How to File Complaint Against Zepto?

Zepto changed how we buy groceries in 2021 by promising delivery in just 10 minutes. By 2026, the app has grown much bigger. It doesn't just deliver household items anymore; it now features Zepto Cafe, which delivers hot meals, fresh coffee, and snacks right at your doorstep. 

However, as Zepto has grown, it has faced new problems. While getting a bag of rice a few minutes late is a small issue, getting a cold coffee or melted ice cream from the Cafe section is much more frustrating. Many shoppers now feel that as the company grows faster, the quality of both the groceries and the prepared food can sometimes suffer. 

From hidden extra fees to food hygiene concerns, users are finding that quick doesn't always mean perfect. This blog explores the most common issues faced while using Zepto and outlines practical resolutions, complaint channels, and consumer rights that users can rely on to address these challenges effectively. 

Common Issues that Users Face 

When using a hyper-growth platform like Zepto, the convenience often comes with specific operational hurdles. 

1. Missing item and Ghost Deliveries 

One of the most common frustrations for shoppers is the "disappearing" grocery item. You might pay for 10 items on your digital bill, but when you open the bag, only 8 are inside. This happens because store workers are in such a rush to meet the 10-minute deadline that they often skip items or grab the wrong ones without checking. 

2. The "Zepto Cash" vs. Real Refund Battle 

The Issue: When a refund is granted, Zepto often defaults to Zepto Cash (store credit). This traps your money in their ecosystem. 

3. Support Bot Loops 

The Issue: Zepto’s customer service is heavily automated. Users often find themselves in a loop of generic "We are sorry" messages without a human ever looking at the problem. 

4. Hidden Fees & Pricing Inaccuracies 

The Issue: A "Handling Fee," "Convenience Fee," and "Rain Fee" can suddenly inflate a small bill. Users also report that discounted prices sometimes "reset" to MRP at the final payment screen. 

5. Phantom Inventory Issues 

Phantom inventory occurs when Zepto’s app shows an item is "In Stock," but it is physically missing from the local dark store’s shelves, often due to clerical errors, breakage, or theft. This creates a "post-payment" frustration where you complete your checkout only to receive a notification minutes later that your most essential ingredient is unavailable and has been removed from your order. 

6. Quality and Hygiene "Glitches" 

Because Zepto relies on high-speed picking in "dark stores" (mini warehouses), quality control can sometimes be bypassed. 

The Issue: Receiving wilted vegetables, leaking oil or milk packets, and in some extreme cases, reports of pests (cockroaches or worms) in packaged goods. 

How to Resolve These Challenges 

Here is a breakdown of the In-App Solutions users can use to fix common issues: 

1. Real-Time Rider Communication 

This can be your first approach to resolve your query, if your order is marked as "Delivered" but hasn't arrived. 

•  Go to the active order screen. There is a Call Rider button (available until a few minutes after the order is marked delivered). 
• Why it works: Calling the rider directly is often faster than waiting for a support agent to middle-man the conversation. 

2. Original Payment Refund 

By default, Zepto often tries to issue refunds as "Zepto Cash" (store credit). 

• In-App Fix: When the bot asks how you’d like your refund, look for the "Original Payment Source" or "Bank Account" option. If it doesn't show up, type "I want a refund to my bank" into the chat. Legally, the app must provide a way to return funds to your original payment method. 

3. The "Get Help" Command Center 

Although Zepto’s 24x7 costumer care number does not exist, you can get help through Chat Support. 

• Where to find it: Tap on your Profile icon (top right) → Scroll down to "Customer Support" or "Get Help." 
• How to do it: Go to Account > Help Center > Select your Order. 
• What it does: This opens a chat interface where you can select a specific order and report problems like "Item missing," "Damaged product," or "Delayed delivery." 

4. Demand Refund to Source 

Legally, you are entitled to a refund in the original form of payment (UPI/Card). In the chat, specifically type: "I do not want store credit. Please process a refund to my original payment source." If the bot doesn't help, ask for a "Live Agent." 

