Zara USA

Review: On November [redacted], Black Friday, I went placed an online order from Zara of two dresses and one pair of boots. I took the time to go to a computer on that day to take advantage of the Black Friday promotion. The following morning, Saturday November [redacted], a few hours after placing my order, I went online to show my purchase to a friend. That is when I realized that the boots were $11.00 cheaper, a decrease of 10% in the price.

I was extremely upset for realizing that less than 24 hours later the booths were much cheaper than what I paid. for them I tried to call customer service but they were closed. I wrote them an email with pictures of the price and of my order. Here is what the email stated: "On Friday, November **, I placed an order for a pair of leather boots. I paid $111.00 for them. Yesterday I went to show them online to a friend and the boots are cheaper, $100.00. I'm extremely upset about paying 10% more for them. I would like to cancel my order and place another one so I can pay $100 for the boots.

What should I do?

I really appreciate your help.

I'm attaching the details of my order and the price of the boots now on the website.

Thank you for your help!

Kindly".

Today, Monday, December [redacted], I called Zara's customer service at 4:44 pm. The customer representative stated that "my order was already shipped and that the boots couldn't be canceled". The customer service representative stated that there was nothing she could do regarding price adjustment. I got extremely upset with the lack of solution the representative presented to me. When asked for a solution, she advised me to place another order for the boots for $100.00 and then return the same pair that I ordered first and that cost more. That was the end of the conversation. Even though I was upset I told her that I was going to do that.

Today, Monday, December [redacted] at 6:42 pm, I received an email that confirmed the cancellation of my whole order (including the two dresses that were never discussed on my previous conversation or email). At 6:45 pm, today, December [redacted], I called Zara's customer service again. This time I was on the phone with them for 45 minutes. The customer representative stated that my whole order was cancelled and that only one dress was being shipped (instead of the two I ordered, she could not explain to me the reason for only one dress being cancelled). She was unable to explain to me why I was not informed that over the telephone. She kept putting me on hold. She then stated that the first customer representative cancelled my order. I kept explaining to that representative that nothing was cancelled as per our conversation and that there was a mistake somewhere. I requested for her to listen to the recording of my conversation. She stated that there is an internal process for that and that if the first customer made a representative made a mistake, the company will take the steps to avoid that from happening in the future. I asked over and over for her to resend my order but she stated that it was not possible.

She kept saying that "nothing can be done" and that I could place the order for the dress that was not being sent at full price ($24.00 more than what I paid). I stated to the representative that there was a lack of consideration for me as a customer. That I refused to pay $24.00 more for the dress because of the mistake of an employee. Even though I was on the phone for 45 minutes, she kept saying "I understand that but there is nothing I can do". I suggested many solutions such as: price adjustment, a code for a discount, to send my whole order again. This second customer representative kept me 45 minutes on the phone and did absolutely nothing for me as a customer. She said many times that even if the employee's mistake was recognized by listening to the phone call, no solution was available for me. I felt extremely disrespected. I kindly asked to speak to a [redacted] who could give me solution and was told that I was talking to the floor manager who was unable to give me any solution except losing the discount I earned. As a reference the first employee I spoke to was called [redacted], the second one was [redacted] (she refused to give me their last names and/or extensions). Please, listen to the recording. How can Zara punish customers for an employee's mistake? Why only part of my order was cancelled? I cannot accept that the workers from Zara are not able to replace/resend my order over the phone. They were so inconsiderate. All that I want is for my order to be sent for the price I agreed to pay since I was told that my order was still placed. I understand that anyone can make mistakes but I should not be treated with lack of consideration and/or punished for an employee's error.Desired Settlement: I would like my order to be resent for the price that I paid when I ordered it. I believe that this is nothing but fair. I truly hope that Zara shows respects for its customers since their customer representatives are unable to solve issues and treat the customers with lack of consideration.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

We sincerely apologize for the negative impact our recent service interaction has had on your loyalty to our brand. At 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?

