[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? 

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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..

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.

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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.