Apparently there’s some trouble brewing over at Zalora. Before anything, here’s their refund policy as copied from their site.
How long does it take for me to receive a refund?
Once your return is received and accepted (usually within 3 – 5 working days after the drop-off at the post office), a refund would be issued within 1-2 working days. Please note that depending on the payment method it may take up to to 14 days for a refund to reach you.
So, as many of you have already read here, iOS Dev Scout head Mugunth Kumar, did not recieve his refund after more than 68 days. And immediately, I heard from a couple more friends, that this is actually pretty normal, and search the web brings up even more examples. So, is this really a “one-off” case that they claim it is, or is there a bigger problem?
- ZALORA = Z-LIST CUSTOMER SERVICE
- Zalora Singapore
- BEWARE: Zalora Singapore
- My Zalora experience — good & bad
- Zalora.sg, Your experiences?
- Z.A.L.O.R.A S.U.C.K.S wait whaaat???
- zalora sg
- Zalora Singapore // An Online Shopping x Fashion Review
And there are many more of such blog posts and forum threads if you look through google for reviews of Zalora.
So, another incident relating to Zalora involved a friend of mine, Ryan Lou. When he first initiated the refund process, he really liked the process. So much so that in his story complaining about it, he was still praising that process. However, the problem came in at the point when they made the actual transfer. According to the emails, they claimed to have made the transfer, and even provided a date. He replied back saying that he had not received it, and they just ignored his emails after that. He got his refund by going to Paypal before the 60 day limit exceeded, and got paypal to return him the money, and luckily for him, that happened. He was nice enough to get Paypal to only return the money for the stuff he returned. After the whole incident, this was what he had to say about the whole process.
Throughout the whole process I felt manipulated, they told me they had made a refund over the phone and via email. I now shop at ASOS, at least they don’t have to hide behind a nice looking box.
Couple of questions that immediately come to mind.
- One off incident. Really?
- Paypal, this is the exact kind of accounts you should be freezing. Why aren’t you doing something? (I’m assuming you guys still want to protect consumers)
So the question is this. We have often been asked to be supportive of our local startups, but is this behaviour something that we should condone? Is supporting this kind of behaviour beneficial for the startup ecosystem as a whole? Or should we stop grin fucking our startups, and treat them like ordinary businesses that should deliver what they promise?