[jefff]

Hi, I recently ordered ~$250 glasses from zalando on an aged account with a dozen orders and only one refund.
When the glasses arrived, I decided to use the MEB method, so I wrote on their support chat that after opening the package and the original manufacturer's packaging in the glasses case, I did not find the glasses, only the case with papers from the manufacturer. I also mentioned, of course, that the package did not appear to be opened.
The chat employee wrote that he would transfer my case to another department and asked me to fill out a legal statement.
So I filled out this legal statement and signed it. After a few days, I received a reply from them that reads:
" Our warehouse has investigated and confirmed that all items you ordered have been scanned and properly packaged and sent to you in the received package.
In addition, we are not aware of any incident with your package in transit and assume it has reached you in acceptable condition with all ordered items included in the package. Therefore, we cannot offer you a refund. "

They treated it as an empty box or what? I'm trying to refer to it now and I sent them a photo of an empty case without glasses with only papers but I have a feeling it's going to be difficult.
Do you have any advice? I recently read here on the forum that someone easily managed to MEB for glasses on zalando, so what did I do wrong?

---

The glasses themselves weigh only 34 grams..

[Catcatdog]

Hi, I recently ordered ~$250 glasses from zalando on an aged account with a dozen orders and only one refund.
When the glasses arrived, I decided to use the MEB method, so I wrote on their support chat that after opening the package and the original manufacturer's packaging in the glasses case, I did not find the glasses, only the case with papers from the manufacturer. I also mentioned, of course, that the package did not appear to be opened.
The chat employee wrote that he would transfer my case to another department and asked me to fill out a legal statement. 
So I filled out this legal statement and signed it. After a few days, I received a reply from them that reads:
" Our warehouse has investigated and confirmed that all items you ordered have been scanned and properly packaged and sent to you in the received package.
In addition, we are not aware of any incident with your package in transit and assume it has reached you in acceptable condition with all ordered items included in the package. Therefore, we cannot offer you a refund. "

They treated it as an empty box or what? I'm trying to refer to it now and I sent them a photo of an empty case without glasses with only papers but I have a feeling it's going to be difficult.
Do you have any advice? I recently read here on the forum that someone easily managed to MEB for glasses on zalando, so what did I do wrong? 

---

The glasses themselves weigh only 34 grams..

I’ve got similar cases with another online retailer. Unfortunately most of the time the costumer support agent is just Braindead - can’t actually understand your case correctly. Have you tried to contact customer support again until you hit someone with a brain?
They actually misunderstood you I think..

[nothing is real]

Like the other person said, contact them again and try double down about how annoyed you are with their response considering you supposedly have been scammed for $250 by them, chase them up

[jefff]

Hi, I recently ordered ~$250 glasses from zalando on an aged account with a dozen orders and only one refund.
When the glasses arrived, I decided to use the MEB method, so I wrote on their support chat that after opening the package and the original manufacturer's packaging in the glasses case, I did not find the glasses, only the case with papers from the manufacturer. I also mentioned, of course, that the package did not appear to be opened.
The chat employee wrote that he would transfer my case to another department and asked me to fill out a legal statement. 
So I filled out this legal statement and signed it. After a few days, I received a reply from them that reads:
" Our warehouse has investigated and confirmed that all items you ordered have been scanned and properly packaged and sent to you in the received package.
In addition, we are not aware of any incident with your package in transit and assume it has reached you in acceptable condition with all ordered items included in the package. Therefore, we cannot offer you a refund. "

They treated it as an empty box or what? I'm trying to refer to it now and I sent them a photo of an empty case without glasses with only papers but I have a feeling it's going to be difficult.
Do you have any advice? I recently read here on the forum that someone easily managed to MEB for glasses on zalando, so what did I do wrong? 

---

The glasses themselves weigh only 34 grams..

I’ve got similar cases with another online retailer. Unfortunately most of the time the costumer support agent is just Braindead - can’t actually understand your case correctly. Have you tried to contact customer support again until you hit someone with a brain?
They actually misunderstood you I think..

I agree, EU zalando and amazon are the worst customer service I've ever dealt with. I don't know why their customer service in Europe has to be so backwards. I have no idea how they got jobs there. They don't care what you say, they just send you a statement to sign every time.
I explain that there were only glasses in the case and they refer to the fact that they packed the product correctly, which is no proof because they could not check what was inside the case since the case was factory packed in foil...
I tried to write them again, explain everything to them in detail but they keep making me fill out another ridiculous statement and wait for the results of the investigation I already got once, completely pointless.

---

Like the other person said, contact them again and try double down about how annoyed you are with their response considering you supposedly have been scammed for $250 by them, chase them up

The thing is that they can't understand that only the glasses were missing from the case and they make me fill out a statement regarding a lost or stolen package. Their reps are braindead.

[jefff]

@mothered What do you think about this situation? How can I convince them to give me a refund? They keep writing that their warehouse confirms the correct packing of the item in the package. I'm slowly giving up...

[JoeBarbaro]

Ask them to send you a proof that the item was fully enclosed in its packaging when they packed your shipment.