5.The Cart Double-Check 

Always look at the "Bill Details" dropdown before swiping to pay. If the price looks manipulated, clear your cache or restart the app. For unfair fees during clear weather, report it as a "Pricing Discrepancy" in the help section. 

What to Do When the App Fails You?

If you have already exhausted the in-app help option on Zepto, these are the further steps to escalate your issue. 

1. Email Support 

If the chat is busy or the bot closes your ticket prematurely, move to costumer care email. This creates a formal record that Zepto’s legal team can track. 

• Mail: support@zeptonow.com 
• Subject Line: Urgent: Refund to Source Request - Order #[YourOrderID] 
• Message: Briefly state: "I am not satisfied with store credit. Under consumer guidelines, I request a refund of ₹[Amount] to my original payment method for the [Missing/Damaged] items." 

2. Social Media Strategy 

If you are being ignored, Zepto’s social media team is often much faster and more "human" than the app’s chatbot. 

• Post a screenshot of your chat or the damaged item on X (formerly Twitter)  
• Tag @ZeptoNow and use the hashtag #ZeptoConsumerHelp. 
• Companies hate public complaints regarding "withholding refunds," and you will likely get a DM (Direct Message) from a senior agent within hours. 

Government and Legal Help 

When social media doesn't solve your problem, you can approach the government to settle your dispute. These systems are free, digital-friendly, and designed specifically to protect you from unfair practices. 

1. The National Consumer Helpline (NCH) 

• This is your first and most effective government-backed step. Zepto has a direct agreement with the government to resolve complaints filed. 
•  Call 1915 or WhatsApp 8800001915. 
• The Digital Way: Use National Consumer Helpline
• Why it works: Every complaint gets a "Docket Number." Companies are monitored on how fast they close these dockets, so they are much more likely to offer a Zepto Refund to Source Account immediately once the government is involved 

2. E-Jagriti (The Online Consumer Court) 

You can regsister your complaint on https://e-jagriti.gov.in/ 

• How it works: This is a paperless system where you upload your bill, screenshots of your chats, and your complaint. For most Zepto orders, you will file in the District Commission. 
• The Benefit: If you win, the court can order Zepto to not only refund your money but also pay compensation for your mental agony and travel/legal costs. 

3. Reporting Dark Patterns to the CCPA 

If you notice Zepto using "sneaky" tricks—like adding hidden fees at the last second, using fake countdown timers, or making it impossible to delete your data—you can report them to the Central Consumer Protection Authority (CCPA). 

The Focus: This isn't just for your refund; it’s to stop the company from using these tactics on everyone. You can report these "Unfair Trade Practices" directly through the NCH portal. 

4. Legal Notice  

A legal notice often prompts a company to settle, as it signals that you are ready to pursue legal action, something that could cost them significantly more in legal expenses than simply issuing the refund.  

Consumer Court Hierarchy (2026) 

Costs and Timelines 

Before you decide to take zepto into the court, you need to know how much it will cost you. We believe in 100% transparency, so you don’t have to worry about hidden costs later. 

What Will the Costs & Timelines Be? 

Before you decide to take zepto into the court, you need to know how much it will cost you. We believe in 100% transparency, so you don’t have to worry about hidden costs later. 

Your Action Plan to Complain: 

• Secure Your Evidence: Don't delete the app chat. Take screenshots of the order, the "Delivered" timestamp, and photos of any damaged goods. 
• Get a Government Docket: If the app fails, call 1915. Filing a complaint with the National Consumer Helpline gives you a tracking number that Zepto’s legal team cannot ignore. 

Still getting nowhere? Use a platform like Digilawyer to send a professional legal notice. Sometimes, seeing a formal demand is all it takes for a company to hit "Refund to Source." 

Don’t wait. Quick commerce moves fast, but consumer rights move further. The sooner you act, the faster you get your money back. 

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