In mid-August, Mike H.* (18) ordered a package from Zalando. for 440 francs. This will be delivered on August 24. But not to Mike H., but to the wrong address.
The reminder then crashes into Mike H.’s house. But neither the parcel nor the invoice reached the apprentice. When you follow up with Zalando, customer service tells him that the specialist department is handling the case. He must be patient.
Research was long ago
Nothing happens. When Mike H. finally asked the post office, they confirmed that the postman delivered the package to the wrong address. Zalando never filed for investigation, contrary to Zalando’s statement that the case was being pursued. “Zalando customer service lied to me,” says Mike H. Problem: Swiss Post can only process orders of CHF 100 or more if the mail ordering company makes a corresponding request.
When Mike H. receives confirmation of the misdelivery from the post office, he forwards it to Zalando. “I sent Zlando over 20 emails and chatted with customer service as well,” says Mike H.
He also had more than five hours of phone calls with Zalando and Post in November alone. This is indicated by the call logs that Blick can use. According to his own statement, H. made many more phone calls in September and October.
Once I was told that Zalando stopped the reminders. Then the next reminder fluctuates – until the threat of collection. When it comes to customer service, Mike H. always has to deal with a different person. It is comforting every time.
At one point, a customer service representative even tells him to contact the police. Zalando did not request any investigation.
Zalando only reacted more than three months later.
At the beginning of December, Mike H. was fed up. Writes a final email to Zalando. with the notice period. Otherwise, it will initiate legal action. Then Zalando answers. Even if it is not within the specified deadline. Zalando tells Mike H. that he doesn’t have to pay for the package.
Still, Mike H. receives another letter from the debt collection agency. Default fares are now CHF 175. The debt collection agency gives Mike H. three days to pay the approximately 700 francs. “I find it very questionable how Zlando treats its customers,” he says.
Zalando apologized.
As a spokesperson said upon request, Zalando deeply regrets the incident. According to Zalando, the package was not delivered to the wrong address until November 18. So almost three months after the order. The cancellation of the order again took until 9 December. “We apologize for the delay in processing,” the spokesperson said.
But it went even further back and forth for Mike H. What he didn’t know so far: An item in the order was shipped in a second package by a Zalando partner. As a quote confirms, this too was delivered to the wrong address by the post office. Here, too, Zalando claims that the package arrived first.
“I don’t believe a word of Zalando anymore,” he says. Mike H. no longer has to pay his 700 franc collection claim.
* Surname edited by editor
Source :Blick
I’m Tim David and I work as an author for 24 Instant News, covering the Market section. With a Bachelor’s Degree in Journalism, my mission is to provide accurate, timely and insightful news coverage that helps our readers stay informed about the latest trends in the market. My writing style is focused on making complex economic topics easy to understand for everyone.
