Zara.com

5 weeks ago I ordered from Zara using PayPal.
It’s 3 weeks since they received my goods back.
We have called 11 times, each time the same rude responses and refusal to send ANY form of written confirmation or hanging up because Dutch is not my first language.
Also used chat function multiple times quoting consumer law & demanding an email be sent to confirm what was being said but the chat responder was rude yet again and ended the chat. No emails have been sent to me but on the phone and in chat I am told ‘it’s been escalated thanks for your patience.’
In my Zara account, the amount has been accepted & return processed but since the 14th of August no movement. They told me it was because I made a PayPal dispute- so I closed that. I am stil being told, rudely, the same, and given no difinitive answer. They provide NO help, nor written emails. And owe me 450€. I can see it’s me and 100s of other people too. Worst company EVER.

I sent this blouse to aberdeen 29/05/24 and have receipt to prove it. It was received by yourselves and I was informed that i could not get a refund . I was told that it would be returned to me on the 12/0/24 tele [protected] and the person who was foreign took my address 3 times... Newton of Cawdor Bungalow, Newton Road Cawdor. Nairn IV12 5 RA. To date it has not arrived ! Today I have tried to get through to Aberdeen so many times and it is engaged or someone has the phone off the hook! [protected] and [protected]

If you cannot find the blouse then you need to compensate me as I have proof you have received it.

Vanessa McGregor

I made a purchase in France at 74 Champs Elysees Zara on 5 April 2024. Two payments were taken from my Mastercard, ending 9661 for 86.95 Euros.

There were two transactions at different times, the final one at 16:28. The first transaction was made at a Self Service Terminal which I thought was completed successfully, although I forgot to take the receipt. I left the store and when I returned to my hotel, two items still had the security tag attached. I returned to the store, the security tag set off an alarm which ended up with me trying to explain what had happened. I was told by the Store Manager that I had not paid for the items and there was no record of the first transaction from the Self Service Terminal, so I had to pay for the items again. I have the second receipt. I have received my credit card payment which clearly shows the two transactions. The Store Manager told me I had to contact Zara to request a refund of the first transaction made at the Self Service Terminal. I cannot believe the store had no method of validating what transactions took place on one of their self service terminals.

I have since made contact with Zara via their channels and spend nearly a whole day on a Whatsapp Chat/phone with their customer service team which I believe are located in Nairobi. The outcome of conversations with them was nothing. They asked me for my bank account card numbers to pay me the refund and ''compensation''. None of this could be processed as the amounts indicated were actually refused by my banks as a debit! I have given up now as I couldn't deal with the stress of being told to continually try different apps to process the ''refund/compensation'', e.g. World Remit and Remitly? I am sure they are genuine apps however I was no longer comfortable with the team asking me to send card details and no longer wish to communicate with the Zara ''customer service team''.

When a billion dollar company blatantly rips off their customers!

I placed an order with Zara for home delivery. The package was not delivered and I contacted the courier who told me they have "incorrectly delivered" it and is missing. However, when I contacted Zara customer service, they said their so-called "investigation" shows that the courier successfully delivered my package. Even after I sent them documentation in a form of a screenshot of the courier's text that they did not deliver package, a person in their customer service department, Dany, refused to give me a refund or to alter their decision now they have the correct facts.

Ordered 3 pair of boots! size was incorrect for 2 pair the other pair I received 2 left foot boots..just wanted to exchange ... but have not been able to conctact anyone. trans-#od133291ht052054r-ordered 11/2023 from Zaracclub.com [protected]@outlook.com (Diane Zebro) I will also be contacting Paypal to inform them of this issue.

I would like to submit a formal complaint as Zara advertises a Defect Warranty Process they do not follow. I've wasted multiple hours from my day to ask how I can submit a claim and have so far received a runaround. On 1/26 I asked a sales associate what were my options regarding a accessory that fell off my sweater which I purchased on 12/1 (attaching receipt) however due to holidays wore once, after the "30 day return policy" and during my wear a piece of hardware fell off pre wash. He directed me to call Zara care and there was nothing they can do since past the 30 days.

The next day, on 1/27 I called Zara Care who shared since it was not an online order, there was nothing they can do. My only option was to go to a Zara store to file a claim with a skilled manager who has experience in accessing these situations. In addition, I sent a FB messenger asking for assistance and received a similar message (see photo).

Taking the guidance of your employees, I go back to the San Antonio - La Cantera Store on 1/28 around 3 CST, speak to the only manager there who would not give her name. She was like a robot repeating the 30 day return policy. Did not take the time to assess for a defect of the item and was useless. She shared I would need to file a claim by calling before she could do anything. This was opposite to what was told to me via phone and messenger.

