A Consumer Court in Bengaluru recently directed the food delivery platform Swiggy to compensate a customer after failing to deliver an ice cream ordered in 2023.
What Happened: The Bangalore Urban II Additional District Consumer Redressal Commission mandated Swiggy to pay ₹3,000 as compensation, in addition to ₹2,000 for litigation costs, and to refund the purchase amount of ₹187.
The issue arose when the complainant ordered a ‘Nutty Death By Chocolate’ ice cream from ‘Cream Stone Ice Cream’ in Bengaluru on January 26, 2023, through Swiggy. Despite being picked up by a Swiggy agent 35 minutes after placing the order, the ice cream never reached the complainant, although the app marked it as ‘delivered’.
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Swiggy ignored the complainant’s request for a refund, prompting him to seek legal action for ₹10,000 in compensation and ₹7,500 in litigation costs.
The IPO-bound platform argued that the issue lay between the third-party restaurant and the delivery agent, claiming no liability since the app marked the order as delivered.
Nevertheless, the consumer forum found that Swiggy had not responded to the customer’s legal notice and ruled that Swiggy’s lack of action constituted “deficiency of service” and an “unfair trade practice”. The court, however, found the demanded compensation and litigation costs excessive and adjusted the amounts accordingly.
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