Zara USA

Review: I placed an order to Zara,.com for item# 0/7855/374/800/04 (order number [redacted]) on 1/**/15. I received the product on 1/**/15. The item a, strapless long jumpsuit was faulty in that the zipper did not stay together but opened and would not allow for a person to wear it. I decided to return the item by shipping it back to the company. I wanted to also be refunded my shipping cost since I don't think I should have to pay shipping on a faulty product. The customer service rep told me that I would have to take pictures of the item and email them to Zara in order to get the refund. Thinking that this was a ridiculous request, why should I have to do all this work in order to receive a refund for a faulty product, I refused. The rep said that she could not guarantee that the cost would be refunded because the item may not be recognized as faulty by the warehouse and they would just ship it back to me. I said that regardless of the reason I was returning the item, I had a right to return the item, she agreed but still couldn't help me. I asked to speak to a [redacted] and she said they would have to call me back.Desired Settlement: Refund and the return policy updated to make it easier for customers

Business

Response:

Thank you for contacting Zara.com and for your interest in our products.We sincerely apologize for the overall shopping experience mentioned and have reviewed the details related to order [redacted]. Our records indicate that on 01/**/2015 upon receiving your complaint, a refund was issued for the delivery charges in the amount of $4.95. Please note as stated in our purchase conditions, in circumstances where an item does not conform to your order we ask that you contact us for further instructions. The pictures requested assist in the appropriate documentation of any defects mentioned which prevents delays in the refund process. However, as you have opted to return the item directly to our warehouse, we will fully examine upon receipt and notify you of your right to a refund via email. If the item is unwashed, unworn and in the original condition received, the item will be refunded in full which will be credited to the original method of payment used. At this time your return tracking number [redacted] is in transit to our warehouse. 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,

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 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,

Business

Response:

Dear [redacted], Thank you for contacting Zara.com. In regards to your email, please note the item has been received and processed in our warehouse. At this time, a refund for the merchandise plus shipping has already been issued. You may refer to your Zara.com account to obtain the credit invoice. We apologize for any inconvenience this may have caused you. 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,[redacted] 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 ordered an item from the Zara website three weeks ago. When the item arrived to me two weeks ago, I discovered that it was damaged and unwearable. I immediately contacted customer service via phone, where I was told I must take pictures of the defect and send them to the customer service department and was promised a response in a day. When I did not get a response the next day, I called asking why no one had contacted me, and I was told I would have to keep waiting for the "appropriate department to review the situation". When I asked the customer service rep what solution I may expect, she promised either a free exchange for the exact item, or keep the item and get my money back. Well, this did not happen, and when I got my "solution" customer service informed me that the product was now out of stock (4/5 days after I reported the defective item, and had they not taken so long, perhaps the item would not have sold out). They instructed me to return the item to them via mail and get a refund. I explained that this was an unsatisfactory solution, as I ordered and payed for an item that I want, and them selling out was not my problem. I suggested they issue me a refund, let me keep the defective item (as my first customer service rep explained may happen) and I use that refund to take the item to my dry cleaners for repair. Customer service emailed me back (not one in this company has tried to contact me via phone, but rather continue to email me, which takes much more time), explaining that they have forwarded my request to the "appropriate department. It is now two weeks after I got the defective item in the mail, and still have gotten no solution. I am stuck with a defective item, and have been robbed my hard earned money by Zara's shady business practices. I explained to them that if they continued to give me the run around, I would have to take the situation to a higher authority, and I gave them a week to come up with a solution, but they have failed to show me any value as a customer who has spent hundreds of dollars in the past month on their poor quality items. It is also even more frustrating because this is the second defective item Zara has sent me. The first instance, I did not make a big deal about it and just went out of my way on the Saturday after Thanksgiving (such an inconvenience) and returned the item in person at the store, rather than complaining to customer service.Desired Settlement: I would like to get my money back, keep the defective item, and use that refunded money to have my tailor fix the item. And I would like to never do business with Zara again

Business

Response:

Dear

[redacted],

Thank

you for contacting Zara.com.

In

regards to your email, please be advised your feedback is greatly appreciated

and has been documented on your case. Additionally, all phone calls are being

reviewed so that we may improve on the overall services we provide. This was

definitely not the experience we wanted you to have and it served us as an

example of the areas in which we must improve in order to provide the best

possible service to our customers.

