In a recent case that highlights consumer rights and corporate accountability, Sheetal, a dissatisfied customer, filed a complaint with Zomato via email. Despite the urgency of her issue, she received no response after 72 hours, prompting her to take further action. Frustrated by the lack of communication, Sheetal escalated the matter by sending a legal notice to Zomato in September 2023.

Zomato’s legal team responded by denying the allegations, claiming that Sheetal was not being truthful. However, the situation took a turn in court, where evidence presented by Sheetal revealed that Zomato had indeed acknowledged her complaint and requested a 72-hour timeframe for a response. 

The court found it difficult to trust Zomato's claims, especially given the lack of follow-up communication.

On May 2, 2024, Sheetal reported that Zomato refunded her ₹133.25. This refund, while a step towards resolution, was seen by the commission as an indication that Zomato had caused her significant distress and mental harassment through its negligence. 

The commission emphasized that as a service provider, Zomato has a responsibility to ensure timely responses to customer complaints, particularly when operating in a competitive online delivery market.

The case sheds light on the critical importance of effective customer service and the need for companies to uphold their commitments. As online food delivery services continue to grow, consumers are increasingly expecting prompt and efficient resolution to their concerns. This incident not only reflects on Zomato's customer service practices but also serves as a reminder to all companies in the industry about the potential consequences of failing to address consumer complaints adequately.