Zara USA

Review: This complaint is regarding order #[redacted]placed on 12/**/13. I am primarily filing this complaint because Zara refuses to reimburse me for a package I never received! I have spoken to numerous representatives and have requested a call back from a supervisor everyday for 2 weeks. I have yet to receive a call back. Finally UPS calls me back regarding my misplaced package, later to find out they are calling back about a completely different order!!! I called Zara customer service back and they continue to give me the run around claiming they do not have that order on file when I have agreed to showing them the forwarded email from my shipping confirmation as well as my bank statement showing the funds were deducted from the account. This circus act they are giving me is utterly ridiculous. I have been trying to get the information for their corporate offices and they have refused to provide me with such! Please reach out to them because I am a valued customer of theirs and I cannot believe this is the way they have been conducting themselves.Desired Settlement: I would like to be reimbursed for my order!

Review: I had placed an order through zara.com on December [redacted] and my order #[redacted]. It was a pair of shoes and the total cost was 89.90. Now the day the package was scheduled to arrive at my home, it was stated by the [redacted] driver that it was delivered in front of my door. When I got home there was no package present. I called zara customer care to escalate the situation. They made me verbally command them to track the package. In my mind, that meant, they will be able to locate the package and send it to my address. After a couple of days of their investigation, they determined that the driver delivered my package and will not issue me a refund or the item I purchased. Now I always recieve my packages even if left in front of my door. the problem lies with accountability, I believe the driver stole my package and just wrote that he had it delivered.Desired Settlement: I want my money refunded, It is unfair to me that I have to be the one to take the loss when I did nothing wrong. I paid for something and I expect to it to be delivered. They wouldnt even give me store credit to come and purchase the shoes personally. Now my son doesnt have his Christmas present and I lost my money. I hope that you can resolve this situation for me.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

In an effort to understand the circumstances surrounding the delivery of your order [redacted], shipped under tracking number [redacted], we have initiated an investigation in conjunction with our carrier [redacted]. Our records indicate the delivery was made successfully to the same address requested at the time when the order was placed, and the package was left at Front Door.

Please note as per the terms and conditions agreed to when you shop at Zara.com, the product(s) will be at your risk from the time of delivery.

At this time, since the package is deemed delivered, we are unable to provide a replacement or refund.

We sincerely apologize for any inconvenience this may have caused.

Regards,

Zara.com Customer Service

Consumer

Response:

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 always receive my packages regardless if the [redacted] driver leaves it in front of my house. Now I order a pair of shoes and also a pair of pants that came after this incident happened with my missing package. Now I want to know how come I recieved every package except this one particular one? I believe the driver stole the package and just wrote on the report that it was delivered succesfully. There was no thorough investigation on the part of Zara becasue if they tracked the package like the represntative said they would, then they would know the package never made it to my home. 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, refund or store credit for the value that was lost. This unacceptable and I refuse to allow this company to cheat me> I want a better resolutoion then me losing my money.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Hello. I ordered 3 items from Zara.com on August [redacted]. However, one item was missing . the package that I received was fully closed, but it had two items in it instead of three. I contacted Zara 6 times and sent them an email once. Their answer was : we checked with our warehouse and according to them, all items has been shipped. So we cannot refund your money or send it to you again. It was only 25.99$.however, I want my money back

Thank youDesired Settlement: I need the missing t shirt and compensation for the time I spent to talk to their rude costumer service.

Business

Response:

Dear [redacted],We sincerely apologize for the overall experience reported. At this time our records indicate that this matter was resolved with an express replacement completed on September **, 2015. For further queries, please contact our Customer Service through the contact form or call ###-###-####. You may also send us an email at [redacted].

