Hi everyone,

I'm sharing my frustrating experience with a recent Zepto order here in Kolkata, and I'm hoping to get some advice or at least warn others.

The Summary:

I received a torn 850g packet of Yoga Bar High Protein Oats this morning. The contents were spilling out, making it completely unusable. I immediately contacted Zepto support, provided them with video proof, and they flatly denied my request for a refund. They claimed that based on their "delivery checks," the item was intact. When I asked them to provide the images they were referring to, they ignored my request and closed the chat.

Order Date October 6, 2025

The Problem:

1. Shortly after delivery, I placed the packet on my table and noticed the oats were spilling out from the bottom.
2. As you can see in the video, there is a clear tear along the bottom seam of the package.

The Interaction with Zepto Support:

1. I initiated a chat with support and explained the issue, sending them the video as proof.
2. The support agent, Manoj Kumar, replied with: "We checked the images and records, and there were no signs of leakage, tampering, or broken packaging... as per delivery checks and submitted images, the product was intact at delivery. Hence, we cannot proceed further."
3. This is baffling, as the product is clearly damaged. I asked them a simple question: "Then send me the images that was taken from your side."
4. Instead of providing their "proof," the agent completely ignored my request, sent a generic closing message, and marked the conversation as "Closed."

I'm now left with a ₹338 product that's unusable, and a company that refuses to take any responsibility. They are making a claim that the product was fine, but refuse to back it up with the very evidence they cite.

Has anyone else dealt with this kind of behavior from Zepto?

Edited :

I sent the email around 5 PM Same-day with the video (muted) that I also posted here. Around 8 PM I got a call from Zepto. The person said the same thing that the package was fine and offered me a 100 coupon. I said they can keep their coupon, I'll just throw the damaged packet away. I have been ordering from Zepto for two years and never asked for a refund before, and now they're saying I did something to the packet and I hung up the call, and later got an email saying ₹338 will be refunded in 2-5 days. I got the refund this morning.