Zalando refuses to refund – and keeps my returned item!
I am deeply disappointed with Zalando's customer service and handling of my return.
I returned an order (Order No. 10101621361911) using their official return process and have clear proof of delivery via Hermes. Zalando even confirmed that the parcel arrived at their warehouse.
Despite this, they refuse to refund me, claiming that the item was not inside the box – without providing any proof or even listing what was received. I submitted all required documentation, including their "Legal Statement" and the return receipt.
I also asked Zalando to return the contents of the parcel if they weren't able to process a refund. They ignored that too.
Their support team is completely unhelpful: they simply send template responses, repeatedly ask for documents I already sent, and clearly don’t read previous messages. It feels like a black hole. It's been almost half of a year already.
As it stands now, Zalando has:
My returned parcel
My money
And no intention of returning either
In other words: they have appropriated my property.
I’ve filed a complaint with German consumer protection authorities (Verbraucherzentrale) and will escalate this case legally if necessary.
I used to trust Zalando. Never again.