Zara.com – Incorrect order, item delivered to zara cfc mall store, no refund confirmation email till now!!! Nothing was processed for a week now!!

It is totally unacceptable to receive an incorrect order - [protected], item delivered back and received by Nada in the CFC store on April 29th (since a week from now). She confirmed that a refund confirmation email will be received on April 30th. I visited the branch again on May 1st 2025. Again just confirmations that I will receive this email shortly.
No refund confirmation email received till today May 6th, 2025.
Payment was done by visa.

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