Zepto — False delivery time committed and poor customer service provided on complaining


I was shown a 15 mins delivery confirmation after I placed my order. As soon as 15 mins were done and I checked the app, the timer showed 22 mins more for delivery! The reason cited for this was rains, although it wasn't even raining. I could have ordered from another app which was honest enough to convey a 30 min delivery time in the timer. The only reason I decided to give my business to Zepto was because of the quicker delivery time. They tricked me into placing an order and later showed their true colours. This trickery is not where it ends though.

I contacted the customer care to complaint and the response I received was below satisfactory. So I asked for a cancellation and a refund and instead, she asked me to refuse the order at the doorstep. Why does Zepto have a customer service representative if I had to do everything myself? The service executive was not helpful but was 'apologetic', which is obviously how they are trained to talk so the company can escape from paying for the damages they did to their customers! The reason they do not cancel on the phone became very obvious when the next thing happened.

The rider who finally delivered the order said they were blaming him for delivering the order late. He pleaded for me to take the order or else he would bear the charges for it and so had to accept it. I wonder how they treat their delivery reps after knowing this.

This is beyond ridiculous and a case of taking advantage of the situation at every step of the way by the company. I am highly disappointed with the overall mockery of a consumer's trust.

ORDER ID: 652A9MMWQ12341
Placed on 17/09/23 at 09:41pm
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