My complaint:
I contacted Zara this morning to enquire about a return that appeared to be stuck in transit somewhere. I had an online chat with three separate colleagues, each having to go through the same thing repeatedly. The chat ended without warning and there was no facility to have a transcript of the chats. I asked for the problem to be escalated, and again, there was no facility to do that. I asked for an email address so that I could raise a complaint and again they had nothing to offer. The whole thing took an hour and a half and I missed an appointment due to this. I didn’t want to leave the chat without a resolution so continued with the online chat much longer than I expected.
Suggested solution:
Please stop using scripts and set responses as they are not suitable for every situation. Please provide your advisers with all the information they need to address any queries. I spent a lot of money with Zara and the whole experience has caused me stress and I am left feeling disillusioned, so much so that I will not shop with Zara again