Because

we stand behind our products, we do not encourage our customers to keep

articles that present manufacturing imperfections. Thus, we request the return

to be completed so we can fully examine the article for quality assurance

purposes and to determine the origin of the defect.

In

accordance with the terms and conditions you agreed to during the purchase of

the T-shirt with embellished pocket ref# [redacted], please note that

upon receipt and review of the returned product, we will refund the purchase

price and applicable sales tax to the method used to make the payment. Regrettably

the item is no longer available in stock, therefore a replacement cannot be

offered at this time.

As

a token of our apologies for this inconvenience, we offer you free express

shipping on your next Zara.com order. Simply select Express as the method of

shipment and contact us with the new order number so we can reimburse the

shipping cost.

For

further queries, please contact our Customer Service through the contact form

or call ###-###-####. You may also send us an email at [email protected].

Regards,

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]

If this was the solution I was content with, I would have never contacted the Revdex.com. I did not want to waste another few weeks, just to get the exact same solution that I was not satisfied with. Furthermore, I do not want to wait another however-many days for zara to receive my item, process the refund, and then finally me receive my refund. I am livid with Zara for making me waste over 4 weeks waiting on a response that is mutually agreed upon. I demand a satisfactory solution, and some compensation for my wasted time and money with this company.

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

Sincerely,

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: My residence is in the USA. This past Fall, (end sept, early Oct)I purchased three of the same rugby shirts from Zara to take to my three grandsons who live in London. Their ages are 3yrs, 6yrs, and 9yrs, and I ordered the correct size for each. The shirts were so well liked that the decision was made the shirts would be saved for the Christmas Holidays and make their debut for the annual visit with Santa photo. When this day arrived, a problem immediately became evident when the boys were being dressed. The neck openings on the shirts were too small for the size of the shirt and she had to force the shirts over their heads at considerable discomfort to the boys, (the hope was that this forcing would loosen the opening). Then the shirts had to be removed and the disrobing experience was far worse. This was the first and last time the shirts were worn. The defect in the small neck size could not be detected until you attempted to put it over the child's head. There was the same issue with all three shirts---making them unwearable. When we saw the family for Christmas, my daughter-in-law relayed to me the problems she'd had with the shirts resulting in the loss of an outfit for the boys she'd counted on for the Holidays.

Following the instructions on Zara's website, I contacted customer service, and relayed the issue of the neck holes being too small, making the shirts unwearable. The representative said she had to write the problem up and submit it to her "committee" ?? and they would decide on the issue. ( case# [redacted]). I received a call from the rep with the request that my daughter-in-law take a picture of the shirts and forward it to them-- which my daughter-in-law did with a note reiterating the issues with the small neck openings. (The picture--an odd request since you could not detect the smallness of the opening in a picture, or in your hand, ( previously mentioned to the rep) but it was certainly evident in attempting to dress the child).

Zara's rep called in a few days to say the "committee's" resolution was that the shirts were now over the 30 day requirement for return (at this point they were) and the tags had probably been removed----end of issue as far as the "committee" was concerned.

Zara took no responsibility for merchandise (brand new) that turned out to be defective---and unwearable. There was no offer of a refund, or to replace the shirts with ones that were properly sized ( the shirts were still being sold on the website at this time), or to give me a store credit. This transaction cost me $77.70, totally wasted money. Their website states all defected products would receive a full refund, that included the return delivery charge.

As this letter indicates I have been unsuccessful in resolving this problem and receiving a refund. I'm hoping you have a more persuasive method of resolving the issue.

Thank you in advance for any assistance you can provide.

Yours, truly,

[redacted]Desired Settlement: Refund the credit card initially used in the purchase. The customer service rep had no trouble finding a record of the transaction.

Consumer

Response:

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

When I first notified you of my complaint with Zara, you did inform me that there was the possibility that neither you nor I

Review: Ordered an item prior to Christmas for my wife and needed to return because it was not the right style. No return information found in the box so I went online and logged in. Information presented for returns is unclear, stating I need to submit a return request, so I did. Email received says "[redacted]" No other email received. When calling customer service, was rudely told that it was my responsibility to contact customer service to receive a return label, instructions that are found no where online or in the box I received. Blaming customers for your own lack of attention to detail and clear communication is a poor way to handle customer service. Was told that since I am now past the 30 day return period (which due to ordering item before Christmas as a gift only gave me a handful of days to return it anyway, during which I was waiting on the return request email I was told I would receive), the rep told me there is nothing that they are obligated to do for me.Desired Settlement: Send me a return label and process the return.