Review: The company did not deliver my product since it does not deliver to po box addresses, nonetheless they did not at any time during my purchase inform me of this situation, my product was shipped out and upon arrival at the address provided by myself was immediately returned to shipper, upon getting in contact with zara inc. Customer service I was informed that there was nothing they could do, even though they failed on providing me the necessary information for the correct delivery of the package, I asked them if there was any way to send the package to my home address and again was informed that there was nothing they could do.Desired Settlement: Resending of my package to my home address

Business

Response:

Dear [redacted],Thank you for contacting Zara.com.We would first like to apologize for any inconvenience this may have caused you.As per the "How to Buy" section of our website, we do not recommend customers to use PO Boxes as their shipping address, due to the fact that we ship via [redacted] and [redacted]. However, we do not rule out this possibility in the future.At this time, your package is in transit back to our warehouse therefore we are unable to reroute it back to you. As an alternative, you may send us your physical address and we can ship a replacement of the T-Shirt with Bow Applique while it is still available online. A refund for the T-shirt with Dragonfly Applique will be issued as it is currently out of stock for replacement.If you prefer, you may re-purchase the available article at your convenience, shipping the parcel to a physical address via Express Delivery, and contact us to reimburse the delivery costs as a commercial gesture.For further queries, please contact our Customer Service through the contact form or call ###-###-####. You may also send us an email at [redacted]?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory in its entirety but will accept the refund of my purchase since due to the delay the products ordered from the company are no longer of use to me, neither would one product without the other. I would like to add that the company did not provide proper service upon contacting them at their customer service number, its representatives did not display concern for my issue and did not offer any options as are being offered now, despite having explained to them that it was a Christmas gift and that I was only trying to solve the matter. I spoke to representative "[redacted]." would not provide her last name, and called again and spoke to what was said to be the [redacted], don't know of said employees are payed very little, dislike the company they work for or simple do not like their job. I would also recommend the company that if is not certain that their shipment will arrive at their destination not to offer a service that is uncertain and will cause the client inconveniences, I will not be purchasing from this company in the future since I am not pleased with my experience and the treatment provided on their behalf.

Sincerely,

Consumer

Response:

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:

A refund such as the company says HAS NOT BEEN ISSUED, what was issued was an email to me stating that a refund would be processed within 10 to 14 days "depending on my bank", my bank does not at all take that amount of time to process that, as I would think no bank does. I don't know whats going on with the company but its obviously something sketchy, probably be worth taking a look..maybe reviewing them with the attorney general's office?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],Thank you for contacting Zara.com.In regards to your refund, we are able to confirm it has been successfully issued on January *, 2015 to the original method of payment for the order.We highly recommend that you review this matter directly with your financial institution.Regards,Zara.com Customer Service

Review: I purchase a T-shirt through Zara website upon arrival I did not examine the garment right away. However two later after Ireceived the item I decided to wear the shirt. Unfortunate the shirt sleeve was torn on the right shoulder , a visable hole in the shirt. Therefore I returned the shirt to Zara. I live in a rural small town and fedex drop box is not readily availabe and I had to drive 30 miles to a neighboring city to shipped this item to Zara. I received a call from Zara stating they will not allow any exchange / refunds because the one month return policy have expired. I am not requestng a refund I only wanted another T shirt without any holes Sadly, I was refused an exchange as well. Thank you for your attention in resolving this matter. Zara contact information ###-###-####.Desired Settlement: Replacement of the torn garment

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

In regards to your email, we would first like to apologize for any inconvenience this may have caused.

We kindly ask you to please forward pictures of the LINEN COLLEGE T-SHIRT [redacted] you reported damaged to our email address: [redacted] . Please ensure the tags are visible. We will be happy to review the pictures and further assist you in this matter thus looking forward to your immediate response.

For further queries, please contact our Customer Service through the contact form or call ###-###-####. You may also send us an email at [redacted].

Regards,

Zara.com Customer Service

Review: Zara should be ashamed of themselves!! Their process for wrongly delivered items and refunds is embarrassing. I expect more from a global company and their system. I received the wrong order in my shipment and when I called Zara they stated I had to return the wrong items before they could do anything. When I asked where my items where they said they didn't know. They didn't even offer to immediately send the correct items out as replacement. When I asked about that they said the items were no longer available and they had no idea where my order went. I returned the items via mail to Zara and when I called back they said they would issue a refund. Two days later no refund, so I called again. I was then told until they had a shipment confirmation from [redacted] they would do nothing with their error or my refund. I don't know what that error has to do with me, the customer, still sitting here with no product and Zara still having my money....isn't that stealing???? Mind you I had to call Zara 4x in a period of 1 week to try and resolve this, they did NOTHING...nothing to resolve the issue and nothing to take care of me the customer. Worst experience ever! I'm disgusted and will never shop at Zara again. I had been a loyal consumer for over 10 years. I'm DONE! Not to mention the quality has declined too.Desired Settlement: I want my money Zara is stealing from me. Where's my refund?

