[rodnick]

Update again-

Email come through today from them letting me know they’ve been in touch with the courier and they confirmed it was placed in an area and tracking info shows that but I’m saying I didn’t receive package.
Asked me to fill in a legal statement confirming I didn’t receive, I’m going to go ahead with this. Feeling pretty confident so far as I think the parcel not being handed to me was massively in my favour.

Did you get the refund? Is DNA Easy with Zalando?

Id go with a partial. Worked for me for a £300 refund on a £700 order, then just returned around £350.
Faster, no investigation and you can just return whatever straight after.
OP couldve saved time and not had to fill out a legal document by paying a couple hundred quid more to do a partial.
But then again you do need the extra money to do it.

[mothered]

Still waiting for an update on this, customer service is awful and every single rep just says the same “waiting for reply from our internal dedicated team” before we can issue a refund, this is on the phone and live chat.

Everytime I ask for a complaints email they tell me to use the usual customer service one I am already in contact with and they all reply the exact same thing every time.

It's typical of Zalando to give you the runaround, particularly with Investigations.

Does anyone have any tips on how to proceed with this?

Request your claim be escalated on the grounds of noncompliance to your concerns.

[D1919]

Still waiting for an update on this, customer service is awful and every single rep just says the same “waiting for reply from our internal dedicated team” before we can issue a refund, this is on the phone and live chat.

Everytime I ask for a complaints email they tell me to use the usual customer service one I am already in contact with and they all reply the exact same thing every time.

It's typical of Zalando to give you the runaround, particularly with Investigations.

Does anyone have any tips on how to proceed with this?

Request your claim be escalated on the grounds of noncompliance to your concerns.

Been over a month now since I first spoke to them and 3 weeks since I signed the legal form with no acknowledgement of it, they’re well and truly giving me the runaround.

Would you suggest putting that in an email to request a escalation?

[mothered]

Been over a month now since I first spoke to them and 3 weeks since I signed the legal form with no acknowledgement of it, they’re well and truly giving me the runaround.

Would you suggest putting that in an email to request a escalation?

Everything they've failed to comply with.

The legal document you've mentioned, Is a perfect example.

[D1919]

Been over a month now since I first spoke to them and 3 weeks since I signed the legal form with no acknowledgement of it, they’re well and truly giving me the runaround.

Would you suggest putting that in an email to request a escalation?

Everything they've failed to comply with.

The legal document you've mentioned, Is a perfect example.

Brilliant thanks Mothered I will proceed with your suggestions and fingers crossed someone takes a different approach.

Will report back once I have an update on the SE

[mothered]

Brilliant thanks Mothered I will proceed with your suggestions and fingers crossed someone takes a different approach.

Will report back once I have an update on the SE

You're most welcome.

Hopefully they'll wake up to themselves and see reason.

[D1919]

Brilliant thanks Mothered I will proceed with your suggestions and fingers crossed someone takes a different approach.

Will report back once I have an update on the SE

You're most welcome.

Hopefully they'll wake up to themselves and see reason.

Refund email has just come through, they replied to my email of what you suggested to say and said the courier company have “lost” my parcel in transit to me.

Thanks so much for the suggestion Mothered it’s really appreciated! I found every zalando support email I could and sent it off to all of them and it seems to have been listened too. 400+ order success

[mothered]

Refund email has just come through, they replied to my email of what you suggested to say and said the courier company have “lost” my parcel in transit to me.

The power of manipulation has yet again proven Its effectiveness In penetrating the defence of customer service reps.

A job well done, congrats.

Thanks so much for the suggestion Mothered it’s really appreciated!

You're very welcome, It's my pleasure.

I found every zalando support email I could and sent it off to all of them

I'm glad you used that approach.

I always suggest It, regardless of whether or not the department Is relevant. Someone Is bound to reply - as you've experienced.

[D1919]

Refund email has just come through, they replied to my email of what you suggested to say and said the courier company have “lost” my parcel in transit to me.

The power of manipulation has yet again proven Its effectiveness In penetrating the defence of customer service reps.

A job well done, congrats.

Thanks so much for the suggestion Mothered it’s really appreciated!

You're very welcome, It's my pleasure.

I found every zalando support email I could and sent it off to all of them

I'm glad you used that approach.

I always suggest It, regardless of whether or not the department Is relevant. Someone Is bound to reply - as you've experienced.

Yep definitely, it’s almost like they fumbled at the point of me threatening them? I added on I would take legal action and they’ve been non compliant with all of my replies so far… (not sure how much an empty threat of taking legal action against an enormous company like that will go) but it seemed to have work so moving forward I’ll think I’m god using that method, ha!

Usually I would reply to their service@Zalando email but found -

Revocation@Zalando
Partner@Zalando
Service@Zalando

Albeit I received an email from service but possibly it was forwarded on as they definitely didnt acknowledge them any other time - unless it was purely coincidence!

Thanks again Mothered!

[mothered]

Yep definitely, it’s almost like they fumbled at the point of me threatening them? I added on I would take legal action and they’ve been non compliant with all of my replies so far… (not sure how much an empty threat of taking legal action against an enormous company like that will go)

They're not aware of your personal circumstances and financial status - you may well be In a position to afford a very good lawyer.

It definitely played some role with the claim's success.

Usually I would reply to their service@Zalando email but found -

Revocation@Zalando
Partner@Zalando
Service@Zalando

Albeit I received an email from service but possibly it was forwarded on as they definitely didnt acknowledge them any other time - unless it was purely coincidence!

Whatever the case may be, they acknowledged your correspondence.

Thanks again Mothered!

You're always welcome.