On August 31, 2023, Sheetal ordered Momos through Zomato and paid ₹ 133.25 through Google Pay. About 15 minutes after placing the order, he received a notification that his order had been delivered. However, he did not receive the order and no delivery man visited his home. When she inquired about the restaurant, he was informed that the delivery man had taken the order from them.

Sheetal attempted to contact the delivery agent through the website but received no response.

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Sheetal filed a complaint through e-mail to Zomato but did not receive a response after 72 hours. After not receiving any response she sent legal notice to Zomato on September, 2023. Zomato’s legal team denied the allegation and said the woman was telling a lie.

However, in court, when the woman presented evidence, it was proven that Zomato had requested 72 hours to respond to her complaint. However, they did not respond afterward. Therefore, it was difficult to trust the company’s claims. Later this year, on May 18, Sheetal stated that Zomato refunded her ₹133.25 on May 2. The commission stated that this indicated Zomato’s mistake had caused significant difficulties and mental harassment to the woman. The commission said, “Zomato is doing business to deliver online orders given by customers.

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