Review: I had been a regular shopper at Zara and was first introduced to Zara on a trip to Spain. I have been shopping in Zara before there was a website or USA stores. On Friday the [redacted] of March I received my online order from Zara, order # [redacted]. In that order was a necklace. a very pretty necklace. Visibly there was nothing wrong with the necklace. At the back of the necklace was an extremely hard and sturdy cable tie, presumably to keep shoppers from wearing the necklace and returning it. But that was the problem, right there. There were four chain on that necklace....2 on each side. The cable tie was TINY, I mean itty bitty TINY. The size can be compared to a ball-shaped plastic head sewing pic. Extremely tiny. It went on all 4 chains without any space. Nada. My gut feeling told me to return the necklace, as there was no way I could cut the tie considering how hard and sturdy that tie was. My greed told me to keep it, as this was a necklace I had been looking for a while. Before I could do much with my eyebrows scissors( the smallest I could find), the necklace broke. It all happened within 10-15 minutes of receiving the necklace. I called Zara immediately and told them about it. Send an email with a picture also comparing the tie with a dime and showing them their defect. I was told by them I would be contacted via phone with in 48 hours. After 72 hours a called again to check what was going on. The telephone operator me they the superiors were still reviewing my case. On Thursday March [redacted], at 8:36 p:m, end of a business day I received an email stating that the fault was mine and there was nothing they could do about it. When I called in response, the telephone operator did no even bother talking to me and was very rude. The decision from the superiors had been made according to her.Zara I have noticed have always had horrible employee, starting from the stores going all the way to the top. Even there telephone operating customer service is rude. I liked their products, so I sucked it up. But there is a limit to everything. I can understand when there is ambiguity and both party could be at fault, but here in this case, where was my fault?? I did not create the ittey bitty cable tie. I am not in charge of the delicate( a better word for cheap) product. I am just a consumer whose greed for a pretty product made her want to keep it. The return is not about money. I am shopper I will shop somewhere else. It is about principles and respect and backing up behind your products and business. Zara not only provided a cheap product, there service was horrible. There was no decency displayed by them with standing up behind their products or on providing resolutions. With Zara I have noticed every time I have a concern, it always ends up as me being at fault.ALWAYS!!!! Why ??? This time I want a proper resolution. Their product was defected, so they need to solve their defects. Not try to slither their way out of complaints like a snake. Maybe that is how they solve their problem in Spain but this is USA. A consumer wants proper resolutions. My money is hard earned and I refuse to take accountability if somebody else is at fault.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Zara USA, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: Yesterday, I tried to return a sweater I had bought for my daughter a month ago because after two washes (per label instructions), the item was ruined. The manager, Johnny, told me the only way is to exchange it with an item. There was nothing at the store that I wanted so I asked for a store credit to use in the future, but he refused to do so. Why was I forced to pick an item when there was nothing that I needed or wanted that day??? And, since when is a sweater a disposable item, good for one month only? Modern highway robbery.Desired Settlement: I left the sweater at the store, with Johnny. I was so upset. I didn't want it any longer. I want an apology and a refund.

Business

Response:

Dear Customer, Thank you for contacting us . Regarding your matter if the transaction was outside our one month policy and the original receipt was present a store credit would be issued. Otherwise if the original receipt is not present an exchange for the current selling price will be offer. In this case since the item was left at the store we regret we wont be able to further assist since our offer was denied by the customer . Regards, Customer Services

Review: Tracking showed delivered, but package got stolen.

I reported this to the police and was told that there were many packages missing recently. CCTV showed they were taken by a stranger.

All my neighbors who had the same package missing problems got their refund or replacement from vendors such as [redacted].... However, only Zara said they wouldn't.

I don't understand why all the other vendors would like to take the responsibility and Zara is just so different.

And their customer service is not helpful. I called so many times and they just keep telling me to wait. And after about 15 days, they came up with a result that there is nothing they can do.

