Poor Service, Even worse exchange policy

Good day,

Absolutely terrible experience with Zando. I ordered a pair of Chinos in November 2019 and bought them on special - and my mistake I ordered the wrong size. I logged an exchange request for a different size, I received the mail saying the exchange request had been logged. I did not hear from anyone (Zando/Courier) for over a week, and I then called back in to follow up, they said they would expedite the pickup. Did not hear from anyone for the remainder of December.

I called back when everyone was back in the swing of things and followed up and no one could tell me why the return/exchange has not been actioned. But the consultants proceeded to tell me that due to a system limitation/upgrade, a straight swap could not be done. They would have to collect the pair of pants and give me store credit. The exchange request was re-logged, and took about 3 weeks to be actioned (very poor service) The problem now comes in that the pair of chinos I want are not on special anymore and are R300 more than what I paid. I called in again to raise this, and the Zando consultant suggested this as a solution - Zando will give me 2 vouchers, one for the Chinos, and then one for the difference from the Special price to normal price, which I was happy with and thought was a fair solution. The 2 vouchers were issued, and I went online to buy the chinos, I had the item in my basket, and was ready to buy, but then found out you can only use 1 voucher per order. This essentially makes the solution suggested by ZANDO themselves null and void.

I called in yesterday, spoke to a consultant, spoke to a manager and was basically told that there is nothing they can do. There is no manual process that can swap a pair of chinos for a different size. For an online clothing store, this should be made so easy, as I am sure people order the wrong sizes regularly. I said as online clothing retailer, the amount of system limitations is frightening, and the fact that a pair pants to be exchanged has taken almost 4 months, and the issue is still not solved is appalling. The manager on the called kept saying she understands my frustration, but she didn’t, because no one is able to solve it.

So, this post is to make other consumers aware.

ZANDO customer service is shocking Return/exchange process is very inefficient and takes way to long Solutions suggested by ZANDO consultants (2 Vouchers) are just a way to get you off the call and hope you don’t call back. Every interaction I have had with Zando, I HAVE called in, not once has a ZANDO consultant manager called me to see if the issue is resolved