Complaint: Refused refund for returned item lost in transit

on 09 June 2022 about Zalando in category Fashion

New complaint
Complaint pending
Complaint resolved
Complaint closed

My complaint:

I used the Evri return postage label provided by Zalando to send the Coach Madison Rucksack back to Zalando. After having seen no movement in the tracking details for over a week, i contacted Evri on 6 April and they ed in email (see attached) that the item is deemed as missing and Zalando need to contact Evri to raise a claim. I contacted Zalando to explain the situation and they said they will raise the issue for investigation. They sent me a Legal Statement form to complete which i did and sent all the information requested by 10 April. Having not had an update for 4 weeks since i provided the information, i emailed on the 15th and 22 April to ask for an update. On 22 April, Zalando replied with

I’ve checked your return tracking and can see your parcel has been returned to us over 14 days ago now, so I’ll track down your parcel with our responsible team.
I will be in touch in the next few days with more information about your return.

On 27 April, i emailed requesting an update. 10 days later i got a reply saying they checked the return tracking and as they haven’t received the item in the warehouse they can’t offer a refund. This was not the information i was expecting to hear after a month because I had said from day 1 the item was lost by the courier. I replied repeating the same information about the item being lost in transit and attached email ation from Evri.

I made numerous attempts every week after that at contacting Zalando via webchat, email and phone to get a resolution but Zalando took no action at attempting to resolve the issue and instead kept sending me a standard response.

I’ve checked your return tracking with the carrier and unfortunately, we haven’t received the return of your 10501017101226 in our warehouse yet.
Therefore, we cannot offer you a refund for the article(s).

This shows that the customer service team have not paid attention to the issue in hand and just sent a stock response.

On 30 May, i called customer services and they advised that the case was closed which was a shock to me. As far as i knew the case was still under investigation and it seemed like i was told this just to stop me contacting customer services. Is this how a large organisation is handling cases and treating their customers by simply shutting down on them when the issue hasn’t been resolved?

I’ve spent so much time and energy this week emailing customer services but I’ve been met with radio silence. It seems they don’t even have any common courtesy towards their customers anymore.

I called today (9 June) and was met with the rudest person on the phone who was patronising and even hung up the phone on me. She even went so far as to lie and say that Evri denied that the parcel was lost when i have 3 emails from Evri ing they have lost the item.

I’ve been a loyal customer for years and after this i will definitely not be shopping at Zalando anymore and neither will my family and friends.

Because of all this hassle and stress i have had to educate myself on consumer rights and laws and by not giving me my refund Zalando has broken the law – The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, particularly section 34

Reimbursement must be without undue delay, and in any event not later than the time specified in paragraph (5) or (6).

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or

(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.

I have paid £349.99 for something i returned and is no longer in my possession. I returned the item using Zalando’s partner courier and postage label in good faith that it will be delivered safely back to them. It is their responsibility to follow up with the courier to recover any losses in the event of lost items in transit as the courier is under their contractual agreement.

Suggested solution:

A full refund of £349.99

Refused refund for returned item lost in transit
Refused refund for returned item lost in transit
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