My complaint:
I placed an order for a dress from the ZARA website on 10th April (Sunday) for a very special occasion for my sister for her proposal and hence it was a very special dress. I received my package on Tuesday and when I opened it, it was not the dress I ordered. It was something else. It was worth so much amount 93$ to be precise. I ordered it specially from Zara thinking I wouldn’t have to worry about all this happening. I thought maybe this is a mistake, I reached out to chat support from the app and informed them about what happened. They said you can opt for either a refund or an express replacement. When she gave me this option I checked the App to see if the dress was still available it said sold out. So inquired with the agent that is the dress actually available because its showing sold out on the app as I did not wanted to wait if it was still going to take more time. She said it is available we have requested your express replacement. Team will reach out to you in 48hrs with a new order number. I again reached out to customer service with the mail I received the next day which said they need some contact info from me. I reached out and they asked me for the address I wanted to give for the new order to be delivered. ‘i gave them the address and the agent said please wait for 48 hours to receive a new order number your request has been sent. I asked again is the dress really available because it is showing sold out on the app. She said yes you will receive it just wait for the new order number. I agreed and today is the next week (tuesday again). I spoke to the customer service again as I didn’t receive any order number from ZARA nor any other info. I spoke to the agent and I asked if my order number is available and she said have you sent the wrong item back to us? I told her no because I have received any label from you guys and nor have anyone asked me to do that in spite to asking the team f there was anything else required from my end to make the process smoother. They said no just wait. And today the agent kept saying the dress is sold out there’s no way we can send it to you and also we cant process anything before you send us the item. Then why did the team kept on saying it’s done just wait just wait. Now We don’t have a dress and I have wasted one week on this. I could have done this before itself. Very very unprofessional. I m helpless now I don’t know how m I going to arrange a dress in no time.
Suggested solution:
They should have done their job right and informed me if it was not there and should have provided compensation as an apology.
