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  • FIRST POST
    • saunaboy1975
    • By saunaboy1975 15th Jun 17, 10:33 PM
    • 51Posts
    • 6Thanks
    saunaboy1975
    Online store refuses refund & accuses me of fraud...
    • #1
    • 15th Jun 17, 10:33 PM
    Online store refuses refund & accuses me of fraud... 15th Jun 17 at 10:33 PM
    Hi everyone,

    I ordered a designer jumper from Zalando online. When the item arrived via courier, it was a cheapo jumper that had been tagged with the designer tag (safety pin through label).

    I returned the item with a nice note to say - you've sent the wrong item, wrongly labelled, can I have a refund please?

    They've emailed me today refusing a refund, saying that the returned item clearly wasn't the designer one I'd ordered (of course it wasn't!). The only option they've given is to return the cheapo item to me.

    This is all a bit odd. So they're refusing to refund me because the item I returned clearly wasn't the designer one I never got from them!!

    The wording of their email implied that I had the designer item btw...

    Any advice???
Page 1
    • bris
    • By bris 15th Jun 17, 11:51 PM
    • 6,698 Posts
    • 5,746 Thanks
    bris
    • #2
    • 15th Jun 17, 11:51 PM
    • #2
    • 15th Jun 17, 11:51 PM
    They are a very large genuine company that clearly believe you are trying to con them. Good luck getting anything from them.
    • angryparcel
    • By angryparcel 15th Jun 17, 11:54 PM
    • 910 Posts
    • 515 Thanks
    angryparcel
    • #3
    • 15th Jun 17, 11:54 PM
    • #3
    • 15th Jun 17, 11:54 PM
    how did you pay?
    • saunaboy1975
    • By saunaboy1975 16th Jun 17, 2:16 PM
    • 51 Posts
    • 6 Thanks
    saunaboy1975
    • #4
    • 16th Jun 17, 2:16 PM
    • #4
    • 16th Jun 17, 2:16 PM
    Paypal.

    Really quite frustrating this. Without a cameraphone video of me opening the packet to see the cheapo item, I'm not sure what I can do.

    I've not gone & bought the same item elsewhere btw but not sure what I can do here.
    • Moneyineptitude
    • By Moneyineptitude 16th Jun 17, 2:22 PM
    • 19,028 Posts
    • 9,150 Thanks
    Moneyineptitude
    • #5
    • 16th Jun 17, 2:22 PM
    • #5
    • 16th Jun 17, 2:22 PM
    I've not gone & bought the same item elsewhere btw
    Originally posted by saunaboy1975
    Is this a typo? Did you mean to say you HAVE bought elsewhere?
    • IAmWales
    • By IAmWales 16th Jun 17, 2:22 PM
    • 964 Posts
    • 2,121 Thanks
    IAmWales
    • #6
    • 16th Jun 17, 2:22 PM
    • #6
    • 16th Jun 17, 2:22 PM
    Is the cheapo jumper something they stock, or can you trace whether the two brands are made in the same factory?

    I've had this happen before with Debenhams, two different brands made at the same place. I contacted them as soon as it arrived and they issued a refund.
    • saunaboy1975
    • By saunaboy1975 16th Jun 17, 2:35 PM
    • 51 Posts
    • 6 Thanks
    saunaboy1975
    • #7
    • 16th Jun 17, 2:35 PM
    • #7
    • 16th Jun 17, 2:35 PM
    sorry yes, I HAVE now gone & bought the thing elsewhere. Not happy with zalando (not least because of their recent communications) so asked for a refund.

    The item they sent was "broadly" in line with the one I ordered (a blue jumper) but was different enough to have easily spotted difference. One I bought was blue chunky wool, one they sent was blue fine material.

    Item I wanted was Superdry, thing they sent had a superdry card label attached by safety pin, but the actual label of the wrong jumper was not superdry.
    • Fosterdog
    • By Fosterdog 16th Jun 17, 2:43 PM
    • 3,048 Posts
    • 5,289 Thanks
    Fosterdog
    • #8
    • 16th Jun 17, 2:43 PM
    • #8
    • 16th Jun 17, 2:43 PM
    What brand have they sent instead?
    • saunaboy1975
    • By saunaboy1975 16th Jun 17, 2:46 PM
    • 51 Posts
    • 6 Thanks
    saunaboy1975
    • #9
    • 16th Jun 17, 2:46 PM
    • #9
    • 16th Jun 17, 2:46 PM
    I don't remember that offhand, but regardless wasn't superdry. Was a guy's name. Was clearly not item I sent.
    • Moneyineptitude
    • By Moneyineptitude 16th Jun 17, 2:47 PM
    • 19,028 Posts
    • 9,150 Thanks
    Moneyineptitude
    The item they sent was "broadly" in line with the one I ordered (a blue jumper) but was different enough to have easily spotted difference. One I bought was blue chunky wool, one they sent was blue fine material.
    Originally posted by saunaboy1975
    I suppose it's possible that an earlier (fraudulent) return has found it's way back onto their shelves, otherwise I'm struggling to understand how you would receive a totally different item "tagged" with a designer label.

