Zara USA

Dear [redacted],
Thank you for contacting Zara.com.
We would first like to apologize for any inconvenience this may have caused.
Our records indicate this matter has been rectified as of November [redacted], 2016.
Regards,
Zara.com 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.
Sincerely,
[redacted]

Dear Customer, Thank you for contacting us once again . Despite all of our products undergoing strict quality control, in an effort to further assist you we strongly advise to visit any store location in the US in order to speak with our manager. We have a clear returns policy when an item is faulty, to offer either a refund or an exchange. However, the decision as to whether it is a manufacturing fault is down to the manager’s discretion, who are trained in textiles and fabrics and who have the greatest contact and knowledge of the stock.We regret we wont be able to further assist you unless you visit our ZARA locations . Thank you, Customer Services

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]
 The company sold the item in a defective condition and they are required by law to refund or replace which they refuse to do. On top of that they are rude and insulting when you talk to them. The shirt was returned within 24 hours of receiving it and they were notified that it arrived defective. They should be prosecuted.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

Dear Customer,  Thank you for contacting us once again .  After further review, as per our warehouse the order appears to have shipped completed. Our decision remains consistent therefore we regret we wont be able to further assist in your matter .  Regards, Customer...

Services

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 do not accept the business's response because: Zara has an online store from which customers may purchase products and receive purchases in the mail. Additionally, Zara is able to send, via mail, a shipping label which the company insists is a 'gesture of goodwill', but claims to be not able to send a undamaged product in exchange. Zara is insisting if I would like to exchange the damaged pair of pants, I would need to visit a physical location. As can be seen from the attached conversation, the company is ignoring the fact that there are no Zara stores WITHIN 8 HOURS OF MY GEOGRAPHIC LOCATION (Buffalo, NY). If there was a store near me, I would be able to exchange the damaged product myself and would not have contacted the company at all. However, this is not an option for me. In order for this company to have a store in NYC where there are millions of people traveling and shopping, a policy on exchanges of damaged goods to customers who do not have Zara stores within a reasonable distance would seem necessary. The customer service I have received from this company has been horrendous, and I am horrified by their unethical 'policies'. I have sent ample photographic evidence of the unacceptable product. However, returns/refunds are only permitted on a case by case basis when 'approved' the company itself. I do not feel comfortable sharing my address and personal information with this company to be sent a shipping label. The company could claim to never have received the damaged pants or refuse to provide the refund. At that point, I would neither have the money I paid for the pants nor the damaged pants in my possession. Refunds are more difficult to provide than exchanges. Therefore, I do not accept the resolution, as I am only seeking a replacement pair of undamaged pants. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Zara USA regarding complaint ID [redacted].Sincerely,[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. At this time the details of this experience have been successfully documented to facilitate improvements.
Please bear in mind our collections are updated from week to week, in order to ensure we only offer the latest trends in fashion. We work profusely to have orders processed and shipped within a timely manner to guarantee our customers' satisfaction. A prepaid return label for each order is always included with the packages, in an effort to make the return process easy and fast on our customer's end. The return policy you agree to when shopping at Zara.com reflects the fast paced nature of our company, and allows us to continue offering the latest in fashion at the speed that we do. Therefore we are unable to accept returns that are outside the 1 month window for return, and possibly already sold out and replaced by newer styles.
Regards,
Zara.com 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 but will only consider the matter resolved after I have received the promised refund. Please see my attached letter to Zara. Thank you for your efforts on my behalf.
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:

The egift card was not received at all and was sent to two email addresses, the complaint was regarding the treatment by your employees over the matter AND non delivery of the card. Theres not enough area within the Revdex.com complaint form to list all complaints. Please take responsibility as you are a reutable corporation and improve your system as I see many similar complaints taken to the Revdex.com website. You will not improve your service by telling that many customers they are wrong.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello Isaely,Please be advise this customer was refunded for $43.19 on July **, 2016.Thank you

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:

As of 8/**/16 Zara has not yet issued me a refund. 
 
