— Bunny Punia (@BunnyPunia) November 17, 2025

How did Zomato react to the allegations?

Zomato Care, upon seeing the post, replied to it, reiterating the long-standing policy about packaging fees. The platform said packaging charges are determined solely by restaurant partners and not by it. They also added that the company is willing to take up the concern with the restaurant if the user can share the order details and location. Zomato wrote,

Hi Bunny, thank you for highlighting this. Packaging charges are decided solely by our restaurant partners. However, we would like to dig deep into this issue and share your concern with the restaurant partner. Could you please share the restaurant’s location via DM so we can get this checked?

Hi Bunny, thank you for highlighting this. Packaging charges are decided solely by our restaurant partners. However, we would like to dig deep into this issue and share your concern with the restaurant partner. Could you please share the restaurant’s location via DM so we can get… https://t.co/jcTFuGT2Se

— Zomato Care (@zomatocare) November 17, 2025

How did netizens react to the post?

A customer’s post on X has triggered a small but significant debate over the packaging charges levied by restaurants on food delivery apps. The tweet does not seem to have gone viral, but it certainly attracted responses from Zomato and a few curious users who questioned such a high charge over the order value.

One user was surprised by the huge difference between the actual item cost and the packaging charge.

The difference between the actual item and the packaging charges are crazy!

AFAIK the restaurants put the packing charges, considering Zomato also charges their commission, clearly seems like the restaurant tries to make maximum by marking up the packing charges.

— Hriddhiman Mukherjee (@hriddhi10) November 18, 2025

Another user pointed out the irony that Zomato also showed a ‘You saved Rs 264’ banner on the order.

But still you saved 264 as per zomato… no? 😉

— Evian (@EVZindabad) November 18, 2025

One user sarcastically takes a dig at the customer and asks him why he needed to write “bucks” instead of “rupees.”

ऐसी क्या मजबूरी थी की bucks लिखना पड़ रहा है ?

क्या ₹150 लिखने में शर्म आता है ?

— Nitin Kumar (@nitinkumar_075) November 18, 2025

While this discussion was relatively contained, it reflected recurring frustrations many customers express on delivery platforms, especially when packaging fees seem disproportionate or arbitrary. Restaurants often try to justify higher fees for better quality containers, higher packaging costs for certain foods, and compliance with eco-friendly material standards. But often, customers feel the charges are excessive or not transparent, especially if the packaging looks ordinary or simply low-cost.

What do you think about such discrepancies? Do share your thoughts with us in the comment section of this article.