I was about to ask for a replacement, but they just let me wait for too long so I decided to buy the same stuff in store. Right now I would like to have a refund.Desired Settlement: To be honest, I didn't know vendor was responsible for the missing packages.....but all my neighbors told me that I should contact the vendor and that is how they claimed their money back.

It doesn't make sense to me that other vendors would like to refund their customers for missing packages if this is not their responsibility.

Me and all my neighbors all have the same situations here, with the same shipper, and I am the only one being told that there is no way to get my money back.

I just think Zara should take their customers as seriously as other vendors do, especially after I spent so much money on their products these years.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

As per the purchase conditions you agree to when shopping at Zara.com, the products will be at the customer's risk from the time of the delivery. As you have signed the door tag authorizing [redacted] to release the package at your door, we cannot assume responsibility for the loss.

At this time we are unable to process a replacement or refund for this order, as the delivery was successfully completed at the address provided.

Best regards,

Zara.com Customer Service

Consumer

Response:

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 would take it at my risk if none of the sender, the carrier and myself knew that my package would be stolen. As I have already told Zara customer service representatives many times, I didn't know someone was keeping stealing until mine was missing, but shipper must had been aware of this before they asked for my signature because the package missing issue had been reported at lease a week prior to my case. And they were not random cases, a lot of packages went missing in that week and shipper knew that once the package was drop in the lobby it was going to be stolen.

Under such circumstances, it is unfair to pass the risk to me on purpose in order to shift your responsibility.

I refused to take this as my risk due to the information asymmetry in this case. Zara should not keep using the signature that obtained by deception as an excuse to shift their responsibility. And I don't understand why other vendors are able to refund their customers as they also signed the door tags.

And I am very [redacted]et with the customer service. The representative told me a supervisor would call me back regarding my missing package on Monday and I have been waiting for 5 days but nobody ever called.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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]

Since Zara agreed that it is shipper's responsibility, it is quite obvious that the only way to solve this problem is Zara refund me and Zara make a lost claim with [redacted]. Apparently I do not have the right to make the claim with [redacted], only sender does. [redacted] do not refund receiver, they only deal with the sender. If Zara think [redacted] should take their responsibility, go ask them to refund you. I do not even care it is Zara's responsibility or [redacted]'s responsibility, Zara should argue with [redacted], not me. And I personally don't care how Zara and [redacted] make their settlement. Those are none of my business. I just know that I am definitely not responsible and should have the refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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

Review: To briefly recap my negative experience with your online store - I placed my first order ([redacted]) for seven items on Black Friday for a total of 180.88. I received a package on Monday, but when I opened the package I discovered that I had received someone else’s stuff inside. Somehow they labels must have been put on the wrong boxes. After calling I put in a claim and I was told they were going to replace the items - it took quite a few days until it was processed. Then, from the seven items ordered, only two have thus far been received, and others have been cancelled due to being out of stock, which I found very disappointing. I received a refund for some of the other items, but there is still a difference for two final items for which I have yet to receive a refund or notice of replacement.

Finally today I received replacement order [redacted] for a navy coat and a knit hat. However the navy coat was too small, which prompted me to contact Zara to request an exchange for the appropriate size. At this point I feel the customer service at Zara.com took a turn for the worse. I spoke with two customer service people, one of whom was a supervisor (Taeron - not sure of the spelling). He was apologetic but was unable to help me.

The only thing I am attempting to do is exchange my size small jacket for the exact same item in a size medium. For a reason I can simply not understand this seems to be impossible. Both customer service people suggested that I would have to return my jacket, and re-purchase it at the current price which is $40 higher. This is not a reasonable solution. I have already purchased the item, and simply want to exchange it for the exact same thing in a different size. The idea that I would have to pay $40 dollars for the same thing I already bought is absurd. If I lived somewhere close to a Zara store I would simply bring it back in where they could hopefully do the exchange, but you do not have a store in the Detroit area, which I feel I am being penalized for - something which is not my fault. The supervisor claimed the only thing he could do was offer free shipping for the replacement item, which again would cost me an additional $40. There is ALWAYS a way to meet the customer’s needs if you want to keep the customer. I have spent quite a bit at your stores and online, and would think the satisfying a faithful customer would be a priority - again I’m not asking for anything unreasonable - simply exchanging something I already paid for. Unfortunately the feeling I have gotten from this experience - both the lost package, service hassles, and now this last problem trying to simply get a coat that fits properly, leads me to want to stop doing business with Zara. It is simply unacceptable, the lack of customer service in this entire transaction.

