Customer Slams Swiggy Instamart For Giving Free Tomatoes With His Order, Calls It ‘Dark Pattern’

The user said that he found it a violation of his rights as a customer that the company is taking away his choice to remove products, even if they are free, from his final shopping list

Dark patterns make it difficult for individuals to opt out, cancel subscriptions, or protect their privacy.

Source : X/@NCResq

A product designer from Bengaluru criticised Swiggy Instamart for their business practices recently, calling it a ‘dark pattern’ from the quick commerce entity. The matter came to light when the customer took to social media to complain about receiving free tomatoes.

Sharing his experience, the individual going by the name ‘Bengaluru man’ on X, formerly known as Twitter, said that the quick commerce entity was not providing him the option to remove the tomatoes, which were being sent to him free of charge by the company. He found it violating his rights as a customer that the company is taking away his choice to remove products, even if they are free, from his final shopping list.

“Very bad design in Swiggy Instamart, where an item is automatically added to my cart. I don’t want tomatoes but I cannot remove it from my cart. Even if I am not paying for it, this is basket sneaking which is a dark pattern,” the post read.

Very bad design in Swiggy Instamart, where an item is automatically added to my cart. I don’t want tomatoes but I cannot remove it from my cart. Even if I am not paying for it, this is basket sneaking which is a dark pattern. pic.twitter.com/9mRpqqexWL

— Bengaluru man (@NCResq) October 12, 2024

Notably, a dark pattern refers to a design trick deployed by websites or apps to force users to do things they might not want to such as buy something extra, sign up for a service or give away personal information. Dark patterns make it difficult for individuals to opt out, cancel subscriptions, or protect their privacy.

When asked by an individual how this incident came under ‘dark patterns’, the user replied, “I don’t want something but it’s coming anyway. Dark pattern by definition. Doesn’t matter if it’s free.” 

However, soon the user muted his original post stating, "Muting this because the idiots of twitter have found this tweet. the problem isn’t that I’m getting tomatoes. The problem is that basic expectations of e-commerce aren’t being respected. I should have full control as a consumer of what I choose to receive, which isn’t happening."