Zomato Responds After Customers Highlights Packaging Charge Scam By Company

Food delivery giant Zomato is once again facing backlash from users, this time over “packaging charges” that appear to vary for the same restaurant and the same order. Many users argue that while packaging is essential, the lack of transparency and the inconsistency in charges feel like an unfair burden on consumers.

X user Major Mann shared screenshots of two separate bills from the same restaurant via Zomato, showing different packaging charges

Major Mann shared images of two separate order summaries from the same restaurant ordered via Zomato. While he was charged ₹5 for packaging, his friend was billed ₹10 for the same food item.

Twitter

He shared his frustration in a Twitter thread that started with the post that read,

Same food ✅ Same restaurant ✅ Same app
But packaging charges? ₹5 for me, ₹10 for my friend.
Waah… telepathy se restaurant ko pehle hi pata chal gaya ki hum order karne wale hain aur charge bhi alag laga diya 😂
#Zomato this is next-level “customer experience”! #scam 1/2

Here is the post

Same food ✅ Same restaurant ✅ Same app
But packaging charges? ₹5 for me, ₹10 for my friend.
Waah… telepathy se restaurant ko pehle hi pata chal gaya ki hum order karne wale hain aur charge bhi alag laga diya 😂#Zomato this is next-level “customer experience”! #scam 1/2 pic.twitter.com/ZBIpM9Db1t

— Major Mann🔸 (@MajorMann193777) September 11, 2025

He further criticized the food delivery app by saying that Zomato says that they are not responsible for the packaging charges. He also mocked the price disparity.

According to Zomato’s own billing disclaimer, “Zomato has no role to play in packaging charges. They are decided by the restaurants.”

Twitter

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He said,

And the best part?
Zomato says “we don’t decide packaging charges, restaurants do.”

Matlab ek hi khane ka packet banane ke liye restaurant kabhi ₹5, kabhi ₹10 le sakta hai. Wah re consistency

He also mentioned that, according to him, Food apps like Zomato are looting their customers by charging the packaging charges and tagged Zomato, asking for an explanation. The customer also tagged several news channels, @jagograhakjago, and hashtags like #FoodDeliveryScam #Zomato #Lallantop #ZeeNews #AajTakSocial #ConsumerRights.

Here are the posts

Food apps & restaurants are openly looting customers in the name of “packaging.”@zomato care to explain? 👀@jagograhakjago @aajtak @ZeeNews @ABPNews @inshorts @TheLallantop @TOIIndiaNews @IndianExpress @FinMinIndia @NaMo4PM @republic #explosion #deprem #AppleEvent pic.twitter.com/KAKzToPKpr

— Major Mann🔸 (@MajorMann193777) September 11, 2025

Zomato replied to this Twitter thread with a clarification

Amid this, Zomato’s support handle, Zomato Care, replied to the viral complaint asking for the registered mobile numbers of both the accounts and details about the items in both carts and assured the user that they will look into the matter.

Hey there, we’d like to get this checked. Please DM us the registered mobile numbers of both accounts, the names of the items in both carts, along with the restaurant location details so that we can look into this for you.

Hey there, we’d like to get this checked. Please DM us the registered mobile numbers of both accounts, the names of the items in both carts, along with the restaurant location details so that we can look into this for you. https://t.co/jcTFuGSv2G

— Zomato Care (@zomatocare) September 11, 2025

For frequent app users, these packaging charges, though seemingly small, can add up to a significant monthly cost. Customers argue that without transparency, they feel “trapped” into paying arbitrary fees, eroding trust in both restaurants and delivery platforms.

Here are some possible solutions that Industry experts suggest

• Standardized Packaging Fees: Restaurants should display clear, uniform packaging rates on their menus.
• Transparency on Apps: Food delivery platforms like Zomato and Swiggy could add a detailed breakdown showing how charges are calculated.
• Consumer Regulation: Authorities could step in to regulate packaging fees, much like they do with MRP (Maximum Retail Price), to prevent arbitrary pricing.
• Optional Packaging: Giving customers the choice to opt out of extra packaging when not required could also reduce costs and waste.

With such complaints becoming increasingly common, the issue highlights the need for greater clarity in how these charges are set—and why they differ from order to order.

What are your thoughts on this matter? Have you witnessed any such inconsistency? Let us know in the comments.