Bottom line - I simply want to send back my size small coat, and have the identical medium size of the same item sent in it’s place. This should be absolutely simple. I’m not interested in “system limitations” and “the way the website works", etc etc. For a global business there has to be a way to process something so simple. I’m hopeful that this can be resolved, and that I can receive what I have already paid for, and that Zara will pay attention to how unhelpful and unsatisfactory their customer service has been. While the people I spoke with were pleasant enough, they really could not offer me anything of any use. If they are simply adhering to company policy I would suggest you empower your employees to do what customer service should do - actually serve the customer and resolve their issues.Desired Settlement: Exchange

Consumer

Response:

At this time, I have been contacted directly by Zara USA regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I have had the refund from the business however, the original issue never was solved! At this point I gave up and even though they were unable to do a replacement, they did a refund for what I payed for. I hope they learned from my feedback and my experience and they change their policy in the future for other customers.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased one order on Black friday. I didn't receive the package and didn't receive the tracking number, so I called Zara. The advisor said they would check with carrier. After about two weeks, I received an email that they checked with carrier and said the package was delivered, so they would not refund me. The second time I called and asked for tracking number. The advisor said I need to contact the carrier by myself. But I called OnTrac and there's no one pick up the phone. I think this is totally irresponsible. This is my first time that a store ask customer to contact the carrier rather than themselves.Desired Settlement: I left my previous address so I want to be delivered to a new address or pick up my clothes in a store here.

Review: On September ** I went to Zara to make a purchase for $241. I put my debit card pin in, the register froze, and when I was asked to swipe again my card was declined. I checked my account and the $241 was already withdrawn, yet Zara claimed my transaction did no go through because my receipt "did no print." They had no other way of checking to see if it went through, and after speaking to multiple managers, I left without product - thinking my transaction could be just pending as a temporary hold on my account. Three days later the transaction went from pending to completed, even though I was not allowed to leave with the items that day since my transaction "never went through." I have gone into Zara and called their customer service number multiple times, and they have no way of seeing that transaction that was dropped and have no way of going through their transaction history to even provide me with a receipt so I could actually obtain the items that I had paid for. I filed a dispute with my bank and it has been 20 business days and the merchant, Zara, has yet to respond.Desired Settlement: I would like the full refund back to my checking account linked to my debit card, since I paid for items that I never physically obtained.

Consumer

Response:

At this time, I have not been contacted by Zara USA regarding complaint ID [redacted]. I have called my bank multiple times to follow up and to ensure that my dispute has not been closed without resolution. [redacted] has informed me that Zara has not contacted them back yet either, despite constant pressing.Sincerely,[redacted]

Review: Below is my second and most recent letter of complaint sent to ([redacted]) Zara dated October [redacted] 2014 1:44pm, I have had no reply from that address or any representative from the company since this time. Altogether it has been over two weeks, two letter of complaints and numerous phone calls to their customer services with no reply from them at all. I am beginning to become very nervous that I may never get a response regarding my complaint and more importantly compensation for my financial loss. I am reaching out to the Revdex.com for advice and assistance in resolving my issue with Zara.

MY UNRESOLVED ISSUE:

On Thursday the [redacted] of October 2014 I visited the Zara Store on [redacted] and purchased a pair of trousers costing $79.90 and a Blazer costing $199.00…the total of my spending in that store on that day was $278.90 of which I payed cash.

On the very next day, Friday [redacted] of October I returned to the very same store with the trouser only together with the original receipt from my purchase to have a security tag removed from the trouser after noticing it was still attached while trying it on that night

To my utmost disbelief, I was faced with what can only be described as inappropriate and seriously embarrassing accusation of theft towards me, and a 40 minute inquiry into why the security tag was still on the trouser during which time I was left to stand and wait by the cash desk.

Following this I was told by a gentleman that he cannot give me back the trouser I purchased the day before for reasons I simply couldn't and still cannot understand.

