Zomato Faces Backlash as Platform Fee Hike Sparks Outrage

Food delivery giant Zomato is facing intense criticism after raising its platform fee by 20%, from Rs 10 to Rs 12 per order. The increase, implemented just before the festive season’s expected surge in demand, has drawn sharp reactions from customers across social media platforms. Many users expressed frustration over the rising costs, with some accusing Zomato of lacking transparency in its pricing policies.

The fee hike has fueled widespread discontent, with netizens highlighting the cumulative impact of repeated increases. One user on X noted, “Either @zomato thinks that the consumer is stupid, or they just don’t care anymore. In the past year, I’ve seen the #PlatformFee increase up to Rs 10 and now it’s gone up by Rs 2 again, bringing it to a total of Rs 12.” The same user pointed out a price disparity, stating that identical orders on Zomato and competitor Swiggy differed by nearly Rs 25.

Another social media post took a sarcastic jab at the escalating fees, stating, “Zomato hikes platform fee again. At this pace, one day the platform fee will cost more than the food itself.” Others voiced similar concerns, with one user detailing the rapid rise in fees over 20 months: “Dear @zomato, what’s this magic trick? First Rs 4, then Rs 7, then Rs 10, and now Rs 12. Your platform fee went up by 200%.”

The timing of the hike, coinciding with heightened festive demand, has amplified customer dissatisfaction. Many questioned the fairness of the increase, particularly for loyal customers, including those subscribed to Zomato Gold. The platform fee, which applies universally across all orders, has left users feeling burdened by additional costs. As the backlash continues to grow, Zomato’s decision to raise fees has sparked a broader debate about pricing transparency and fairness in the food delivery industry.