Zara USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The tracking information doesn't change the fact that I didn't receive the package. Never, ever. For such a high-value package, Zara should guarantee customer could receive it by mailing with signature confirmation?That will be much easier for me as a customer and also will be easier for Zara. But Zara just kept doing its lousy job by sending out package without any security. When placing the order, we even asked Zara not to use Lasership, which has a bad reputation and record, to deliver our package. But Zara just ignored our request and kept using Lasership. I think we have done our best to secure our package. And we as customer are not even expected to do so much extra work. That's why I really can not accept the response made by Zara.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 First of all, your so called store manager, did not refuse to refund or exchange the product because of the default. I am certain my knowledge of textile is better than your store manager but that is not anyone's concern. The sale associate and the store 'manager' immediately refused and did not even take my inquiry into consideration because of the time frame of the purchase was done. They told me it was a product of the previous season that is why they can not help me. And I am pretty sure, there was not statement on the receipt that clearly states that previous seasons products can not be exchanged or refunded. Here is my question to this 'excuse' what if I bought the product today and want to return or exchange it tomorrow and the seasonal change in the store happens over the night? What would be the excuse then to avoid a refund or exchange?  If they bothered to pay attention to the shape and the location of there the damage (rip) happen, they would have understood ( assuming they have the standard logic of an average person) it was not because how it was used or how long. Honestly, I do not care of a refund or an exchange. The issue is, a brand like ZARA treats a long time loyal customer like this over a pair of jeans is unacceptable. Yes obviously you have a return policy. But there are things the return policy does not cover, and that is not my fault. The issue can not be treated as a simple 'product exchange or refund', as I was using the product happily with no intention of returning or exchanging it until it ripped. I have been using other pairs of jeans purchased from Zara before the product in question and I have no problems with them. Is there any item in your policy explains this? If not please do enlighten me with my curiosity. One other thing about how poorly you handle my issue is; no one even bothered to examine the product or take a second look at it. You have been using the 'return policy' excuse as a shield to avoid and dismiss the issue. Guess what, its unprofessional. This has been my only and the worst experience as a customer I have had.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
[redacted]

Revdex.com:
At this time, I have not been contacted by Zara USA, Inc. regarding complaint ID [redacted].
Sincerely,
[redacted]

Dear [redacted],Thank you for contacting Zara.com.We would first like to apologize for any inconvenience this may have caused.At this time, since your package has not been located at the store of your choice, a refund in the original form of payment has been issued for the items.Best regards,Zara.com...

Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not been contacted by any customer service representative. In an email I was told that they would give me a 30% discount on my next online order and that the discount would be added automatically by using my online account (the same email I have always used). On December **, 2014, I placed an order at Zara.com. Before finalizing my order I called customer service to make sure that I was going to receive the 30% off. The customer service representative said that the 30% off would be applied to my order. I placed the order but the 30% off didn't show in my order summary. I called again and Zara's customer representative said that the discount in my order was going to appear in my credit card once the items were shipped. I just checked my credit card statement and the total of my purchase WITHOUT THE 30% OFF was posted in my credit card! I don't understand what is going on here. My order number is [redacted]. I called Zara so many times and they guaranteed to me at least 2 times over the phone that the 30% off was going to be applied to my order. Well, that didn't happen. I'm beyond disappointed with Zara's online services!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],Thank you for contacting Zara.At this time we are unable to facilitate your request to refund the bearer document referenced. As always our goal is to offer a consistent and reliable service in alignment with our operating terms. We sincerely apologize for any inconvenience caused by this...

matter. RegardsZara Customer Service

Dear [redacted],Thank you for contacting Zara.com.In regards to your email, we would first like to apologize for any inconvenience this matter may have caused you.We have opened an investigation with the carrier on your behalf in hopes to locate your order [redacted] based on your claim of non receipt....

The conclusion of the investigation was that the package was delivered successfully to the agreed address.Nonetheless, because we value you as a costumer, we issued a full refund in the amount of 425.94 USD to the original method of payment used for the order. The refund was issued on Feb [redacted], 2015. We have attempted to contact you via phone on the same day to communicate our decision, however we were unsuccessful. A confirmation email of the refund was sent to your email on file as soon as the refund was processed. You will be able to view your credit invoice by logging into your Zara.com account and visiting the INVOICE section. We recommend that you contact your financial institution for more details on the refund.For further queries, please contact our Customer Service through the  contact form or call [redacted]. You may also send us an email at  [redacted].Regards, Zara.com Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Zara is refusing to process the refund that I am owed. I sent the product back to Zara and they never processed the refund. Please refer back to the specific order number referenced in my initial complaint which clearly shows that the refund was not issued.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I have not yet been refunded for the item and the horrible return policy for damaged items has not changed. Zara makes the customer who has received damaged goods do all this extra work just to return the damaged item. That is poor customer service!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],
Thank you for contacting Zara.
We would first like to apologize for any inconvenience this matter may have caused.
Please note the correct price of the Sweater ref #[redacted] was always $49.99. Due to an isolated human error on the labeling process, the store honored the incorrect...

price tag for the sweater you selected. Nonetheless, the incorrect price is unique to the mislabeled article and not valid in the event you exchange or repurchase it.
Regards,
Zara Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for resolving this matter in such a timely matter and look forward to doing more business with you in the future. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

To whom it may concern,Please see email below, we been in comunication with the customer in regards to her complaint about a store purchase.Do not hesitate to contact us wuitn any questions.Kind Regards,[redacted]Dear customer, We hope this finds you well. Please find attached the pre-paid...