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 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 received a phone message from [redacted], customer representative from Zara, extension [redacted]. I called him back on Friday, December [redacted] at 7:03 pm. We were on the phone for 21 minutes. He stated that he listened to my conversation with the customer representative that cancelled my order and he recognized that she miscommunicated with me since she cancelled my whole order without asking me if that is what I wanted or telling me that she was canceling my whole order. [redacted] stated that as "commercial courtesy" he would send me a $20.00 gift card. I stated to him that by canceling my whole order the customer service representative got me to lose money $41.94 (the animal print dress is $79.90 now, I had ordered it for$ 55.93. The Guipure York Dress is $59.90 now. I had ordered it for $41.93).I would like the gift card to be the value of the difference between the price of the items now from the price I would have paid for them $41.93. I find it unethical of Zara make me take the loss because of an employee's mistake. We can all make mistakes but Zara should respect me as a customer and give me the difference in a gift card so I can reorder my items and pay the price I did before since I was never informed or authrized my order cancellation. I look forward to hearing from Zara.Kindly,

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not been contacted by any customer service representative. In an email I was told that they would give me a 30% discount on my next online order and that the discount would be added automatically by using my online account (the same email I have always used). On December **, 2014, I placed an order at Zara.com. Before finalizing my order I called customer service to make sure that I was going to receive the 30% off. The customer service representative said that the 30% off would be applied to my order. I placed the order but the 30% off didn't show in my order summary. I called again and Zara's customer representative said that the discount in my order was going to appear in my credit card once the items were shipped. I just checked my credit card statement and the total of my purchase WITHOUT THE 30% OFF was posted in my credit card! I don't understand what is going on here. My order number is [redacted]. I called Zara so many times and they guaranteed to me at least 2 times over the phone that the 30% off was going to be applied to my order. Well, that didn't happen. I'm beyond disappointed with Zara's online services!

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 the adjustment offered on order [redacted], please note it has been completed on January [redacted], 2015. Although the discount is not visible on your invoice, we kindly suggest that you review your bank statement to confirm the applied credit.Regards,Zara.com Customer Service

Review: I purchased Christmas presents on 12/* through [redacted] for a total of $105.70. I live in a 3 level building in New York City. The package was sent and delivered and signed for via [redacted] on 12/* to the restaurant on the ground level of my building. When I went to retrieve the package the staff said the package was not there and most likely stolen. I have never authorized the restaurant or [redacted] to sign or leave packages at the restaurant because I have an authorized [redacted] hotspot next block over that [redacted] is supposed to leave packages at for residents within the 11215 area to pick up from. I then contacted Zara to file a claim and request a refund or to reship the order since the package I never received the package and it cannot be located. Zara then initiated a claim with [redacted] who contacted me and held an investigation over the phone with me as to the whole back story stated above - they then provided their results to Zara.com. I just received an email on 1/*/16 (month later) stating that [redacted] found the package to be delivered and therefore, they would not issue a refund or new product. Not only am I without Christmas presents but I am without $105.70. I find this to be very poor customer service on both Zara.com and [redacted] part.Desired Settlement: I fully expect Zara to refund me the $105.70 for this purchase as the merchandise was not delivered to the address provided on the billing invoice.

Review: Order #[redacted]. I received an "order ready for pick up" on 12/*/14. I went to the local store to pick up my order. I was been told that the order did not arrived. I called their company. I was been told the order was scanned by the local store system, amd it's in the store. Again, the store was claiming that they didn't have it. There were two investagations placed on this case. As of 12/*/14, no solution to the investagations. On the other hand, since the package was missing, I couldn't cancel the order until they found it. I have been calling the store and the company everyday. NO ONE representative was able to give me a solution. The package was missing from Zara's possession. Why I, as a customer, should be responsible for such frustrated calls and experience?Desired Settlement: cancel the order and refund me.

Business

Response:

Dear [redacted],Thank you for contacting Zara.com.We would first like to apologize for any inconvenience this may have caused.At this time, since your package has not been located at the store of your choice, a refund in the original form of payment has been issued for the items.Best 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: Tried to return an item, following all the instructions including logging it online and requesting a pickup. Courier never showed up and had to leave the country. Personally delivered it to UPS upon my return and was informed I didn't get it back in time, so they're sending it back.

