Panchaayat
OpenComplaint

Zepto store refused to accept a defective oats exchange it had approved, leaving delivery partners to bear the cost

ZeptoPC-2026-03430E-commerceAnonymous ·
0 views0 subscribers0 comments0 shares
Serious Concerns About Zepto's Exchange Process – A Customer Experience That Raises Bigger Questions Today, I ordered Saffola Masala Oats through Zepto, but the product arrived with visible holes in its packaging. I raised a complaint, and my exchange request was approved. However, when the delivery partner arrived, he inspected the damaged product and told me that the store would not accept it. After contacting someone at the store, he appeared inclined to mark the exchange as completed and take the product back. I refused to let the transaction be incorrectly marked as completed and asked him to cancel it so I could escalate the issue to customer support. I contacted Zepto support, explained the situation, and was told that the delivery partner needed to cancel the transaction for a refund to be processed. The delivery partner then contacted his support team, who called me and arranged a conference call with the store. Eventually, the exchange was completed. But what the delivery partner told me was even more concerning. He mentioned that he and other delivery partners were under constant pressure from stores regarding such exchanges. He also described another incident from just one or two days earlier, in which a delivery partner collected a defective product from a customer, only for the store to refuse to accept it. According to him, that delivery partner had to pay for the product out of his own pocket. This raises some serious questions: - Why would a store refuse to accept a defective product when an exchange has already been approved? - Are delivery partners being pressured to mark exchanges as completed despite stores refusing returned products? - What happens to damaged and returned inventory after it is collected? - Are delivery partners being held financially responsible for legitimate customer returns? - What safeguards prevent the misuse or unauthorised diversion of returned inventory? I also have concerns about possible irregularities in how returned products are accounted for. I am not claiming that fraud is taking place, but the circumstances warrant an internal investigation. My request to Zepto's senior management, operations and compliance teams: Please investigate the concerned store, audit its exchange and inventory records, and speak directly with the delivery partners involved. Customers should not have to fight for an approved exchange, and delivery partners should not have to pay out of their own pockets because stores refuse to accept defective products. An exchange marked as successful in the system should reflect what actually happened on the ground. This is not just about one packet of oats. It is about transparency, accountability and customer trust. I hope Zepto takes this matter seriously. #Zepto #CustomerExperience #ConsumerRights #QuickCommerce #SupplyChainManagement #Accountability #DeliveryPartners ​ ​ ​ ​

Source links

History

  1. Case filed

    Filer · 4 Nov 2026, 8:26 am

Comments (0)

    Log in to comment or upvote.

    More complaints about Zepto

    ZeptoPC-2026-03429·

    Zepto refused refund for defective LED diya and rotten tomatoes, sending repeated bot replies despite video proof

    𝟭𝟬-𝗺𝗶𝗻𝘂𝘁𝗲 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝘆 𝗺𝗲𝗮𝗻𝘀 𝗻𝗼𝘁𝗵𝗶𝗻𝗴 𝗶𝗳 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘁𝗮𝗸𝗲𝘀 𝗭𝗘𝗥𝗢 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝘆. I am usually dependent on flipkart minutes and amazon now for my grocery needs. Since I needed some items urgently, I ordered from zepto and here is what happen

    OpenComplaint00
    0
    ZeptoPC-2026-03428·

    Zepto delivered order without ₹25 gift bag, then refunded to Zepto Wallet instead of original payment source

    Disappointing Customer Experience with Zepto! I recently placed an order on Zepto for two bottles of BLA BLI BLU perfume, along with a gift bag worth ₹25, for which I paid separately. The entire order was delivered except for the gift bag.

    OpenComplaint00
    0
    ZeptoPC-2026-03394·

    Zepto rejects refund requests for undelivered items, marking orders delivered without investigation or response

    Zepto Zepto Cares @ZeptoNow @ZeptoCares This is like a scam! You ask customers to contact you privately or email your support team, but once we do, there is no response or resolution. The only reply we keep receiving is that the items have

    OpenComplaint00
    0
    ZeptoPC-2026-03290·

    Zepto marked order as delivered without handing it over and refused a refund despite repeated complaints

    Zepto epto Zepto Cares I am extremely disappointed with your delivery service. My order (Order ID: SKTQJJIAN97997) has been marked as successfully delivered, but I have NOT received the order. Your delivery partner marked the order as deli

    OpenComplaint00
    0
    ZeptoPC-2026-03289·

    Zepto delivered a pastry that had apparently been eaten, then refunded it at once with an automated message and no photo proof

    Ordered this pastry from Zepto. Looks like someone ate it before it got delivered to me. What I liked about them is their automated message refunded my money immediately right after I wrote the complaint. It’s like they didn’t even ask for

    OpenComplaint00
    0

    All Zepto complaints, customer care & support →