When an order is placed, food aggregator apps like Zomato frequently charge GST, restaurant fees, delivery partner costs, and platform fees. These extra expenses frequently lead to issues when purchasing a cheap product, which makes buyers angry. One such instance happened recently, when a customer complained that they were charged Rs 143 for a chilled drink that should have only cost Rs 57.
A Zomato customer complained about paying Rs 143 for a Rs 57 cold drink on the social media site X (previously Twitter).
The consumer provided two screenshots: one displaying the final order bill with the extra expense, and another demonstrating that the beverage’s genuine MRP was Rs 57. The price soared to Rs 143 after GST, restaurant costs, delivery fees, platform fees, and donations were added.
Zomato added GST, restaurant costs of Rs 43.65, delivery partner fees of Rs 31, platform fees of Rs 10, and a feeding India donation of Rs 2 to the beverage price of Rs 57.14, for a total of Rs 143.79. Additionally, the user noted in the post that the restaurant from which he placed his order is only 1.5 kilometres away from his house.
The post garnered notice and sparked a new discussion about hidden fees and the cost of meal delivery.
Zomato issued a clarifying statement in response to the post:
Zomato Cares explained that they charge GST in accordance with government regulations, and that their restaurant partners determine restaurant costs. In addition to platform fees for convenience and seamless app operations, delivery fees are assessed to provide equitable remuneration for our delivery partners.
Additionally, they stated that the donations are entirely voluntary and are only contributed upon tapping the “Add” button. According to Zomato,
Hi there, please note that GST is applicable as per government norms and restaurant confirmation; restaurant charges are decided solely by our restaurant partners; delivery fee helps ensure fair compensation for our delivery partners; platform fee enables us to provide you convenience and smooth app operations and donations are completely optional and are added only when the ‘Add’ button is tapped. Please feel free to DM us in case you have any additional queries!
Zomato has previously experienced criticism for its pricing transparency. Customers have previously voiced issues regarding “platform fees” and purported differences in prices between app and restaurant menus.
According to several users, meal delivery apps frequently use add-on fees to drastically increase rates. Few justified the pricing strategy by pointing to operational expenses such partner commissions and delivery difficulties.
Calls for more openness in pricing strategies are becoming stronger as meal delivery apps continue to dominate the market. Advocates for consumer rights call on these sites to eliminate hidden costs and offer more transparent breakdowns.
Have you ever thought that food delivery apps are overcharging you? Tell us in the comments section.
