Zepto delivered the wrong jersey, wrong size, then changed their reason for rejecting my complaint. Am I being unreasonable? Looking for advice from fellow consumers because this situation genuinely doesn't make sense to me. I ordered an RCB jersey from Zepto on 28 May. The product displayed on the app had a star above the logo. The product delivered to me did not have the star. Additionally, I ordered Size M but received Size L. I raised a complaint on 1 June (Ticket ID: TK455FBEFF593), which was within a few days of delivery. The issue is not just the wrong product and wrong size, but the contradictory responses from Zepto: Response #1: "Upon reviewing the order details, we found that the delivered product matches the information displayed on the app." Response #2: "As your concern was raised after the allowed 3-day window, we regret to inform you that we are unable to take this forward." Latest Response: "Such issues need to be reported within 7 days from the date of delivery." My question is simple: • If the product matched the listing, why reject based on a timeline? • If the applicable policy was 3 days, why is Zepto now referring to a 7-day policy? • If the policy is 7 days, how was my complaint on 1 June late for an order placed on 28 May? To me, the issue isn't a return request or change of mind. I received a product that was different from what was displayed and also received the wrong size. I have screenshots of: Product listing Delivered product Size mismatch All email conversations Ticket history I've now escalated the matter to Zepto's grievance team and am considering filing a complaint with the National Consumer Helpline. Would appreciate opinions from anyone who's dealt with similar situations or knows whether this falls under deficiency of service/unfair trade practice. I'll post all screenshots in the comments.
One concrete next step
You've already escalated to Zepto's grievance team — good. Give them one final written response (email, not chat) summarising the three contradictory positions and stating clearly: "I am requesting a full refund or replacement within 7 days, failing which I will file a complaint before the District Consumer Disputes Redressal Commission (DCDRC)." This legal notice step is important — it creates a paper trail and is the recommended first step before filing.
If they don't resolve it, file at e-Daakhil (edaakhil.nic.in):
- Fee: ₹200
- Forum: DCDRC in your city (you can file where you reside, post-CPA 2019 amendment)
- Documents to attach: order invoice, app listing screenshot, delivered product photo, size mismatch evidence, and the full email/ticket thread — the contradictions are your strongest evidence
- You do not need a lawyer for DCDRC
The statutory limitation for filing is two years from when the cause of action arose:
The District Commission, the State Commission or the National Commission shall not admit a complaint unless it is filed within two years from the date on which the cause of action has arisen.
[The Consumer Protection Act, 2019 §69(1)]
You are well within that window. The National Consumer Helpline (1800-11-4000, toll-free) can also guide you on the complaint format.
JaanoHaq provides general legal information based on publicly available Indian statutes and government portals. It is not legal advice and does not create an advocate–client relationship. Free legal aid is available via your District Legal Services Authority — eligibility under the Legal Services Authorities Act 1987 §12 covers women, children, SC/ST, persons with disabilities, industrial workers, victims of trafficking, and persons below your state's notified income threshold. National helpline: 15100 (free, multilingual) | nalsa.gov.in