zoxs.de

Unacceptable Service and Misleading Practices

I recently sent two devices to ZOXS GmbH, expecting a fair evaluation and return of any rejected items. I received an offer for my iPhone 12 Pro Max, which I accepted, but my iPad Pro (2018) was rejected due to the lack of a CE mark and given a value of "0". Despite the clear instructions on their website stating that rejected items would be returned, ZOXS remained silent for a week.I only discovered they intended to keep my device after I started complaining via email, demanding an immediate return. Initially, they claimed they couldn't return the iPad because I supposedly agreed to a "sale" for zero euros, which I never did. After persistent complaints, they finally made an "exception" (how generous!) to return my iPad, provided I paid the return shipping costs (which I am okay with, since the initial shipping was free).Additionally, I was informed that the extra payment of 21.78€ for my iPhone, due to its increased value after my sale, would be given as store credit. I never agreed to receive store credit and expected this amount to be paid directly to my bank account, just like the original sale amount.The process has been unnecessarily complicated, with misleading practices suggesting they can keep devices they can't buy, and a lack of clear communication and respect for customer preferences. Despite finally agreeing to return my iPad after I paid for shipping, the experience has been extremely disappointing.I urge others to be cautious when dealing with ZOXS GmbH, as their practices seem dubious and unfair. The customer service has been unhelpful and dismissive, making the whole process frustrating and unsatisfactory.I am still awaiting the return of my iPad and the payment of the additional amount directly to my bank account.--Hey Svenja,Thank you for your response. However, there are several points that need clarification:Combined Offer for Two Separate Items:It is highly questionable to create a single combined offer for two items, especially when one of them is rejected. Each item should be evaluated and offered separately. By combining them into one offer and assigning a value of €0 to the rejected item, you mislead customers into accepting an unfair deal.Misleading Acceptance Process:The acceptance process for the combined offer is misleading. Customers should have the option to accept or reject offers for each item individually. Claiming that I agreed to a sale for €0 because I accepted the offer for the other item is disingenuous and unfair.Exceptional Return:The insistence on making an "exception" to return my property is troubling. If you cannot purchase the item, it should be returned without question. The device is mine, and keeping it without payment is not acceptable.Bonus Payment Misrepresentation:The additional payment of €21.78 due to the increased value of my iPhone was presented as a goodwill gesture. However, this amount should be transferred directly to my bank account, as initially expected, not as store credit. Insisting that this is a "gift" and not ensuring it goes to my bank account seems like an attempt to retain funds within your system. Especially when requiring me to pay a "tax" to extract those funds to where it should've been properly deposited, to my bank account.Despite your claims, the practices you've described do not align with fair and transparent customer service. The entire process has been convoluted and feels designed to confuse and disadvantage the customer.I appreciate the eventual agreement to return my iPad after I paid for shipping. However, the experience has been frustrating and unsatisfactory.--Update as of August 1st, 2024:The iPad has been returned and delivered today. While I appreciate finally receiving my device, I still feel that the customer service team has a fundamentally flawed stance regarding their practices and customer interactions. Their use of terms like "making an exception" is particularly troubling, as it refers to returning a device they could not purchase and initially intended to retain without paying any value. Additionally, referring to extra payments as "gifts" or signs of "goodwill" is misleading. These payments are related to the increased appraisal value of a device I sold for actual money, and I explicitly indicated that I wanted to receive this money in my bank account. It is unacceptable to require the customer to pay a fee to transfer the credit from buyZOXS to their bank account.I do not recommend ZOXS to anyone after this experience.

Date of experience: Jul 29, 2024