Painful Returns Process

Absolutely disgusted with the pathetic service which Zando has given me for the past week. Their return process is by the far, the most stressful across all online companies in South Africa.

First of all, I had to wait for 2 days for my order status to be correctly updated to "delievred" in order for me to file a return request.

I then had to call the contact center- after waiting for 2 days for the courier to fetch my order.

I was told that a driver would come the very next day and that he would be in touch prior to his arrival. The driver arrived with no prior notification, and I was in a meeting when he arrived, therefore I could not hand over the package.

I sent an email to the customer service team, requesting for another return, and explicitly asking for the driver to please notify me before arriving, as my schedule is often busy. This was request was for Tuesday.

I sent the email on Saturday morning, and I received a scripted answer on Tuesday, asking me to specify a time and date - which is something which I had already done.

I then contacted the call center, where I was **** to by the gentleman, assuring me that my order would be collected TODAY as per my request, and that a driver would call me before arriving. None of that has happened, and I am an extremely upset customer, as the delay in this return is delaying my future purchases, as I wish to purchase another pair of shoes, elsewhere, definitely not with Zando as your return process is extremely painful and stressful.

I am hoping that someone will be able to look into this for me soon.