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Zepto - Delivery Partners Refusing Doorstep Delivery, Misbehaviour, and Generic Customer Support

ZeptoPC-2026-02706E-commerceAyush Chandani ·
Dear Zepto convenience should not come at the cost of basic customer service. I’ve been a Zepto customer, but the repeated issues with your delivery partners lately have made what is supposed to be a convenient experience incredibly frustrating. The biggest concern? The complete lack of consistency with doorstep delivery and the way customers are treated when they try to address it. Despite clearly mentioning my doorstep delivery preference on my profile, delivery partners often refuse to bring the order to my door. When I call them to explain the same, many times they don’t even answer. On the occasions they do, I’ve experienced rudeness, disrespect, and even calls being cut midway while I’m still speaking. What’s even more frustrating is being told that the apartment security didn’t allow them inside, when I’ve personally cross-checked this with the security team. There is no such restriction in my apartment, and other delivery partners are allowed in withowithout any issue. I understand that when Zepto was operating with a 7-minute delivery promise, there may have been practical challenges in ensuring every order reached the customer’s doorstep. But that is not the expectation I’m referring to today. When that is no longer the defining promise, why should customers continue to face the same inconvenience? For someone trying to get ready and leave for work during the morning rush, having to go 13 floors down just to collect an order defeats the very purpose of using a quick-commerce platform. And when this inconvenience is accompanied by rude behaviour and unprofessional communication, it becomes all the more unacceptable. What makes this worse is that I have raised these concerns on the platform multiple times, only to receive generic, seemingly automated responses that do little to address the actual issue. A customer who has repeatedly reported the same problem deserves more than a standard bot-generated reply. This is not about expecting special treatment. It is about expecting a basic level of service, accountability, and respect. Zepto, I would genuinely like to know: What is the point of specifying delivery preferences on a customer profile if they are repeatedly ignored? Why are customers expected to tolerate rude and dismissive behaviour from delivery partners? And why do repeated complaints result in generic responses instead of meaningful action? Quick commerce is built on convenience. But convenience is not just about how quickly an order arrives. It is also about the quality of the experience, the reliability of the service, and the way customers are treated when something goes wrong. I hope this reaches someone at Zepto who can look into these recurring issues and take concrete action rather than respond with another template message.

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  1. Case filed

    Filer · 22 Oct 2026, 11:34 am

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