Zara USA

Review: I made a single order for three pairs of shoes, and decided to return all three. One pair of shoes was sent to me in a shoebox with another person's shipping label on it. They sent me an item that had been purchased and returned by another person. Zara didn't even repackage it before sending it to me, however, I didn't mind because I wasn't planning on keeping it. Anyways, so I decided to return my order and proceeded to follow the return instructions on Zara.com. I made a return request online for all three items (and received a confirmation email regarding that request), and then marked off the checkboxes for each of the items on my order form/invoice before packing up my invoice with the shoes and sending it off to UPS. So fast forward to the day that I receive an email confirming my return. HOWEVER, I only received a refund for one pair of shoes. When I inquired about the rest of my order, Zara customer service took 4 days (and only after I sent them a follow-up email after the third day) before sending me a generic email that they would not be refunding me for the other two because they had "no documentation of these items being returned." How is that even possible? Seeing that they confirmed one item, my return shipment clearly made it back to their warehouse in one piece. Now where are the other two items? Assuming that my package arrived there intact, they should have received my return in its entirety. There is absolutely no reason for two items to be missing. I followed their return directions exactly, and I did my part just as they had asked. And it seems that the carrier also did their part by delivering the package to Zara. So now what? As far as I know and am concerned, my package arrived at its destination safely.

How can customers shop with confidence when there is a chance that they may not receive their rightful refund for their purchases? And when such situations arise, shouldn't the business try to work with the customer to come up with a solution? I feel like I am making my rounds from one automated message to another; I feel like I'm trying to state my case to a brick wall! I patronized Zara because of their hassle-free returns, and yet, this is proving to be a far bigger headache than I could have ever imagined. I trusted the company to process my return properly and I am so disappointed with how Zara is handling the situation. Now I'm out of my money and I feel robbed. I basically paid for poor customer service and bare feet.Desired Settlement: I would like a FULL refund. Even an E-Gift Card will suffice. I have made numerous purchases and returns previously with Zara with no problems whatsoever. This situation is a first, and this may very well be my last time shopping at Zara if they do not resolve this issue.

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 a pair of leather sweat pants and a shirt from zara.com the order number is [redacted], the order was placed on 8/**/14. I recieved an email on 8/**/14 saying that the package was successfully delivered however there was one problem.. it was delivered to my old address, which I did change when I checked out online for these items. The email I recieved confirmed that UPS left the package on the front door. I went straight over to my old address as soon as I got the email which was about 20-30 minutes after the delivery time and there was no package there. So to sum up, they sent the package to the wrong address and it was missing within 30 minutes of being left there. I dont know why they would just leave a package on someone's porch without any signature or confirmation of anyone being there to receive the order, but it was done. I immediately called zara.com's customer service department and informed them of the issue to which I was told, they would have to file an investigation with UPS in order to trace the package and see if they could recover it which would take up to 7-10 business days. I was told that if the package could not be recovered then I would be entitled either a full refund or a replacement package with the same items. So I waited 11 days, got a call from a representative who told me that the investigation was complete and that UPS did deliver the package to the old address and asked me if I had the package to which I responded no. If I had it I wouldn't have waited all this time for an investigation, so he told me that they would give me a call back in a couple days with a resolution. Now an entire week later, I had not heard from them so I decided to give them a call to which I was informed by a representative that the package was delivered by UPS and zara is not liable for lost or stolen packages and I "[am] not eligible for any consolation". Not even a refund of the money I paid for these items, even though I was promised if the package could not be found I would receive either a full refund or replacement items. I tried explaining this to the representative who kept saying I can not receive anything and a mistake from UPS is not on them. I dont think it is fair that I paid for their products which I did not recieve. I fully believe I am entitled to some sort of consolation especially after being told I would get at least a refund. I've been very patient through out this entire process which is now 4 weeks from the initial order date.Desired Settlement: I believe as a business which offers products to it's consumers has a duty to uphold their end of a deal. I paid for my products and did not receive those products. That is exactly what a customer service department is for and they should either give me a full refund or the replacement items as I was promised.

Consumer

Response:

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

Sincerely,

Review: I placed an order on Zara.com on 1/**/16. The shipped this order in 2 packages via [redacted]. The first one was shipped on 1/** and the second one was shipped on 2/*. I never received the first package although the delivery status showed "Delivered on 2/*, Left at front door. Signature Service not requested." But I did receive the second package on 2/*. I called them on 2/* and double checked with them. They opened a case on 2/*. They asked the descriptions of my home and told me they would ask [redacted] to check that with the driver.