Since that very moment I've not only had to leave the store without the item I purchased with my hard earned money and no confirmation I will ever get it or my money back, but the whole experience have left me confused, bewildered, emotionally distressed and frankly scared to purchase anything in a Zara store ever again.

I wrote an initial letter of complaint regarding this matter on the evening of Saturday [redacted] of October via the 'contact form' on both the Zara and [redacted] website and since then I have had no reply or even a courtesy phone call that you have received my complaint and or you are even looking into it.

As I said earlier, and to put it simply, as a customer I have spent money in a Zara store and have had my item taken back from me by Zara with no confirmation of if I will get it back or the money I have spent. It is important to note that I have shopped at Zara before, both in London when I lived there and most recently in the US and I have never been a victim of this sort of mistrust and ill treatment as a paying customer in your stores before. This only leads me to believe that my unforgettable experience which took place in the [redacted] NYC store on Friday [redacted] October was a direct and unfair accusation against me. With that said, as time passes by and with no response from yourselves, my next course of action may be to seriously consider legal action against Zara for my distress and financial loss.

I have attached a detailed report of my unresolved issue from start to finish and have included the names I was given of those who were involved, I have written a brief description of my good character as I feel the need to do so for this case, and I have also attached a copy of my original receipt for your reference, I would truly appreciate receipt of my complaint to you and a comprehensive time of when or if this will be resolved by your actions.

Thank you [redacted]Desired Settlement: I believe the store is responsible for promptly returning to me the merchandise I bought, or for the very least refund me the cash I paid for it. I would also appreciate an explanation from Zara as to why I was put through this lengthy process to get returned what is rightfully mine as I paid for it and have always had a receipt to prove it.

Consumer

Response:

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

Sincerely,

Review: I purchased a coat for my son that was $59.90. But when the coat was received it was marked $39.90. I was told by [redacted] to send pictures of the price tag because the coat may have been marked down in store and that a [redacted] would call me. I never received a call from a [redacted] but a callback from [redacted] instead. And she apologized for the mistake but told me I would not be receiving the difference back after sending photos of the price tag. This has been unprofessional and inconvenient.Desired Settlement: I would like the difference returned to my card. Another price was on the tag.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

Please note the details of your experience have been documented to facilitate service improvements.

We would like to apologize for any inconvenience caused by this price tag discrepancy. In regards to item [redacted] with Detachable Patches [redacted], our systems indicate the price that was charged for this item is $59.90. Please note, the price paid for the item is the price agreed upon checkout.

Regards,

Zara.com Customer Service

?

Consumer

Response:

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 would like the difference from the tag and what I paid for credited to my account. Zara has not done a good job meeting the customers satisfaction.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

As per the purchase conditions you agree to when completing your purchase at Zara.com, we are under no obligation to sell the product(s) to you at the incorrect (lower) price.

At this time, our decision remains consistent as the price paid for order the [redacted] with detachable patches (ref. [redacted]) was the same displayed on the website at the time of purchase.

Regards,

Zara.com Customer Service

Consumer

Response:

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 agree with the resolution.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a shirt for my daughter. It came, she put it on and we noticed a defect on the sleeve (cut cloth). She took it off and I laundered it for return. Return was posted the next day. Zara refuses a refund stating I had it for weeks and made the cut, which we did not. The return shows it was made in 24 hours and I had promptly emailed the company. I expect a refund as I am entitled to by law for defective merchandise. The customer service reps are arrogant and unknowledgeable.Desired Settlement: Full refund to credit card or by check.

Business

Response:

Dear [redacted],Thank you for contacting Zara.com and for your interest in our products.We would like to apologize for any inconvenience caused by your most recent service interactions with our Customer Care Dept. Please note the details of your complaint have been reviewed thoroughly however in alignment with the terms and conditions associated with your purchase we are unable to issue the refund requested. As stated on our website, Zara.com reserves the right to reject items which are not in the same condition in which they were received. Regards,Zara.com Customer Service

Consumer

Response:

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,

Business

Response:

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.

For quality assurance, all of our items are inspected for quality and there were no incidences of faulty associated with the Shiny forest printed T-shirt ref [redacted] as long as handled in accordance with the instructions provided in our website.

