Zara / refunds/exchanges
I accidentally duplicated my online order, and was not able to cancel the order in time. I received my both orders a week after my order confirmation. After which, I had some family issues that prevented me from returning the items. By the time I got to a store, I was 2 days after the 30day refund. The store said they could not help me because it was strict policy for them to not issue any returns after 30 days, but encouraged me to contact customer service call center.
I called, and basically told them that I was late in returning and hoped they could somehow help me with my situation, it did not matter whether I got back my money on my credit card or store credit. The lady asked me to hold and she would see what she could do. She came back, and told me that Zara stands behind their store's decision and that no refunds/exchanges/store credit would be issued. I tried to reason with her, that my tags were still on, the items were all brand new, and what could I do with items that I already owned - they were still selling the items for full price at the store! I made a mistake, but I was really hoping that they could have somehow worked something out. She insisted that Zara had a very generous return policy, and that me not being able to return it within 30 days was my own fault. I reminded her that if I had the time to come return my items anytime I wanted, then why would I bother shopping online? I would have just visited the store in person!
I probably spend around $500 a year... which is really peanuts for a million dollar company like Zara - I know it wouldn't make a difference whether I spend my money there or not. But what irks me is that for a $60 return, Zara refused to compromise and would rather lose a customer than make an exception. It's okay though, I will take this as my loss, and will never shop at Zara again.
Customer service keeps passing the buck around, and we're very firm that they would not help me because it is 'policy'. But while I was at the store, I see cashiers allowing refunds on items with no tags on them (clearly been used), but bought a week ago - so Zara is willing to take back obviously used merchandise even though it is clearly stated on their return policy, but won't accept mine because it was 2 days late?
I've never been to a retailer that is so rigid in its policies. Other retailers usually have some sort of leeway to find a resolution where both parties are satisfied, but Zara just failed miserably. For Example (tl:dr) - I'm not a fan of Apple products, but I have to admit their customer service was outstanding. My new puppy had just bit through my macpro charger, and knowing that it wasn't covered by warranty, I marched over to the Apple store to purchase another one. While I was there, their sales associate asked why we needed a new one and I told him what happened. He immediately went to his supervisor and got approval to cover our charger under their warranty. We took home a brand new laptop charger for FREE. Here I was willing to fork over $100 for a charger, and they gave it to me instead! Although I am still not a fan of their products, I will always have confidence that should I ever purchase an item from them, they will take care of me.
So while I'm sure my $500 a year won't make a dent in Zara's profits, I would like to remind Zara that you're not the only clothing retailer out there. There are plenty with clothes that are cheaper, better and a more reliable customer service support. I lost $60, but I consider it a cheap lesson to know what kind of business you run.
Honestly, I'm not posting here in hopes to get some sort of resolution or response from anyone. Just wanted to share my 2 cents, and post my breakup letter to Zara. So here it goes - Bye Zara, it was nice knowing you! May we never cross paths again :)
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