After couple of days, they just notified me the driver did deliver the package (on 2/*). And that's it! I immediately reply that email and they just ignored that email. I called them later and asked them to give me the refund. Of course they say they would call me back. And of course, they never called.

IT IS RIDICULOUS. I started to shop zara since April, 2015 and I bought so many things. Until now, I placed 9 orders and I received every package EXCEPT THIS ONE. I did online shopping a lot. I never lost a package. I don't know whether driver did deliver the package or not. I know sometimes they delivered the package to the wrong address because I did saw couple of packages left at my door didn't belong to our apartments. Zara didn't have the proof of delivery and they only relied on drivers' memory. They checked it after 5 or 6 days? I doubt that driver remembered that. I don't even know whether they did check with the driver or not.

If Zara was worried about fraud, they can keep track of each customer's account and use history to determine whether they want to block this account because of suspicious activities. They can use credit card or other info to block it. But they chose not to refund me.

THIS IS NOT MY FAULT. How come I need to pay the things I didn't receive. If Zara wants customer to take responsibility of missing package, they should make it clear when I placed the order. Or they can charge for extra shipping that require signature.Desired Settlement: They should refund me the items I didn't receive. That package worth $52.01

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.In an effort to understand the circumstances surrounding the delivery of portion of your order [redacted] - shipped under tracking number [redacted] - , we have researched all the information available regarding the parcel’s processing and delivery. Our records indicate the delivery was made successfully, and the parcel was left at the front door of the address requested at the time when the order was placed.

As per your request, we have reviewed this case once again and a member of our Customer Service will be in contact with you shortly regarding your concerns.

We sincerely apologize for any inconvenience this may have caused.

Regards,

Zara.com Customer Service

Review: I ordered a skirt from Zara.com the Leather midi skirt for $139.00 I just received it and the paper tag says a large,I try it on and it won't even come close to fitting. I take it off it's a small in the inside tag. I call customer service explain my issue and let them know I need a replacement for Sat. It's Thursday. The customer service rep hang up on me. I had to call back and explain everything over and I was hung up on. The 2nd rep said oh yes that's been happening all day. Wow I have never had such poor customer service before. The worst part of all this is, it s sold out and they can't replace my skirt, which was their fault. She also stated she couldn't call the stores due to they wouldn't send a replacement to me anyways. The stores do not send merchandise out, but you would think it's a customer issue they would?? I was told no. Then I was told to ship it back and I will get a refund processed sooner then the 8-10 days, they offer.Desired Settlement: I want the skirt I paid for in the correct size sent to me ASAP. I would also like to know that Zara as a company treat their clients in a more professional manner.

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.

As per our previous communication, we have

already issued a refund in the original form of payment for the the item

[redacted], in the amount of 139.00 USD.

Regrettably the skirt is no longer available in

stock, therefore a replacement cannot be offered at this time. Also, please note Zara stores do not have the facilities to ship items out to customers, and all store purchases must be completed inside of the store.

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 [redacted]

Regards,

Zara.com Customer Service

Review: I just spoke with [redacted] who states he is the [redacted] of customer service at Zara.com. He is refusing to issue a credit for a return made on order #[redacted], the Cross Over Strappy Top. I received a credit for a defective Printed Kaftan but not the top. I received no information regarding the strappy top credit until I called a few weeks ago. I was told because the tags were removed the item could not be returned. The person I spoke to stated he would attempt a credit for this item since it was unwashed and unworn and that he would get back to me in a few days.

Again, I've heard nothing. I called today and spoke with a representative who told me the strappy top was going to be sent back to me. I do not want a top that is too big. I want a credit for the top. This is when I spoke to the [redacted], [redacted]. He only repeated himself that the item would not be credited, that is was considered defective. I explained the whole mess of Zara that I've had to deal with and that he should make an exception as a result of bundled handling on the part of Zara and he refused.

Issues with Zara:

defective printed kaftan asked for exchange

Zara requiring email pictures of said defect

receiving credit for defective printed kaftan and as an apology receive free shipping on next item, really? No exchange given or offered

no communication when strappy top was returned

no returned communication when I called regarding the request for credit of strappy top

unhelpful [redacted] who would not consider an exception for the list of above mistakes, told me "you will be receiving the top in the mail" after I told him I did not want it.

