Zalando Refusing to Refund or Help with Missing Item

Hi All,

I made my first purchase on Zalando last week for two of the same jackets but in different sizes to try.

A few days later I got an email from Yodel, the delivery company, that they delivered my parcel to my 'front porch', mind you I live in a flat and did not set a safe place - there was never an option. When I got my parcel, it was in front of my neighbours door but it was damaged. Concerned, I opened it and only found one of two items I ordered. The missing item is valued £250+.

I contact Zalando via email about the missing item and provided them with what they wanted, a signed statement and copy of my ID. A day later, they sent me an email refusing to refund or help me, saying they thank me for my understanding which is infuriating.

I contacted Yodel directly who said they cannot do anything about it unless Zalando contacts them themselves. At this point, the tracking did not have an image of delivery uploaded on the app - but soon after this chat, there was an image available with the package delivered in front of my neighbours door. The picture is incredibly bad quality so the condition of the package cannot be seen.

After I contacted Zalando via phone call but customer services said they could do nothing since the department that declined my refund cannot be overwritten by them - they cannot do anything and cannot contact that department. They also said they cannot let me speak to their manager. So I emailed Zalando services again in the original chain attaching the chat transcript I had with Yodel to request that they contact Yodel using their client portal.

It's been over 48 hours and two emails later chasing, and they haven't responded since the declining email...

What can I do? What are my rights? I feel like I need to go through my credit card bank to sort this out. My hands are tied...

Any advise would be helpful. Thank you.

Comments

  • Alderbank
    Alderbank Posts: 2,698
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    You have no contract with Yodel. Their B2B contract is with Zalando so they will only talk to Zalando.

    Zalando is not a UK company. They are a German company, their registered office is in Berlin. Your UK consumer rights are only with UK sellers.

    Since Zalando will not talk to you any more, your best plan as you indicate is to raise a dispute with your credit card provider. Because the item value is >£100 they have equal liability.
  • Alderbank said:
    You have no contract with Yodel. Their B2B contract is with Zalando so they will only talk to Zalando.

    Zalando is not a UK company. They are a German company, their registered office is in Berlin. Your UK consumer rights are only with UK sellers.

    Since Zalando will not talk to you any more, your best plan as you indicate is to raise a dispute with your credit card provider. Because the item value is >£100 they have equal liability.
    Thanks Alderbank, I will give Zalando a few more days to respond. If they don't I will go through my bank and update.
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