Zando
Reviews and Complaints

On 17/02 i placed an order through Zando's online app. Some of it was cash and some through a voucher. The order was late (first of all), it was scheduled for delivery 24/12, however it only arrived 31/12. I then tried the shoes on and they did not fit me. I then notified Zando of this immediately and requested a return. I followed up numerous times, tried their phone, that just rang. Finally on 13/01 my order was collected. I was informed that this could take between 4-8 business days for the order to be received at their warehouse and to be processed. On 22/01 (after 8 working days) I followed up regarding my refund. I was then informed (after a few emails of me begging for a reply) on 23/01 that the return had been finalized and that my refund would be paid within 7 business days. Well on 03/02 (7 business days, which is when I should have received my refund BY), I still have not received this and have followed up, with no reply or refund. Zando are also not refunding me in cash, and are forcing me to use their services again due to them paying me back in a voucher.

I placed an order on the 17th Jan 2020. two of the items I ordered arrived on the 20th Jan. the rest only arrived a week later. after calling to confirm they told me for some reason they have done it that way. I have been in contact via FB on 20th and 24th I also sent emails to the email services and never received any feedback. I have since phoned about trying to get my order confirmed as delivered on the
24t Jan
28th jan
30th Jan
31st Jan
3rd feb
now again 04 January.
I have sent numerous emails again and still no response. I have a parcels that need to be returned but according to them they are still being delivered. Tehy keep telling me that the problem lies with the delivery department they will update in the next 10 minutes. Never happens. I have logged a return for the one parcel they marked as delivered and now it won't move past the processing the return. They are not doing anything to help but ignoring the client their behaviour is completely unethical and wrong that they should be treating customers in such a way. Since thier upgrade which took longer than it was supposed to was done they have really dropped the ball with customer service. today the calls to the call center keep dropping I have sent another email to them today.
I just want to return the products and get my money back in full. I will not be supporting them again.
I am waiting almost a month to confirm my order and get my money back from them. They are doing nothing to help me.

Returned faulty tekkies middle nov and I am still waiting for my credit to be finalised? What about the quick turn around time on returns...? Then I receive email responses to elaborate for the 100th time on why I returned the shoes but the consultant who assisted initially first had to get permission from the returns dept including pictures of the shoes... So why the hell do I have to wait a month for my refund? Is it my fault that the shoes you advertise wears out? After I wore it twice... It's absurd to say the * least... Tarryn stellenboom you disappeared miraculously after you promised in december that my shoes is being returned... I have made numerous calls your call centre and you make all sorts of follow up and escalation promises, but why have I still not received my takkies? Do you think r700 is picked up and is small change? To throw away. Your company is a scam zando. Returns dept is beyond pathetic!

I wrote the following email to [protected]@zando.zendesk.com on 27 Dec 2019 - I could not return it via your website as Zando was working on it:

Susanna de Bruin, Dec 27, 08:13 CAT:
Order [protected] ANASTASIA BEVERLY HILLS NORVINA EYESHADOW PALETTE (PARALLEL IMPORT)

Good day

I ordered the above palette on 6 Dec and received it on 23 Dec, around 2 pm. As it was neatly and securely wrapped in bubble wrap, I did not open it and quickly wrapped it for Christmas eve (which was just the next evening). But what a huge disappointment when my daughter opened it on Christmas eve! It is severely damaged! Even the outside of the palette has eye shadow on it, the eye shadows are broken and mashed into each other, even the bubble wrap has powdered eye shadow in it!. I can only guess that is was not handled as a fragile product by the couriers as there was no fragile sticker on the package. I know that you were very busy before Christmas, as my order was shipped on the 19th, and I only received it on the 23rd. But you should take care to deliver products to clients in one piece. Even if I did open the bubble wrap, I would not have received a replacement in time for Christmas. This was my only gift for her! I was so embarrassed.

This was her Christmas wish and maybe it will still feel like a Christmas gift if it is replaced as soon as possible.

Regards
SE de Bruin
Cell [protected]

I received confirmation of receipt of the above email, but nothing further:
Welcome from the Zando Customer Loyalty Team.

Your request (#1441990) is with us and we are working hard to ensure we assist you as soon as possible.

We are available to help from Monday to Thursday between 8 am and 6 pm, and Friday 8 am to 4 pm.

Should you need urgent assistance, feel free to give us a ring on [protected].

On the 3rd of Jan 2020 I phoned customer services and spoke to Tarryn. I asked or a replacement of the palette, not a refund. She suggested that only a refund could be made as the website was not fully functional yet. I said I would rather have a replacement. She spoke to her manager and said the manager would phone me back that day to tell me what could be done. Nothing happened.

Again I emailed to [protected]@zando.zendesk.com;
Susanna de Bruin, Jan 8, 10:16 CAT:
This is a follow-up to your previous request #1441990 "Urgent: Damaged goods, plea..."