[redacted] refused to give last name, states he was the only person in [redacted]ial position whom I could speak with

The following was also sent via email to Zara customer service.

-- [redacted]Desired Settlement: Due to the poor handling of my returns I would like a credit issued to my credit card. Consider a new [redacted] in your Zara.com customer service department.

Consumer

Response:

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

Sincerely,

Review: On January **, 2014, I purchased 3 pairs of pants through Zara's online store for $99.97. The pants did not fit. Per the return agreement, in-store exchanges or returns were acceptable. I went to the store at [redacted] on Sunday, January **, 2014 to try to exchange the pants. I could not find the same items so I returned the pants that day and purchased an additional $129.96 worth of merchandise. I was given a receipt for the returned items and told I would see the refund on my credit card within 3 - 5 business days.

It has been 8 business days since the return was processed in the store, and I have been patiently awaiting my refund. I received an email today indicating that the refund request has just been processed today (January **, 2014) and that I will "receive the amount via the same payment method used for the purchase. The approximate time is 10-14 days, depending on your bank." This is completely unacceptable.Desired Settlement: I need the refund processed immediately. Based on the representative in the store, I should have received the refund no later than Friday, January **, 2014. I did not complain about not receiving the refund yet, and would not have had a problem waiting a couple more days, but I refuse to wait an additional 2 weeks given what I was told by the in-store representative.

Review: I made an order on zara.com on 3/*/2013. I ordered 2 pairs of shoes. One of them was, "Canvas Suede Blucher". I attached the receipt, and pictures of how the shoes look now. I wore the shoes few times since I've had them. I feel it's completely unacceptable, that I was declined a refund, or at least a store credit, when I went to my local Zara store.

I wore the shoes FEW times, in a normal environment (not trashing them). When I buy a pair of shoes, I expect them to last a BIT longer than that, while wearing them little. It also bothers me, that the representative in the store was very rude, and told "If you're not happy, the exit is there". I feel a customer should be treated better.

ThanksDesired Settlement: I would be happy, and I feel is fair, for a full refund for the shoes, or a store credit...

Thanks for understanding.

Business

Response:

Review: I purchased a top online and it started to fall apart within a few hours of wear. Specifically, the seams on both arms opened, and threads unraveled from the fringed edges of the sleeve and hem. I contacted Zara about the issue, and they asked me to send them pictures, which I proceeded to do. They contacted me by phone a few days later and let me know that they had reviewed the issue and decided it was not a manufacturing defect, but something that happened due to wear, and they could do nothing about it. I argued that while it is true it didn't arrive in a defective state, if a top falls apart from a few hours of regular use that indicates faulty/inferior manufacturing or fabric, and they had to stand behind their product. Nothing I said helped, and they offered nothing except apologies.Desired Settlement: I would like to be refunded the purchase price of 49.90

Business

Response:

Dear [redacted],Regarding

item [redacted], please be advised that your article have been inspected for quality

and there are no incidences of this associated with this product as long as it

was handled in accordance with the instructions provided in our website. After

reviewing your case and the pictures of the article, we have determined the

reported defect is not a manufacturing defect and we are unable to process a

return, or send out a replacement. We

sincerely apologize for any inconvenience this may have caused you.Kind 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:

The garment was handled normally, there were no special instructions on the website other than regular washing instructions, and like I originally stated, the top fell apart within a few hours of regular wear, before any washing. It is obvious from the pictures I sent that this is due to the fabric being a loosely woven fabric which wasn't properly reinforced at the seams to prevent fraying. This is definitely is an incidence of faulty manufacturing.

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.

For quality assurance, all of our items are inspected for quality and there were no incidences of faulty associated with the 3/4 Length Sleeve Top [redacted] as long as handled in accordance with the instructions provided in our website.

At this time, our decision remains consistent as we reserve our right to reject returns that do not comply with our return policy where your right to a refund only applies to products that are returned in the same condition as received.

In case of further queries, please contact our Customer Service through the contact form or call us on [redacted]. You may also send us an email to [redacted].

