Zara USA

Dear ***,Thank you for your responseAs we stated in our previous communication, we can confirm that the credit card was never handed to the cashier while processing either transactionsPlease contact your issuing bank and/or file a police report immediatelyThe agents from those institutions would compile the information on your behalf and conduct aninvestigationThis would be the protocol to adhere by.At this time our decision remains consistent, and a credit of $will not be processed.We apologize for any inconvenience this might have caused you Kind regards,Customer Service Department

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 ***, which was denied due to the fact you signed a door tag authorizing the release of the packageThe responsibility for the package after a release authorization is solely the customer's Regards, Zara.com Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I'm following up on the status of my complaint with the clothing company Zara's I received an email from them on that they will follow up with their investigation and to allow them 5-business days for a response I have not received a response from them and would like to know the status of this investigationBlessings,*** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and 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 to 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 doesI 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, [redacted]

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

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

Dear ***,Thank you for contacting Zara.com.In regards to your email, please note we are not authorized to share personal details with anyone other than the customer upon contact.Nonetheless, we sincerely appreciate your concern, and remind you that this incident will be handled internally and directly with the involved party.Regards,Zara.com Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Hello,As I have stated beforeI was not notified of the newly created extended shipping time frame prior to the purchase/check out of the itemI was notified after purchase, which is unethical
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 ***Apparently I do not have the right to make the claim with ***, only sender does*** do not refund receiver, they only deal with the senderIf Zara think *** should take their responsibility, go ask them to refund youI do not even care it is Zara's responsibility or ***'s responsibility, Zara should argue with ***, not meAnd I personally don't care how Zara and *** make their settlementThose are none of my businessI 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 stolenAs 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 caseAnd 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 caseZara should not keep using the signature that obtained by deception as an excuse to shift their responsibilityAnd I don't understand why other vendors are able to refund their customers as they also signed the door tags
And I am very ***et with the customer serviceThe representative told me a supervisor would call me back regarding my missing package on Monday and I have been waiting for days but nobody ever called.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I have reviewed the businesses response and do not acceptI would like some sort of discount applied to the orderI did not see the text they are referring to, I only receive it in an email after my purchase

Dear *** ***,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 *** was processed in two different transactions.In the first transaction, the below items were processed and refunded:Lace front cardigan $+ (no tax)Long Jumpsuit with sheer details $+ (no tax)=Total refunded $89.98The remainder of the order has been refunded today, the below items were processed and refunded:Wool coat $+ $taxDouble layer combined top $ 29.99 + (no tax)Wool layered skirt $+ (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 *** *** ***You may also send us an email at ***Regards,Zara.com Customer Service
?

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 ***Our records indicate that on 01/**/upon receiving your complaint, a refund was issued for the
delivery charges in the amount of $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 instructionsThe pictures requested assist in the appropriate documentation of any defects mentioned which prevents delays in the refund processHowever, 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 emailIf 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 *** is in transit to our warehouseIn case of further queries, please contact our Customer Service through the contact form or call us on *** *** *** You may also send us an email to ***Regards,

Revdex.com:
At this time, I have not been contacted by Zara USA, Inc. regarding complaint ID ***
Sincerely,
*** ***
They been sending email and we been going back and forb but I need a solutionplease

Dear ***,We apologize sincerely for the manner in which our decision has impacted your loyalty to our brandPlease note that our goal is always to provide a consistent and reliable service, as such, full disclosures are provided prior to the completion of any gift card purchase As
indicated during the processing of your order, this Gift Card is redeemable for merchandise at any ZARA store in the continental United States, or through the continental U.SZARA website (www.zara.com)This Gift Card has no expiration dateZARA will not replace lost, stolen, misplaced or damaged Gift CardsThe use of this Card entails acceptance of the terms and conditions made available to the customer upon its purchase, and which are also available to the public at ZARA stores and at the www.zara.com website Accordingly, we are unable to grant your request and apologize for any inconvenience caused by this matterRegards Zara.com Customer Service

Dear ***,
Thank you for contacting Zara.com
We sincerely apologize for the negative impact our recent service interaction has had on your loyalty to our brandAt this time the details of this experience have been successfully documented to facilitate improvements
At this time, we are
unable to accommodate your request to resend the order, as orders that are successfully canceled cannot be reinstated
Nonetheless, a member of our customer service team will be in contact with you to further review your request
Regards,Zara.com Customer Service?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Dear Zara.com Customer Service Team,Thank you for your responseI appreciate you letting me know that you intend to use this interaction to improve the customer service experience for other Zara.com shoppersThank you also for sharing the motivation behind your initial decision on this matter.Based on the insights that you shared in your message, I understand that it’s difficult for Zara to offer me a full refund for returning these itemsHowever, my complaint has not been resolved because I still find the response inconsistent with Zara’s code of conduct and your stated commitment to "improving [my] future shopping experiences." Since you mentioned you are concerned about the impact this experience has on my loyalty to the Zara brand, I would like to suggest that we work together to resolve this situation.Would you consider taking back the items for a store credit, or offering a store credit in lieu of a return? In my opinion, it would be a good way for Zara to operate consistently with its standard return policies and at the same time display a token of good will to retain me as a loyal Zara customerPlease let me know.Thanks in advance,***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear ***,
Thank you for contacting Zara.com
In regards to your order ***, our records indicate the package was shipped correctly to the address requested in the order
According to the *** tracking number ***, the package was
delivered and signed for at the agreed address on Monday 2/**/at 1:pm
As per our Purchase Conditions, item(s) will be at your risk from the time of deliverySince the package is deemed delivered successfully, we are unable to further assist you in this matter.We apologize for any inconvenience this may have caused
Regards,
Zara.com Customer Service

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

Dear ***,Thank you for contacting Zara.com.We would first like to apologize for any inconvenience this may have caused, and advise we have reviewed once again the details of the matter described to us.In an effort to understand the circumstances surrounding the delivery of your orders ***
and ***, we have initiated an investigation in conjunction with our carrier *** for both shipmentsAt the end of the carrier's investigation, it was determined the delivery was made successfully to the agreed address.As we value you as a customer, an excception has been granted and a refund has been issued to the original form of payment for both orders, despite the conclusion of the investigation demonstrating the delivery was successful. Please note, as per our Purchase conditions, the product(s) will be at your risk from the time of deliveryTherefore, moving forward, we recommend having the package shipped to one of our stores, or to a business location where packages have to be signed for.Regards,Zara.com Customer Service