Zepto — Product not delivered and no refund/replacement for the same

Order number: 665CDBMLN91659
Date: 17 April 2023

I had ordered 3 sets of cakes
Cake combo 1 has 3 pieces of cakes
Cake combo 2 and cake combo 3 have 5 pieces of cakes each
Total i was supposed to receive 13 pieces of cake out of which I only received 3.

Now obviously i went to raise it to the customer support and the amount of backlash i have received for this. I shared the screenshot of my order (which they asked me to multiple time even though they can very easily access it) and I shared the picture from my camera roll of the order I had received as soon as I received it.

The amount of mismanagement these people have. They tell me there is nothing they can do because the order has been delivered from their end. On call with me, the customer support agreed with me that yes the quantity delivered was not right. But since the image does not match with the image delivery partner must have sent her, that is why they cannot issue a replacement or a refund and there is very "little" they can do about it. They are asking me to share the MRP of the product to do some reconciliation and tell me that because zepto has discounted the price it is okay. How???? I paid 85 rs each for combo 2 and 3 and my total is 231 and the products i have received is priced only 56. some weird math they are using that i don't know. And this whole interaction is the SAME across two - three different customer support executives that I connected with for this issue. It has legit been 2 days. No the amount is not a lot, and it is just cake but this is about ethics. This is extremely ridiculous.

The worst part, when i was repeatedly trying to explain the issue, the customer executive started confusing me and herself also, and I could hear her superior taunt me to correct me where I started stammering. I have never ever ever had to face such a thing with any delivery app. Let alone chasing like this for a refund/replacement.

Now after this I actually need a refund. I am never ever ever ever ordering anything from Zepto ever again. Their lack of good customer support and mismanagement of products just keeps peaking.