Missing item

I never thought that I will ever be ****med by such a big company like Zando Online Shopping. I have been a Zando customer since 2017 and I have ordered a lot of my clothes which can make up 60% of my wardrobe.

On the 9th of December 2021, I ordered two items, a dress and a pair of shoes, only shoes were delivered. I thought that the dress will be delivered soon after the shoes as it has sometimes been happened at some instances. Only to see on the app that both the dress and shoes were delivered.

I immeadeately called Zando, only for my phone to not being answered something because of COVID, I then went on my Zando app to live chat to speak to an agent , I told the agent that I did not receive the dress that I ordered, I only received the shoes and she promised to come back to me after 48 hours, and never did, I had to go back to live chats, only to be told that I will be contacted on the 28th of December 2021, again I was the one to check again how far is my query.

I was then called on the 29th of December 2021 by Tarryn to tell me that they have checked the warehouse footage and it shows that both the dress and the shoes were packed together, but I still did not receive the dress. She then told me that she will escalate the matter to her manager.

Today, on the 30th of December 2021 I missed a call from Zando at 3pm, and I logged in on the live chat to ask the agent who could have called me and she confirmed that its their manager, politely asked her to ask him to call me back, which he did at 15:47, I could clearly hear him, and he kept on saying hello, hello, can you hear me and I kept on saying I can clearly hear you, he then dropped the phone and didn't care to call me back, only to receive an email from Coswill after few minutes that I cannot be refunded as the warehouse confirmed that my package was complete when packed, but that still does not change the fact that I still did not receive the dress that I ordered and paid with my hard earned cash. So, the dress did not reach my house, i am the one who had to lose. I'm so disappointed with Zando and will never buy from them anymore. Most of my dressers are bought from Zando, I'm heart broken to the core 😭😭😭.

Coswill just shut me off, he did not even try to assist me, me a paying customer of so many years..😭😭

Their *** is not working, Zando is a **** and they make it difficult to escalate complaints.

Regards

Nthabiseng