Business

Response:

Dear [redacted], As we have been unable to contact you by phone in order to verify some details, we kindly ask you to call us on [redacted] as soon as possible. We try calling back on January [redacted] 4 times with no availability . In case of further queries, please contact our Customer Service through ###-###-#### Thank you, Customer Services Case [redacted]

Review: I purchased a puffer coat on Zara.com in November 2014. The zipper frequently jams due to a loose lining that runs along the zipper and gets caught in it. About 70% of the times I wore the coat (which was every day in the winter), I had to work at the zipper to free it. On many occasions I had to have friends help me out of the coat, or I had to step out of the coat or take it off over my head. Once the coat was off, I'd then lay the coat out flat inside out to try to free the lining from the zipper by wiggling or pulling as hard as I could. On one occasion I could not free the lining from the zipper, so I cut the lining. I contacted Zara to see if they would refund or partially refund me for a coat that's just a pain to wear. They had me send in photos of the hole in the lining, the scratches on the lining where it's been caught before, and the zipper jammed. They determined it to be a manufacturing error, for which they claim they are not liable. I have spoken to representatives several times to try to resolve this with a refund or other compensation and they have refused. Today a rep suggested I was too fat to wear the coat, and maybe that's why I cut the lining. Doesn't she realize that cutting a lining wouldn't free me from the coat if I were stuck, never mind that that's something you just don't say to a customer?Desired Settlement: I'd like compensation for this manufacturing error that's caused a ton of aggravation and an apology from the rep.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

In regards to the puffer coat purchased from Zara.com on November 2014, we would first like to apologize for the experience reported.

After thoroughly reviewing the details mentioned, we can disclose that item has been inspected for quality and there are no similar incidences of damaged lining or zipper associated with this particular article that would characterize a manufacturing flaw.

At this time we are unable to offer you a replacement or refund for the worn item.

Regards,

Zara.com Customer Service

Review: Good afternoon,

My name is [redacted] and I wanted to report and discrimination issue which took place on black Friday at your Soho location. I arrived within the store in hopes to find a good deal on a pair of shoes for my birthday. Within this entire process, I ended up finding three pairs that I loved so I began to start looking for other clothing items to have also. As I began to start looking for clothing a security guard came to me and said "Put those shoes down or go and pay for them I know you are about to steal", has he made gestures to try to touch my arm. Taken back by what happened, I immediately took off on him addressing his disrespect in approaching and telling him the proper ways to make sure someone is not stealing. I was completely embarrassed being an MBA graduate who indeed has an job I do not need to steal but I was still targeted in a disrespectful manner in front of a great amount of consumer who all began to stare at me as if I was the culprit. I began to cry because I have never been blatantly accuse of stealing anything before, I began to talk to a couple of consumers who saw the entire incident and agreed that it was uncalled for and to speak with the [redacted].

I finally got a hold of a [redacted] since it was pretty busy but what I thought was going to happen was completely diiferent from reality. The [redacted], [redacted] was rude she asked me what was wrong and I told her about the entire incident. She proceeded to say there is nothing she can do if she did not see the incident. I asked her to at least speak him to about the situation, she clearly knew something was wrong by the tears running down my cheek bones as I told her the story about me be discriminated upon and how I was embarrassed. I am an Multiple Scerlosis paitent and my attacks are triggered by stress and this entire situation caused my symptoms to act up because of my emotions when I realized no one was going to help me out. I decided that I will wait until Monday to speak to corporate to see if something can be done about this because it is not fair to be targetted within the store.

And when I asked what was the reason I was being targeted for Shoplifting he said:

1. You were looking back.

Explanation: I was looking back because it was a good 200-300 ppl within this store on Black Friday and I needed to try on the shoes to make sure that they fit me proper which meant I also had to place my purse on the floor. With my purse on the floor I was constantly looking back at it making sure no one was touching any of my things.