 
 
 
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.com and for your interest in our products.With regards to item [redacted], we would first like to apologize for any inconvenience caused by this matter. As per communication sent to you on June [redacted] 2016, we kindly ask that you return the item so...

that a refund can be issued. Please note on your receipt that an exception was made in order to prevent delays in processing your refund. We kindly ask that you accept our apologies and we hope you shop with us again.In case of further queries, please call our Customer Service on [redacted] or contact us by chat through our website.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:

  Good afternoon,   Upon reviewing bank statement for the month of January **17 apparently Zara debited my account as opposed to crediting my account.   On 02/**/17 I contacted the customer service department and the representative alleged she could not find my information. I provided her with my email address and phone number but to no avail.   Would it be possible to reopen this complaint since the issue has not been resolved.  Please advise.   Thank you.   [redacted] Sent from my iPhone
 
 
 
 
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.  In response to my complaint, the business refunded me the additional money that was due.  It was refunded via Paypal yesterday, 1/*/17. 
Sincerely,
[redacted]

Hi Zara, I called the customer service several times and now I have to post here because I'm not getting anything resolved elsewhere. I am supposed to receive a package couple weeks ago, but I NEVER received anything from you. After 5-6 days when I first called customer service, you told me a resolution was made, that since the tracking information stated "the order was deliverd, so there's nothing else we can do?!" This is so ridiculous. I told them that I never got any tracking information via email to track my order so I didn't even know that the package was delivered until I saw the status "Deliverd" on the Zara app. And when I asked Zara for the proof of delivery, you guys couldn't provide it as well. This is a 1,$$$ order and you said you already left it at the front door without any attention and take no responsibility now? IT'S NOT MY FAULT losing my order and money because I wasn't awared about the delivery package someone left at my front door (plus I have never received tracking information too).
Today, I've also received this reply from Zara: "After an extensive review of your case, we are unable to issue a refund or replace your order as it was delivered successfully. Please keep in mind that we cannot be held liable for lost or stolen packages"- How could the delivery be successful if I never received it? Also, I only received 1 email about the shipment confirmation, but that email DID NOT include any tracking number information. I feel it is unfair to me as a consumer who works hard for my money to be cheated out of it and left with no package or refund for the value that was lost. This is unacceptable and I refuse to allow this company to cheat me. I want a better resolution than me losing my money. THIS IS NOT MY FAULT. How come I need to pay the things I didn't receive. If Zara wants customers to take responsibility of missing package, you should make it clear when I placed the order. Or you can charge for extra shipping that require signature. It is your responsibility to hire a reliable shipping company and ensure the package is delivered and secured in the customers possession. But you did not, and therefore you should have replaced my shipment or refund me immediately.

I would want to report a problem:
I am an argentinian girl, and later I ve been trying to buy some things on zara miami and to ship them to a hotel there and zara keeps cancelling my orders due to a DATA TRANSMISSION ERROR and gives me no explanation.
please help me so I can do the purchase right!

Review: I ordered a leather jacket on May [redacted], order number [redacted], as a last minute gift, and knowing Zara ships pretty fast. The next night, I went to pick up my package at my front door only to find the package feeling very light. I couldn't believe it when I opened the package, it was empty!!! I spent $137.19 to receive an empty box from Zara, really?!?! I talked to FedEx and they told me that is Zaras problem since the box didn't appear to be tampered with. I never had a problem with my orders from Zara until this one. And then they sent me an email saying they can't send a replacement or refund because they found "no incidences." I am so angry and upset that not only am I out of $137.19, I had to take time off work to find a different gift for my sister in time for Mother's Day. I am disappointed that they offered no resolution. At this point I will no longer be shopping online and make the one hour trips to the store to avoid this again.Desired Settlement: I would like to receive a refund since it was a gift and now no longer needed.

Consumer

Response:

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

Sincerely,