Jeg er meget skuffet over min seneste oplevelse med Zalando.
Jeg købte en vare for mindre end 30 dage siden. Den har været brugt meget lidt og viste sig at være defekt. Jeg kontaktede straks kundeservice for at returnere den og gjorde det klart, at jeg ikke har nogen intention om at beholde et defekt produkt.
Da jeg i øjeblikket bor uden for Spanien, nægter Zalando dog at dække returfragten, selvom varen er defekt. De forventer, at jeg selv betaler for international returfragt for en fejl, som tydeligvis ikke er mit ansvar. Som følge heraf nægter de også at refundere beløbet, medmindre jeg selv dækker disse omkostninger.
Jeg har været en loyal Zalando-kunde og har haft tillid til, at virksomheden tager ansvar, når produkter er defekte. Denne situation føles urimelig og meget skuffende og har i høj grad skadet min tillid til Zalando.
Jeg mener, at en virksomhed af denne størrelse bør stå inde for sine produkter og ikke pålægge kunderne omkostningerne ved defekte varer.
I am very disappointed with my recent experience with Zalando.
I purchased an item less than 30 days ago. It has had very little use and turned out to be defective. I immediately contacted customer service to return it. I made it very clear that I have no intention of keeping a faulty product.
However, because I currently live outside Spain, Zalando refuses to cover the return shipping costs, even though the product is defective. They expect me to pay international shipping for a fault that is clearly not my responsibility. As a result, they are also refusing to issue a refund unless I cover those costs myself.
I have been a loyal Zalando customer and trusted the brand to take responsibility when products are faulty. This situation feels unfair and disappointing, and it has significantly damaged my trust in the company.
I believe a company of this size should stand behind its products and not transfer the cost of defective items onto the customer.
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