Zalando Refusing to Provide a Refund

Watchpenny

Hello all l returned a pair of £138.99 Nike sneakers using Zalando Evri free returns service on 22/9/22 have proof of dispatch and confirmation on Zalando web site confirming they have goods, since then descended into Zalando customer service hell, 20 odd chats 15 plus or so emails and at least 10 phone calls all saying same thing "don't have enough information", "looking into it", "its with payments" blah blah.  Emails included all proof of postage and a Legal Return form they asked to complete 2 weeks ago, now sent that 3 times.  Its a cycle of despair, the only email address is service@zalando.co.uk, which customer services told me to send docs to and comes with an auto response email that says this account is not monitored so you have to call, chat again, round and around.  It’s actually quite sophisticated Id say 9/10 probably just give up, which is likely the Zalandos desired outcome.  I had a call about a week ago, the woman I spoke to said she could see every email I had sent and copies of all the documents and it was with Payments but that's 5th time I've heard that. I picked up the Zalando thread on this site, circumstances exactly the same, advising that you can sue them using MCO, l effectively copied that advice and on 3/11/22 sent them Letter before Claim correspondence stating if my money is not refunded in 7 days I will take legal action.  I also copied in a woman I found on LinkedIn called Megan Maley Zalando's UK GM, she has a gmail account on LinkedIn I used, I messaged her on LinkedIn asking for help 2 weeks ago, no reply.  Love to be wrong but 99% certain will need to pursue through MCO and wanted to know what chances of getting money back through this are, if anyone has experience of using this process beginning to end ld appreciate any guidance of advice please thanks.

sheramber

You need an address.

They don't appear to have premises in UK. Headquarters are in Berlin,

How did you pay?

Debit/credit card ask bank for chargeback

Paypal= open a case

Watchpenny

Hi thanks l paid with a credit card and through PayPal.  I opened a PayPal case which is supposed to conclude on 13/11/22.  I recall opening a similar case with PayPal a good while back now and they never paid out, can l ask for a credit card charge back as well as PayPal?