Zepto - Damaged products received

I received an order(Order #KRGOJARO*****) from Zepto in which:
One ice cream package was visibly damaged from the outside
Another was completely melted and unusable inside

This is a straightforward quality failure.

After repeated follow-ups over multiple days over email and twitter, I finally received a response - only to be told that I should have opened and inspected every item in front of the delivery partner. When I questioned this, zepto representative doubled down and confirmed that this is indeed their expectation.

Let me be clear: expecting customers to open sealed food items at the doorstep to check for internal damage is unreasonable, impractical, and frankly absurd. It completely defeats the purpose of convenience, which is the core value proposition of your service.
I'm expecting a refund or replacement for this.