180 gm shortfall in oranges costs delivery firm Rs 2K

The delivery of a product in a quantity lesser than what was ordered amounts to deficiency in service, the District Consumer Disputes Redressal Commission Chandigarh observed. The panel directed Swiggy Limited and Instamart to pay Rs 2,000 as compensation for a 180 gm shortfall in delivery of oranges.

The complainant, Raja Vikrant Sharma, an advocate from Sector 11, Panchkula said he had placed an order on December 30, 2024, through the food delivery company’s quick-commerce service Instamart. The order comprised Nestle Classic Milk Chocolate and 1 kg Nagpur Oranges and paid a handling fee of 28.61 claimed to ensure timely and damage-free delivery.

However, upon delivery, he found the orange packaging torn, the net weight to be only 824 gm instead of the promised 1 kg. No physical bill was provided.

He immediately raised the issue with Swiggy but got no response. He said the order was a gift for his aunt. The deficiency in services, he added, resulted in agony, missed travel schedule, added expenditure and inconvenience.

On the other hand, Swiggy opposed the complaint and stated that it operates as an electronic platform facilitating transactions between customers and independent third-party merchants/restaurants who list and sell prepared food, beverages and grocery items and has role in such issues.

After hearing of the arguments, the commission said the photograph depicted the torn packaging of the oranges and clearly indicated a net weight of 824 gm.

The commission said the failure to act on the complainant’s grievance resulted in mental agony and inconvenience, particularly as the items were intended to be a gift. “The delivery of a product in a quantity lesser than what was ordered amounts to deficiency in service, for which the company is liable. In view of this the OPs are directed to pay lump sum amount of Rs 2,000 to the complainant as compensation for causing mental agony and harassment and litigation cost,” it added.