Worst experience with Zepto. Review on Zepto

Expressing my dissatisfaction with the handling of my recent order, Order ID #82B5AMBND25913, which included a packet of rice and cheese. The rice products arrived in unacceptable condition, prompting me to request a return. However, when the replacement arrived, it was in equally poor condition. As a result, I returned both defective packets to the delivery rider and requested a refund.

After some time, I realized I had not received any confirmation regarding the refund initiation, so I reached out to customer support. I was informed by a representative that the refund process would begin within 24 hours and that the amount would be credited within seven days. I waited until November 8, but no refund was issued.

When I followed up with customer care, I mentioned that I had photographed the rider holding both returned products. I was provided with an email to send the photos. However, after sharing this evidence, I received a response stating that only one product was returned, directly contradicting the photographic proof I had provided. The representative suggested that the rider only checked both products but I gave him only one packet that he returned to the hub, she even implying that the rider "would not lie"—which indirectly questioned my own honesty. This was especially frustrating as it contradicted what the representative on October 28 assured me, stating that a refund would be processed in 24 hours.

This inconsistency raises serious concerns. If my refund was confirmed on October 28, why has it not been initiated? Furthermore, the implication that I am dishonest is disappointing and unprofessional, particularly as I have clear evidence of both products with the rider.

I am disheartened by how this situation has been handled and am beginning to question Zepto's commitment to customer trust and service. While the amount involved is Rs. 377, the principle and the integrity of Zepto’s service are of far greater importance. I respectfully request that Zepto investigate this matter promptly, resolve the refund issue, and address the communication breakdown that led to this experience.