[mothered]

because according to what they say, the articles were correctly packed in the box and the customer service agent made a mistake when making the refund.

Tell them to provide evidence demonstrating the goods were correctly packed.

[010restadero]

because according to what they say, the articles were correctly packed in the box and the customer service agent made a mistake when making the refund.

Tell them to provide evidence demonstrating the goods were correctly packed.

When the refund period ends and I still do not receive it, I will request it but after seeing how the emails were ignored and the terrible service, I doubt that they may answer me

[mothered]

after seeing how the emails were ignored and the terrible service, I doubt that they may answer me

If need be, generate 20 emails a day to every department until you receive a reply.

[010restadero]

after seeing how the emails were ignored and the terrible service, I doubt that they may answer me

If need be, generate 20 emails a day to every department until you receive a reply.

I will certainly take it into consideration. I will update in the future according to the result.

[mothered]

after seeing how the emails were ignored and the terrible service, I doubt that they may answer me

If need be, generate 20 emails a day to every department until you receive a reply.

I will certainly take it into consideration. I will update in the future according to the result.

Do note that Zalando are known to give buyers the runaround, so be sure to remain firm with your claim.

[010restadero]

Update. @mothered

After several contradictions about whether I will receive a refund for the returned items, finally they tell me that they will not proceed with the refund.

But what is truly serious and surprising is that since my "balance" is negative, they have asked me to deposit the difference (50-80€) into a checking account.

And, they add that in the case of not doing so, they will refer the debt to a default management agency to exercise their collection rights and even initiate legal proceedings


What I think I should do is the following:


Request the chargeback, attaching recordings, emails, images of how the package arrived and even a video of how it was opened.

The problem would be that this will reach a court since for a Se'er it is not very appropriate

[mothered]

After several contradictions about whether I will receive a refund for the returned items, finally they tell me that they will not proceed with the refund.

What was their exact reply?

But what is truly serious and surprising is that since my "balance" is negative, they have asked me to deposit the difference (50-80€) into a checking account.

And, they add that in the case of not doing so, they will refer the debt to a default management agency to exercise their collection rights and even initiate legal proceedings

^ This holds no grounds If the claim was declined for all the wrong reasons.

You first need to establish why It was declined, and whether or not the decision Is justified.

What I think I should do is the following:

Request the chargeback, attaching recordings, emails, images of how the package arrived and even a video of how it was opened.

If all evidence Is In support of your claim, by all means hit a chargeback.

The problem would be that this will reach a court since for a Se'er it is not very appropriate

To them and everyone Involved, you're not an SE'er, but rather a legit customer who simply filed a claim.

[010restadero]

After several contradictions about whether I will receive a refund for the returned items, finally they tell me that they will not proceed with the refund.

What was their exact reply?

I have received many responses (contradictory as to whether or not I was going to receive the refund, and when I was going to receive it).  But the definitive one is the one that indicates that it asks me for payment.

^ This holds no grounds If the claim was declined for all the wrong reasons.

You first need to establish why It was declined, and whether or not the decision Is justified.

They only see that I have been reimbursed by mistake and that I owe money them

To them and everyone Involved, you're not an SE'er, but rather a legit customer who simply filed a claim.

Today I am a legitimate buyer, but tomorrow if something goes wrong again it would be a lot of coincidence to continue being someone legitimate.

On the other hand, in your years of experience, have you seen a case like this in Zalando?

Do you think they will keep their word and go to court?

[mothered]

They only see that I have been reimbursed by mistake and that I owe money them

That's what they believe, but Is It the case?

As said:

You first need to establish why It was declined, and whether or not the decision Is justified.

Today I am a legitimate buyer, but tomorrow if something goes wrong again it would be a lot of coincidence to continue being someone legitimate.

Why?

Be It legitimate or not, errors are Inevitable.

On the other hand, in your years of experience, have you seen a case like this in Zalando?

Not with Zalando.

Do you think they will keep their word and go to court?

It's a mediocre claim, hence If they pursue It, It'll be a slap on the wrist.

[010restadero]

[quote="010restadero" pid='1141253' dateline='1662126365']
They only see that I have been reimbursed by mistake and that I owe money them

That's what they believe, but Is It the case?

As said:

You first need to establish why It was declined, and whether or not the decision Is justified.

This is the situation with aproximatly figures.
300€ order,


180€ claimed with PEB.
They after ignoring me decide not to refund me.
Then I am lucky and an agent reimburses me the 180€.
A few minutes after hanging up the call they tried to charge me for the refunded amount (180€) , but they couldn't because the card doesn't allow payments, only refunds.

Days later I receive the refund.
For some reason instead of canceling it they chose to make a charge.

Weeks later I return the items that "if I received"

120€ corresponding to returned items.

They receive them and an automatic email tells me that the value is subtracted from my "debt".

Result: -60€.

Over the next few weeks some agents claimed that I would receive a refund, but the truth is that it definitely seems that they have chosen to make me responsible for absolutely everything by denying the refund of the items sent and asking for the difference.

They clearly state in their t&c that returns will be returned to the original payment method but they don't care at all.

They also don't care about the contradictions or the images that the box arrived in a deplorable state.

It's amazing how a customer service department can turn a seemingly legitimate claim into a debt in their favor.

At the moment I have not responded to your contact with legal threats, but I'm thinking of responding by attaching the video I made of how I opened the box and items were missing.
I did not attach it before because it was not 100% perfect. Maybe 75%.
Although after all, with great certainty they ignore it