Greenkama

This is how Zalando deceives its customers

Sneakers, jackets, dresses, jeans – everything your fashion heart desires. And on top of that, sustainable at Zalando?

Author: Claudia Spiess

That’s Zalando’s big promise. Almost all returns, 97%, should end up back in the online shop. Less than 0.05% should be disposed of. And this only in exceptional cases, for example if it is necessary for health reasons.

Quite ambitious, after all, according to the online retailer, on average every second order is returned after trying it on. A logistical challenge.

In 2021, the fashion online retailer received more than 250 million orders. On average, 50 percent of these were returned. This is free of charge for customers and they have 100 days to do so. We want to find out what really happens to the returns.

We look behind the sustainability promises of the online retailer Zalando

With hidden GPS trackers we want to find out:

  • What really happens to all the returns?
  • Where do they end up?

We track 10 items of clothing over six months.
– If we suspect that an item ends up with a private person, we switch off the tracker. We talk to middlemen and insiders.

In the end it is clear: Zalando is deceiving its customers.

Source: FULL SCREEN

Source:

FULL BILD / A collaboration with the weekly newspaper DIE ZEIT and the research startup Flip.
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