(05-05-2023, 09:39 PM)jefff Wrote: 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? 

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The glasses themselves weigh only 34 grams..

(05-05-2023, 10:28 PM)Catcatdog Wrote:

(05-05-2023, 09:39 PM)jefff Wrote: 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? 

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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..

(05-05-2023, 11:11 PM)nothing is real Wrote: 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

(05-10-2023, 08:11 PM)ruonis55 Wrote: 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.

(05-10-2023, 07:18 PM)JoeBarbaro Wrote: 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

(05-10-2023, 11:24 PM)jefff Wrote:

(05-10-2023, 08:11 PM)ruonis55 Wrote: 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...

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(05-10-2023, 07:18 PM)JoeBarbaro Wrote: 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."

(05-11-2023, 07:17 AM)JoeBarbaro Wrote:

(05-10-2023, 11:24 PM)jefff Wrote:

(05-10-2023, 08:11 PM)ruonis55 Wrote: 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...

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(05-10-2023, 07:18 PM)JoeBarbaro Wrote: 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