Bengaluru User Criticizes Swiggy Instamart for Including Free Tomatoes in Order Without Consent, Calls It a ‘dark pattern’

A Bengaluru-based product designer, Chandra Ramanujan, has taken to social media to express his dissatisfaction with Swiggy Instamart after the platform automatically added 500 grams of free tomatoes to his order. Ramanujan labeled this practice as a “dark pattern,” a term used to describe design techniques that manipulate users into making decisions they might not want to make.

In a post on X (formerly Twitter), Ramanujan shared a screenshot showing the unsolicited addition of tomatoes to his shopping cart. He highlighted the issue by stating, “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.” Although he acknowledged that he wouldn’t incur any additional charges for the tomatoes, he maintained that the lack of an option to opt-out constituted a negative user experience.

Understanding ‘Dark Patterns’

Dark patterns refer to user interface designs that are intentionally misleading or confusing, making it difficult for users to navigate their choices. These can include practices like adding unwanted items to carts, making it hard to unsubscribe, or obscuring critical information. In Ramanujan’s case, he emphasized that while he wasn’t being charged, the principle of user autonomy was being undermined.

His post quickly gained traction, amassing over 68,000 views and prompting a lively discussion among users. Some questioned whether adding free items could truly be classified as a dark pattern. One user wrote, “If it’s free, is it still considered a dark pattern?” To which Ramanujan replied, “I don’t want something, but it’s coming anyway. Dark pattern by definition. Doesn’t matter if it’s free.”

Consumer Autonomy in E-commerce

Ramanujan’s concerns resonated with many social media users who echoed the sentiment that consumers should retain the right to decide what they want in their orders. One commentator noted the need for a balance in e-commerce practices, stating, “Customer must have the final say. Offer freebies, but the customer must decide yes or no.”

Some users pointed out that other platforms, such as Zepto, allow customers to easily remove unwanted freebies, highlighting a competitive edge in customer service. Others humorously suggested that Ramanujan could donate the excess tomatoes to those in need.

In response to the backlash, Ramanujan emphasized that the core issue lies in respecting basic expectations in e-commerce. He stated, “I should have full control as a consumer of what I choose to receive, which isn’t happening.” After generating considerable discussion, Ramanujan muted the post, indicating that he had made his point and the dialogue had sparked enough interest.

This incident sheds light on the growing scrutiny of user experience in the e-commerce sector, as consumers increasingly demand transparency and control over their purchases. As quick commerce platforms continue to evolve, the importance of respecting consumer choices will be paramount to maintaining trust and satisfaction among users.

Sources By Agencies

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