Food delivery apps like Zomato and Swiggy often include additional delivery charges and taxes, making online orders more expensive than purchasing directly from a restaurant. This issue was recently brought to light by a customer, Rahul Kabra, who shared a detailed comparison of offline and online bills for the same food items. Kabra discovered a stark difference of ₹177 between the prices, sparking a conversation about the cost disparity.
Kabra’s Experience
Kabra ordered Veg Black Pepper Sauce, Vegetable Fried Rice, and Mushroom Momo through Zomato. Online, the prices for these items were ₹269, ₹245, and ₹175 respectively. However, when purchased directly from the restaurant, the prices were significantly lower—₹119, ₹199, and ₹170 respectively.
The offline bill totaled ₹512, while Zomato charged ₹690 for the same items, resulting in a clear difference of ₹178. Kabra’s LinkedIn post titled, “Proof that #Zomato wants to make more money per order than the food service provider!” quickly gained traction.
Kabra’s Concerns and Suggestions
In his post, Kabra questioned Zomato’s pricing practices and suggested that government intervention might be necessary to cap escalating costs. He expressed concerns that such high delivery charges could drive customers away from Zomato, as Indian consumers tend to prioritize cost-effectiveness.
“Assuming Zomato brings visibility and more orders to the food service provider, should it charge such a high price?I think there is a need to cap this cost escalation which should be implemented by the government so as to make this a win-win for all stakeholders.Over time, people will come to know of the high cost they are paying for Zomato delivery and eventually skip ordering from Zomato or move to some other substitute,”
Zomato’s Response
Reacting to the viral post, Zomato clarified that as an intermediary platform, it does not control the prices set by restaurant partners. The company stated, “Zomato being an intermediary platform between a customer and a restaurant, does not have any control over the prices implemented by the restaurant partners on our platform.” Additionally, Zomato confirmed that they have asked the restaurant in question to investigate the matter.
The incident has sparked a broader discussion about the pricing policies of food delivery platforms and their impact on consumer choices. While Zomato has responded to the concerns raised, the issue underscores the importance of transparency in pricing to maintain customer trust.