I also tried to get both the [redacted]s name and the security officers name but they both refused but I ended up getting their names from sales associates on the floor who told me.

Please help me make sure nothing like this happens to no one else, this is embarrassing. There is enough discrimination cases taking place in NYC at the moment (i.e. Barneys). I just want do not like the customer service skills of this particular store because I am an Zara advocate must of my wardrobe comes from this company and I do not want this one experience to ruin my perspective of this entire brand.Desired Settlement: I would love an apology or something because I just do not like that I was not able to get justice for being falsely accused of theft and the security guard actually grabbed my arm which is against the law if someone did not walk out the store with merchandise.

Business

Response:

Review: I placed an order on April **, 2014 from Zara with the order number [redacted]. When I placed the order I paid $9.95 to get overnight shipping. I got an email with the tracking number [redacted] and the package was due to be delivered on April **, 2014. On April **, 2014 I tracked my package and noticed that it was delivered and someone by the name [redacted] signed for it. I have no knowledge of whom that may be so I contacted Zara. I spoke with the [redacted] and she stated to me that I would receive a reply back about the missing package no later than April **, 2014. She then went on to provide me with a case number ([redacted]) and her direct extension ([redacted]). On. April **, 2014 I contacted and spoke with [redacted] and she informed me that she didn't have any updates so she was about to reach out the department that deals with missing packages and contact me back.; 38 minutes later I got a call back from [redacted] and was informed that they are asking for me to wait until April **,2014 and I was guaranteed the case o be completed. I contacted on April **,2014 and as informed that [redacted] was on break and I would get a call back within 30 minutes. Hours went by and I didn't get a call so I contacted back. The first and second gent I spoke with hung up the phone when I asked to speak with [redacted]. I then contacted back and spoke with [redacted] from extension number [redacted] and she said that it was no update and she was about to reach out to they department to see if they have any updates. When contacted me back within the hour and informed me they were still waiting on papers from FedEx and sled me to wait until April **, 2014 and I would have an update. On April **, 2014 I contacted and was informed that [redacted] nor [redacted] was in to speak with me so I spoke with [redacted] from extension number [redacted] and she informed me that once again no updates was available and the notes on the account stated that it would be an update on April **, 2014. I disagreed with waiting additional time. I was told to wait until April ** then April ** then April ** and I still have no updates and they keep trying to delay the case in which I'm not wiling to wait any longer.Desired Settlement: I m requesting a full refund and also something complimentary seeing that I paid for overnight shipping so my son could wear the items for Easter and also because the time frame they provided me with have no been fulfilled.

Review: I ordered a zara package worth about $200, I never received the package, I called the costumer service to ask a refund, like I expected, they said it is delivered and won't be any refund back. I have several friends who had the same problem and I found that some times they left the package in the lobby instead of in the locker of in front of my door. And there is no option to ask for signature. This is not the first time I have lost a zara package, and at least I want some prove saying that this is being delivered.Desired Settlement: should at least showing prove of delivery rather than just saying I asked the delivery guy and he said it is delivered, or give a refund or store credit.

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 reviewed all the delivery details in conjunction with the carrier Ontrac.

Our records indicate there have been no errors in the delivery process and the delivery was made successfully to the shipping address requested at the time of purchase.

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

We sincerely apologize for any inconvenience this may have caused.

Regards,

Zara.com Customer Service

Review: I placed an order online via Zara.com for the amount of $259.60 on 12/**/15. I checked on the item on 12/**/15 and it stated the item was delivered by [redacted] on 12/**/15 at a time I was at work. Furthermore, my mother and boyfriend were home and didn't see a truck or hear a doorbell for delivery. My order consisted of 4 items. Order #[redacted], I contacted Zara.com via telephone and they told me they would conduct an investigation because the item was indicated as delivered. I would have to wait the 8 business days and someone from customer service would contact me. 9 business days later no phone call was recieved so I called them back and spoke to an Amy who told me that Zara is not responsible for lost items and that as long as it says delivered to the address indicated it is out of their hands. I was instructed to file a police report or follow up with my credit card company. This was the most ridiculous thing I had ever heard in my life. Why should I be responsible for paying Zara if they can't even insure I will receive my items or be reimbursed in the event I don't recieve them. People steal packages all the time including the workers of the delivery companies. The item said delivered but it never said to whom, I have a continuous issue with [redacted] and [redacted] leaving packages in front of the door out in the open for anyone passing to take. I have been a Zara customer since 2005 and I am disgusted.Desired Settlement: I would either like the items and I will arrange a pick up at a store or a full refund.

