Zomato Responds After Customer Complains Of Being Charged ₹78 For An Item With An MRP Of ₹45

The advent of food delivery apps has revolutionized the consumption, social interactions, and engagement patterns between consumers and restaurants in the contemporary era. The process of restaurant deliveries, which initially relied on telephone calls, has now transformed into a billion-dollar industry driven by technology and the use of smartphones. In developing nations such as India, food delivery apps have assumed considerable significance in the lifestyle of city-dwellers, particularly after the exponential rise in digital payments and internet penetration.

Nevertheless, the explosive rise of food delivery apps has also posed various concerns related to pricing transparency, delivery fees, and consumer protection. A recent controversy on social media platforms concerning the popular food delivery app Zomato is one such instance. The user had alleged that a packaged food product marked at Rs 45 MRP was being sold at Rs 78 via the app. Now, Zomato has reacted to the allegations.

Customer flags pricing difference on a packed item on Zomato

This complaint has been reported through X, where a user known as Neil had posted images of their purchase order along with the packing of the product. The images uploaded by the user showed the food item described as ‘Gujarati Specials Thepla Methi [4 Pieces]’ on the app at a price of Rs 78. In another image uploaded, the packaging of the product is shown to have a label stating the net quantity as four pieces and the MRP as Rs 45.

The user referred to the pricing as “misleading and unfair” and sought a refund from the company. In his post, Neil wrote,

@zomato scam! The product delivered has an MRP of ₹45 printed on the package, but I was charged ₹78 on the app for the same packaged item. This feels misleading and unfair pricing. Please clarify and issue an appropriate refund/compensation.” order8102748493 #fraud #scam

Have a look at the original post:

@zomato scam! The product delivered has an MRP of ₹45 printed on the package, but I was charged ₹78 on the app for the same packaged item. This feels misleading and unfair pricing. Please clarify and issue an appropriate refund/compensation.” order8102748493 #fraud #scam pic.twitter.com/8H8mgXKLK7

— Neil (@Neil18z) May 14, 2026

How did Zomato react to the allegation?

Responding to the complaint on X, Zomato Care acknowledged the issue and said the matter was being reviewed. In its reply to the customer, the company wrote,

Hi Neil, we’re reviewing this and will share an update.

Hi Neil, we’re reviewing this and will share an update.

— Zomato Care (@zomatocare) May 14, 2026

Meanwhile, the platform has not yet officially communicated whether the increase in price is related to restaurant pricing policies, packaging costs, or an error in listing. As of now, it has not provided any further updates. However, such incidents raised concerns about how such prices would be determined in the case of packaged foods sold through food delivery applications. According to the Consumer Protection Act in India, all packaged commodities are supposed to have an MRP (Maximum Retail Price), which is basically the maximum price that could be charged by the business entity from its customers after adding tax to the same.

However, there has always been ambiguity associated with the prices in the case of food delivery platforms, where restaurants and sellers claim that pricing could vary on the app because of certain other factors like operating costs, packaging costs, delivery costs, etc. In order to overcome such disputes, food delivery platforms will have to adopt a different approach toward pricing.

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