As per the terms and conditions you agree to when you shop at Zara.com, your right to a refund only applies to products that are returned in the same condition as received.

As a one-time exception, and a gesture of goodwill, we will accept the return of the t-shirt for a refund in the original form of payment.

If a new prepaid return label is required, please contact our Customer Service directly via phone at [redacted]. You may also send us an email to [redacted].

Regards,

Zara.com Customer Service

Consumer

Response:

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,

Review: I had made purchase on zara.com , order #[redacted]. I returned two of the items I purchased and I didn't receive the full refund. The refund amount I received didnt include the sales tax I paid at the time of purchase, which is $10.65. I have been contacting customer services, and based on the invoice they provided to me, it cleared shows that after subtotal the purchase amount, I have been charged for $10.65 sales tax. However, the customer services did't not respond to my further inquiry regarding the refund anymore.Desired Settlement: $10.65 sales tax refund

Business

Response:

Dear [redacted],Thank you for contacting Zara.com.In regards to your email, we would first like to apologize for any inconvenience this may have caused.

Please note all refunds are processed for the amount of the merchandise returned plus any applicable sales tax charged.The return of your order [redacted] was processed in two different transactions.In the first transaction, the below items were processed and refunded:Lace front cardigan $39.99 + (no tax)Long Jumpsuit with sheer details $49.99 + (no tax)=Total refunded $89.98The remainder of the order has been refunded today, the below items were processed and refunded:Wool coat $119.99 + $10.65 taxDouble layer combined top $ 29.99 + (no tax)Wool layered skirt $39.99 + (no tax)=Total refunded $200.62At this time, the total amount refunded is $290.60, tax inclusive.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

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Consumer

Response:

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,

Review: I place an order about two months ago and Zara is saying that [redacted] delivered the package but I never receive my order. Now I don't have the money either the package and Zara is saying they are sorry about that they will be more than happy to place a new order and I'll have to pay for it.

Zara is not wanting to help me and I feel frustrated they keep putting me on hold every time I call and they won't help me.

I need help please all in asking is to please send my package or reimburse my money.

I hope someone can help me on this matter. Thank you.Desired Settlement: I want my money back or I'll be more than happy to receive the clothes that I order . I just can't believe they won't help a customer in need .

Consumer

Response:

At this time, I have not been contacted by Zara USA regarding complaint ID [redacted]. It's like they don't care about customers having a complaint at all . This company shouldn't be in bussines the way they operate.Sincerely,[redacted]

Review: I sent a watch and a pair of sunglassess to [redacted](###-###-####) to repair a [redacted] watch an a chanel glasses. [redacted] told me that I have to provide them with a label in order for them to send me the items back. by mistake I used a ZARA( ###-###-####) label when [redacted] received the label send it to my adresss in july **. but when [redacted]send the package send to the label address that was Zara warehouse address [redacted]. I made several calls sinse August claiming my items they said it was there and I would received it soon but I never receive it I called againg they said the I have to identify the items in order for them to send it. I identify the itema a silver [redacted] watch and a pair of chanel glasses. they sdaid ok you will receive it soon. Im still waiting until this week they call me and they told me yes we received it but the box was empty. today OCT * 2014 the [redacted] call me and told me they never received it. I began please help me I want my items back they my they dont have no business and stayed with my stuff I have prof of the [redacted] somebody sign.please help me.Desired Settlement: DesiredSettlementID: Refund

Pleaee I need yo guys to help me the [redacted] told me do not call anymore because is nothing to do but I want my items back they dont pertain to [redacted] or Zara they my items they supposted to return the package back not to stayed with my items give all the differents excused and now told me sorry we dont have it. I need an investigation with Zara or [redacted] but I want my itemd back please help me. the tracking # is [redacted] and if you call Zara (###-###-####).

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

We do understand you have mistakenly mailed products of other brands to our warehouse using a prepaid return label intended solely for the return of Zara.com purchases.

As a courtesy to you, we will review once again whether or not the described items are in our warehouse. Once additional information is available, we will be in contact with you.

Please note, however, in the event the items are not located, Zara.com will not assume responsibility for the loss as the return was made to our facilities incorrectly.

