A Bengaluru resident recently accused Swiggy Instamart of using “dark pattern” tactics after 500g of tomatoes were automatically added to his cart without his consent. In his viral post, the user highlighted that he was unable to remove the free tomatoes, which he argued undermined customer control. “Basket sneaking,” a type of dark pattern, manipulates users into accepting items they may not want. Despite not paying for the tomatoes, the user criticized Swiggy’s failure to meet basic e-commerce expectations, sparking mixed reactions on social media.
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
Dark Patterns and User Control
The term “dark pattern” refers to deceptive design strategies used by websites or apps to influence user decisions. In this instance, the tomatoes were added automatically, and although they were free, the inability to remove them triggered widespread discussion online. The user clarified that the issue wasn’t the free item itself but the lack of choice.
Social Media Reactions
Social media reactions to the post were divided. While some agreed that customers should have full control over their orders, others questioned if the situation constituted a true dark pattern since the tomatoes were free. Some suggested donating the tomatoes, while others pointed out that similar e-commerce platforms allow for the removal of free items.
The controversy has fueled conversations about consumer rights, online shopping practices, and the evolving design of e-commerce platforms, with Swiggy yet to respond to the growing concerns.
Consumer Rights in E-commerce
The incident has highlighted the importance of consumer autonomy in online shopping, emphasizing that customers should always have the option to control what enters their carts—even freebies. The lack of this basic feature, some argue, reflects poor design and missteps in user experience, potentially harming consumer trust.
As discussions continue, many customers and tech enthusiasts are calling for Swiggy to address the concerns and implement clearer options to avoid such situations in the future.