Business

Response:

Dear Customer, Thank you for contacting us. As per our records your order was delivered correctly and unfortunately we cannot assume lost . We regret we wont be able to further assist . Thank you, Customer Services

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:

That is not acceptable and Zara has lost a loyal customer.

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

Sincerely,

Review: I attempted to return two items that I purchased two days ago (7/**/2015). At the time, the manager was assisting another customer that was returning items that she purchased online. The manager told her even though she was over the 30 return policy, she would allow her to do it. Meanwhile, I was waiting for a "return code" (which Zara does not use. I've returned before and I watched two other people return without a manager entering a code). When the manager, Margaret, came to the register, she turned her face upside down. I asked if there was a problem and she asked did I see the stain on the neck of the shirt. I told her no, but it's a white shirt so it could have came from anyone trying it on. I only tried on the items twice, but I would take the white shirt home because all it needed was some bleach. She then inspected the suit pants. She told me she was not going to return them because they had a crease in them. I am a size 12 and the pants weren't made out of expensive material. I explained that I tried the pants on once in the store and once at home, but they did not match my blazer and were too short on me when I put on heels. I also explained to her that I put creases in every single thing I wear. All it takes is an iron. She still refused to take the pants back.

I asked her for corporate's number and she said go to Zara.com. I said that's not a number and she said I'm not giving it to you, go online. I told her I did not have access to the Internet and she told me "Oh well you'll figure it out". Then she turned around and said "Why do they always do this? They always try this."

1- who are "they"? People of color? Because the [redacted] woman returned items that were 31+ days old and you accepted that.

2-why is she representing the company? I have never experienced anything like this in my life. I have been a loyal customer to Zara, but I will NEVER patronize the business again.

The 212 number that the online customer service people give also does not work. The operator repeatedly told me they do not deal with in store issues. Something needs to be done. If I have to pursue filing a law suit due to discrimination I will.Desired Settlement: I would also like for someone from the corporate office to call me or email me.

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]

It took for me to reach out to them on [redacted] to get a response via email. The email asked me to give details about the event and no one has contacted me since. It has been a whole month. I still have not been able to return my items.

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

Sincerely,

Business

Response:

Dea[redacted],Thank you for contacting us and expressing your comments to us.

At Zara we have endeavored to establish a reputation for friendly customer service and this means at all points of the sale, whether it be with assisting in locating items on the shop floor, in the fitting rooms, product knowledge, at the final point of sale when paying for your purchases or when returning items. Zara USA is part of a diverse and multicultural company that has over 140,000 employees of different nationalities, cultures, languages and beliefs serving customers across 88 countries. We do not tolerate discrimination of any form.

We apologize for the experience you encounter at our ZARA store. Please rest assured we will speak directly to the Store Manager and discuss this issue in order to avoid a repetition of such a situation in the future. Your experience will also be discussed with the Regional Manager and the Human Resources Department to ensure that our customer service is kept up to the highest possible level at all times.

In order to assist you with your transaction kindly provide us with your mailing address in order to provide you with a free of charge Return Label slip. Once we receive the items we will provide you with a refund in the same form of payment .

Many thanks for taking the time to write to us and bringing this matter to our attention. Once again please accept my sincere apologies for the inconvenience caused.

Kind Regards,

Customer Service Department

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. Once the company sends me a free of charge Return Label slip (as they said), and fully refund my account in the same form of payment, the matter will be resolved.My address is [redacted]

Sincerely,

Review: Ordered 15 items through Zara.com (order # [redacted]) and one of the item received in completely wrong item. One of the item ordered was 0/5431/563/712/36 but wrong item (3717/760/306) arrived. Returned it for refund, but they sent it back to me and said it is not the item I have ordered. Obviously I did not get the item I ordered so returned what I have received. The one they sent me wrong is even more expensive item. I have called them twice and email them twice, but no answer at all.Desired Settlement: Looking for the refund of the item I have not received.

