Zomato Faces Legal Scrutiny Over Alleged Deceptive Delivery Practices

Zomato, the renowned app-based food delivery startup, finds itself embroiled in a legal battle following allegations of delivering food at an implausible speed. The controversy erupted when a user in Gurgaon ordered galauti kebab from a Lucknow-based shop, approximately 500 km away, and received the delivery in less than 30 minutes.

Zomato In Trouble Over Fast Delivery

Twenty-four-year-old Sourav Mall, the aggrieved user, has taken the matter to Delhi's Saket court, accusing Zomato of engaging in fraudulent practices. In his plea, Mall contends that the unprecedented speed of delivery raises suspicions of deceit aimed at Zomato's consumer base.

In a recent court order, Civil Judge Umesh Kumar directed the issuance of summons to the defendants, ordering them to respond within seven days. The case is scheduled for further proceedings on March 20, 2024. Despite attempts to seek a reaction from Zomato, the company remained tight-lipped on the matter.

Allegations Unravel Zomato's "Legends" Sub-Service

The controversy brings to light Zomato's "Legends" sub-service, which promises swift delivery of iconic dishes from renowned eateries located beyond the user's city of residence. Mall, utilizing this service on October 14, 2023, ordered an assortment of dishes, including galauti kebab from Lucknow, alongside items from various famous Delhi establishments.

Questioning the feasibility of such rapid deliveries, Mall's petition argues that the distance and diversity of locations render Zomato's claims dubious. Despite the considerable distances involved, Zomato allegedly assured delivery within 20 to 45 minutes, raising suspicions about the authenticity of its service claims.

Furthermore, Mall asserts that the food arrived within an astonishing 15 minutes, bearing Zomato's packaging instead of that of the partner restaurant. This, according to Mall's petition, underscores a pattern of deceptive practices aimed at misleading consumers.

"This conduct is fraudulent and in breach of service standards and form of propagation by Zomato as displayed to the plaintiff and the class being represented by way of this plaint. Therefore, this opaque and false modus operandi of business provides the plaintiff and the class represented an appropriate reason to approach the hon'ble court. Further, Zomato even while knowingly providing such quality and sub-standard service to the plaintiff and the consumers in the class represented, continues to advertise and suggest that it is getting fresh hot food from these legendary restaurants to the doorstep," the petition said.

In a bid to represent affected individuals, Mall has filed the lawsuit as a representative suit under Order 1 Rule 8 of the Code of Civil Procedure, 1908. Advocates Tishampati Sen, Anurag Anand, and Biyanka Bhatiya are representing Mall in this legal battle, seeking justice on behalf of Zomato customers in the Delhi-NCR region who may have been similarly affected.