A Bengaluru woman’s online food order turned into a shocking ordeal after she found prawn pieces inside a vegan sandwich she had ordered from Paris Panini through Swiggy.
The Bengaluru Urban District Consumer Disputes Redressal Commission has now held both Swiggy and the restaurant jointly liable for negligence, directing them to pay ₹1 lakh in compensation. This includes ₹50,000 for mental agony, ₹5,000 towards litigation costs, and a refund of the sandwich price with 12% annual interest.
Despite both parties defending themselves, Swiggy citing its role as an intermediary and the restaurant disputing responsibility, the commission ruled that platforms and eateries share equal accountability when service lapses directly affect consumer rights.
A Vegetarian Nightmare
On10 July 2024, Nisha G, a37-year-old lifelong vegetarian who had adopted a vegan lifestyle, ordered a vegan sandwich from Paris Panini through Swiggy. When she took a bite, she noticed an unusual taste and found prawn pieces inside.
The incident left her deeply distressed, prompting her to perform cleansing rituals at home as she is a pious Brahmin who strictly follows ahimsa. She visited the restaurant the next day, where the manager admitted the mix-up, blaming it on a rush of customers.
Paris Panini offered a replacement sandwich, but Nisha declined, saying she felt “humiliated and spiritually violated.” After sending legal notices to both Swiggy and Paris Panini on20 July2024, which went unanswered, she filed a consumer complaint on22 August2024, seeking ₹2 lakh in compensation.
Defence and Commission’s Ruling
Swiggy argued that it was only a technology intermediary connecting customers with restaurants, and that the contract of sale existed solely between the buyer and the restaurant. Paris Panini admitted the error but claimed it was unintentional and occurred during peak hours.
The restaurant also remarked that “a normal vegan would not have chosen our restaurant, as we serve both vegetarian and non-vegetarian food.” The commission rejected these arguments, stating that delivering non-vegetarian food to a vegan or a person with dietary restrictions “cannot be taken lightly.”
The order highlighted the emotional, religious, and psychological consequences of such negligence. Swiggy was held liable for failing to act responsibly as an intermediary, noting that the transaction and payment occurred through its app.
How to Stay Safe While Ordering Food Online
Ordering food online is convenient, but mistakes can happen, especially when dietary restrictions are involved. Here are essential safety steps to protect yourself and ensure accountability if something goes wrong:
- Seek refunds, compensation, or corrective action, consumers have the right to safe, accurately labeled food, especially for medical or ethical dietary needs.
- Double-check restaurant labels and menus before ordering, especially when choosing vegan, allergen-free, or dietary-specific items.
- Read recent reviews to spot recurring complaints about incorrect orders or contamination.
- Always inspect the food immediately upon delivery and avoid consumption if anything looks or smells unusual.
- Record evidence right away, photos, videos, packaging, bills, and order details are crucial in disputes.
- Report the issue instantly on the app so the platform logs the complaint.
- Contact the restaurant directly to understand what went wrong and request written clarification if possible.
- If serious negligence occurs, file a complaint with the district consumer commission through the E-Daakhil portal.
The Logical Indian’s Perspective
This landmark case highlights the need for greater accountability and transparency in the food delivery industry. The Logical Indian stands with consumers demanding reliable and honest food services.
