Zomato Responds After Customer Is Charged ₹60 For A Container While Ordering Food

Online meal ordering has been increasingly common in India in recent years. The service established itself as an essential part of the nation’s food sector landscape. Nonetheless, the fast spread of meal delivery businesses throughout India has been fueled by the Internet’s all-encompassing reach. Due to the rapid development of digital infrastructure and the broad accessibility of mobile phones, this upsurge has allowed a wider audience to take advantage of the ease of online meal ordering.

Meal delivery services have opened up new opportunities for businesses, allowing them to reach a wider consumer base and grow their clientele. Nonetheless, a few difficulties have emerged in tandem with this development. As these services grow in popularity, they must also overcome certain obstacles.

Foremost among these challenges is the issue of inflated pricing for both food and service offerings. Prices for food and services have increased due to the complicated interplay between operating expenses, delivery costs, and pricing policies. Unfortunately, it affects both consumers and companies. As formerly affordable choices become exclusive, affordability suffers, demoralizing people who are on a tight budget.

Something similar recently happened with a customer from Ahmedabad. She shared on social media how the restaurant billed exorbitant Rs 60 just for a disposable food container.

Customer outrages over Zomato levying Rs 60 packaging fee on Theplas

The experience of a Zomato user in Ahmedabad sparked a discussion over the reasonableness of the fees involved with food delivery. The client placed an order for three plates of theplas, each costing Rs 60. However, she was shocked to see an additional Rs 60 fee for the food containers.

Taking her concerns to Twitter, she questioned the rationale behind such a fee and tagged Zomato for an explanation. The bill’s photo revealed a parity between the cost of the ordered dish and the packaging charge. On Twitter, Khushbu Thakkar wrote,

“Container charge is equivalent to the item that I have ordered ₹60 for the container charge Seriously?? @zomato @zomatocare @zomato #zomato #zomato”

Container charge is equivalent to the item that I have ordered
₹60 for the container charge
Seriously?? @zomato @zomatocare @zomato#zomato #zomato pic.twitter.com/2ceQFgiB5h

— Khushboo Thakkar (@khush_2599) August 2, 2023

In response, Zomato clarified that although taxes can range from 5% to 18% depending on the kind of food, packing fees are entirely up to the restaurant partners’ discretion. The platform emphasized that these partners are in charge of and gain from this procedure.

Zomato gives clarification about the exorbitant package pricing

In response, Zomato clarified why the container costs Rs 60. Zomato said that although taxes can range from 5% to 18% depending on the kind of food, packing fees are entirely up to the restaurant partners’ discretion. The platform emphasized that these partners are in charge of and gain from this procedure.

message using the link given below. (2/2)

— zomato care (@zomatocare) August 2, 2023

Customer reacts to Zomato’s assertions on high pricing

On this, the customer said that eateries should take the obligation of providing containers without charging customers extra. She also questioned the fairness of the Rs 60 container.

I find the ₹60 container charge excessive and unfair. Shouldn’t it be the restaurant’s responsibility to provide containers without extra cost to customers?

— Khushboo Thakkar (@khush_2599) August 2, 2023

Not only the customer but also many other netizens agreed that the Rs 60 fee looked excessive for disposable packaging. Other people drew attention to the fact that Zomato explicitly discloses packing fees prior to confirming purchases.

Clearly, the restaurant is recovering Zomato fees from the customer through packaging charges. @zomato This is against the spirit of rev share and safeguards need to be in place against unreasonable packaging charges.

— D (@devilzinthehous) August 7, 2023

Did you not review it before confirming order? If you had concerns you shouldn’t have confirmed the order. Simple.

— D C (@DC36831600) August 4, 2023

Why did u buy it when they show all these crap charges before delivery 😒 🙄

— Umaraj (@Umaraj1410) August 4, 2023

This occurrence sparked new debates over the accuracy of the shipping and packing fees included on invoices. Significantly, in June 2022, the government inquired about the veracity of these charges against Zomato and its rival Swiggy. The incident brought to light larger concerns about fairness and transparency in the meal delivery sector.