Prior to a trip, a customer ordered goods for 33,000 SEK from Zalando. The package was shipped via Instabox to a parcel locker, but the customer was unable to collect it in time. This resulted in the shipment being sent back to the logistics company's warehouse, where it subsequently disappeared.
Zalando is said to have informed the customer that the company will not issue a refund. According to the company, its logistics partner has confirmed that the package has been delivered and received at the specified address.
The customer, however, disputes these claims and is now in a dispute with the company.
I will not pay for something I haven't received. It gives me a headache just thinking about it, the person told Västerbottens-Kuriren.
The Case Proceeds
To have the matter investigated, the customer has chosen to file a complaint with the Swedish National Consumer Agency (Allmänna reklamationsnämnden).
According to VK, both Zalando and Instabox have stated that they will investigate the matter.
Ehandel.se is seeking comment from Zalando.