Domino's Pizza Faces Consumer Commission Order for Refund and Compensation in Ahmedabad
In a significant ruling, a consumer commission in Ahmedabad has directed the popular pizza restaurant chain Domino's Pizza to refund an additional Rs 49 charged to customers and provide compensation totaling Rs 3,000. The compensation is awarded for causing mental agony and forcing the customers into litigation due to unresolved billing disputes.
Details of the Consumer Complaint
The case involves residents of Vaishnodevi Circle, Saroj Kumar Naik and Sasmita Naik, who placed an order with Domino's Khoraj outlet on December 25, 2024. Initially, the online bill generated for their pizza order amounted to Rs 313. However, upon delivery, the delivery man presented a separate bill from the vendor, demanding Rs 361.57. This represented an unexplained increase of Rs 49 from the original online amount.
When the Naiks questioned the discrepancy, the delivery man attributed the extra charges to taxes and other fees. Despite paying the additional Rs 49 to complete the delivery, the customers promptly raised the issue by sending emails to both the vendor and the company, Jubilant Food Works Ltd, which operates Domino's Pizza in India. Their attempts to resolve the matter through customer care services proved futile, leading to prolonged dissatisfaction and no resolution.
Legal Proceedings and Commission's Ruling
Frustrated by the lack of response, the Naiks filed a formal complaint with the District Consumer Dispute Redressal Commission in Ahmedabad (rural). The commission issued notices to Domino's Pizza and Jubilant Food Works Ltd, but no representatives attended the proceedings on behalf of the restaurant chain. This absence did not deter the commission from thoroughly examining the case.
In its ruling, the commission stated, "It is established that an amount of Rs 49 was charged more than the bill that generated online. Thus, the opponents showed serious deficiency in service and adopted unfair trade practice. After an online bill is generated, presenting a separate bill and charging more amount without any justification is akin to an attack on consumer rights."
Compensation and Refund Orders
The commission has mandated specific actions from Domino's Pizza to rectify the situation:
- Refund the extra Rs 49 charged to the customers, along with 9% interest from the date of the transaction.
- Pay compensation of Rs 2,000 for the mental agony caused to the Naiks due to the billing discrepancy and subsequent unresolved disputes.
- Cover litigation costs with an additional Rs 1,000, bringing the total compensation to Rs 3,000.
This ruling underscores the importance of transparent billing practices and highlights the legal recourse available to consumers when faced with unfair trade practices. It serves as a reminder to businesses to adhere strictly to advertised prices and communicate any additional charges clearly to avoid such legal confrontations.
