My complaint:
Hi there,
I would like to start by saying that I have been online customer of Zara from more than 5 years and have always shopped in Zara sales.
There has been issues on the refund in the past; however Zara’s escalated team used to take evidence of the Postal receipts and used to process the refund of the same.
This time I am really disappointed as the Zara’s official seems to be hardly taking any note of the concern of the customer.
This is with respect to my purchases of Zara in the winter sale which started in December 2022. As Zara has now started charging for the postages, I consolidated my returns and generated returns of 12 boxes in one go so that I can send all the unwanted items in one postage. In total I generated postage returns in 3 tranches.
I generated Return request with Zara on January 13, 2023 which was accepted and I started posting the boxes. I started getting refunds for the same and I started checking my orders to that I have received refund of all items.
I noticed that I didn’t receive refund for three items from three different orders which was all sent in my January 13, 2023. When I called them and raised a complaint; I received refund for one item but the other two were still pending.
The items are as follows:
Order No. 52687240825 – Pink Metallic dress – £22.99 (Item code 8251182)
Order No. 53137223056 – Rhinestone Brooch – £9.99 (item code 1856251)
In the mean time, my other orders came, and I generated second request for return on January 27, 2023 which was accepted by Zara and started sending the boxes.
I started checking again for the refunds and noticed that I have still not received the refund on the two items mentioned above. Further from the second tranche of returns, I noticed that I have not received refund for one item which was a full priced item, the detail is as follows:
Order No. 53153426972 – Shimmery Black Bag – £59.99 (item code 6280010)
I called Zara and raised a compliant on the above item and asked about the complaint raised on the above mentioned two items. The customer service officer said that the warehouse has stated that they have not received the two items in their warehouse. I told the customer service officer that if I am sending 10 items in the return box and I am getting refund for 9 items and not for the 10th; that is quite strange. I asked them to escalate the complaint and check the warehouse CCTV footage of opening the returns boxes. The customer service office half heartedly said that she will escalate the complaint again. After 3-4 days, I got a call from Zara stating that the warehouse ed that all the three items mentioned were not received in the warehouse and that is final.
I was taken aback and requested them that as a customer I am ing that items were sent in the boxes and Zara is just denying. I said that in that case they should send the investigated videos of my returned boxes. Zara was just not interested and kept saying that it is the final decision that I will not be getting any refund. I asked if I can make a formal complaint and they said that it is the final decision. I told them that I can send all the postage receipts which they didn’t even ask for and still they didn’t ask for it.
As an old customer of Zara, it is my right to know what happened to the items and WHY my refund is being denied. It is not fair for a brand like Zara to treat their customer so poorly. I NEED ANSWERS and a thorough investigation needs to be carried out for what happened to the 3 items after they were returned.
I am a into Compliance and legal by profession and I would like to take this further to the consumer court for justice as Zara cannot just give final decision and make money on the items which were returned by the customer. We order online orders and returns as we don’t have time to go to the shops and this should not be treated that refunds will be on their whims and fancies.
It is a shame that Zara is treating customers who are buying their items in this manner.
BRANDS LIKE ZARA MUST REALISE THAT THEY CANNOT TAKE THEIR CUSTOMERS FOR GRANTED. THEY EXIST BECAUSE OF US AND WE WILL NOT BE CHEATED.
Suggested solution:
I need refund on the items sent back to Zara