I spend hundreds to thousands of dollars at Zara each year and have never tried to return an item until now. Zara is surly out of touch with the customer and is far from a Nordstroms who backs up their quality and cares about their customer experience.

I ordered around Nov 4-11 not sure. Because being so busy during the holidays I forgot about my order until around middle of Dec. I still do not have my shoes or boots. This is very bad service. They are paid for now I am out of money for nothing that I n.ever received. Coould u please check on that order from Carolyn Penman - 7035 W Sandpiper Ct Milwaukee, Wi 53223.

[protected]@yahoo.com I love looking at all of your shoes & boots and thought I had found a new place to order.

I bought two pairs of shoes from zara but one of them it totally disappointed me regarding its quality, the front toe leather is start creaking and same the pasting of sole is also loose its grip , and now they are telling me its not possible to exchange shoes or refund my money because of 30 days return policy but what if my shoes did well in 30 days and on the 31 day it’s be like cheap quality shoes we can get from streets and even those street shoes have more life and quality than zara it was my last mistake of purchasing from zara and everyone who is reading this don’t bye at any cost try to buy another brand . I wear these shoes only for 5 times till now and these are totally waste of money.

Order made in Canada # [protected]. Returned two items at the Richmond mall zara - item ref # 4331/127 and ref # 8741/257 and did not receive refund. In addition, from same order, returned item ref # 3548/240 by mail to returns warehouse and no refund. Representative confirmed that items were returned and says there is a hold on the returns. Reasoning is that a belt ref # 6152/691 never shipped out and status is “being processed”. Representative explained that all items have to ship out for return to be processed. Asked representative to cancel belt and get that refunded but again no refund. Zara has $440.90 of my money and have escalated issue multiple times case #[protected] and [protected]. Requested call back and have been phoning them for a month but no call back or resolution. Even called 3x in one day and no call. Stolen money from me during the holidays when I need to buy gifts for my family. Unacceptable and horrible customer service.

I received a faulty item and it took over a week to get a refund including separate chats to get my packing & postage returned. Despite me asking to record as a formal complaint as their advisors kept ending the chat before my issue was resolved I was promised it would be escalated and I would receive a call back on at least 2 occasions but nothing.

Their advisors are rude and kept you waiting before responding, sometimes up to 10 minutes at a time. I'm still awaiting a call back even now but nothing. Disgusting customer service.

I purchased from Zara home online South Africa on 14 September. I then returned by item to the address on the website, 2 weeks later (at the end of September).

I have been calling the Customer Service number (+[protected]) almost daily to follow up on my return and refund, but each time I call, I am advised that the product is receieved, but my case is escalated to understand why i have not received my refund. It is weeks later, and i dont receive any positive feedback from Zara home.

Not near a Zara store & order numerous items online. Some of your clothes are not true to their size. It is very frustrating & disappointing!

The quality of your clothes is not up to standard for the price you pay. There are always a few threads hanging, buttons not sewn well on, etc.

I understand there must be price hikes (I think recently was your second one this year). What is most frustrating is that the one moment the item is a certain price & when you are a day or two later on the website it shows there is an increase of for example a R100 on the same item. Why can't it be if it is time for price hikes do it on the new added items on your website & not on the older items?

Hi, Good morning, I have purchased a pair earrings and dresses at £66. I fine the earrings to be faulty I returned the earrings to the store in Bristol, the assistant was not sure if she refunded the item so she call the manager of the store, she said I haven't got my receipt she cannot fine the code for the item so I have to go online to get a refund back, I have got proof of purchase I had with me my bank statement at the time, I have worked in a number of store in this city if you returned a faulty item the store should make sure you have a refund are exchanged of an item to the value of what item is, all customers would like to be treated with respect and have a helpful staff, I fine the all the staff in the Zara branch in Bristol is not helpful, you have to train all staff that the customer is the important staff is not just there to take your money put the stock out and go home at the end of their shift it doesn't work like,

this is earring I purchased and the dresses , the earring is the faulty item can I please have my money back are exchanged of item,

thank you

Jean Haughton

blob:https://web.whatsapp.com/3908e021-0049-4e26-bc1f-c8903b2b9071

What is good customer service?

