Zomato Responds After Customer Complaints Of Overcharging On Haldiram’s Vada Pav

Popular food delivery platform Zomato is facing backlash online after a user pointed out a stark price difference between an item sold at a Haldiram outlet and the price listed on the app. According to a viral post, Haldiram sells vada pav for Rs 40 at its stores, but Zomato reportedly lists the same item for Rs 80. Not only this, in the total bill, the app also charged additional delivery and platform fees.

The customer took to X and shared his bill summary, stating the additional charges

The X user shared on social media that she ordered vada pav from Haldiram via the food delivery app, Zomato. She claims that she was charged double the price that is charged for the same item in the physical outlet.

She also mentioned the additional charges that the app added in the final bill, calling it a case of “digital loot.”

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She tagged the Minister of Food Processing Industries, Govt. Of India, Chirag Paswan, and asked what actions can be taken for such online food delivery apps for overcharging the customers?

Sharing the Zomato order summary where the total bill showed Rs 253.30, due to the additional charges of taxes, platform fees, and delivery partner fees, she wrote,

Haldiram sells vada pav at Rs40 however @zomato inflated the price and charges Rs 80 and then add further charges !!! Why ? @zomato you are looting public @iChiragPaswan what actions can be taken for such online food delivery apps for overcharging ?

Here is the post

Haldiram sells vada pav at Rs40 however @zomato inflated the price and charges Rs 80 and then add further charges !!! Why ? @zomato you are looting public @iChiragPaswan what actions can be taken for such online food delivery apps for overcharging ? pic.twitter.com/QTODwHi4V0

— TheSaffronGirl (@SaffronThe31539) May 19, 2025

The post that directly tags Zomato will cause outrage among netizens.

Zomato responded to the post where the user accused them of looting

Zomato addressed the issue and clarified that they don’t set the prices. They also said that they will share the feedback to the restaurant and ask them to look into the matter. Zomato Cares wrote,

Hi there, thanks for bringing this to our attention! Just a heads-up, while we’re a go-between for you and the restaurant, we don’t set the prices. But don’t worry, we’ll pass this feedback to the restaurant and ask them to have a peek at it. We hope this helps with your concern. In case you have any further queries, please feel free to reach out to us. We will be happy to assist you!

Hi there, thanks for bringing this to our attention! Just a heads-up, while we’re a go-between for you and the restaurant, we don’t set the prices. But don’t worry, we’ll pass this feedback to the restaurant and ask them to have a peek at it. We hope this helps with your concern.…

— Zomato Care (@zomatocare) May 19, 2025

Many consumers have previously echoed similar experiences, expressing concerns over inflated prices, platform charges, high delivery fees, packaging fees, and surge pricing. These hidden costs often result in customers paying double or even triple the in-store price.

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As per current consumer protection laws in India, businesses, including online platforms, must clearly disclose all charges. Under the Consumer Protection Act, 2019, misleading pricing or deceptive practices can be challenged, but proving intentional exploitation is complex.

What are your opinions on this matter? Let us know in the comments.