A complaint against free food has gone viral on social media platform X (formerly Twitter) and has upset online users. A Swiggy Instamart user took to Ax to complain about adding free tomatoes to his cart. The user called it “basket sneaking” and a “dark pattern”, saying that customers should have the option to choose whether they want the free item or not. The customer said she should have “complete control” over her shopping cart, which did not happen in this case.
The customer wrote, “Very poor design in Swiggy Instamart, where an item is automatically added to my cart. I don’t want tomato but I can’t remove it from my cart. Even though I’m not paying for it, It’s basket stealing which is a dark pattern.”
Also read: Swiggy launches new ‘Bolt’ service to deliver instant food in just 10 minutes
He added, “The problem is not that I’m getting tomatoes. The problem is that the basic expectations of e-commerce are not being respected. My entire focus as a consumer is on what I want to get.” There has to be control over what’s happening.”
Very poor design in Swiggy Instamart, where an item is automatically added to my cart. I don’t want a tomato but I can’t get it out of my car. Even though I’m not paying for it, it’s basket stealing which is a dark pattern. pic.twitter.com/9mRpqqexWL
– Man from Bengaluru (@NCResq) 12 October 2024
There were various reactions to the post, see:
An ex-user said, “The final decision should be taken by the customer. Give free offers but it is up to the customer to decide whether it is yes or no.” Another wondered, “I’m trying to understand this better – if it’s free, is it still considered a dark pattern? I understand you are unable to remove it.”
Some users suggested that this might be a glitch. “Normally I’m able to remove free items. I don’t know if this is a bug or intended,” one wrote. “Please send it to Chennai. Tomato is already around Rs 100 a kg,” one user joked.
Also read: Ahead of festive season, Swiggy Instamart launches 24×7 free delivery in Delhi-NCR
One user suggested, “It means there is too much stock of tomatoes in the nearest store and you want to throw them away. Give it to your watchman or someone brother.” Talking about another online grocery app, a user said, “In Zepto, they add free stuff to the cart but they have a “remove” button if you don’t want it.”
What do you think about the freebies offered by delivery apps? Share your views in the comments section.