Please scroll down to read my message dated 27 Dec 2019 regarding the damaged goods received. I have not had any reply from you yet, except for the confirmation that you received my email. In the meantime I phoned your customer service and spoke to Tarryn. Her manager said that she would phone me back that day as soon as she could find out how I could be helped (I want a replacement, not a refund). Never phoned me back.

Sooooo, please just replace the make-up. I'm sure your website is up and running by now and I'm sure stock taking is done. Someone could just go look if one is available and fetch it for me. Pleeeeaaase. Seriously, this was supposed to be a Christmas gift! I paid you on the 6th of December already, but I still have nothing to show.

and received this confirmation:
Your request (#1450369) is with us and we are working hard to ensure we assist you as soon as possible.

We are available to help from Monday to Thursday between 8 am and 6 pm, and Friday 8 am to 4 pm.

Should you need urgent assistance, feel free to give us a ring on [protected].

As per you footnote (We are happy to answer any questions that you have via email [protected]@zando.co.za
or phone [protected] Our support team will get back to you as quickly as possible.) on your emails I also copied in [protected]@zando.co.za, but received this reply:
Address not found
Your message wasn't delivered to [protected]@zando.co.za because the address couldn't be found or is unable to receive email.

I am aware of the 14 day return policy, but I have no idea how else to contact them. I have tried repeatedly since 27 Dec. I do NOT want to return this item. I want it replaced! It was damaged, I assume, during die courier process.

My email address is [protected]@gmail.com and my contact number is [protected].

This morning I repeatedly phoned your customer service number again: [protected]. But a voice kept saying sorry, the line is busy! Please just replace this item. I do not have the time or energy to deal with this any longer!

I have returned an item on the 11th of December and i still haven't received an update on this item or even my refund. Its been almost a month now. I have sent several emails to zando but no reply and i have also tried to call but the number is always busy. I'm not sure of zando has now become a scam company but its vwry difficult to get through them.

I placed an order of black [censored] boy court heels and made a payment on the 06/12/2019, today is the 04/01/2020 and I am yet to receive the order. Tried contracting the customer care line twice but after holding for a consultant for so long it has still been in vain because i still haven't received anything depsite a promise for delivery on the 23/12/2019. I honestly feel violated.

This place doen't seem to be legit as I am still waiting for my delivery almost a month now . Call centre not answering at all and email are returned with automatic email giving a reference no. I do not recommend this company as promises are not kept an the service is really bad...actually to say the is no service.10 emails, 6 telephone calls none answered but hold on for almost half hour...where can I get answers

Since I ordered on the 1st of Dec and they say it takes 3 to 5 working days bt they said because of black Friday it might take longer so I had no stress with it and now my order is nowhere to be found I tried calling customer service bt no ans I emailed no response on Facebook still the same, so I am not happy with the service I get from them they should at least try to communicate with me

So in the true Black Friday spirit I went on to Zando to purchase some shoes. I had trouble with the card payment facility as the server didn't approve my mastercard. I figured no big deal and chose the EFT payment method instead. Everything seemed fine and on my account, an order was shown. The next day I was told that my order had been cancelled and my items weren't available. I figured it was an honest mistake and given the busy time I just requested a refund.

On Sunday I decided to try again. I ordered three pairs of shoes, chose the EFT method due to the card issues and went ahead. Nedbank gives an automated email and I went ahead and sent it through with my order number just in case it didn't show up on the email. On Monday I get a payment email, I forward the proof of payment email to that email address and the email address of customer service and am assured that the matter would be resolved. Tuesday I get the same email and at this point I react as a dissatisfied customer and email my email thread of proof of payment and ressponses thereof to every email address from Zando that's emailed me. Needless to say I get no response.

Today, on Wednesday I decide to call in, to be fair Langa didn't deserve the angry response he got. But in any case, he realised that the problem was that on my proof of payment the order number reference wasn't there, but my issue is that I mentioned the order number in almost every single email. Why couldn't this just have been picked up before? Now that the issue had been found, turns out my items were no longer available despite the Zando policy that your items will be held for 5 days before being automatically released back into stock.

Needless to say twice bitten, forever shy. I'll never shop here again. But apologies to Langa for my reaction, just got good service too late.

The order was confirmed 8 days ago on the 12 November.

I got no details indicating when it would be delivered, never received a tracking number or any delivery updates.

Upon logging into my account portal which is so badly maintained and run, it showed my parcel was being shipped from CPT to JHB, this was on the 14th.

I still haven't received any tracking details or any emails or SMSes with status updates regarding my parcel.

I waited for the 5 working days for my parcel to arrive and to no surprise, it did not arrive. I then mailed support. No reply, my parcel arrived the next day and the delivery man got lost. This is literally the worst service I have ever received from Zando!