Regards,

Zara.com Customer Service

Review: I ordered a Jacket online. I ordered a size small. It came in and I found out that the jacket was too small. I followed their size chart but the jacket still came in too small for my body. I just wanted to get a Medium. However, Zara is making me get a refund for the jacket I ordered at a discounted price and making me reorder it in Medium and asking me to pay a regular price because the jacket is no longer for sale. All I want is a different size. They should be able to just take back my small jacket and give me a medium for the same price. Instead, they are asking me to drive to Zara location in [redacted] to do an exchange. The store is 60 miles away from home, which is one of the reasons why I ordered online. I wasted an hour trying to talk to someone on the phone. The managers are saying there is nothing they can do.Desired Settlement: I no longer want the jacket even if they offer an even exchange. This is the last time I ever buy anything from Zara.com. They need to apologize, change their policy and pay me for my time they wasted!

Business

Response:

Dear [redacted],Thank you for contacting Zara.com.

Regarding your query, please be advised you can only receive an even exchange for the same item in a different size or color in store, if stock is available. As per our policy. if you wish to exchange an item from home, you have to return the item and make a new purchase online.Best regards,Zara.com Customer Service

Review: I purchased items in Zara.com by online shopping. The order number is [redacted]. After the date they promised to deliver the shipment I found out that I provided them with incomplete address. I called up Zara.com customer service and they said it was delivered by [redacted] carrier. I will be charged for something that I do not have. Zara.com customer service is not helpful at all.Desired Settlement: No shipment, no pay!

Review: I waited online for 40 minutes, and when I get to the register, the woman tells me that they are only accepting credit cards at this register, and they want me to wait on another line- this is terrible as I had to wait 40 minutes and then the once I get up to the line, I am told this- there is no sign saying this. I then ask for the, [redacted] to come, and she turns out to be nasty, uncaring, unprofessional. Then I call the corporate office, send them an e-mail, a fax and no responce- it seems like I'm not the only one with this issue as I googled this store and found these reviews saying the same thing! http[redacted]Desired Settlement: I want a letter of apology from [redacted], and a $100.00 refund.

Business

Response:

Dear [redacted],

We aready contact the customer threw our end and resolve the issue .

Thank you,

ZARA USA INC

Review: UPS left a package from ZARA at my door on July **, the package was stolen . I filed a claim with UPS and ZARA. Zara is refusing to reimburse me for UPS leaving the package. ZARA should not allow UPS toleave packages at peoples door or they should request a signature. Now I am out of $139.00. I am seeking my money back from ZARA for the items that were stolen from me . ZARA has not been helpful at all. They told me to call them on 7/** anow they are saying they need 5 more days. Also the supervisor [redacted] hung up the phone on me. Revdex.com please help me.Desired Settlement: Full refund of $139.00

Review: I'm writing to discuss the awful online and delivery service that I have received from Zara Clothing Store. On 11-**-2013, My grandmother purchased the "SWEATSHIRT WITH FAUX LEATHER DETAILING" for 65.00 on my behalf. It was said to be shipped out within 2 days and arrive within a few business days. On 11-**-13, I received the package from Fed Ex at 2:07pm. Once opening the package, I realized that it was not my order. It was a red women's lapel coat. I immediately called Zara to explain the mix up. As the representative continuously apologized, she offered to create an exchange between the person who had my package, and myself who had theirs. The representative then told me she would call me back within a timely manner to schedule and give me the tag from fed-ex to swap the packages. She never called back.

I then decided to call back Zara the next day (11-**) to speak to another representative. I explained the story once again, in which this representative was able to give me a tag for Fed Ex. He gave me precise instructions to "give the package to FedEx in exchange for my correct package." He then instructed me that FedEx would be at my residence within 2-5 business days. A few days later, Fed Ex arrived at my door with no package for me. I explained to the Fed-Ex employee what the gentlemen from Zara explained to me, and he stated that 'my package was not discussed nor was it logged to be delivered to me.' I then told him I was going to call Zara first before giving the wrong package back. He left and told me to reschedule a pick up time.

I once again had to call Zara back to explain my story and add that my package (Now over a week and a half late) never came to me. The representative (a new lady) called fed-ex personally to find out that the woman never sent my package to be delivered! After asking to speak to a supervisor, the representative told me that the supervisor was not there but she could have him/her call me back in a 'timely manner' (within 24-48 hours). The supervisor never called me back within that time.

It is now 12-*-13, and I still have received no package, no phone call back, nor a status as to where my package is. Zara has taken the money, but no resolution has occurred nor have I've been compensated.Desired Settlement: Since no one has a status on my package or even where it is, I would like a refund for the stated amount of the shirt plus taxes. (65.29 USD) I would also like compensation (Free Express Shipping is not what I want since I can't trust Zara's online shopping methods whatsoever.) This has been a very stressing experience that has caused me cell phone plan minutes (upwards of over 60-75 minutes worth of phone calls) and a lot of excess time.