If they really investigated they must have video proof of an employee opening the glasses box, showing they are indeed enclosed, and then putting it back into the box, putting the box into the shipping box and taping it shut.

If they can’t provide that, then you should insist on a refund

[ruonis55]

In the previous topics about zalando, mothered mentioned that they have CCTV cameras. It could be reason that's why it's hard to get a refund from them.

[jefff]

In the previous topics about zalando, mothered mentioned that they have CCTV cameras. It could be reason that's why it's hard to get a refund from them.

Yes, and I was aware of it, but even with these CCTV cameras they can't check the internal content of the product, especially since the glasses case were packed in the original sealed manufacturer's foil, so the MEB should work normally. I don't know what's going on with them...

---

Ask them to send you a proof that the item was fully enclosed in its packaging when they packed your shipment.

If they really investigated they must have video proof of an employee opening the glasses box, showing they are indeed enclosed, and then putting it back into the box, putting the box into the shipping box and taping it shut.

If they can’t provide that, then you should insist on a refund

I asked them exactly the same thing you wrote but they keep blowing me off and dodging my questions as much as they can. They do not directly answer the question, they only apologize for not being able to give me a refund and that each such case is thoroughly investigated and treated individually by them.
They don't send any video evidence so I don't think they even have it.

They keep sending something like:
"Our warehouse has confirmed that all items you ordered have been scanned and packed into your package. This is an unusual situation, and when it happens occasionally, our specialized team treats each order individually. After a thorough investigation, we regret to inform you that we are unable to offer a refund."

[JoeBarbaro]

In the previous topics about zalando, mothered mentioned that they have CCTV cameras. It could be reason that's why it's hard to get a refund from them.

Yes, and I was aware of it, but even with these CCTV cameras they can't check the internal content of the product, especially since the glasses case were packed in the original sealed manufacturer's foil, so the MEB should work normally. I don't know what's going on with them...

---

Ask them to send you a proof that the item was fully enclosed in its packaging when they packed your shipment.

If they really investigated they must have video proof of an employee opening the glasses box, showing they are indeed enclosed, and then putting it back into the box, putting the box into the shipping box and taping it shut.

If they can’t provide that, then you should insist on a refund

I asked them exactly the same thing you wrote but they keep blowing me off and dodging my questions as much as they can. They do not directly answer the question, they only apologize for not being able to give me a refund and that each such case is thoroughly investigated and treated individually by them.
They don't send any video evidence so I don't think they even have it.

They keep sending something like:
"Our warehouse has confirmed that all items you ordered have been scanned and packed into your package. This is an unusual situation, and when it happens occasionally, our specialized team treats each order individually. After a thorough investigation, we regret to inform you that we are unable to offer a refund."

Again ask them for video evidence that that shows how a worker opens the glasses' box, shows the item is inside, and closes it, puts it in the shipping box.

If they come up with a bs response again, then escalate your claim to a higher level.
Don't ever let them feel they're above you! You are in right here! You have received an empty f*cking glasses box

[jefff]

In the previous topics about zalando, mothered mentioned that they have CCTV cameras. It could be reason that's why it's hard to get a refund from them.

Yes, and I was aware of it, but even with these CCTV cameras they can't check the internal content of the product, especially since the glasses case were packed in the original sealed manufacturer's foil, so the MEB should work normally. I don't know what's going on with them...

---

Ask them to send you a proof that the item was fully enclosed in its packaging when they packed your shipment.

If they really investigated they must have video proof of an employee opening the glasses box, showing they are indeed enclosed, and then putting it back into the box, putting the box into the shipping box and taping it shut.

If they can’t provide that, then you should insist on a refund

I asked them exactly the same thing you wrote but they keep blowing me off and dodging my questions as much as they can. They do not directly answer the question, they only apologize for not being able to give me a refund and that each such case is thoroughly investigated and treated individually by them.
They don't send any video evidence so I don't think they even have it.

They keep sending something like:
"Our warehouse has confirmed that all items you ordered have been scanned and packed into your package. This is an unusual situation, and when it happens occasionally, our specialized team treats each order individually. After a thorough investigation, we regret to inform you that we are unable to offer a refund."

Again ask them for video evidence that that shows how a worker opens the glasses' box, shows the item is inside, and closes it, puts it in the shipping box.

If they come up with a bs response again, then escalate your claim to a higher level.
Don't ever let them feel they're above you! You are in right here! You have received an empty f*cking glasses box

I must have written with 15 different agents via chat and e-mail, asking them to escalate the matter to the highest department, but they don't give a shit. It's a pain in the ass, the refund won't go through they write that they have no such possibility since their "case verification" department thoroughly investigates all such cases. Maybe it's because they've been hit too much in recent years. One agent also wrote to me that they don't have video of packing packages so I would probably win a chargeback because they have no evidence but I can't do it because I recently did one on my card and I don't want to risk it.

These are the answers from them and after that they immediately close the chat:

"The case has been very thoroughly verified by the relevant department, we have already informed you about everything. All information has already been provided to you, so due to the lack of new questions, I have to end the chat. Have a nice day!"