A recent incident involving a significant price discrepancy on Zomato has sparked widespread anger among netizens. The controversy began when Nalini Unagar took to X (formerly Twitter) to accuse the food delivery platform of “blatantly overcharging” her for an order.
Unagar claimed that while the actual cost of her meal was ₹320, Zomato charged her ₹655, even after applying discounts, which brought her payment down to ₹550. She expressed her outrage, stating, “Dear @zomato, the actual price of my order is ₹320, but on Zomato it’s ₹655. Even after discounts, I still pay ₹550. This price difference is absolutely insane. Customers are being blatantly overcharged.”
Zomato responded to her complaint, explaining that the prices listed on their platform are set solely by their restaurant partners. A Zomato Care official stated, “The prices on our platform are determined solely by our restaurant partners, as Zomato acts only as an intermediary. We will relay your feedback to the restaurant and request them to review it. Feel free to reach out for further assistance.”
The post ignited a storm of reactions on social media, with many users criticizing the platform for lack of transparency and alleging hidden charges. Some pointed out that Zomato might be deducting fees through the restaurant’s thumbnail display, leading to questions about the actual commission rates Zomato charges restaurants.
Users demanded transparency, asking, “If prices are set solely by restaurant partners, then what percentage of commission, ad fees, and payment charges does Zomato take per order?” Others alleged that restaurants are compelled to inflate prices to offset platform fees, with one user claiming, “This happens because Zomato takes a 35% cut, forcing restaurants to add that in their prices.”
Critics also suggested that Zomato may even encourage overcharging to increase profits. One user shared their experience, criticizing Zomato’s response: “What kind of reply is that? I recently ordered for ₹350, but the actual price was ₹140. Pathetic.”
Another comment highlighted the business model, noting, “In-store apple pie costs ₹110, but on Zomato, it’s ₹148 plus additional charges. Whatever you order from them is often 50% higher than the restaurant’s price.”
Delivery Partner Issues
Amid the uproar, a Zomato delivery partner voiced a different concern. The individual claimed they had not received an incentive of ₹500 for the period from December 23 to January 1, despite multiple support tickets. Zomato responded, assuring assistance: “We will look into this and get back with an update.”
As the debate continues, many users are calling for greater transparency in Zomato’s pricing and commission policies, demanding clarity on how much the platform earns from each order and how it impacts customer costs.
