Zomato Responds After Customer Complains About High Packaging Charges For The Food He Ordered

Over the past few years, food delivery services have witnessed an unprecedented boom. As urban lifestyles transformed with the advent of the digital age, pressure mounted for convenience. Consequently, food delivery options like Zomato, Swiggy, and many others have given a new turn to how people access food.

Now, people do not need to go to a restaurant every time. All they have to do is scroll through thousands of menus with the help of smartphones and order their favorite food. However, as food delivery platforms go mainstream, they are also becoming more expensive.

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Most consumers have lately found themselves paying more for their food. However, you were shocked to find out that it’s not due to increased menu costs at eateries but because of several extra fees levied by delivery apps. Recently, a customer has complained about high packaging charges for the food he ordered.

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A customer from Gurgaon complained about the high packaging charges of Zomato

Recently, a customer from Gurgaon ordered food worth Rs 431.25 from Punjabi Grill on Zomato. However, he was shocked to find out that the company levied Rs 54.86 as GST and packaging charges. After this, his total bill stands at Rs 575. He complained about this on X, formerly known as Twitter. In his post, he shared a screenshot of his bill and captioned it,

@PunjabGrill @zomato, 54₹ as packaging charges for this packaging? How do you justify this?

. @PunjabGrill @zomato, 54₹ as packaging charges for this packaging? How do you justify this? pic.twitter.com/pgdhATOTYn

— Swarnn (@swarnnb) May 27, 2025

Zomato clarifies the high packaging charges levied on its platform

Soon, the company replied to the above-mentioned complaint, saying that packaging charges are decided by the restaurant and not by the company itself. Zomato wrote,

Hi there, thanks for reaching out. Food and packaging costs are decided by our restaurant partners. We hope this clarifies. Please feel free to reach out if you have any further queries.

And you let them do whatever they want on your platform without any reasoning?

— Swarnn (@swarnnb) May 27, 2025

What does Zomato say about packaging charges?

According to the company’s official website, the restaurant partners submit all pricing displayed on the platform, including any handling or packing fees. The company displays these prices as they receive them. Although the platform makes an effort to update the information, the total amount that the restaurant charges you, including any handling or packaging costs, may vary when it arrives.

Except for the company’s own delivery fee, which is set by the platform, the restaurant’s price will be deemed final if there is any discrepancy between the price offered by the restaurant and the price listed on Zomato.

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Meanwhile, this is not the first time that these kinds of discrepancies have hit headlines. In a few years, Zomato has received thousands of complaints related to overpricing. Nevertheless, till now, Zomato or any other application has not solved this problem. Only time will tell how much damage such problems will cause to the image of brands.

What do you think about this overpricing problem? Do let us know about your thoughts in the comment section of this article.