[010restadero]

Hello everyone,

I Failed my second peb on Zalando.

Aged account, less than 500€, 11 pieces and 5 claimed, almost 3kg in total, I claimed about 1.2kg

The process has been the next:

I received the order and claim the peb the same day, at the beginning of June.

I contact them via chat and hours later they provide me with their typical document.

I filled it out and sent it to they

So far all the same day.

They inform me that in a maximum of 14 days I will receive an answer.

in total it has taken more than a month to answer me and deny the refund.

In previous contacts where I asked about the delay, other agents confirmed to me via chat that they were in the payment department to make the refund.

The only thing that I have answered in the first refusal of the refund is that I have never requested the refund and really what I want are the missing pieces.

In addition, I sent them some images where you can see that the package arrived in very bad condition and apparently tampered with.

the answer was the same.  refund denial.

From here, should I send the screenshot where they confirmed the refund via chat?  What would you recommend in this situation?


thanks in advance, a greeting.

[HEIS]

and how did they justify refund denial? what was their full answer?

[010restadero]

and how did they justify refund denial? what was their full answer?

Thanks for your response.

This is the full answer

We have examined your request and carried out all the necessary inquiries. I'm afraid we can't offer you a refund at this time, as our warehouse has confirmed to us that all the items in your order have been scanned, packed and shipped correctly in the package you received.

[mothered]

This is the full answer

We have examined your request and carried out all the necessary inquiries.  I'm afraid we can't offer you a refund at this time, as our warehouse has confirmed to us that all the items in your order have been scanned, packed and shipped correctly in the package you received.

^ This Is Irrelevant to your comment below - they've completely Ignored your correspondence.

I sent them some images where you can see that the package arrived in very bad condition and apparently tampered with.

Tell them to provide evidence of the goods In the package at the time It was delivered to your address.

[010restadero]

This is the full answer

We have examined your request and carried out all the necessary inquiries.  I'm afraid we can't offer you a refund at this time, as our warehouse has confirmed to us that all the items in your order have been scanned, packed and shipped correctly in the package you received.

^ This Is Irrelevant to your comment below - they've completely Ignored your correspondence.

I sent them some images where you can see that the package arrived in very bad condition and apparently tampered with.

Tell them to provide evidence of the goods In the package at the time It was delivered to your address.

Done. Thanks for your response.

I will quote you when I have a response.

[mothered]

Done. Thanks for your response.

You're welcome.

I will quote you when I have a response.

Please do.

[010restadero]

Done. Thanks for your response.

You're welcome.

I will quote you when I have a response.

Please do.

No response at the moment. I have the feeling that they ignore me.

What to do in these cases?

[mothered]

No response at the moment.  I have the feeling that they ignore me.

What to do in these cases?

How many times have you contacted them asking to attend to your request?

[010restadero]

No response at the moment.  I have the feeling that they ignore me.

What to do in these cases?

How many times have you contacted them asking to attend to your request?

After exceeding the 14 days that they indicated to me to carry out the investigation (more than 30 days in total) I contacted twice to ask in chat and once again in email.

At this last time, I only sent them an email indicating what you advised me

[mothered]

After exceeding the 14 days that they indicated to me to carry out the investigation (more than 30 days in total) I contacted twice to ask in chat and once again in email.

At this last time, I only sent them an email indicating what you advised me

They've had ample time to reply accordingly.

Keep contacting them until you receive an update on your claim.