Somesh Krishna
New member
- Company Name
- Zepto
- Product Name
- Amul vanilla magic ice cream tub | Creamy Delight
- Loss Amount
- 194
- Ratings
I am filing this complaint against Zepto regarding the non-delivery of one item from my order, despite the company subsequently claiming that the complete order was delivered.
I placed an order on Zepto bearing Order ID: JJVSBDNT52558. The order contained multiple items. However, Amul Vanilla Ice Cream (1 kg), worth ₹194, was not delivered.
When the delivery person arrived, I noticed that the ice cream was missing. I did not provide the OTP for the missing item/order because I first attempted to contact Zepto's customer support to report the issue. However, I was only provided access to Zepto's AI assistant, "ZAP". I repeatedly requested to be connected to a human customer-care representative, but I was not provided any such assistance.
The delivery person also started insisting that he was getting late and told me that I could accept the remaining items and raise a complaint later through the Zepto app regarding the missing ice cream. Importantly, Zepto's own ZAP AI assistant also informed me that I could provide the OTP for the items that were correct and subsequently raise an issue regarding the missing item.
Relying on these instructions, I accepted the remaining items. I subsequently raised the complaint with Zepto and also contacted their support team by email. However, Zepto has now denied my complaint and is claiming that all items in the order were delivered, and has refused to refund the ₹194 for the missing ice cream.
I also contacted the delivery person through the calling facility available in the Zepto application. The call should be recorded/available in Zepto's system. During this call, the delivery person himself confirmed that the ice cream had not been sent from the store and therefore was not delivered to me. This directly contradicts Zepto's subsequent claim that the complete order was delivered.
I therefore request the Hon'ble Consumer Commission to take note of the following:
I further request that Zepto be directed to provide/produce the relevant records, including the order fulfillment records, delivery records, customer-support chat logs, and call records relating to this incident, if required for adjudication of the complaint.
Order ID: JJVSBDNT52558
Undelivered Item: Amul Vanilla Ice Cream – 1 kg
Value: ₹194
Platform: Zepto
I placed an order on Zepto bearing Order ID: JJVSBDNT52558. The order contained multiple items. However, Amul Vanilla Ice Cream (1 kg), worth ₹194, was not delivered.
When the delivery person arrived, I noticed that the ice cream was missing. I did not provide the OTP for the missing item/order because I first attempted to contact Zepto's customer support to report the issue. However, I was only provided access to Zepto's AI assistant, "ZAP". I repeatedly requested to be connected to a human customer-care representative, but I was not provided any such assistance.
The delivery person also started insisting that he was getting late and told me that I could accept the remaining items and raise a complaint later through the Zepto app regarding the missing ice cream. Importantly, Zepto's own ZAP AI assistant also informed me that I could provide the OTP for the items that were correct and subsequently raise an issue regarding the missing item.
Relying on these instructions, I accepted the remaining items. I subsequently raised the complaint with Zepto and also contacted their support team by email. However, Zepto has now denied my complaint and is claiming that all items in the order were delivered, and has refused to refund the ₹194 for the missing ice cream.
I also contacted the delivery person through the calling facility available in the Zepto application. The call should be recorded/available in Zepto's system. During this call, the delivery person himself confirmed that the ice cream had not been sent from the store and therefore was not delivered to me. This directly contradicts Zepto's subsequent claim that the complete order was delivered.
I therefore request the Hon'ble Consumer Commission to take note of the following:
- The Amul Vanilla Ice Cream (1 kg), worth ₹194, was not delivered to me.
- I did not provide the OTP for the missing item before attempting to contact customer support.
- Zepto's AI assistant instructed me that I could accept the correctly delivered items and raise a complaint for the missing item afterward.
- The delivery person himself subsequently confirmed on a call that the ice cream had not been sent from the store.
- Despite these facts, Zepto has refused to acknowledge the non-delivery and has denied my refund request.
- Relevant records, including the communication with Zepto's ZAP AI assistant, email correspondence, order details, and the call placed to the delivery person through the Zepto application, may be available with Zepto and can be produced/verified if required.
I further request that Zepto be directed to provide/produce the relevant records, including the order fulfillment records, delivery records, customer-support chat logs, and call records relating to this incident, if required for adjudication of the complaint.
Order ID: JJVSBDNT52558
Undelivered Item: Amul Vanilla Ice Cream – 1 kg
Value: ₹194
Platform: Zepto
