Zalando complaint: Customer service send irrelevant tips

Greetings SirMadam,

I had troubles getting my order from packstation coz the carrier did not leave a code to open the packstation.

I contacted a Zalando agent per chat. He said he will send me email with helpful instructions. I expected to receive the email soon and when I did not I contacted another agent through Zalando chat.

I explained the situation then the agent said the same thing about receiving the email with a suggestion on how to procceed. After some time, I received email from the agent asking me to explain the issue and to provide him with order number although:
1- I explained to him everything on the chat
2- the email subject of his email has already the order number

I relied stating that you already have the requested information. Then he replied that I have to repeat the Procedere and provided me with another sendingnumber of my item which is different from the original one I have from the carrier email.

Basically i think the agent just sent me anything or just irrelevant instruction that wasted my time.

I called Zalando then the agent just wanted me to contact the carrier. I replied please do not redirect me to a 3rd party. I bought from Zalando and not from the carrier.

Then again nothing useful I receive from them. I am paying for the Plus service and i just get a horrible time with their agents.

Regards,
Maged Elgendy