Zara.com review: Complaint regarding order no. 54100954091 – lack of service and communication

Dear Zara Customer Service Team,

I am writing to formally complain about the handling of my order placed on 06/01/2026, with order number 54100954091.

According to the information provided at the time of purchase, the order was expected to be delivered on 22/01/2026. Not only did the order fail to arrive on that date, but I also received emails informing me that two of the products had been sold out, while the order status itself never changed.

Since then, I have contacted your virtual assistant multiple times, but I never received a clear or concrete solution. Each time I was told that the issue would be “verified” and that I would be contacted, which never happened.

Later, the delivery date was changed to 05/02/2026, yet once again the order did not arrive. After contacting customer service again, I was finally informed that the package would be cancelled.

I would like to understand why there has been such a lack of professionalism and consistency, especially considering that I have been a loyal Zara customer for many years. What was the reason for this situation, and why was it handled in this way?

Additionally, this situation has caused a personal and emotional inconvenience. The clothes in this order were for my 4-year-old daughter, who asks me every day why her clothes have not arrived. It is extremely uncomfortable for me as a parent to keep explaining a situation that I myself do not understand, and it feels as though I am lying to her.

I kindly request a clear explanation, as well as a proper solution or compensation for this experience.

Thank you for your time. I look forward to your prompt response.

Kind regards,
Alda Rucaj
Email: [protected]@yahoo.com