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Pages: 1 2

Zalando SE - Geckoo - 10-13-2021

So I used a refund service for a Zalando order of under 1k€. According to my limited knowledge he used FTID method.
Zalando isn’t buying it tho and are saying that they haven’t received the package and are telling me to contact DHL.
I have since tried to contact Zalandos CS a couple of times but was ghosted because the message of me contacting DHL comes up as soon as they put in the relevant information (name, order number).

It’s Zalando.de
Any suggestions on how to proceed?

RE: Zalando SE - mothered - 10-13-2021

Quote:he used FTID method.
Zalando isn’t buying it tho and are saying that they haven’t received the package
In future, don't use that piece of trash.

They're expecting the return, so I'd say they'll remain firm with their request to receive It.

Quote:I have since tried to contact Zalandos CS a couple of times
How did you try to contact them?

RE: Zalando SE - Geckoo - 10-13-2021

I tried live chat and was forwarded to CS cia Email

RE: Zalando SE - mothered - 10-13-2021

(10-13-2021, 11:11 AM)Geckoo Wrote: I tried live chat and was forwarded to CS cia Email
Give them a call.

RE: Zalando SE - Geckoo - 10-13-2021

What should I be ready for?
I mean I expect they’ll just say to call DHL and sort it out with them..

RE: Zalando SE - zahiro - 10-13-2021

Just say that you sent the return as normal with the shipping provided by zalando, so it is their role to contact DHL. If you were to send the return at your own expense with a label purchased by you, then you would be responsible for it, in which case Zalando is responsible for the package.

RE: Zalando SE - mothered - 10-13-2021

(10-13-2021, 12:52 PM)Geckoo Wrote: What should I be ready for?
I mean I expect they’ll just say to call DHL and sort it out with them..
The carrier's role Is to deliver goods, not evaluate claims.

The purchase was made with Zalando and serviced by their carrier partner (DHL), so If they have an Issue with DHL, that's their problem. They must deal with them directly on your behalf, which will Involve opening an Investigation.

RE: Zalando SE - Geckoo - 10-13-2021

I suppose the investigation is standard procedure, and will done in the background without my involvement.

Meaning I don't wanna get in trouble ...

RE: Zalando SE - mothered - 10-14-2021

(10-13-2021, 05:16 PM)Geckoo Wrote: I suppose the investigation is standard procedure, and will done in the background without my involvement.

Meaning I don't wanna get in trouble ...
Rest assured, an Investigation Is no cause for concern.

It's only required to collect Information and move forward with your claim.

RE: Zalando SE - Geckoo - 10-15-2021

(10-14-2021, 02:42 AM)mothered Wrote:
(10-13-2021, 05:16 PM)Geckoo Wrote: I suppose the investigation is standard procedure, and will done in the background without my involvement.

Meaning I don't wanna get in trouble ...
Rest assured, an Investigation Is no cause for concern.

It's only required to collect Information and move forward with your claim.


I’ve got news:

Called them yesterday and a lady assured me that it’s their fault and she will refund me the amount.

I get an email of the amount that will be refunded to me and it’s less than the one I payed.

I live chat with another lady and she tells me because of the amount of € in question they aren’t able to refund it whole that’s why she forwards my case to her supervisors in Payments Department.