Consumer

Response:

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

Review: I had order four pairs of shoes online and paid in full. The product shipping tracking of my order shows it was delivered however I never received it. The merchant says they are investigating since 10-31 when I initially contacted them via email @ [redacted]. Initially they said, they would take 2or3 business days for the investigation and someone would keep providing me a status update every 24 hours. I also raised the inquiry with the shipping company, Ontrac. But I did not hear back from Zara. So, I called them again on the [redacted] and spoke with a very rude person called Abigail. When I asked to speak with a manager, she said she was the manager and I need to reach out to the above email address if I wanted to speak with her superiors. She said, I should hear back via email at the least from someone but refused to send me another order or refund my money. Then on the [redacted], I called again and someone called Kim said she'll put a rush on this investigation and it should not take more than 24 hours. I've asked them to continue with their investigation, either send me the new shipment and once they find original package, deliver it back to them or refund my money. They refuse to do either. I sent an email to their headquarters on the [redacted] but didn't get any response. Today, on 11-5 @ 12:00pm I called again since I didn't hear back from them in the last couple of days, Abigail picked up again and said that investigation will take another 2-3 business days. This is what they've been saying for the last one week. I had made this purchase to take with me as gifts for my family memebers for an international trip. All I've asked them is to continue with their investigation and send me another shipment in the mean time. When they find the original package, they can get it delivered back to their warehouse or whatever or refund my money so I can go to a store and buy those items in person. They refuse to even be nice about it. Abigail is an extremely rude customer service rep. When I asked her again today to give the phone to her manager, first she said she was the manager and then later she put me on hold when I stressed more to speak with her manager, came back and said her manager will call me back because she was busy at that time and return my call in 24-48 hours. I don't understand this business practice. They know I'm a frustrated customer, all I want is my stuff that I've paid in full for, and they refuse to cooperate or work with me to help me get my things. They said today, the case is in the hands of the shipping company and they couldn't do anything about my order until the shipping company completes their investigation. This has happened to me in the past with another reputed merchant, Kate S[redacted]. I had shipped an order, which got lost in transit although it showed delivered in their system. The merchant sent me another shipment while they continued their investigation and finally dealt with the shipping company themselves. But as a customer, they took care of my needs and didn't harass me or make me beg for my stuff.Desired Settlement: All I'm asking Zara to do is to give me my things while they investigate or refund me my money so I can buy something else from the store. When they find the original package, they can keep it. I don't want to penalized between the investigation between them and the shipper. I've literally begged them for my goods so I can travel with them since its an international travel.

Review: Zara has boots under the advertisement of $29.99 and when I spoke with management, they refused to honor the price.Desired Settlement: I would like to purchase the boots at t he advertised pricing.

Business

Response:

Dear [redacted], Thank you for contacting us. During our sale season we have sale prices advertised thoughtout the store, however the final price point for each article is listed on the price tag.The price tag on the boots you are mentioning art#5154/301 are marked $99.99 and our system indicate the same price for this article. At this time our decision remain consistent, we regret we will not offer any other price aside from the price shown on the price tag.We apologize for the inconvenience this might have caused you. Kind regards,Zara Customer Service Departmet

Review: Purchased a pair of pants. They ripped, returned them last month and I have not received a refund. They gave me two different dates when the return was processed but no moneyDesired Settlement: My money back

Business

Response:

Dear [redacted], Thank you for contacting Zara.com and for your interest in our products. Regarding you email, we have received your address confirmation and will begin the process of sending you a check for your refund. Please allow 5-7 business days in order to receive the check by mail . We hope you find this information useful. For further queries, please contact our Customer Service through the contact form or call ###-###-####. You may also send us an email at [redacted]. Thank you,Customer Services

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: Order number [redacted]

I am writing to make a formal complaint regarding a recent purchase. When the item was delivered on December [redacted], 2015, there were items missing from my order. I find this unacceptable. To explain in more detail Placed information for an order on [redacted] for delivery to a PO Box. It has a been a week and package has not arrived. [redacted] states they do not ship to PO Box. If this was the case why did they allow the order to go through? It seems their all about stealing money from customers. [redacted] has been unable to locate the package and refuse to issue a refund. I will never order from this store ever in life and will tell others not too from now on.Desired Settlement: I would like a refund of $149.60

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 made a order on zarausa.com on 05/**/14 I purchased a jacket value $79.99. order # [redacted] the item was delivery on 5/**/14 by [redacted] tracking # [redacted]. [redacted] left the package by the lobby area in my building the deliver never came to my apartment and no one sign for it. [redacted] put in status: met customer woman! of course somebody who lives in the bldg stole my package and now the package is lost.