[protected]

RETURN [protected] | ORDER [protected]
I requested a return on 04/11/19 for collection on Wednesday (6-11-2019) and today is the 13th of Nov 2019 and no one has picked up my parcel nor contacted me to arrange a pick up. On 7/11/2019 I emailed customer support and was told by Zodwa Nyanda it takes 2-4 working days for the couriers to come and collect the items. 11/11/2019 I lodged a complaint with Zando that I am yet to receive feedback on. 12/11/2019 I called the customer support telephone line and was told that on their system it showed that my return had been collected which is untrue because I still have the parcel in my possession. This whole process has been tedious and Zando is very lax with their return process but very quick to accept orders and payments. I am highly disappointed in the service and lack of assistance. It's my first return and has been a horrible experience. I am not making any more purchases on the site because their return process is a mess.

I ordered my item on the 7th October, once delivered it was in fact the incorrect item. I then reported it, after much backwards and forwards of communication. I was requested to submit pictures of the item I received. Which I did. I was then told sorry policy is that we have to arrange a collection of this item, once it arrives at our warehouse, they will inspect it and then they will then arrange to have my correct item delivered. The incorrect Item was eventually collected from me on 24th October, It's now the 31st October and I am STILL waiting for my item to be delivered. I have received NO communication upon requesitng an update on when I can expect my parcel. I find the service at Zando completely and utterly shocking. There is in fact NO customer services. I WANT MY ORDER!

Good Day, I have been having trouble viewing items on your website because of the white background. it makes it extremely difficult to view white items of clothing or white shoes because the background is white as well. please could you look into changing the background to something darker when viewing white items?

I have attached a picture as example.

Thank you.

I requested a refund from Zando ([protected]) on 4 September 2019 and 8 days later no one has contacted me to arrange for a collection of my item.

I have made 2 inquiries to Zando's call centre already and every time they just say they will follow up with an email.

This is very pathetic service and no one seems to care to sort out the problem and in the meantime I am stuck with an item I cannot use.

good day

i placed an order dated 13/08/19, i received an sms confirming the delivery that would take place to my work premises on the 16/08/19, i was anticipating the delivery as i normally get my orders promptly, To my dismay nothing was received by lunch time, i made contact with our work mail room and they confirmed nothing was received

i then called the courier partner you use as i received an email stating there was no contact number which i do not understand as i have made numerous purchases from you, they promised a delivery for Tuesday and that did not happen either, i called them again today and im being further inconvenienced as they saying the delivery men are already out.

this interaction ive had with you has really dampened the way i use to regard Zando and i am now considering using the competitors as the service ive received has been nothing but appalling

I ordered boots on the 10/07/2019 at 08.54am, and paid an extra amount for 2 day delivery. I then received an email confirmimng the shipping on tghe same day at 15:02. My delivery was supposed to take place on the 12/07/2019 and nothing arrived, no communication either. I called the contact centre on the 15/07/2019 at 9:30am to get told that they do not know where my order is, the courier company doesnt know either. Then i was told they would contact me after their investigations. i then contacted the call centre again myself later on during the day and they still could not provide any feedback. Then I requested for my order to be cancelled and for my money to be refunded. Today 16/07/2017 still no contact i decide to call the contact centre to find that nothing has not been done with my request, and my refund is not yet processed. I have now spoken to Nomfundo Madlala who is the manager, she has told me she will call me in 30min. As i wait...

Good day

I logged a refund last week for a shoe i bought online. Its been a week now still i have not recieved my funds. No one has contacted me from Zando to explain where my money is.

The order appears like it was refunded but funds have not reached my account.

How long does it take for funds to be refunded? Why is it taking so long?

I need this matter resolved ASAP

I ordered a pair of shoes, a scarf and a hang bag from Zando and paid for the items towards the end of June. However, upon delivery 2 days later, I only received the shoes and the scarf. No handbag in sight. I immediately called them and they said their system says the bag was delivered but they will make an enquiry. Since then, 2 weeks down the line, they keep telling me they have sent an email to the supplier and that I should get feedback by the end of the day. It has been the same story everyday and this was quite a price handbag so the least they can do is give me my money back. They don't even call me, I have to keep phoning them and some of the agents are so rude, they just hang up on me. This has to be the worst online customer service I have ever received. Absolutely disappointing.

I purchased a boot last year while it was on special, it is a winter boot. As winter arrived this year, i started wearing the boot. I got basically 4wears out of the shoe before the stitching came loose. It was collected, and i was told that it was wear and tear. Which ultimately means that the boot has a life span of 4wears?

Not to mention the shoe which I had also gotten from Zando this year, the heel was a problem. Because I had already sent the boot back, I thought that i would rather take it to my shoe maker, of which my shoemaker told me that it cannot be fixed because the heel itself is faulty.

Customer service is a waste of time, including Ameer, one of the people who responded to me... but only to confirm that their shoes have a limited lifetime. I will no longer purchase from Zando ever again. Their quality has been downgraded, and i will ensure to pass this message on to all. Dont be scammed by their quality