    Clearly, they don't believe it's possible for the item to have originally come from them. They are a reputable firm which sells quality merchandise.

    All you can do is write an appeal insisting that the item is very definitely the one you received from them, but clearly not the one you ordered.
    • saunaboy1975
    • By saunaboy1975 16th Jun 17, 3:07 PM
    • 51 Posts
    • 6 Thanks
    saunaboy1975
    Yep, not something I've seen before. Frustrated as I'm not sure how I prove anything. In a way I can't really blame Zalando for refusing the item. But also in a way, once I opened the packet I was knackered.

    But...begs the question of "you had no checks in place when you shipped it to me, but obvious checks when I returned it".
    • Moneyineptitude
    • By Moneyineptitude 16th Jun 17, 3:11 PM
    • 19,028 Posts
    • 9,150 Thanks
    Moneyineptitude
    But...begs the question of "you had no checks in place when you shipped it to me, but obvious checks when I returned it".
    Originally posted by saunaboy1975
    Not something I'd write in any appeal you might make.

    Mistakes do happen, but the company are obviously confident that such checks are carried out.

    Just tell them what you know happened, there should be no need to speculate or accuse. Remember that you are reliant on goodwill here because (just as you state) you can offer no proof.
    • Fosterdog
    • By Fosterdog 16th Jun 17, 3:21 PM
    • 3,048 Posts
    • 5,289 Thanks
    Fosterdog
    I don't remember that offhand, but regardless wasn't superdry. Was a guy's name. Was clearly not item I sent.
    Originally posted by saunaboy1975

    Do they at least stock the other jumper on their website? Have you tried looking for it?
    • DoaM
    • By DoaM 16th Jun 17, 3:51 PM
    • 3,000 Posts
    • 3,026 Thanks
    DoaM
    Did you not take any photos of the item after opening the package and prior to returning it?

    If Zalando won't accept your return then your first course of action is to try an Paypal claim. After that it's a Letter Before Action to Zalando followed by a small claims court claim (Google Money Claim Online) if they still don't refund.
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • takman
    • By takman 16th Jun 17, 5:31 PM
    • 2,474 Posts
    • 2,061 Thanks
    takman

    I returned the item with a nice note to say - you've sent the wrong item, wrongly labelled, can I have a refund please?
    Originally posted by saunaboy1975
    Did you not contact them before you returned the item to inform them of the mistake.

    If you didn't contact them and just sent the item back asking for a refund it does sound like you are trying to defraud them. They probably think you took the label off the jumper then sent and put it on a new jumper and sent it to them trying your luck for money back.

    If you have contacted them before returning it and told them what happened and asked for an exchange they would have been far more likely to believe you.

    The best thing i think you can do now is to explain exactly what happened in a calm but firm tone and keep escalating the issue as required.
    • Moneyineptitude
    • By Moneyineptitude 16th Jun 17, 6:54 PM
    • 19,028 Posts
    • 9,150 Thanks
    Moneyineptitude
    They probably think you took the label off the jumper then sent and put it on a new jumper and sent it to them trying your luck for money back.
    Originally posted by takman
    A cynic might even suspect the OP bought a cheaper version of the item elsewhere and returned that item instead of the genuine one. If this is not the case, then OP should write again, pleading his case.
    • bris
    • By bris 16th Jun 17, 8:16 PM
    • 6,698 Posts
    • 5,746 Thanks
    bris
    Ah Superdry is that classed as designer then? Wouldn't think so as it's just a high street overpriced brand.
    • Fluffybunny80
    • By Fluffybunny80 17th Jun 17, 11:16 AM
    • 62 Posts
    • 33 Thanks
    Fluffybunny80
    This happened to me last year with Very.
    I ordered a pink puma top and received a pink 'Only' top which is an inferior cheapo brand. The sticker on the packet said puma with a barcode so it must have come out the factory like that as inner wrapping hadn't been tampered with
    I emailed very pictures then returned next day. They immediately refunded me no questions asked.
    so this can and does happen.
    • Moneyineptitude
    • By Moneyineptitude 17th Jun 17, 5:01 PM
    • 19,028 Posts
    • 9,150 Thanks
    Moneyineptitude
    This happened to me last year with Very.
    so this can and does happen.
    Originally posted by Fluffybunny80
    Depends on the firm. "Very" use a wide variety of suppliers and sell a wide price range.

    The firm in question sell only quality designer brands and this appears to be why they have refused to refund the OP.

    How could a cheaper product enter their supply chain other than fraudulently?

    The OP could easily be the victim or the culprit here, so he'll have to persuade them (or a court) he is the former.
    • theonlywayisup
    • By theonlywayisup 17th Jun 17, 8:57 PM
    • 10,700 Posts
    • 7,161 Thanks
    theonlywayisup
    Paypal.

    Really quite frustrating this. Without a cameraphone video of me opening the packet to see the cheapo item, I'm not sure what I can do.

    I've not gone & bought the same item elsewhere btw but not sure what I can do here.
    Originally posted by saunaboy1975
    If you had tracking on the return, you can open a case, albeit retrospectively for SNAD. Open the case, upload your tracking and then escalate it.
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