Particularly in times like the rainy season when going outside is difficult, quick commerce platforms have really become a lifeline for everyone. They offer speed and convenience at our doorstep for everything from groceries to everyday necessities. However, can you imagine how disappointing it would be to receive a worn item rather than something brand-new? One Zepto customer had just that experience, and he chose to post about it on X.
Zepto gives the customer a used Vicks Vaporup, and the customer posts about their experience online:
On the social media site X, a man going by the handle @addytude80 shared a troubling Zepto experience. He clarified that, much to his surprise, the Vicks Vaporub he had ordered for a youngster turned out to be used. He also included photographic proof with his tweet to support his claim.
For any parent, especially when it comes to children’s health, such an experience can be deeply unsettling.
In his post, he tagged @zeptocares and Zepto’s co-founder @aadit_palicha, voicing his frustration. He wrote,
“Needed Vicks Vaporub for a kid. Imagine my disgust on receiving a used item!”
The customer also highlighted his disappointment with the response from the support team. He stated,
“Your support refused to replace the item even though it is in stock. Refund doesn’t help when a replacement is needed.”
By sharing his story publicly, along with pictures, @addytude80 brought attention to the importance of strict quality checks in quick commerce. He ended his post by questioning,
“But how can your people stick their fingers in this?”
Such strong words reflect the gravity of his disappointment.
Have a look at the whole tweet
@zeptocares @aadit_palicha
Needed ViksVaporub for a kid.
Imagine my disgust on receiving a used item!
And your support refused to replace the item even though it is in stock.
Refund doesn’t help when a replacement is needed.
But how can your people stick their fingers in this pic.twitter.com/SBicJGc7Ix
— Adi (@addytude80) September 2, 2025
“This isn’t the experience we want for you, and we’re here to make it right.”
In order for the support staff to investigate the issue further and offer assistance, the response additionally asked the client to send his order information and phone number via direct messaging. In order to promote faster communication, the brand additionally included a link.
“To help us look into this further, we’ll need your order details and contact number. Please DM us with your order details so we can assist you further. https://i.ki.show/8F40B3F3F4“
Check it out,
Hey,
I’m Abu from the Zepto team. This isn’t the experience we want for you, and we’re here to make it right.
To help us look into this further, we’ll need your order details and contact number. Please DM us with your order details so we can assist you further.…
— Zepto Cares (@zeptocares) September 2, 2025
This demonstrates how quickly Zepto recognised the problem and indicated his desire to help. However, this in no way minimises the issues surrounding quality assurance of goods delivered via rapid commerce platforms.
This kind of experience is pitiful, and a refund is insufficient; a replacement is required. Such occurrences should never occur. How do you feel about this incident? Please share using the comments section below.
