[Pikachiu]

Hello, I need help with Zalando DNA. I wrote to them that my package didn't arrive, and they told me that the shipping company had delivered it and sent me a proof with a signature (not mine). What should I do next? Should I say that I received the item but it's missing some items (because Zalando and Itella, the shipping company, have written different parcel weights (the difference is 450g.))?

[ruonis55]

If you started with one story and tell them another, sounds quite strange, don't you think so? Saying that you not received any items and then saying you received but some of them was missing. Why not say that the signature is not yours?

[Pikachiu]

Yee, I agree with you that it sounds strange, but they can still say that the tracking number and the document show that the package was delivered... Okay, I will write to them that I do not recognize the signature on the document they sent and it does not match mine. I wonder what their next steps in the investigation will be.

[lucabrasi777]

Hello, I need help with Zalando DNA. I wrote to them that my package didn't arrive, and they told me that the shipping company had delivered it and sent me a proof with a signature (not mine). What should I do next? Should I say that I received the item but it's missing some items (because Zalando and Itella, the shipping company, have written different parcel weights (the difference is 450g.))?

Ask them who that man they give him your boxe? Its their fault. Changes Stories isn't good way I think

[Pikachiu]

Update:
I have got message that: "We have started an investigation with the carrier Itella; the carrier has confirmed that you have actually collected the package. Thank you for your understanding."

Before that, they have asked me to send a photo of the document and to fill in the sent document...

Any offers what do next?

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Should I ask for additional proof?

Another inconsistency is that the document that was sent to me with signature proof, does not coincide with the actual receipt of the shipment.

*The house is protected by video cameras, maybe I should have given them a video recording when the courier was not present at the time when it is stated that the package was delivered?