Zalando refusing refund

RBabbo

Hi,
Has anyone else had problems with getting a refund from Zalando? I returned a pair of trainers, unopened, via their delivery partner Evri. Two weeks later I had heard nothing from them and not had a refund. After contacting customer services and filling in various forms, they finally said that I would not be receiving a refund because the item returned was not the same as the item they delivered. This is absolute nonsense - there was only one item in the package and it was returned immediately, unopened, in the same box. There seems to be no complaints department at Zalando and I'm now £90 out of pocket. I have no idea what to do next! Any thoughts? 

the_lunatic_is_in_my_head

Seems to be a Germany company OP, could try a chargeback with your card provider, chargeback won't enforce consumer rights so bank should look at whether they've followed their return policy. 

Not sure how the bank looks at these kinds of issues and whether the retailer is expected to show the return had issues @born_again might know more. 

born_again

Do you have proof of delivery?

While you say returned via their delivery partner, did retailer arrange & pay for this?

I'm a bit worried by.
I returned a pair of trainers, unopened,
item returned was not the same as the item they delivered. This is absolute nonsense - there was only one item in the package and it was returned immediately, unopened, in the same box.

If you did not open, how do you know what was in the box.

Why did you not check what was in the box, as seems odd behaviour to order, not open & return a product.