Called customer service to complain and explain my case and they said a definitive decision had been made at headquarter's in Spain and they couldn't help me, that I would have to call SPAIN to speak with someone.Desired Settlement: Keep the items and return my money

Consumer

Response:

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

Sincerely,

Review: I ordered a pair of shoes for my little girl. Even though I measured her feet & ordered the size based on Zaras size chart, the shoes were much too big. I contacted customer service & was told that my only option was to place a new order for a smaller size & pay the shipping charge again. When returning the original pair my shipping charge would not be refunded. The customer service rep was also very confused & put me on hold several times.

I sent an email to customer service through the online form at zara.com. They have not responded.Desired Settlement: Refund of shipping

Consumer

Response:

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

Sincerely,

Review: I ordered $141.40 worth of clothing on line from Zara.com on 12/**/2014. The order number is [redacted]. I ordered 2 dresses ( Beaded embroidered dress 2981) but Zara only sent 1. I phoned and emailed multiple times but Zara never responded with a resolution.Desired Settlement: I want Zara to return $28.07 since they only ship 1 not 2 dresses.

Business

Response:

Dear [redacted],Thank you for contacting Zara.com.In regards to your email, please note the refund for the second Beaded Embroidered Dress had already been issued as of Dec **, 2014, as per your feedback.We apologize for any inconvenience this may have caused.If you have any further questions please contact us through the contact form or by calling ###-###-####. You may also send us an email at [redacted]

Review: I was told by a [redacted] (the Zara store at [redacted]) that Zara's online department - where I bought the item in question - would accept my return even though it had been over 30 days. I then wrote to their online customer service three times asking that they understand my case. The dress is in the exact original condition as I bought it (tags on, no stains, etc). I meant to return it, but lost track of time. As a full time employee, full time student, and mother of two, I would think someone would understand.

The [redacted] told me that Zara could still sell this dress for $19.99 (its current sale price) and they could give me store credit (I spent $59.99) so that I could buy something else I would enjoy. I never asked for a refund, just simply a store credit for the amount I spent so I could still spend my money at their store!

Please help me resolve this issue. I've asked three times to speak to a [redacted] or [redacted] and that has not been honored.Desired Settlement: I just want store credit for this item.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

Our return and exchange policy is the same online and in our stores. We reserve our right to deny returns that do not comply with the terms and conditions of our website.

Please bear in mind our collections (Woman, Man, Kids) are updated twice weekly to ensure we only offer the latest trends in fashion. Our return policy reflects the fast paced nature of our company. Therefore we are unable to accept items that are outside the 1 month window for return, and possibly already sold out and replaced by newer styles.

At this time, our decision remains consistent, and the return of the V-Neck dress (ref [redacted]) purchased in June 20014 will not be processed.

We apologize for any inconvenience this may have caused.

Regards,

Zara.com Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As a long standing and loyal customer, this reaction is unacceptable! All I am asking for is store credit to SPEND MORE MONEY IN YOUR COMPANY. The [redacted] at the store told me you are able to make exceptions and I have been asking you for far too long to make one now. The dress is brand new with tags on and it doesn't fit. As a full time employee, full time student, and mother of two, I can't believe that a profitable company like you can't afford to give a measly $60 credit to a company for a piece that doesn't even fit her. I absolutely do NOT accept your response and will keep complaining until a resolution is made.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is not a professional way to conduct business. I tried to return this item only days after the 1 month period, not weeks or months later. You have the power to take back this item and I urge you to do so.

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 be advised our policy is reflective of the pace of our company, so we can continue providing a fast turnaround of trends and styles. Your order is from Jun [redacted], 2014, invoice date June [redacted], 2014, and we received your request to make a return on September [redacted], 2014. Regrettably, your return could no longer be accepted as it is outside the 1 month window for return.

Regards,

Zara.com Customer Service??

