I have use the Swiss based Zalando app regularly but in December I paid for my last order twice by accident. I sent numerous emails with proof of the double payment, and received a reply from Zalando saying they did not have enough information to locate the double payment. I got my bank involved, who confirmed that two payments were made, one on 19 December and the second on 22 December, I sent Zalando the emails from my bank - no reply. I then called them the following week, spoke with a customer service representative who, after speaking with the finance team, informed me that I would receive a refund in the next couple of days. Nothing arrived. I called again today, and was told that the second payment was used to pay off an old outstanding amount from 2020, which just happened to be for the exact same mount of 152CHF!!!!!! This situation is absolutely abhorrent, completely unprofessional and an absolute disgrace. It seems basic common sense is missing from everyone working in this company.
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