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Zara.com review: Gift cards

U
Author of the review
4:40 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I am writing to formally escalate a grievance regarding the handling of my Gift Card (Ending in 2160) by the Zara India Customer Service team. I am requesting the immediate extension of my gift card validity (Value: ₹2,250) due to conflicting information provided by your official portal and a failure by your support team to respond within the validity period.

Here is the timeline of events proving I attempted to resolve this before the alleged expiry date:

November 4, 2025: I checked my balance on the Zara website. The status explicitly displayed: "EXPIRY DATE: NO EXPIRED DATE".image.jpeg

November 4, 2025: I spoke to a CS agent who confirmed there was no expiry date. Later that day, a second agent called, stated the previous information was incorrect, and promised a resolution within 24 hours.

November 7, 2025: I received an automated email regarding Case ID CAS-3120012-D6G9K0 asking me to contact support, with no actual resolution or information provided.

November 14, 2025: I followed up via IVR and was again promised a callback within 24 hours. No one contacted me.

November 28, 2025: During a chat session, your agent (Pravesh) informed me that the card had expired on November 11, 2025 and refused to extend the validity.

My Dispute:

Your official online portal misled me by stating the card had "No Expiry Date".

I proactively contacted support on Nov 4 (a week before the expiry), but your team failed to provide the correct date or a resolution until after the card had expired.

I am being penalized for the lack of response from Zara India.

Zara India has no proof - email or IVR which can prove that the information was transmitted to me well in time and before the expiry of the card.

On Dec 1, 2025, I visited a Zara Store in New Delhi with a hope that my grievance would be addressed in person - and I received another conflicting information stating that the expiry date was not Nov 11 but Nov 21, 2025.

I have attached screenshots of the website error and the chat transcripts as proof. As a loyal customer, I expect Zara to honor the value of ₹2,250 (€25) and extend the validity of this card, as the lapse was due to your team's negligence.

Claimed loss: INR 2250 / Euro 25

Desired outcome: just extend the validity of the gift card as the lapse was on your side and not mine.

Confidential Information Hidden: This section contains confidential information visible to verified Zara.com representatives only. If you are affiliated with Zara.com, please claim your business to access these details.

Update by Urvashi Gupta
Dec 05, 2025 4:44 am EST

Zara Case ID - CAS-3120012-D6G9K0

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