Who would have thought that a Rs. 100 ice cream order could end up costing Swiggy a hefty Rs. 5000? In a surprising event, a Bengaluru consumer court has ruled against the food delivery giant, ordering it to compensate a customer for failing to deliver an ice cream she ordered. The customer had simply wanted a ‘nutty death by chocolate ice cream’ worth Rs. 187, as reported by Bar and Bench.
The court’s decision included Rs. 3,000 to be paid to the customer as compensation and Rs. 2,000 to cover her legal expenses. The court also criticised Swiggy for its ‘deficiency of service’ and ‘unfair trade practice’.
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The customer’s complaint arose when Swiggy failed to deliver the ice cream she had ordered back in January 2023. Despite the delivery agent picking up the order from the ice cream shop, it never made its way to her, even though the app falsely showed it as ‘delivered’. Frustrated by the lack of refund from Swiggy’s customer care, she decided to take the matter to the Consumer Commission.
Swiggy, however, tried to defend itself by stating that it was merely an intermediary between the customer and the restaurants. They argued that they could not be held responsible for the alleged mistake made by their delivery agent. Additionally, they claimed protection under the Information Technology Act, stating they were unable to verify if the order was delivered once marked as ‘delivered’ on the app, as reported by Bar and Bench.
Despite Swiggy’s arguments, the court rejected their claims, asserting that Swiggy’s failure to refund the payment despite non-delivery amounted to ‘deficiency of service’ and ‘unfair trade practice’.
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The complainant had initially demanded Rs. 10,000 as compensation and Rs. 7,500 for legal expenses. However, the court deemed this amount excessive and ordered Swiggy to pay Rs. 5,000 instead.
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