Zepto denied my refund for completely melted ice cream. Am I being unreasonable here?
So I ordered 2 Amul ice cream sticks from Zepto today.
When I opened the packet, both of them were completely melted. I don't mean slightly soft... they had literally turned into liquid inside the wrapper. At that point I wasn't even comfortable eating them because who knows how long they were sitting like that.
I raised a complaint through the app, uploaded multiple photos, and then the chat asked me to send an email with the exact same photos and explanation again. Kind of defeats the purpose of having chat support, but anyway I did it.
This is the reply I got:
"After verifying with the seller's team, it is confirmed that the product was delivered in good condition. Unfortunately, the request cannot be processed further."
What does that even mean?
Who is this "seller's team"? Are they just taking the seller's word for it? Because I literally sent them photos of melted ice cream. If it reaches me as liquid, how can anyone say it was delivered in good condition?
I dont care about the ₹60-70. It's the way they handled it. It feels like nobody even looked at the evidence and just sent a template rejection.
I've been using Zepto quite regularly, but this honestly makes me want to switch to Blinkit or Instamart. If this is how genuine complaints are handled, what's the point? Right?
Has anyone else had a similar experience? Did you manage to get a refund after escalating?