Consumer

Response:

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

Sincerely,

Review: I did not receive a package that was sent to me after placing an online order.

I placed an order for a jacket through Zara.com on February **, 2016. I received two emails from the company. None of the emails included a tracking number for my shipment. After inquiring about the status of the item on March [redacted], 2016, I was told the item was delivered on March *, 2016. It was noted that the item was left at the side door of my building, there is no side door at my building.

After contacting customer service I was told I would have to wait 8-10 business days for them to conduct a full investigation with the shipping company. While they conduct the investigation I would be at a lost of the item and the $100 I spent on the item.

After reviewing other complaints against ZaraUSA, I am convinced their is some sort of scam going on. Many customers have complained with the same issues. ZaraUSA makes no attempts to correct the issue. I believe ZaraUSA is liable for the merchandise because they have failed to put systems in place to prevent this from occurring continually.Desired Settlement: I would like to have the item I ordered resent with proper tracking information and expedited.

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.

We appreciate your patience while we review this incident, and you can expect contact from a member of our Customer Service team with a solution for the concern reported.

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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Hello,

I had my wallet stolen in NYC end of Nov, which included my receipts from Zara and the debit cards I had used to purchase items. I had made two purchases for the amount of $1,057.24, and was intending on returning 3 of the items as they do not work. When I took the items and police report number, and both bank statements to TEC (where they were purchased) I was directed to contact head office. Below is their reply:

ear Caterina,

Thank you for shopping at Zara.

Regarding your email, we apologize for the experience you have reported. In answer to your question, we can confirm that we are unable to accept returns or exchanges without the purchase receipt. Accordingly, even with a police report number and both bank statements as evidence, we are unable to grant any exception for this return as no receipt is available. We do sincerely apologize for any inconvenience caused by the matter.

If you have any further queries, please contact our Customer Service team through the contact form or call us on [redacted]. Alternatively, you can send an email to [redacted].

I find their response unacceptable as this is an especial situation, and I have supporting documents for both purchase and theft. They can at least allow an exchange.

Thank you.Desired Settlement: I would like to at least be allowed to exchange the items, as they are new with tags on. Also they can very easily use my banking info to pull up the receipt on from the POS system.

Review: My wife picked up an item as a gift and saw that the price 49.95. When she got to the till she was told this was a mistake and this was the Euro amount. The merchant would not honor the price and said he would refund/cancel the purchase. The total price came out to 104.52USD. However, this is also an incorrect conversion of the Euro amount and should be no more that 55 dollars.

I am abhorred at the curt manner and the lack of professionalism to honor a price. When an item is placed out for sale it is an offer and if a customer acts on this, and brings such to the till this is an acceptance. If there is a mistake, this is the stores issue with respect.Desired Settlement: I would like to be offered at least a refund to the original advertised price, regardless it been in a different currency. Also, a good faith credit as my wife is a loyal customer, and even when we were in Barcelona a few months ago, spend thousands and likewise throughout Europe, where we travel often.

Consumer

Response:

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

Review: The item did not wear and wash well. Ive tried to contact the company and there not willing to compensate me.

Consumer

Response:

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

Sincerely,

Review: I ordered items htrew Zara's website. The size of one item (a blazer) was too big. I asked to the customer service to exchange it. After 10 days the customer service responded to exchange online or I can exchange it to a Zara store. I chose the second option but after being to Zara' stores, they told my that they don't have this blazer in store the collection is passed, I have to exchange it threw the website. I did it but the customer service told me that it's more than 1 month (3 days !!!). The blazer is brand new with all labels as it was shipped.Desired Settlement: Return the product to Zara and get a 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. On 2/*/2015 we received communication from you regarding your interest in exchanging the Structured Blazer from order [redacted]. We responded advising of your available options which were to process an even exchange in store, or to return via carrier for refund and a new purchase would then have to be made directly from the website. We did reiterate, as per our return policy, that articles must be within the return period and in their original condition to be eligible for return. On 3/*/2015 we received your email advising the stores of your choice no longer had the blazer in stock for exchange. At that time, however, a return or exchange could no longer be processed as it exceeded our one (1) month policy. Please note that Zara.com allows a generous (1) month return policy and includes a free return label to facilitate the full refund of any unwanted items within the valid time frame. 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

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 was in 2 Zara stores before the end of the last date to return the product. I followed Zara policy :- I sent an email 3 days after the date of the purchase to ask for an exchange or a return : Zara accepted it (by email)- BEFORE the expiration date of 1 month, I went to 2 stores but none of them was able to exchange it because they didn't have it anymore : each of them told me to contact the customer serviceZara is responsible to not have exchanged the blazer in a store, I did it on time.Thank you.

