Zara.com review: Online return — claims item was missing

I am issuing a formal complaint against Zara and Zara warehouse in Southern California. I returned 6 items from order [protected]. The most expensive item, a blazer, was the 2nd item from the top of the package. A bodysuit was on top of it. All items were issued refunds except this blazer--$162 with tax. I called immediately to see if the refund was delayed, but they said that's all the warehouse said they received. I asked to be transferred to a manager and the representative said he was not allowed to transfer me. It seems obvious someone must have stolen this item or was careless in the return processing. This is the second time this has happened. On my previous order, they said I hadn't returned an almost $80 necklace. This is just unacceptable. The nearest store is an hour away, so it looks like I can no longer trust Zara and will not be shopping there any longer. Terrible customer service. Actually, almost zero customer service. Beware buyer.