Food delivery apps like Zomato have become a daily part of life for many Indians. Whether it is a birthday cake, snacks for guests, or dinner on a lazy evening, millions of people rely on online platforms for quick and convenient food delivery. However, sometimes customers notice pricing differences that cause confusion and frustration. A recent incident from Kolkata brought this issue into the spotlight once again, after a woman claimed that Zomato charged her more than the printed price of a cake.
The woman shared her experience publicly on X (formerly Twitter), along with proof, and soon the post went viral. Zomato responded to her complaint and clarified their stance on pricing. The situation has now sparked an important conversation about how prices are listed, who controls them, and what customers should be aware of while ordering online.
Customer Says She Was Charged More Than Printed Price
The complaint was posted by Anjali Dutta, who ordered a cake from Hindustan Sweets, Kolkata through Zomato. According to her, the cake she ordered had a printed price of Rs 400, but the bill she received on Zomato showed Rs 520 for the same product.
To support what she said, she posted:
- A photo of the cake, clearly showing the printed price of Rs 400
- A screenshot of the Zomato bill, showing Rs 520
Her post read:
“The item price written on the product is 400, but Zomato billed 520 for the same! Robbing in broad daylight!!”
She tagged:
- Zomato
- Zomato Care
- Deepinder Goyal (CEO of Zomato)
- Hindustan Sweets
The post quickly gained attention and many people began discussing similar experiences.
Zomato Responds to the Complaint
Zomato did not ignore the concern. The company responded under the post and clarified their role in the pricing process.
Zomato said:
“Zomato as a platform only provides you with a menu with the prices informed by restaurant partners & enables you to place a price-informed order.”
This means that Zomato does not decide the product prices. The prices are uploaded by the restaurants themselves. Zomato is simply the platform connecting customers and restaurants.
Zomato further assured the customer:
“We’ll get this checked with the restaurant partner, and get back to you with an update.”
This shows that Zomato is willing to speak to the restaurant and clarify the situation.
The Restaurant May Have Increased the Price Online
It is not uncommon for restaurants to set higher prices on delivery apps compared to in-store printed prices. There are several reasons why this happens:
Packaging and Handling Costs
Restaurants sometimes add extra charges for packaging items for delivery. This cost may already be included in the online listing.
Platform Commission
Restaurants pay a percentage of every order to Zomato or Swiggy as marketplace fees. To compensate, they increase online menu prices.
Service and Convenience
Online delivery involves:
- Delivery partner cost
- App service fee
- Platform maintenance
These also add to the final bill.
So while the printed price on the product may be lower, the price displayed on Zomato may include additional operational expenses.
Why Customers Get Confused
Many customers assume that the price printed on the product is the final price everywhere. However, online platforms operate differently. The final price on apps can include:
- Restaurant markup on online orders
- Delivery fee
- Packaging charges
- Taxes and service charges
- Platform convenience fee
This sometimes makes the online bill look significantly higher.
This is why checking the price breakdown before placing the order is important.
This is Not the First Time Such a Complaint Has Gone Viral
Over the years, many customers across India have shared similar experiences. People have complained about:
- Price differences
- Wrong orders
- Delivery delays
- Poor food quality
- Packaging issues
Platforms like Zomato and Swiggy are extremely large, handling thousands of orders every minute. While most orders are accurate, issues do arise occasionally, and when they do, social media often amplifies them.
Should Food Delivery Apps Regulate Restaurant Pricing?
This incident has raised a bigger question:
Should delivery apps enforce price transparency?
Many people believe apps should:
- Highlight MRP vs. Online price clearly
- Alert customers when an item costs more online
- Ensure restaurants follow fair pricing practices
Others argue that restaurants should have the freedom to set prices as per online demand and business conditions. However, what customers really want is clear communication, so they do not feel cheated.
Tips for Customers to Avoid Overpaying
To avoid confusion while ordering:
| Tip | Why It Helps |
|---|---|
| Compare printed price vs. app price | Helps check difference |
| Check the price breakdown before payment | Shows packaging, tax, delivery charges |
| Avoid ordering single low-cost items online | Delivery + packing fees may exceed item cost |
| Look for restaurants marked “Best Value” or “Fair Price” | These follow more transparent pricing |
Being aware helps customers make smarter and cost-effective choices.
Final Thoughts
The incident where a customer found that she was charged more than the printed price highlights a genuine concern many online buyers face. Zomato responded quickly and professionally, explaining that restaurants provide the prices, not Zomato itself. Still, this situation shows the need for more transparency in online food pricing.
As Indians increasingly depend on delivery apps for convenience, clarity and honesty in pricing are essential. Customers don’t just want fast delivery; they want fair billing.
This incident is a reminder to always check the price breakdown before hitting the “Order Now” button and to speak up when something feels unfair. Only then can platforms and restaurants work together to improve the experience for everyone.