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 any inconvenience this may have caused you.After further reviewing this incident, we would like to inform you that we will accept the return of your order [redacted] as a one-time exception.We kindly request that the items are sent back within the next 24-48 business hours.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

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 never received my order of over $400 ordered from [redacted]. I was home the whole afternoon and kept checking the tracking number to see if my package had been delivered. When the tracking information said it was delivered, I went down to look for the package, but it was not there. I also found it odd that the [redacted] delivery man never buzzed me. I called [redacted] immediately and spoke to them several more times over the span of a month and they said the delivery man said he delivered it and that Zara requested no signature confirmation so they have no responsibility over the package or where the driver left it once the driver marks the item as delivered. I am positive that the [redacted] driver never came to my address and probably delivered it to the wrong address and doesn't want to admit his mistake. I also called Zara the day after the supposed delivery thinking that they would take some action and advocate for their customers, but they basically did nothing except do an "investigation" and come to the conclusion that the the delivery status is "Delivered" and based on the terms and conditions of the website they are not liable for packages once they have left the warehouse. I don't know what else I could have done on my side other than follow the [redacted] truck from the warehouse to my address to ensure proper delivery. Even if I sat on my front steps all day waiting for the truck, it probably wouldn't even have come since it would be at the wrong address. Zara should be responsible for the shipping of their items and be on the customer's side. This company has terrible customer service policies, which should be changed. The company will not even make a one time exception. There are much better companies with exceptional customer service. Zara is a horrible, unethical company and light should be shone on their terrible business practices. I will be contacting local radio stations and newspapers to hopefully let people be more aware and not make the same mistake as I did. There are many better companies that look out for their customers, Zara is not one of them. In addition, it took over a month for this "case" to come to a close, which was just a call letting me know, sorry we will not be refunding you. What ever happened to "the customer is always right?"Desired Settlement: I would like a refund of my total order amount to my credit card. I have been a loyal customer for years since Zara first came to the US. I am appalled that the company will not do a one time courtesy refund to a good customer with a good record.

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

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,

On 11/**/15 I purchased 5 shoes from Zara.com. On 12/*/15 I received 3 packages (2 boots and 1 mens shirt). The men's shirt was supposed to be shipped to [redacted] in toronto Canada; my last name is Sheppard.....what are the odds. I called them as soon as I received the packages to inquire about my missing shoes and to find out what I should do w the shirt as it was an international shipment so I couldnt just drop it to [redacted] or [redacted]. They informed me they couldn't assist me with my missing item until I returned the shirt.....so untilI correct their mistake they can't help me for the items I paid for and didnt receive. Seriously?!?! I wasn't pleased witht hat soI requested a manager...after being onhold for 20 mins I was told I would get a call back. Of course I then missed the call back and by time I saw it they were closed for the day. I called the next morning 12/**/15 and the rep asnwered and said "hi welcome to zara.com due to heavy call volume please give me a call back number and someone will get back to you". I was told I was retirning a call back and they informed me because I missed it I missed my place inthe quene and would have to start over. No call back after 24hrs. During this time I returned the 2 shoes I ourchased and the shirt to a local Zara store where they rep informed the instore rep that I would be receiving my refund for the missing 3 shoes. Come to find out the 3 shoes were out of stock....so why did they charge my card if they were unavilable?! Moving forward...I've been on the phoneback and for the since 12/*/15 and today is 12/** and I have yet to recieve and email confirming my refund. So I'm still waiting after speaking to several reps and several mgrs that have informed me that the refund will be processed. At this point I'm borderline tears because of the back and forth. I don't know what to do at this point....I'm not getting my $160 that I Paid for the intems and I dint' have the items to show for. So I've "given" zara.com my hard earned money for what? If I didn't know any better I would think this is their first holiday sale like come on. While I really like Zara's products I dont think I will EVER shop zara.com again as I don't have time for this. I wouldn't prefered to not get 30% off if it meant an efficient transaction.

Signing off very dissatified customer.