Zomato, the popular food delivery platform, introduced a ‘Veg Mode’ last year for vegetarian users. However, the feature recently sparked controversy after the company imposed an additional fee for vegetarian food deliveries. Customers expressed their frustration on social media, criticizing the policy and accusing Zomato of unfairly targeting vegetarians.
Viral Post Criticizing Zomato’s Veg-Mode Fee
A LinkedIn post by a user named Ranjan gained traction online, slamming Zomato for what he called a “luxury tax” on vegetarians. Sharing a bill summary, Ranjan pointed out the “Veg mode enablement fee” of ₹2, which was charged alongside the platform fee of ₹10 and a delivery fee of ₹47.
He wrote:
“Being a vegetarian in India these days feels like a curse! Zomato’s latest masterstroke—introducing an ‘extra charge’ for the veg enablement fleet—has officially turned us into a premium subscription plan. So, fellow herbivores, brace yourselves! We’ve gone from ‘green and healthy’ to ‘green and pricey.’ Thanks, Zomato, for proving once again that being veg is now a luxury tax!”
Ranjan ended his post by thanking Zomato’s competitor, Swiggy, for treating all customers equally.
Deepinder Goyal’s Swift Response
The viral post caught the attention of Zomato’s CEO, Deepinder Goyal, who quickly apologized for the additional charge. Responding to the criticism, Goyal wrote:
“This is absolutely stupid on our part. I am super sorry for this. This charge will be removed today itself.”
He further assured customers, saying:
“Will also fix what’s needed to fix in the team so that such s**t doesn’t happen again. Thank you for pointing this out.”
True to his word, Zomato resolved the issue within a day and scrapped the Veg mode fee.
The Evolution of Zomato’s Veg Mode
Zomato’s Veg Mode was launched in response to customer demand for a dedicated feature catering to vegetarians. Initially, the platform introduced a separate delivery fleet for vegetarian orders, with riders wearing green uniforms instead of the usual red. However, the move sparked concerns about potential discrimination, prompting Zomato to implement a common uniform for all delivery personnel. Additionally, the name “Pure Veg” was criticized for being exclusionary, leading to its rebranding as ‘Veg Mode.’
In certain cities, the Veg Mode only allows users to browse vegetarian dishes through a toggle on the app, without the option for a dedicated veg-only fleet. It remains unclear why the platform had introduced the additional fee in the first place.
Quick Resolution to Avoid Prolonged Backlash
By swiftly addressing the issue and reversing the fee, Goyal effectively diffused the controversy. This proactive approach reflects Zomato’s commitment to customer feedback.
Do you have access to Zomato’s “Veg Mode” in your city? Share your experience in the comments!