Zara.com – Worst customer service experience – wrong items, no solution, ignored

I ordered two specific handbags from Zara Spain (order #53859800625, placed on July 27, 2025). Instead of receiving my handbags, I got FIVE completely unrelated clothing items.
This was clearly a packing error in their warehouse – not a shipping mistake and definitely not my fault. I contacted their customer service multiple times, explaining the situation and offering proof (order confirmation, photos of what I received).
The response was beyond disappointing:
They denied responsibility.
They falsely claimed they had called me (they didn’t).
They refused to escalate my complaint to a supervisor.
Eventually, they stopped replying to my emails and WhatsApp messages — it seems they even blocked me.
I live in Costa Rica and ordered through an international shipping company. I’ve purchased from many international stores before, including Zara in other countries, and NEVER experienced this level of negligence or disrespect.
This is no longer about the money — it’s about ethics and respect for customers. Zara exists because of the people who buy from them, yet they treat customers with zero accountability when THEY make a mistake.
I have filed a formal complaint with consumer authorities and will continue to share my experience so other customers know the risk they take when ordering from Zara.
Advice: Think twice before buying from Zara, especially if you’re an international customer. If they mess up your order, they will likely ignore you.