Zepto’s Hidden Fees Shock Customers as Charges Creep Up

Zepto, one of India’s fastest-growing quick-commerce companies, has introduced additional charges on customer orders as part of its strategy to improve profitability. Known for delivering groceries and essentials within minutes, the company which promises fast grocery and essential item deliveries, now levies a Rs 2 platform fee, in addition to delivery, handling, and late-night charges.
Zepto is the first quick-commerce platform in India to introduce a platform fee. It has also removed free deliveries for some users and is now charging around Rs 5 to Rs 28 depending on the order size. A small cart fee is also added if the total value is less than Rs 100.

Besides, they also have handling charges, which range from about Rs 5 to Rs 20. If a customer orders after 11 pm, they may have to pay a Rs 15 as late night handling fee. In some cases, a surge fee is added during high demand hours, which is defined by the company and the customers don’t have any clue about.

While the company says these steps are necessary to become profitable, many customers are not happy. Some say the extra charges are not properly shown before checkout, calling them “hidden fees.”

Others are upset that the final cost changes depending on the time of day or the total value of the order.
The series of moves by Zepto to increase profitability is causing discontent among its loyal customers, who are feeling short-changed when they end up paying more than expected.

It remains to be seen how Zepto is going to strike a balance between its desire to increase profitability, while also retaining its customers. – TWL Bureau