ZaraUsa.com send me an email stating that the package was delivery correctly. I never received my order and it's not fair I have to pay for something I never received. [redacted] and Zara should be responsable for the package lost not me!

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: I bought and received 2 items order* . O[redacted]ne item was a turtleneck the other circular trousers. I went online christmas day to check out the return/refund information since my son did not like the pants I planned on returning them right away. I called UPS and 2 days after Christmas they picked up the Zara box (with circular pants and receipt). I emailed Zara in January asking for an update, they said it was received 01/**/14 and I should expect a refund within 14 bus days. I emailed them again after not getting the refund, at this point they said the item in the box was not the same as what was checked off. I sent the trousers back with the receipt information in zara box and should have gotten a refund, but for some reason I just cannot get my money back from this company. They have the brand new trousers back and I paid them for essentially nothing. Here is the order details-

Order date: 12/**/13

Order number: [redacted]Shipping method.: Standard

BILLING ADDRESS

CIRCULAR TROUSERS 0/0706/300/800/40 BLACK 31 1 35.90 USD[redacted]this is what I returned, tags on, receipt included[redacted]Desired Settlement: I want a refund of the money I spent on the trousers that I returned immediately.

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: Greetings, I recently purchased 6 pairs of shoes online from Zara.com (USA) while 7 pairs were in the shopping cart; once the check-out was complete, the 7th pair was not displayed in my email confirmation. That is when I noticed the shoes were not displayed as available. I added the same shoes back to the cart and I still could not purchase them. Specifically, shoe reference # 2204/201 (Metal Court Shoe in 38). I need this shoe for an event; and now I am at a loss. These shoes are not available at the nearest Zara. Also, I attempted to resolve the issue through customer service to no availability. There has to be a resolution to purchase this shoe. Would someone contact me to discuss options? I would be willing to pay for shipping from wherever the shoe/size is available. Please help. Thank you kindly.Desired Settlement: There has to be a resolution to purchase this shoe. Would someone contact me to discuss options? I would be willing to pay for shipping from wherever the shoe/size is available. Please help. Thank you kindly.

Business

Response:

Dear [redacted],

Review: I placed an order with the merchant. It took a very long time to get my items. When they finally arrived two items were missing. I have contacted the customer service via phone several times but they refuse to reship or refund.Desired Settlement: I would like a refund for the 2 missing items

Consumer

Response:

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

Review: I've shopped with Zara.com several times, and I can strongly say now that I won't be making that mistake again. Amongst several other orders, I placed an order totaling $150 on Dec *, 2014. In checking tracking a week later, I noticed the package was showing to have been delivered by [redacted]. I immediately called customer service to inquire, and they told me they would be opening a claim with [redacted], and to wait 7-10 business days to hear back. I was told that I could not be issued a refund or a replacement package until that process was complete.

10 business days later (Dec **), I called to follow up and was told that the original claim was a preliminary process with [redacted], and the actual claim would now be opened, and I would hear back within 10 business days. Again, I was told that I could not be re-issued the package or refund. That on it's own, btw, has been a big surprise for me, as I have had a few missing packages in the past and have never had to fight so hard. The claim is open between Zara and [redacted], however the customer is the one being punished and forced to wait so long.

By Jan *, 2015, I still had not heard back from anyone at Zara.com - I called and was told that an expedited case had been opened with corporate and that I would definitely receive a call back the same day. On the [redacted], I called again, and this time was told that the case was still being reviewed by corporate, and I would hear back by the following day at the latest. This morning (Jan *), I called yet again -- the latest update is that a claim has been filed with [redacted] and it will taken 7-10 business days to clear.

Either I'm repeatedly being lied to or several people are doing their jobs incorrectly at Zara.com! More than 1 month later, I am still without a refund or replacement package, and every time I request speaking to a manager, I'm told that the representative themselves is a [redacted] So apparently all the [redacted] are taking first-level customer support calls, and that's why we have no one to actually HELP the customer.

Very upset and disappointed to say the least.

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,