Customer service refers to the policies and actions that a company takes to ensure that its customers and clients are satisfied with the products or services they purchase. When done well, customer service is an ongoing process that ensures customer satisfaction at all phases of their interaction with the business, from first contact to final purchase and beyond. Customer service is vital for businesses as it enables them to retain customers. Companies can provide it by ensuring user-friendly engagement and interaction platforms and through employee training policies.

Good customer service means that customers are more likely to return to the business, rate it highly on review sites and refer it to their friends and family. It can also increase their chances of making more purchases, as a happy customer is often more willing to spend money

In data 16-09-2023 mia figlia si recava presso il punto vendita di bari via sparano per l'acquisto di un vestito Halter con schiena scoperta cod. n 0/8397/332/800/01 taglia xs.

Non essendo disponibile in store la dipendente ha effettuato l'ordine della taglia desiderata dal negozio previo pagamento dell'articolo tramite carta postepay evolution n [protected].

In data 19-09 l'ordine arriva in negozio dove da Valenzano mi reco per prenderlo.

Arrivato in negozio prelevo il pacco per poi,una volta aperto a casa,trovare all'interno un articolo manomesso in taglia XL.

Il giorno successivo mi reco nuovamente in store per effettuare il reso e per rifare l ordine effettuando un nuovo pagamento (senza aver avuto il riaccredito del precedente)per l'articolo in taglia desiderata (sempre XS).

Nella stessa giornata,dopo poche ore,ricevo una mail dove si afferma che l'ordine è stato cancellato per mancato pagamento entro i tempi mentre i soldi mi erano stati gia detratti in tempo reale durante l'ordine effettuato in negozio.

In data 21-09 mi reco NUOVAMENTE per la terza volta in store per contestare l'accaduto ed una dipendente effettuando delle verifiche riscontra che vi era stato un errore di sistema poiche l'ordine risultante cancellato in realtà era solo un ordine evaso a doppio,mentre quello reale risultava andato a buon fine ma senza alcuna mail di riscontro poichè vi era stato un errore di battitura della mia mail. Dopo sollecito mi arriva una mail affermante che l'ordine sarebbe arrivato in negozio in data 21-09.

Tornata a casa verificando il monitoraggio dell'ordine vengo a conoscienza del fatto che il mio articolo era gia presente in store e avrei gia potuto ritirarlo evitando un ulteriore viaggio.

In data 22-09 mi reco per la QUARTA VOLTA in store per ritirare il pacco,ed aprendolo in loco vengo a conoscienza del fatto che NUOVAMENTE era stata sbagliata la taglia (S ANZICHE XS STAVOLTA).

Parlando con una responsabile riesco a mettermi in contatto con lo store di Casamassima per in via straordinaria effettuare un trasferimento presso lo store di bari dell'articolo desiderato (senza effettuare alcun pagamento). Nel frattempo effettuo in store il secondo reso (senza aver ancora ricevuto il riaccredito del primo) con la speranza di riavere la somma totale di EURO 91.90 visto i plurimi disagi senza avere al netto di tutto alcun capo in possesso.

La mia richiesta finale prevede un rimborso per i plurimi disagi vissuti per i ripetuti viaggi che sono stato costretto ad affrontare per l'incompetenza del servizio online.

Per eventuali comunicazioni cell [protected] mail: [protected]@gmail.com

Giancarlo Ciammaichella

I was told my receipt would be texted to me. I never received them. 3 different times I made purchases they told me they would text them. I have received any of them. Now I need to return several things for different sizes and I cannot because I have no receipts. How can I get copies of my receipts. The store is always so busy they don’t have time to look up anything. I have the transaction numbers, dates of purchase and purchase amounts if someone could find them and email them to me! Please help! I love Zara but this makes me want to stop shooting there.

My case number is ID [protected].

I bought an e voucher online on the 14th August to the value of £150. I have never received the link and can confirm that this has not landed in spam email. I have been communicating with customer service via the WharsApp facility and have done so four times. On each occasion the chat advises that my case has been referred to an internal department and that they will be in touch within 24-48 hours. This never happens.

I tried making a return on the zara website over a couple of days. I couln't reach my zara account for some reason so I couldn't make the return in time (30 days policy). Two days (after those 30 days) I contacted the service center. My account was working again but I couldn't make a request for returning my order. I reached out to customer service so many times explaining that I wanted to make the return within those 30 days but simply couldn't. It didn't enter my mind to reach out to customer service sooner because I just moved and thought my internet just wasn't working properly yet. I asked multiple times to speak to speak to a supervisor or the deparment in charge and was declined every single time. The answer was that they couldn't accept my return anymore and that there is nothing they can do for me. To me that is not okay!