[redacted] label for your return.  We kindly ask you to put the items inside a box along with the receipt and drop it off at your nearest [redacted] location. For your nearest location go to: [redacted] As per ZARA policy “Any product purchased from Zara that remains unused may be exchanged for another product or returned for a full refund within a one month period of the purchase date as long as the article(s) maintain their original tags and are accompanied by an original receipt.   Once we receive the package to our Corporate office, as a one-time exception we will process a Zara store voucher card for the price you paid. Original receipt must be send along with the items.If the receipt is not present you will receive a store credit for the current selling price. We recommend that you insure each item before you ship it. Zara cannot replace or provide credit for any items lost during return shipping.Please allow 2 to 3 weeks for processing. Do not hesitate to contact us with any questions.  Kind Regards, Customer Service Department      [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]            
[redacted] [redacted] [redacted] [redacted] From: [redacted] Sent: [redacted]To: Customer Service USASubject: Re[redacted] My address is [redacted] [redacted]. Thanks Sent from my iPhoneOn Feb [redacted] Customer Service USA <[redacted]> wrote:Dear customer, Thank you for your response.To better assist you in this matter we kindly ask you to reply to us with your mailing address, in order to provide you with a prepaid [redacted] label to send the item to our Corporate office. We look forward to hearing from you soon. Kind Regards, Customer Service Department [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]            
[redacted] [redacted] [redacted] [redacted] From: [redacted] Sent: [redacted]To: Customer Service USASubject: [redacted] [redacted] 
[redacted] 
 
[redacted]Sent from my iPhone[redacted]Dear Customer,  Thank you for contacting us.  We regret the experience you had with our ZARA product. If an item has a quality defect, we are happy to return the merchandise.  As per our return policy, the original credit card receipts card must be presented for any exchange or return.  As an exception, you are able to return the article to the ZARA headquarters for further inspection of the garment. Once we receive the article you will be issue with a store credit for the price you paid, as long as the original receipt is present.  If your receipt is not present please include your bank statement (with the last 4 numbers of your credit card) indicating your purchase made at our ZARA store. We require that you send the original receipt along with a copy of this email for confirmation. We regret we cannot accept returns without the original receipt. In the event that an item is returned to us without a receipt, the package will be refused and sent back to you.  Please be aware that we do not process exchanges by mail. We recommend that you insure each item before you ship it. Zara cannot replace or provide credit for any items lost during return shipping. Please allow 7-10 business days for processing. If you wish to proceed please mail the article to the address below:  Mail the articles to:[redacted] Kind Regards, ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is a satisfactory first step in resolving my complaint.  However, ultimately it is my hope that my items will either be resent to me, or a full refund.  And if none of these options are feasible, I would like to at least receive a store credit in the amount that I spent, so that I can recoup my damages.  I am also hoping that in the future Zara will rethink their delivery policy to include allowing customers the option of signing off on delivered items, that way the customer receives their merchandise, the retailer has receipt verification, and everyone is happy.     Thank you,
[redacted]

Dear [redacted],
Thank you for contacting Zara.com.
We would first like to apologize for the negative impact our recent service interaction has had on your loyalty to our brand. Please note, as always, our goal is to offer you a consistent and reliable service and we stand committed to improving your future shopping experiences.
For quality assurance, all of our items are inspected for quality and there were no incidences of faulty associated with the 3/4 Length Sleeve Top [redacted] as long as handled in accordance with the instructions provided in our website.
At this time, our decision remains consistent as we reserve our right to reject returns that do not comply with our return policy where your right to a refund only applies to products that are returned in the same condition as received.
In case of further queries, please contact our Customer Service through the contact form or call us on [redacted]. You may also send us an email to [redacted].
Regards,
Zara.com Customer Service

Dear Customer, Thank you for contacting us In regards to your case, please be advised your feedback is very important to us and it has been documented in your case. After reviewing your matter please be aware that in order for the refund to reflect the original form of payment must be present ....

Therefore we regret we wont be able to further assist if the card has been replace . However we can offer an exchnage or store credit for the price listed on the original receipt .  Thank you, Customer Services

Dear [redacted],
Thank you for contacting [redacted].
Regarding your email, we would first like to apologize for any inconvenience this may have caused. We do understand your concerns and stand committed to improving your future shopping experiences
Our records indicate you have created two distinct...

[redacted] accounts which contain conflicting information. To minimize further occurrences, we request that you utilize the account registered to [redacted] for any future purchases.
Once again we ask that you accept our apologies and have noted your feedback to facilitate improvements on the overall services we provide.
Regards,
[redacted] Customer Service

Dear [redacted],
Thank you for contacting Zara.com.
Our records indicate the package was correctly delivered to the agreed address.
Please note our purchase conditions indicate the product(s) will be at your risk from the time of delivery.
As a courtesy to you, we have attempted to initiate a tracer with [redacted], which was denied due to the fact you signed a door tag authorizing the release of the package. The responsibility for the package after a release authorization is solely the customer's.
Regards,
Zara.com Customer Service

Dear [redacted], Thank you for contacting Zara.com. Regarding the consumer complaint mentioned, we would like to propose the following dispute resolution: A refund in the original form of payment to be issued to [redacted] for order [redacted] in the amount of 574.39 USD. While our records indicate the package was successfully delivered by the carrier, we will issue the refund as a commercial gesture for the inconveniences caused. Once the refund is processed, [redacted] would receive an email confirmation to her email address on file, and the funds should be available within the processing time frame provided by her financial institution. Thank youCustomer Services