Aaron S.

I don't normally go out of my way to write a bad review, however, my experience with Zen has been very poor and i am deeply unsatisfied by the lack of help and support regarding an issue over my Trading cards going missing. The agents don't listen and often copy & paste the same response, its so poor. They have also ignored my request for my case to be escalated to management and each agent contradict each other.

On the 10th January, my parcel stopped tracking. I gave it several days then contacting Zen, explaining the above. There agent told me to contact UK Royal Mail and report it (which i did), and that Zen would also contact JapanPost in another couple of weeks, as they have to wait a bit longer.

I waited, heard nothing so reached out to them as it had now been 4 weeks, after i complained i was told by an agent called MIA they would now contact JapanPost and start an investigation to try and track down my missing parcel.

Mia "We appreciate that you have taken action to launch a claim with Royal Mail.
We have forwarded the issue to our team and we have contacted Japan Post to launch an investigation."

So yesterday after another 3 weeks since Mia replied, I've had no update, no contact from Zenmarket whatsoever, so i reached out to them AGAIN asking for an update, if they had heard anything from JapanPost etc and that I'm not happy my the lack of support and i would like my situation to be escalated to management.

An agent called ASMA replied, basically ignored everything i asked, ignored my requests and it was clear she didn't properly read my message.

Asma reply:

"Unfortunately, ZenMarket is unable to expedite the process nor inquire the status of your parcel from our side.

We ask that you contact your local post office Royal Mail directly regarding the whereabouts of your parcel. (I've told them i already done this)

If it has not reached your destination after 60 days since the day of shipment, please contact us again and we will initiate an investigation for compensation."

This is completely different to what Mia said 3 weeks earlier, i had already told MIA 3 weeks ago i had contacted royal mail, where was the investigation?
Zen agent Asma didn't even check to see what Mia the previous agent had said, which was they were apparently doing an investigation (JapanPost) 3 weeks earlier.
Asma, just copied and pasted from 6 weeks ago.
This level of support is horrendous, i will be taking this further and spreading the word about these cowboys.