Review: I placed an order on 12/**/2015 at ZARA.com. I know package will deliver to me on 12/**/2015. So I am waiting at home for whole day, I keep tracking the [redacted] website, when I got the notice from [redacted] website indicated my package has been delivered at front door, (but no one knocked my door) I open the door there is nothing in front of my apartment front door.

I contacted [redacted], they said will deal with [redacted] delivery company and will let me know the result, ZARA says usually take 24-48 hours for result,so I have been waiting and keep calling for result. each time called ZARA, they said need more time.

So I called ZARA today 1/**/16, the customer service representative told me that ZARA WILL NOT pay for any refund of my loss package. I cannot accept the result.

[redacted]However I only received ONE ITEM from [redacted] on 1/*/2016 from this order, so other 8 items have been lost from [redacted] delivery company.Desired Settlement: Whole refund

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 dress along with $500 worth of other merchandise from their online store. They delivered a dress that was not the one I ordered. I tried to return this dress to the store which told me they could not accept the return because the tag that was on the dress was not matching the product when they scanned it. The white garment tags had also been cut out of the dress. This dress that was received was not altered by myself in any way. I received this dress exactly how I tried to return it. I had to call Zara.com and speak to a [redacted] who told me there was nothing he could do for me. Because I remained persistent that I was not at fault he had me send images of the dress to review with management. After they had reviewed my case for a day he came back and stated they would not refund me and there was nothing I could do.Desired Settlement: I am a very good customer to this retailer and have spent thousands of dollars there in the past year. I would like them to make this right and exchange this dress, which I did not order for the correct one. I did not alter the delivered dress in any way therefore should not be responsible for it. I am now at a loss for an $80 dress that I payed for and did not receive.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

We would fist like to apologize for any inconvenience this may have caused. 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.

As a commercial gesture, we will send a replacement of the Long Sleeve Mini Dress ref [redacted] that you state was not received correctly. We kindly ask you to please return the incorrect item at your earliest convenience using the [redacted] pre paid label included in the box. I you no longer have the label, please advise us and we will provide you with a new one. You may contact our Customer Service through the contact form, call ###-###-####, or 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. Thank you for resolving this matter in such a timely matter and look forward to doing more business with you in the future.

Sincerely,

Review: Hi,

I have been going back and forth with both ZARA stores and customer service department. If you look into this order number I purchased an item via your website on 12/**/14 to have delivered to one of your ZARA - [redacted] location. I received confirmation on 01/**/15 stating the item was available for pickup at the store. I have been to the store and they are unable to locate the package.

I have spoken with ZARA customer service representatives via phone various times and still no solution has been provided. I would now like a full refund of $25.49 for a purchase as I am no longer in need of your item and your company has not been able to provide me with a solution or explanation.

Thank you,Desired Settlement: Full refund of $25.49

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: This complaint is in reference to store #[redacted] in Dallas TX, Galleria mall. I called the store at 4:19pm August [redacted] in search of an item. An employee by the name of [redacted] took the item number that I provided, put me on hold to look for the item, comes back to the phone to tell me it was available but only in a small. I said that was fine if she could please place the item on hold I would stop by after work to purchase. I arrive at the store and a sales associate working the registrar tells me its not on hold. The manager ([redacted]) asks what the problem is,I relay the information and she says "oh we don't have that its past season we don't hold items". I asked her ([redacted] the manager) if all of her associates were aware of the store policy, she says "yes they should, why did you ask to put it on hold". Excuse me but if she's the manager shouldn't she be more concerned that her employees haven't been trained properly and where are her customer service skills?! She proceeds to tell me that [redacted] is on break and I can wait until she comes back, fine with me. To make an even longer story short, the item was not in the store, [redacted] was not helpful or friendly. [redacted] was called while on break and says "oh the item isn't on hold well then I don't remember". [redacted] the manger with NO people skills goes to the back, never comes back to the front and says via walkie talkie, its not here. People skills are VERY important when working retail, along with customer appreciation and neither of these were offered or extended at your store. Since i'm a personal shopper my assistant and I purchase ALOT of items for my clients and this was my LAST time in your store since I usually shop online. I'll be sure to let my associates and clients know via social media that this store is not the store to visit the next time we arrive at the Galleria. [redacted] should take a"people skills"class on top of brushing up on her customer service.Desired Settlement: Explanation of the stores policy and customer service/management training.