Regards,

Zara.com Customer Service

Consumer

Response:

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 still not received my stuff back someone sign for the package [redacted] have prof that they did received it. where is my items. severtal times when I called they told me the items was in the werehouse and from no where they told me they never receive it but when I told them I have prof from [redacted] the someone there sign for the package. they change the history again and said that they did received it but the box was empty. so what story shoul I believed I only want my items back or somebody to paid my money of the cost of my items. thanks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

As per our purchase conditions, Zara shall not be responsible for any product that has not been properly identified and authorized for return in accordance with Zara's return policy. The return of any improperly or non-identified and unauthorized product is at your sole risk and you shall bear all costs under such circumstances. Zara shall have no liability or obligation to you for such an unauthorized product return.

Regards,

Zara.com Customer Service

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Consumer

Response:

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

Sincerely,

They been sending email and we been going back and forb but I need a solutionplease

I placed an order through Zara.com, when I received the order, the invoice in the box, my name and address was correct. However all the items in the box were incorrect with nothing matching my order. I then proceeded to call Zara cs number and let them know of their error and asked how this could be resolved. They apologized and asked me to give them the reference number of every item that was in the box which they confirmed was not what I had originally ordered. They apologized and then advised me that unfortunately most of the items I had ordered were now all sold out or at a quantity of 1 was left and I would most likely not be available by the time they tried to shop them to me. I asked them if they could ship the available items immediately as they had made an error and obviously shipped the wrong order to me. They then had the audacity to say that they would not ship anything out to me until I returned the wrong order back to [redacted] and provided them with a return tracking number. I let them know that that was unfair of them to do since they made the error and almost all of my items were sold out and the little that was available was not guaranteed so I would appreciate if they would ship the available items asap and I would return the wrong order today and call back with the tracking info. Unfortunately the rep denied my request and so I then asked to speak to a supervisor, the rep then informed me that she was the case manager and there was no one else I could speak to. I then asked for a full refund as soon as I could provide them with the return tracking information. The rep apologized and said to call back with the tracking info once I had it. I go to [redacted] and get the information they required and I call back and speak to a different rep. I explained the situation and then he advised me that they would not process my refund until the items were at the warehouse even though I had the tracking information proving I had returned the items. I told the rep that that was not what the previous rep had said. He then said I misunderstood the previous rep and that they would not refund me until the items were at the warehouse. I again asked to speak to a supervisor and again was told that he was the "case manager" and that there was no one else I could speak to. I call back this afternoon because the tracking information showed that they had received my return in their warehouse yesterday before noon and I wanted to know if my refund had been processed. The new rep that answered advised that no refund had been processed and that she would "try" to have it processed today. I let her know that I needed the refund to be processed today because that's what I was told would happen. She then said she couldn't guarantee it and they would just "try" I explained that that was unacceptable because from the beginning, Zara made the error, Zara charged me almost $200 for clothing that I ordered and I did not receive, instead I received someone else's order, I explained that Zara then provided horrible Customer service by saying they wouldnt ship out whatever available products they had until I provided a return tracking number for items they shipped to me in error, Then I was lied to by the reps saying that there was no one else I could speak to in regards to helping me with an mistake Zara had clearly made. I explained to her that I was also in customer service and I know that there is someone I can speak to besides all these "case managers" which is just a fancy name for cs reps. She then advised that there was "no available supervisor" on the floor and she would have someone call me back by the end of the business day. I asked if they would process my refund today since it's a 3day weekend and Zara owes me my money asap because I never received my order and she responded with "I'm sorry ma'am, I'm not sure" I advised I would contact the Revdex.com and then we ended the call.

Review: Store located in [redacted] neglected to provide refund or exchange due to associate not checking the item prior to sale. Tags on the interior apparently were missing (tags that provide care instructions), which no one checked at the time of purchase. Shirt was unworn, and had a receipt along with store tags, however apparently interior tags were not present. The store associate at the time of purchase did not inform me that this shirt had missing interior tags. This is not something that client should be checking while purchasing an item. This is a matter of poor customer service, the store neglected to resolve the issue and showed no clint respect.Desired Settlement: I requested store credit, exchange or refund.