iFood is condemned for causing an elderly woman to waste time trying to resolve a delivery error The São Paulo Court of Justice (TJ-SP) ordered iFood, in the second instance, to return R$80 and pay R$5,000 in compensation to a 63-year-old elderly woman from Itanhaém, on the coast of São Paulo. The decision occurred because the client wasted time trying to resolve, without success, a delivery failure that she did not commit. The case occurred in January 2025. After not receiving the products from the supermarket, the woman tried to resolve the error directly through the application's support, without success. ?Click here to follow the g1 Santos channel on WhatsApp. In a statement, iFood stated that it respects the decisions of the Judiciary and will adopt the necessary measures to comply with the court order. "The company remains committed to the continuous improvement of its processes and the best experience for its users." In court, she asked for the amount paid and R$15,000 for moral damages to be returned. In the first instance, he only got the right to a refund. The elderly woman's defense appealed the decision and guaranteed payment of R$5,000 for wear and tear. Did not receive orders After placing the order through the iFood app, the customer sent a message saying that she would collect the goods directly from the condominium entrance. The platform responded that the products had already left for delivery, and the application recorded the completion of the route around 7h45 later. However, through the condominium's security cameras, the elderly woman found that the delivery man arrived at the scene in a car, used his cell phone and left without leaving the bags (in the image below he appears leaning against the vehicle). Even with the complaint and the images, the platform insisted that the delivery had been carried out. iFood is condemned for making an elderly woman waste time trying to resolve a delivery error - the delivery person is leaning against the car Reproduction In the process, iFood claimed to be just an intermediary between commerce and the consumer. The company also maintained that the delivery man waited at the location for 15 minutes before leaving. Waste of time The appeal was analyzed by the 26th Private Law Chamber of the TJ-SP. The case's rapporteur, judge Morais Pucci, assessed that the time wasted by the elderly woman to gather evidence and try to solve the problem constitutes a "productive deviation". The other judges followed the rapporteur's vote. “When the consumer is compelled to waste [his time] on inefficient services and repeated protocols to solve a problem that did not cause it, failing to use it in work activities, leisure, family life or rest, compensable moral damage is constituted”, highlighted Pucci. VIDEOS: g1 in 1 minute Santos