Zando's unacceptable response to Returns debacle

They actually deserve a ZERO RATING!! I have been purchasing shoes on line from Zando for ages and have never experienced issues with any items returned in the past. Sadly, that is no longer the case. I placed an order for 6 pairs of shoes on 24 Feb and received my order on 27 Feb - kudos to Zando for prompt delivery! After trying on the shoes, I only kept 2 pairs and immediately requested via their on-line service, that the other 4 pairs be returned, to which I received email acknowledgement from Zando. I meticulously replaced the 4 pairs of shoes in the boxes in which they were received - matching each item to the picture on the side of each box for good measure! The returns were collected by Zando's courier service and I again received email acknowledgement from Zando on the 3rd March that all 4 pairs of shoes had been received. However, their returns department then emailed me 2 photographs of 2 random pairs of shoes which I never ordered in the first place, stating that they're only prepared to refund me for 2 pairs of shoes, as the shoes for which they had sent me pictures, were in the boxes I had returned and in fact insinuated in their response below that I had SWAPPED the shoes - ***!!!

Thank you for your reply. I'm sorry for the late response. Please see the below quoted feedback from our returns team. "Hi Taryn, I see that the other two returns she is referring to has been processed. For these two, we received the correct shoe boxes, however the shoes inside the boxes are incorrect. It’s highly unlikely that her return got switched with another customers if the correct shoe boxes are in the parcel. The chances of anyone opening the parcel, taking out the correct shoes and replacing them with other Miss Black shoes in her exact size is also very unlikely. Please feel free to contact us if you need any further assistance and thank you for being a Zando.co.za customer. Regards, Taryn

I consider Taryn's comments a direct insult and an attempt to discredit my character. Whilst I have no doubt that there are customers out there who would attempt to swap product and claim a refund, the fact that no proper investigation has been conducted by their returns department, and instead they are quick to lay blame on their customer, is a clear demonstration of poor customer service. Having been a loyal customer for several years, I am appalled at the treatment received from Zando.