Kumud Singh
New member
- Company Name
- Zepto Marketplace Private Limited
- Product Name
- vegetable
- Loss Amount
- 36
- Ratings
The Hon'ble Consumer Disputes Redressal Commission
Respected Sir/Madam,
I wish to lodge a complaint against Zepto regarding the supply of a defective food product and the unsatisfactory handling of my grievance, which amounts to deficiency in service and an unfair approach towards customer complaints.
I placed an order through the Zepto platform for tomatoes. Upon receiving the order, I found that the tomatoes were rotten and unfit for consumption. Realizing the issue immediately, I raised a complaint through Zepto's in-app chat support and also submitted clear photographic evidence showing the condition of the tomatoes.
Despite providing valid proof, my complaint was rejected with the response stating that the "Issue was not validated for the item."
As I believed my complaint had not been fairly reviewed, I sent a detailed email to Zepto Customer Support explaining the matter once again and attached photographs of the rotten tomatoes. In my email, I emphasized that the issue was not merely about the refund amount but about customer trust, product quality, and accountability.
However, Zepto replied:
Such conduct raises serious concerns regarding the manner in which genuine consumer complaints are handled. If customer complaints supported by clear evidence are rejected without proper verification, consumers lose confidence in the platform and its quality assurance process.
Further, publicly available information indicates that Zepto processes approximately 1.5 to 1.8 million orders per day. While I cannot conclude that similar issues affect all orders, the rejection of genuine complaints for relatively small claim amounts creates a reasonable concern that many consumers may choose not to pursue such matters because the individual monetary loss is small. If such complaints are routinely dismissed without proper investigation, it could result in widespread consumer harm.
My grievance is not limited to the value of the tomatoes. It concerns:
I, therefore, request your kind intervention and appropriate action in the interest of consumer protection.
Yours faithfully,
Kumud Singh
Respected Sir/Madam,
I wish to lodge a complaint against Zepto regarding the supply of a defective food product and the unsatisfactory handling of my grievance, which amounts to deficiency in service and an unfair approach towards customer complaints.
I placed an order through the Zepto platform for tomatoes. Upon receiving the order, I found that the tomatoes were rotten and unfit for consumption. Realizing the issue immediately, I raised a complaint through Zepto's in-app chat support and also submitted clear photographic evidence showing the condition of the tomatoes.
Despite providing valid proof, my complaint was rejected with the response stating that the "Issue was not validated for the item."
As I believed my complaint had not been fairly reviewed, I sent a detailed email to Zepto Customer Support explaining the matter once again and attached photographs of the rotten tomatoes. In my email, I emphasized that the issue was not merely about the refund amount but about customer trust, product quality, and accountability.
However, Zepto replied:
This response appears to be a generic explanation without addressing the photographic evidence that clearly demonstrates the tomatoes were rotten when delivered. No meaningful investigation was conducted, nor was any attempt made to verify the evidence submitted by me.
Such conduct raises serious concerns regarding the manner in which genuine consumer complaints are handled. If customer complaints supported by clear evidence are rejected without proper verification, consumers lose confidence in the platform and its quality assurance process.
Further, publicly available information indicates that Zepto processes approximately 1.5 to 1.8 million orders per day. While I cannot conclude that similar issues affect all orders, the rejection of genuine complaints for relatively small claim amounts creates a reasonable concern that many consumers may choose not to pursue such matters because the individual monetary loss is small. If such complaints are routinely dismissed without proper investigation, it could result in widespread consumer harm.
My grievance is not limited to the value of the tomatoes. It concerns:
- Supply of rotten and unfit food products.
- Failure to fairly investigate a complaint despite photographic evidence.
- Deficiency in customer service.
- Failure to provide an appropriate remedy despite a genuine complaint.
- Loss of consumer confidence due to an unreasonable rejection of the complaint.
- Direct Zepto to investigate my complaint properly based on the evidence submitted.
- Direct Zepto to provide an appropriate refund/compensation for the defective product and the inconvenience caused.
- Examine whether Zepto's complaint handling process complies with consumer protection laws and whether genuine customer complaints are being rejected without adequate verification.
- Direct Zepto to strengthen its quality control and grievance redressal mechanism so that other consumers do not face similar issues.
- Award any other relief deemed appropriate in the interest of justice.
- Copy of the order invoice.
- Photographs of the rotten tomatoes.
- Screenshot of the chat complaint and its rejection.
- Copy of my email to Zepto.
- Copy of Zepto's email response.
I, therefore, request your kind intervention and appropriate action in the interest of consumer protection.
Yours faithfully,
Kumud Singh
