Bengaluru Woman Accuses Zepto of ‘Shady Practices’ Over Wrongful Charges
Zepto’s Alleged ‘Dark Pattern’ Leaves Customers Paying for Undelivered Items
A Bengaluru woman has sparked a debate on social media after accusing online grocery delivery platform Zepto of charging customers for undelivered items. In a viral post, Yashmi Adani shared multiple screenshots highlighting how Zepto allegedly imposed wrongful charges despite failing to deliver her order.
What Happened? Woman Accuses Zepto
Yashmi Adani had ordered a coffee from Zepto Café, along with her groceries. However, when the delivery arrived, she realized the coffee was missing. Upon raising the issue with Zepto’s customer support, she was issued a refund for the missing item.
But there was a catch. While she received a refund for the coffee, Zepto did not automatically refund the ₹18.90 restaurant charge plus GST, which was applied to her bill. This charge would have gone unnoticed had she not specifically asked about it.
Customer Support Response: The ‘Handling Charge’ Explanation
When Adani contacted Zepto’s customer support for clarification, she asked a simple question:
“What restaurant charges am I paying if I didn’t even receive the coffee?”
The executive’s response was that the charge covered handling and dispatch costs. Zepto claimed that this fee ensures that the products are “handled, packed, and dispatched safely.”
They also pointed out that customers can find an explanation for such charges by clicking on an information (‘i’) icon next to the fee on the app.
Dark Patterns in Online Shopping?
Yashmi Adani called this a ‘dark pattern’, a term used to describe deceptive design practices that trick users into making unintended choices. In this case, Zepto allegedly made extra charges difficult to notice and harder to claim refunds for, unless the customer actively questioned them.
Many users on social media resonated with her complaint, sharing their own experiences of hidden fees on delivery apps. Some argued that these additional charges should be automatically refunded if an item isn’t delivered.
Should Customers Be More Vigilant?
This incident highlights the importance of carefully checking bills, receipts, and transaction details on online delivery apps. With digital transactions becoming the norm, small hidden fees can add up over time, affecting thousands of customers.
What Can Customers Do?
- Double-check your bill – Ensure that you are not being charged extra for undelivered or canceled items.
- Question unexplained charges – If you notice a fee that doesn’t make sense, contact customer support immediately.
- Raise awareness – If you experience similar issues, sharing your experience on social media may push companies to be more transparent.
- Report unfair practices – Consumers can also lodge complaints with platforms like National Consumer Helpline (NCH) or consumer forums if they feel they’ve been wrongfully charged.
Final Thoughts
With the growing reliance on quick-commerce apps like Zepto, transparency in billing practices is essential. While handling fees may be a standard part of operations, companies must ensure that customers are not unknowingly overcharged.
As for Zepto, this viral post may push them to rethink their policies on refunding fees automatically. Until then, it’s up to customers to stay vigilant and question every extra charge on their bills.
What do you think?
Have you faced similar issues with online delivery platforms? Share your experience in the comments!