Zalando refusing refund for returned item lost in transit

Jo_ytc

I sent Zalando an official complaint letter yesterday giving them 7 days to respond otherwise i will be taking legal action. Surprisingly i got a response from a 'senior specialist' saying he will be looking at the case and asking the responsible team to look at the case again and talk to their logistics provider. I will give them next week to come back with an update. Thank you to everyone for the advice and hopefully there'll be some positive update soon!

Jo_ytc

Just an update to say that since they responded to my email, they resolved the issue within 1 week and refunded me in full. 

Manxman_in_exile

Jo_ytc said:

Just an update to say that since they responded to my email, they resolved the issue within 1 week and refunded me in full. 

Thanks for letting us know that they eventually accepted it was their responsibility.  Too many people give up too quickly.

Watchpenny

Hello all Manxman_in_exile, Jo_ytc, Ergates I've just been through the same thing and today followed advice/recommendation sending them Letter Before Claim correspondence and copies of proof of returns information and completed Legal Statement Return Form, already sent all 5 times by email.  I'm hopeful it will get the same outcome you got and I'll get my refund, if I don't how do I progress legal action, do I do this myself or thru solicitor?   

Watchpenny

Manxman_in_exile said:

Jo_ytc said:

Just an update to say that since they responded to my email, they resolved the issue within 1 week and refunded me in full. 

Thanks for letting us know that they eventually accepted it was their responsibility.  Too many people give up too quickly.

Hello all Manxman_in_exile, Jo_ytc, Ergates I've just been through the same thing with Zalando  and today followed advice/recommendation sending them Letter Before Claim correspondence and copies of proof of returns information and completed Legal Statement Return Form, already sent all 5 times by email over last 7 weeks.  I have a feeling it’s not going to work, the next step as l understand it is to pursue them through the MCO scheme, if anyone has been though this ld appreciated any advice you have from this experience and if it worked for them, thanks.

powerful_Rogue

Watchpenny said:

Manxman_in_exile said:

Jo_ytc said:

Just an update to say that since they responded to my email, they resolved the issue within 1 week and refunded me in full. 

Thanks for letting us know that they eventually accepted it was their responsibility.  Too many people give up too quickly.

Hello all Manxman_in_exile, Jo_ytc, Ergates I've just been through the same thing with Zalando  and today followed advice/recommendation sending them Letter Before Claim correspondence and copies of proof of returns information and completed Legal Statement Return Form, already sent all 5 times by email over last 7 weeks.  I have a feeling it’s not going to work, the next step as l understand it is to pursue them through the MCO scheme, if anyone has been though this ld appreciated any advice you have from this experience and if it worked for them, thanks.

You'll need to give some details as to what has happened and why you want to take action.

Watchpenny

powerful_Rogue said:

Watchpenny said:

Manxman_in_exile said:

Jo_ytc said:

Just an update to say that since they responded to my email, they resolved the issue within 1 week and refunded me in full. 

Thanks for letting us know that they eventually accepted it was their responsibility.  Too many people give up too quickly.

Hello all Manxman_in_exile, Jo_ytc, Ergates I've just been through the same thing with Zalando  and today followed advice/recommendation sending them Letter Before Claim correspondence and copies of proof of returns information and completed Legal Statement Return Form, already sent all 5 times by email over last 7 weeks.  I have a feeling it’s not going to work, the next step as l understand it is to pursue them through the MCO scheme, if anyone has been though this ld appreciated any advice you have from this experience and if it worked for them, thanks.

You'll need to give some details as to what has happened and why you want to take action.

Thanks it’s looks straight forward if you went through the whole process did you get your money back/have to go to court please thanks 

powerful_Rogue

Watchpenny said:

powerful_Rogue said:

Watchpenny said:

Manxman_in_exile said:

Jo_ytc said:

Just an update to say that since they responded to my email, they resolved the issue within 1 week and refunded me in full. 

Thanks for letting us know that they eventually accepted it was their responsibility.  Too many people give up too quickly.

Hello all Manxman_in_exile, Jo_ytc, Ergates I've just been through the same thing with Zalando  and today followed advice/recommendation sending them Letter Before Claim correspondence and copies of proof of returns information and completed Legal Statement Return Form, already sent all 5 times by email over last 7 weeks.  I have a feeling it’s not going to work, the next step as l understand it is to pursue them through the MCO scheme, if anyone has been though this ld appreciated any advice you have from this experience and if it worked for them, thanks.

You'll need to give some details as to what has happened and why you want to take action.

Thanks it’s looks straight forward if you went through the whole process did you get your money back/have to go to court please thanks 

The person that started the thread hasn't been online since the start of September.

If you want advice, you're going to have to tell us what's happened.

kotik79

I am having similar issue at the moment . Have been using Zalando for over 7 years with no problems. Recently I've purchased a £200 jacket. Unfortunately it didn't fit me well therefore sent back for a refund. My parcel has been delivered to Zalando on the 2nd of November (I still have the Evri receipt), 5 days later I received the following email '
" 

Thanks for getting in touch.

I'm writing to let you know that a shoe which is not included in your order, has been included in the parcel you returned. I have attached a photo of the shoe below." I emailed back saying that  I have no idea where it came from .  Later that day I had another email from Zalando: 'Thanks for getting in contact. Unfortunately, it looks like our warehouse has not yet processed your return. Sorry about this! ' and they asked me to fill in Legal statement form , which I did and emailed it back to them . Heard nothing back for a week , tried to concat them and today received the same email as above that I sent a wrong item in . Really don't know what to do now

Watchpenny

Yup same, l was hoping someone on this forum could advise l’ve raised a case with PayPal and charge back through my credit card company won’t know outcome if these for couple weeks l’ve effectively stopped communicating with Zalando it’s a complete waste of time.  Someone posted on my message hear saying l could only use MCO scheme for UK retailer coz Zalando has no uk office HQ based in Germany eu has a similar system but think it’s eu to eu country not UK l found the Zalando UK general manager a woman called Megan Malley her gmail account is megankellermaley@gmail.com email her, l sent 3 message no reply but hopefully it’s annoying her. If my PayPal or chargeback doesn’t work l will investigate the uk and eu mco claims scenes further. https://www.europe-consommateurs.eu/en/questions-and-complaints.html. https://www.europe-consommateurs.eu/en/questions-and-complaints.html