Swiggy & Behrouz Biryani Asked To Pay ₹50,000 To Ludhiana Woman For Delivering Chicken Biryani Instead Of A Veg One

The Ludhiana district consumer disputes redressal forum has slapped a fine of ₹50,000 on Swiggy and Behrouz Biryani for delivering a non-vegetarian biryani to a woman who ordered a vegetarian one! The woman had filed a complaint against the delivery app and restaurant chain for causing her distress. In their ruling, the consumer forum has ordered them to pay the fine within 30 days from the date the order was pronounced i.e. July 23.

Consumer Forum Fines Swiggy & Behrouz Biryani For Order Mixup

On January 14, 2022, Ludhiana-based Vasu Gupta ordered a Spicy Subz-E-Biryani (vegetarian biryani) from Behrouz Biryani through Swiggy. However, due to some mix-up, she found that she was delivered Lazeez Bhuna Murgh (chicken biryani) instead by the restaurant and the delivery app. Vasu, a strict vegetarian diet follower, was left nauseous for several days due to her inability to tolerate the smell of chicken due to this order mix-up. So, she decided to write an email to Behrouz Biryani.

As per a Hindustan Times report, the restaurant chain apologised for the mistake and offered a refund in the form of coupons. Vasu declined this offer as, according to her, “the error violated her religious beliefs.” Swiggy also refunded ₹164, the price of the meal to compensate for the error. However, the Ludhiana district consumer forum has ruled that the refund and apology are not enough to make up for the “mental agony and harassment” that the woman faced.

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Directs Them To Pay ₹50,000 Fine Within 30 Days

As per the Hindustan Times report, the Ludhiana district consumer disputes redressal forum has redirected Behrouz Biryani and Swiggy to pay ₹50,000 to the complainant. In their order, the court highlighted that the restaurant chain and the food delivery app are responsible under the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020.

As per these rules, e-commerce platforms “must have a consumer grievance redressal mechanism to resolve complaints within a month.” So, the court has directed Swiggy and Behrouz Biryani to pay ₹50,000 to the complaint within 30 days from the date the order was pronounced. The order was issued on July 23, 2024. If not adhered to, the two companies will have to pay interest at 8% per annum from the date of the complaint until the payment is made.

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Cover Image Courtesy: Canva (representative image)