[Kikibosum]

@mothered I ordered a package on Zalando a week ago, which I picked up in a shop a week ago. The package contains a jacket that weighs about 500g I would say. I have withdrawn the package without ID, without signatures, being masked and incognito because the business contains cameras. I applied the DNA method by chat, they informed me that the package had been delivered, then made me fill out a declaration on honor. Thirty minutes after sending this declaration, an email tells me: Sorry but we can't give you a refund, the package has been removed. The chat conversations do not lead to anything, the representatives close the chat on the nose. So I call by phone, I get an answer from a lady telling me that she will forward my claim to the refund department to be reconsidered. So I call to get an answer, they tell me it stays the same. So I explained that yes, the relay point had removed the package, but that a mistake was human and that it is possible that she simply gave the package to the wrong person. I added that according to the law, as long as the customer does not take possession of the goods, the responsibility lies with Zalando. She then explained to me that according to them, the customer has taken possession of the goods. I explain my dispute, and I ask for clarification, but especially evidence, such as signature, photographic evidence, etc. ... At this point, she explains that this call is recorded and that she transmits it to the concerned team and I will have an answer within 48 hours. What should I do? Any other feedback on Zalando?