When Daniela tries on her new boots, she pricks something in the heel. She is bleeding and complaining to Zalando. The mail order company reacts.
Daniela from Canton Aargau (Switzerland) recently ordered boots from Zalando. But her joy was short-lived: “When the package arrived and I was trying on the boots at home, I suddenly felt a pain in my right heel. I pulled my foot out of the boot and reached inside the shoe to find out what caused the pain,” says the 56-year-old. At that moment she felt a prick on her finger.
Shoe size 51 – Tanya has the largest woman’s feet in the world
Nail in the shoe
“It hurt quite a lot and bled. When I looked into the boot, I saw a nail sticking out a centimeter from the sole,” says Daniela. The injury on the heel was less serious. “But if the boot had been tighter and I had had to force my foot into it, I probably would have sustained a serious injury,” said the 56-year-old. She finds it incomprehensible that something like this can happen: “You have to check the products before you send them out. I contacted Zalando and complained,” says Daniela.
That’s what Zalando says
According to Zalando, this is an isolated case. “We are very sorry to hear that our customer had this experience. We are relieved that she was not badly injured,” says Zalando spokeswoman Laila Helmy. The customer was refunded the invoice amount and issued an additional voucher.
The information was passed on internally so that the affected processes could be examined again in detail. Basically, the quality requirements for the products are very high: “In addition to the quality checks by the manufacturers, we randomly check the quality when the goods arrive in our logistics centers and before they are shipped to the customers,” says Helmy.
