Tuesday, March 24, 2015

Zalora nightmare

Nightmare shopping experience with Zalora Hong Kong

Normally I purchase my clothing from retails or ebay but I won a Zalora HKD$500 cash voucher.

On my first attempt, I ordered the wrong size so I called Zalora within minutes of submitting the order to change it but they said once the order has been made online, it can only be cancelled.
Hence they cancelled the order for me.

On the second attempt, I made the order successfully and the parcel was delivered quite fast and I was quite satisfied with the clothes I had bought.

A few days later, the courier came back to ask for payment even though I used the coupon.

I made a call to Zalora and they said the coupon was not used in the transaction, so I gave them my coupon code which was useless because they said it could not be applied after the online order has been placed and the ONLY solution was to return the parcel and order again.

Ok, so I sent the satisfactory parcel back to Zalora with a letter enclosed but no one followed up.

Then I made a third order and confirmed with Zalora that the coupon was used.

However only one of the items arrived because one of them was out of stock.

I was really furious at that point because I had to contact Zalora again otherwise they would not have contacted me about the transaction so they agreed to issue a partial cash voucher because they did not know when the other item would be in stock.
I also had to reason with them that I shouldn’t need to pay another delivery fee on the next order because they were out of stock forcing me to order again when both items should have been delivered in one go.

Bad points about Zalora
Does not allow you to change size after you submit
Does not allow you to settle any monetary disputes after the submitting.
Zalora does not have constructive follow ups

Good points about Zalora
The courier fee is free when you send the parcel back.
The shopping interface is user-friendly with functions to filter by colour, price range etc.

Hopefully Zalora will improve on these issues otherwise I will not shop there again.

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