Consumer

Response:

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

Sincerely,

Review: My wife purchased a dress and tried it on at home. Did not fit, I returned. End of story.

Cashier told me she would not return because it was "worn." A completely baseless accusation.

I was embarrassed, humiliated, and extremely angry to be accused by your staff. To accuse me of returning a used item, in front of my kids, in front of a line of people, is not just bad customer service, it is a complete fraud. YOU are refusing to honor your return policy and making up some insane accusatory story to try to put the blame on me.

You think I will not disputed this charge?!?

This little clerk and the manager should be fired. I am respectable adult in this community. I will not stand for being treated like some college student or tourist or whoever your staff is accustomed to pushing around.

There is FAR to much competition in the world of mid-grade "fast fashion" to run this level of chintzy customer service.

As a company, you should be ashamed that you are being represented by these people This negative experience will last a lifetime. All of my friends will know about it, I will personally campaign against Zara at every possible moment for a very long time.

It probably won't impact your bottom line, but it sure as hell doesn't help.

Enjoy the $99 you stole from me through your half [redacted] little minions running your Georgetown shop.Desired Settlement: Take this dress back, fire your staff

Business

Response:

Dear Customer, Thank

you for contacting Zara and for your interest in our products. We sincerely apologize for the manner in which our decision has impacted your

overall service experience. Our aim is to provide a consistent and reliable

service in alignment with our purchase conditions.However, we have every right to deny a transacting that doesn't comply within our return and exchange conditions . We regret we wont be able to further assist you.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:

[Your Answer Here]

The issue here is the dress returned is in 100% perfect condition. There is absolutely no reason it should have ever been rejected. There was absolutely no reason except that your staff is trying to cheat and/or discriminate against me for some unknown reason.

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

Sincerely,

Review: Someone used my email and placed an order for $223.Desired Settlement: Find out last four digits of credit card used to place order

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

In regards to your email, please be advised we are unable to disclose any personal details used to place orders at Zara.com. Nevertheless, we understand an unauthorized transaction may have occurred with your personal details, and we recommend that you contact your local Police Depatment to file an official report. Once you have a police statement, you may forward a copy to [redacted] so it can be reviewed by the corresponding department.

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 still don't know if my credit card was used to make this purchase , or not.I got an email from zara.com on [redacted] stating that an order was made for $233. and what was in the order. I cancelled the order because I know I didn't place it. maybe someone legitimally placed the order and gave the wrong email address. zara should contact the OTHER [redacted] and find out what the correct email is. otherwise that person will never get their zara merchandise and never find out what happened

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 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

Review: I was walking by the Zara store in downtown [redacted] at about 8 pm on July **, 2013 when I came upon a pedestrian on the sidewalk in front of the store main window. A crowd had gathered because the individual was in significant distress and felt an ambulance needed to be called. Unsure of my location and how best to give directions, I asked the security guard at the front door to dial 9-11. He told me he had no phone and no access to a phone (which would seem unlikely for a security officer). I asked him then to ask someone else in the store to call (i.e., at the counter) and explained that I was a physician and need to wait with the patient until the ambulance came. I went back to the security officer after the ambulance hadn't arrived after 15 minutes and the security guard repeated he had no phone and wouldn't place a call. When I asked for help at the front desk the sales clerks merely reiterated that indeed the security officer had no access to a phone and one of them stated "Just ignore him (referring to me)." Another pedestrian called and an ambulance eventually arrived and took the patient to the hospital (with siren running). I called the Zara corporation to file a complaint on July [redacted] and they assured me they would have someone return my call the same day -- after 4 1/2 months I still haven't received a return call. I spoke with the Revdex.com of Philadelphia (they refered me to your office), the Mayor's Office and the Philadelphia Health Department -- they were concerned about the seriousness of the lack of action on the part of the store, but refered me to the Revdex.com to file a complaint siting a lack of jurisdiction/legislation.Desired Settlement: I would like the store to acknowledge and address the situation -- their lack of action (i.e., refusal to call an ambulance at the direct request of a physician) represents a serious safety concern and should be remedied. I can't believe this is consistent with company policy. If it is, then I would request some advice on how to address that policy.

