Zalando complaint: Refund complaint

Subject: Official Complaint 10501017984957

Dear SirMadam

I would like to make an official complaint in regards to my refund being issued and then almost 4 weeks later being cancelled.

I placed the above order on 29th May 2022. The items were not suitable therefore I returned them on 5th June 2022 using a Hermes return label (attached) from your website.

I waited 14 days for my refund as per your website and didn’t receive this therefore contacted you on 24th June 2022 and was told my items were lost on the way back to you please see attached email from Rachel Brown and she had issued a full refund.

Now on 19th July the same payment has been taken, which has not caused me bank charges as you had no permission to take this payment.

I am now being told the items haven’t been received in your warehouse which I already knew as you have stated they were lost. Which is down to Hermes, they are the ones who I returned my items with.

I have proof of my return (attached) and my refund and payment taken almost 4 weeks later (attached).

This is absolutely unacceptable. This investigation should be with Hermes if they have lost my parcel you should not be taking money out of my bank without my permission when you have already admitted they have lost my parcel.

I would like a senior manager to look into this for me and issue my full refund back within 24 hours. I would also like compensation for the charges and hassle this caused me