The District Consumer Disputes Redressal Commission in Bangalore (Urban) recently ruled against a hotel for failing to deliver the expected service, serving Chicken Biryani devoid of any chicken pieces to a customer.
Customer's Plight and Bangalore Consumer Court's Decision
Presided over by President M. Shobha P, the Bangalore consumer court partly upheld the complaint, instructing the hotel owner to refund Rs 150, the amount paid for the Chicken Biryani, and additionally pay Rs. 1,000 as compensation within 30 days of the order.
Chronicle of Events
The complainant detailed visiting the hotel with their spouse to procure a dinner parcel due to a lack of a gas cylinder at home. They asserted having paid Rs. 150 for Chicken Biryani, having received a receipt for the same.
Upon returning home, it was discovered that the ordered biryani only contained rice, devoid of any chicken portions.
Unfulfilled Remedial Actions
Upon immediately contacting the hotel, the complainant was assured by the Opposite Party (OP) that another box of Chicken Biryani would be dispatched within 30 minutes. However, this assurance was unfulfilled.
Lacking alternatives at such a late hour, the customer and their spouse consumed the available biryani rice, despite intimating the hotel. The failure of the hotel to fulfill its commitment led to both a service deficiency and mental distress for the complainant.
Legal Proceedings and Commission's Verdict
Subsequently, the complainant served a notice to the hotel on 28.04.2023, receiving no response. Consequently, they sought redressal from the commission, demanding Rs. 30,000 as costs and a refund of the purchase price.
After reviewing the evidence, the Bangalore Consumer Court concluded that receiving payment for rice instead of Chicken Biryani was unjust and unacceptable.
Had the hotel acted genuinely upon realizing the mistake, they could have rectified the error by delivering the Chicken Biryani. However, the opposite party failed to do so, underscoring their lack of commitment to customer satisfaction.
Bangalore Consumer Court Ruling
Partially in favor of the complainant, the Bangalore Consumer Court ordered the payment of Rs. 1,000 in compensation, alongside a refund for the biryani. It acknowledged the mental distress caused to the complainant and their spouse due to the inconvenience of preparing a meal without a gas cylinder at home, exacerbated by the hotel's failure to rectify the situation.
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