Zepto: Groceries in minutes

I ordered two electronic products from Zepto and unfortunately both turned out to be defective and followed by an unnecessarily frustrating experience with customer support and the return process. The first Bluetooth earphone I ordered arrived completely non functional. I contacted customer support but instead of getting a proper resolution, I had to repeatedly reach out and the support chat was ended without actually resolving my issue. A return was eventually initiated yet even then the delivery partner refused to take the product, forcing me to contact support again after the return was finally completed, I received Zepto Cash. I did not want to go through another electronic purchase after this experience but I genuinely needed a working earphone, so I had no practical choice but to use it. The second electronic product was a Bluetooth earbuds and it was also defective. I checked it immediately in front of the delivery partner: one side was not working, the case was loose and the packaging was dirty. The delivery partner told me to return it and now I am once again dealing with the return process. it is incredibly frustrating to have to contact support again, manually arrange the return and worry about being sent through the same cycle all over again. This is not just about a defective product. It is about the unnecessary inconvenience and the failure of customer support to take ownership of the problem. I should not have to repeatedly explain the same situation, chase returns, deal with failed pickups and waste my time just to receive a working product. I am now genuinely concerned about ordering electronics through Zepto again. Customers should not have to fight this hard to get a basic problem resolved. I expect Zepto to take responsibility and fix this experience instead of making the customer run in circles

Absolutely disappointed with Zepto’s customer service. I ordered two items, but only one was delivered. However, the app marked both items as “Delivered.” I immediately raised the issue but instead of receiving any real support, I was redirected from the chatbot to email support. Despite multiple back-and-forth emails, I repeatedly explained that the delivery agent handed over only one item. I also requested proof that both items were delivered or any evidence to support their claim. Unfortunately, all I received were the same generic, copy-paste responses stating that they had “checked with the seller” and therefore could not process my request. None of my questions were actually answered, and no genuine investigation was carried out. Mistakes can happen, but refusing to properly investigate a customer’s complaint and dismissing it without evidence is unacceptable. The issue isn’t just the missing item, it’s the complete lack of accountability and customer support. With several better grocery delivery apps available, I see no reason to continue using Zepto. I’m uninstalling the app after this experience. I hope the company starts valuing its customers instead of relying on automated responses.

I’ve only been using Zepto for about a week. However, I’ve found that Zepto is—in general—considerably faster and more efficient than its competitors. If I order Red Bull or cold drinks from another service, they usually arrive lukewarm. However, Zepto delivers such products already chilled. While Zepto does have lower prices than some other platforms, these are countered by their service fee. Nonetheless, and with all else equal, I’ve found Zepto more reliable and user-friendly.