Zalando complaint: Complaint for Zalando consumers service in Italy

My advice is to change the consumers service of Zalando in Italy. They are the shame for this firm. After conversation with them today I decided not to be the client of Zalando anymore even if I am satisfied with the products I have been buying from them for many years. They are not taking care of the clients, are arrogant and rude. I contacted them today as I didn’t get the pack I was expecting. The courrier wrote on its website that my address is not correct and blocked the pack in its seat in Trieste. In this situation I contacted Zalando consumers service asking first the lady on the chat (she closed our chat in rude way in face) and then the gentleman by phone to contact the courrier and resolve the problem (these are the normal procedures required by the courrier – the sender should make complaints not the buyer as the sender makes the choice of the courrier). The people in Zalando consumers service told me I should resolve the problem by myself – if not I will get back the money over 10 days after the pack will be back to the seat of Zalando from the courrier !!! So Zalando has my proper address, I did all the procedure well and then I’m responsible for the mistakes of not serious, cheap courrier chosen by Zalando ??? I don’t get my pack and they block me the money that I spent for several weeks … It is not correct !!! I repeat, the workers of consumers service in Italy are not educated, not competent and rude. It is not only my experience but many people share my opinion.