Zepto refuses to refund a product that was clearly damaged.
I recently purchased ice-cream and other products via zepto at around midnight. All the products were fine except the ice-cream. The packaging clearly showed signs of damage and leakage. On top of all this it was clear that the ice-cream had damaged packaging for a while as the ice-cream inside looked a bit odd (residue of small ice formations on the ice-cream indicating that it has been refrozen in some way) I raised a complaint through the app but they redirected me and asked me to contact them via mail.
This is the response they provided.
'We understand your concern regarding the condition of the item delivered.
The delivery images associated with the order have been carefully reviewed, and it has been confirmed that the product was handed over in intact condition.
Based on this verification, the request cannot be processed further with seller.'
So I asked them to share the images they used for comparison but they keep telling me the same thing about how they reviewed it again and the product was in tact.
Is this a common zepto issue that people face? I'm genuinely disappointed that this happened and the way they handled the situation makes it a bit infuriating.
Update: after countless tries, I somehow managed to get hold of a 'real' customer care agent and she helped me out and proceeded to give a refund!