Mijn Klacht:
On the 20th of Nov 2017 I order Fila shoes, order number 10203046061510.
Since then, I’ve been wearing them ocasionally yet I’ve noticed damages that are not standard for such a short and not intense period of wearing.The synthetic leather upper is cracking, which proves a very low quality of materials used. The defect emerged in a spot which is not exposed to the pressure when walking, neither has it contact with the shoe laces.
Zalando customer service refused to accept my complaint, providing me with a list of normal usage marks (without specyfying which one applies) – none of them relevant:
Normale slijtage van zolen en hakken
Kale neuzen bij schoenen door normale slijtage van buitenaf
Beschadiging aan de hiel
Door verkeerd of intensief gebruik veroorzaakte gebreken
Overmatige transpiratie
Afgeven en verkleuring van schoenen en kleding
Het pillen van kleding of schoenen
Gebreken ontstaan door wassen of drogen
Slijtage aan badkleding
Gebreken ontstaan door externe invloeden, bijvoorbeeld wrijving, scherpe voorwerpen of chemicaliën
Gebreken aan water- en winddichtheid van schoeisel of kleding, tenzij strikt vermeld in de productomschrijving in onze webshop
Artikelen die vanwege het model lichamelijke ongemakken veroorzaken, bijvoorbeeld zweten of blaren.
In the last message from zalando, the customer service employee states: The cracking of the leather is not a justified defect. While it’s not mentioned in the list, I believe it’s a justifable defect. Poor quality materials are a justifable complaint.
Also, zalando customer service is highly unhelpful and rude. In one message customer service says You do not agree with the damage assessment, to write in another message that Unfortunately we can not provide any assessment because it is not covered by the warranty at Zalando. At the end, I’ve received a messege informing me that this issue will no longer be discussed.
Additionally, the upper material used was described on zalando as hoogwaardig imitatieleer, and that’s very misleading. Hight quality materials do not crack after 4 months of a normal usage. Therefore, product is not as advertised.
Gewenste Oplossing:
I would like to return the item and receive a refund since due to poor service, after being a client for couple of years, I'm not going to buy there anymore.
