Bengaluru woman criticizes Zepto for dishonest billing practices

A Bengaluru woman has accused online grocery platform Zepto of dubious billing tactics. In a viral social media post, she shared screenshots highlighting how the app allegedly levies incorrect charges on undelivered items.

Yashmi Adani, a user on X (formerly Twitter), claimed that Zepto charged her a restaurant fee and GST despite failing to deliver her coffee order. She stated, “Zepto’s dark pattern—I wouldn’t have noticed on a regular day. They refunded the coffee but kept the ₹18.9 restaurant charge unless specifically questioned.”

When she confronted Zepto’s customer support, they justified the fee as a “handling charge” for packing and dispatching orders. The executive pointed out an information icon on the app explaining the charge. However, Yashmi pressed further, arguing that it made no sense to pay a handling fee for an item never received. After continued discussion, Zepto eventually refunded the amount.

Her complaint has sparked online discussions, with users questioning hidden charges on delivery apps and demanding better transparency in billing.

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