Zalando wont refund..never received goods!

boblou128

Morning All, 

I placed an order on Zalando for 25x a certain Nike Duffle bag (£44.99 ea)  at the request of one of our clients. when it came to being delivered the Yodel driver, only bought 1 part of the shipment containing 5 bags,  he said he couldn't get the rest in his van that day, but it'll be back tomorrow.. after. days of waiting we contacted yodel to say we hadn't received and they advised that the missing part had been returned to sender..

as it was an urgent requirement we needed the bags so we order another 20  (which did turn up)

so as it stands we placed 2 large orders and one did turn up, one partially did, but we are down in monetary value to the tune of £899.. for goods we didn't even see..

we have since requested a refund from Zalando and have advised that the bags have been returned to sender from yodel, and yodel have proof that they have been returned and we have supplied this to them,  but zalando continue to trot out the line..

 "I am really sorry that our investigation team has denied the refund based on the information in the previous email. They conducted thorough checks and their decision is based on their findings.

Based on this, we are not able to proceed further with the investigation or refund."

I guess my question is.. where do I need to go from here, is it a legal route? a bank route? ive never encountered this level incompetence and almost brazen theft before.

has anyone had any similar encounters with Zalando? 

TonyMMM

Presumably this is a business related purchase, not a consumer one, so much of the usual  consumer law isn't relevant.

Looking at their website, I'm not 100% clear whether they are an actual supplier themselves, or a marketplace for other companies to sell through, or perhaps both - but they appear to be based in Germany, so your redress may have to be legal action there.

Alderbank

boblou128 said:

Morning All, 

I placed an order on Zalando for 25x a certain Nike Duffle bag (£44.99 ea)  at the request of one of our clients. when it came to being delivered the Yodel driver, only bought 1 part of the shipment containing 5 bags,  he said he couldn't get the rest in his van that day, but it'll be back tomorrow.. after. days of waiting we contacted yodel to say we hadn't received and they advised that the missing part had been returned to sender..

as it was an urgent requirement we needed the bags so we order another 20  (which did turn up)

so as it stands we placed 2 large orders and one did turn up, one partially did, but we are down in monetary value to the tune of £899.. for goods we didn't even see..

we have since requested a refund from Zalando and have advised that the bags have been returned to sender from yodel, and yodel have proof that they have been returned and we have supplied this to them,  but zalando continue to trot out the line..

 "I am really sorry that our investigation team has denied the refund based on the information in the previous email. They conducted thorough checks and their decision is based on their findings.

Based on this, we are not able to proceed further with the investigation or refund."

I guess my question is.. where do I need to go from here, is it a legal route? a bank route? ive never encountered this level incompetence and almost brazen theft before.

has anyone had any similar encounters with Zalando? 

Welcome to the Forum.

Can you confirm whether this was a consumer purchase i.e. for your own use as a private individual?

You say you ordered 25 Nike bags for one of your clients. That sounds like a business purchase.

boblou128

yes, it was for a business,  forgive me for the novice-ness of this post, its never happened to us before..

we run a printing company and our client who are a big sports computer game company requested these specific nike bags as a corporate gift,  our normal trade supplier who we use almost daily had sold out, as had nike themselves, and zalando had stock, so we plumped for them...we are subsequently regretting this decision!

I take it by the responses above, it may be a different case, consumer law v business law? is that correct

 
just trying to work out how best to proceed with it

user1977

boblou128 said:

I take it by the responses above, it may be a different case, consumer law v business law? 

Yes, you don't have any consumer rights, because you're not a consumer - this is a business-to-business transaction so your rights are primarily dictated by your contract. You're deemed to have had the ability to negotiate the terms and take legal advice (or at least enough business sense to know what you're doing).

So you need to look at whatever the supplier's terms were - they have terms on their website though those explicitly say they only apply to consumer sales, so I don't know where that leaves you if you didn't have different terms proposed to you.

boblou128

ahhhh.. ok, understood. we had no other terms proposed, so in effect we could be in a bit of a hole.

i've just checked, my wife put the order through under her name, but using our business card as payment, does this now make her a consumer,

knowing this, and with the information supplied above, we will prob need to go through the bank to seek a chargeback, 

SiliconChip

I don't know if chargeback is possible on business accounts, but if it is and the bank agrees to it I think there's a fair chance that Zalando will dispute it, and may even go the the stage of issuing court proceedings against you. From what you've said I think you may have enough evidence to defend a claim, but it's something you need to be aware of.

boblou128

we have just gotten of the phone from lloyds and we got put through to the fraud team, and the lady was very helpful. she has put the money back in our account for the time being and opened a dispute with them. which is a positive outcome thus far.. we will just need to see what develops

the thing I cannot get my head round in all this is how zalando have seemingly just dismissed it out of hand.. we have proof from yodel that the initial order has been returned to them its even timestamped. yet they're still hiding behind the 'internal investigation' line.  and have declared the case closed, with no means of escalation, or any conversation to be had from there on in.  

one look at trust pilot will give you all the heads up you need on them, if only we'd looked prior to placing the order 

 

AnonPoster

Hi Boblou,

I am currently going through a similar issue whereby there was an issue with delivery (damaged parcel, delivered to wrong address, missing item) but Zalando has dismissed it and declined a refund as a result of 'internal investigations'.

I have gone as far as to contact Yodel myself whom stated that they cannot act unless Zalando reaches out via their client portal - I have forwarded this request to Zalando, but as you can imagine they are still ignoring me.

Although I am from a consumer perspective, this is outrageous of Zalando... I wish you the best and hopefully we can get our issues resolved, especially when all Zalando did was make a decision through only internal investigations.

boblou128

Hey Anonposter,

I feel you... there internal investigations  are seemingly pointless and just their way of paying lip service to say 

'we're looking into it... we've looking into it, and guess what... were siding with ourselves'

hopefully we both can sort the issues out, and get the resolution we both want. I'll keep you posted about developments in my situation. 

our bank did advise us to send a letter to them stating that we have initiated a chargeback based on the evidence we have, etc... to give them the chance to rectify it themselves.