Business

Response:

Dear Customer,

We hope all is well

At ZARA, we thrive to

provide the best customer service for each and every customer, as we proudly

stand for our equal opportunity environment. That being said, we regret that you encounter this experience . If anyone on our staff was less than professional during your

recent visit, please accept our sincerest apologies. We have begun

investigating this matter internally and we plan on taking appropriate action

once our investigation is complete.

Review: This complaint is being filed with respect to Order # [redacted]. This was an online order from Zara.com.

I returned the item labelled "TOP WITH FAUX LEATHER POCKETS" to Zara.com within the time period required as per Zara's corporate policy. The item had a price tag attached and was returned in the condition in which it was delivered to me.

I received a voice message on November [redacted], 2015 from a girl named Mieka who advised that the item would not be refunded to me because it was "worn". She didn't leave the order number or identify the product which was extremely frustrating as I have multiple online orders with Zara so I had to spend time figuring out which item she was referring to (based on notifications I received via e-mail regarding refunds).

I called Zara.com on November [redacted], 2015 and had the pleasure of speaking with Abigail, a very rude and insensitive representative who advised that the item was examined and a refund would not be issued. She claimed that there was a "makeup" stain on the item. I find this laughable given that most of Zara's merchandise in store has make-up stains, dirt and even holes in it. The item was not returned with any signs of wear when it left my possession. I inspect all items before returning them for a refund. I did not wear this item as there was clearly a price tag still attached to the item (and I would not walk around with a tag attached to me). I asked to speak to Abigail's superior and she claimed that she is the most senior supervisor at Zara.com (I find this hard to believe) and when I mentioned that this experience has made me reconsider my decision to do business with Zara, she didn't seem to care (despite the hundreds of dollars I have spent there in the past month) - she said thanks for calling and hung up.

I want the refund issued to me. This item was not worn. How do I know someone at Zara.com didn't rub their face against the item and put a makeup stain there? When the item left my hands, it was in brand new condition. I cannot control what happens past that point.

For the record, Zara has terrible customer service in-store and online. I am a legal professional with many options to choose from when it comes to retailers. I did business with Zara.com because generally, it offered a convenient and hassle-free service. Knowing that my business is not valued is enough for me to stop shopping there.Desired Settlement: Refund

I ordered a package online and did not receive it. I submitted a claim and they denied it because they determined it had been delivered. It doesn't matter that I didn't actually receive it, I still won't get a refund or replacement of goods. They don't care for or protect their customers.

Review: I purchased a jumpsuit with a belt on 7/**/14 from [redacted] and did not realize till weeks later that there was a stain on it. Because I opened the box pretty late in the evening and hung it up in my daughter's closet, I did not realize the stain till my daughter actually needed to wear it the day before her school day. I wanted to put it on my daughter for her first day of school on August [redacted], but I noticed obvious stain marks on the upper right shoulder and mid left section. Maybe my windows helped me see the stain when I put it up to gave it another look. I gave ZARA a call on August [redacted] requesting on how to do a return, they said to send over a picture of the item and forward it to their email ([redacted] - case # [redacted].) I received a phone call today, August [redacted] and the customer service said that they are unable to do a return or exchange because it looks like the jumpsuit has been worn. I've explained to her that I wouldn't want my daughter to wear a stained dress for school. Even the tags are still on the jumpsuit. The item has not been worn by my 5-year old because of the stain. I am not a person who lies, nor the type of person who would want my daughter to wear a dress with a tag on the back and return it to the store. There is just no sense to it. My daughter would itch all day if she wore it with a tag.Desired Settlement: I want my money back.