Do not use Zalando Lounge! I had the worst experience ever! I had placed an order the 25th of August, as soon as I got the confirmation I noticed it had my old address therefore I went to change it right away on my profile and wrote and e-mail to them directly to rectify the mistake as i know orders don't leave in the middle of the night. I got a reply 2 days later from Francesca who just said sorry we can not change the address! and also an email saying my order has left and was on it's way. I mean they could have read my email and correct it as the order left two days after I emailed.
Somebody else was going to receive my order??? they did not care! I called and Michael was rude and the same, sorry we can't change it and there's nothing we can do. it will be sent to the old address and nothing.
Then I received an email again from them Ana saying the same thing, ok then I received a second email from Aurore who said no problem we will change the address and send it to your new address. I track the package and it was in GERMANY NOW, had just left, which it means my package was never out, was traveling from Sweden to Germany and now they told me it will come in a week... when I am leaving for my two weeks holidays to Central America,...
I called back to ask when exactly so i can perhaps have someone to be at my place to collect it. Then Francesca answered and she was like oh no the parcel comes to the nearest post office? they don't go to the homes directly! I was like but that's what you said from the starts and that's why I wanted you to change the address!!! OMG! Francesca was not helpfully, rude, and did not care at all if i was an unhappy costumer. She pretty much said not my problem if you don't like it. Terrible costumer service ever, never been treated as poorly by a staff member. She just lost Zalando lounge a costumer and did not care!
Shame on this company I will never use them again! and if you do watch out for the staff specially the rude Francesca because they don't care at all about their costumers! i wish i could leave a 0 star
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