Kingdom Bright, Inc.

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]

At this time, I have been contacted directly by Zara USA regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here] Zara has refused to refund me or re-deliver my order. I have send them my surveillance videos and they claim that my videos can't...

be use as evidence. Zara stated they have made their decision and that the tracking order show it was signed and delivered. Even though [redacted] admitted the delivery error, they still refused to solve my issue. I will try to resolve my issue at the small claims court at Chicago.  Please publish my complaint in the Revdex.com website. I would like to thank you for your time and effort. I really appreciate it.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Customer,  Please be aware that our decision remains consistent as it is not a policy and procedure that ZARA adhere by .  Thank you, Customer Services

Dea[redacted],Thank you for contacting us and expressing your comments to us.
At Zara we have endeavored to establish a reputation for friendly customer service and this means at all points of the sale, whether it be with assisting in locating items on the shop floor, in the fitting rooms, product knowledge, at the final point of sale when paying for your purchases or when returning items.  Zara USA is part of a diverse and multicultural company that has over 140,000 employees of different nationalities, cultures, languages and beliefs serving customers across 88 countries. We do not tolerate discrimination of any form.
We apologize for the experience you encounter at our ZARA store. Please rest assured we will speak directly to the Store Manager and discuss this issue in order to avoid a repetition of such a situation in the future. Your experience will also be discussed with the Regional Manager and the Human Resources Department to ensure that our customer service is kept up to the highest possible level at all times.
In order to assist you with your transaction kindly provide us with your mailing address in order to provide you with a free of charge Return Label slip. Once we receive the items we will provide you with a refund in the same form of payment .
Many thanks for taking the time to write to us and bringing this matter to our attention. Once again please accept my sincere apologies for the inconvenience caused.

Kind Regards,
Customer Service Department

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 provided my apartment number [redacted] when I placed the order, not just provided the address of our building. There are more than 100 apartments in our building so delivering to the front door didn't mean the delivery process was completed. If someone send the package to the street, it doesn't mean the package was sent to the building, right?    I placed online orders from other websites before, they can deliver packages to the door of my apartment [redacted] not just to our building.Most of the companys care about their customers satisfaction, but please don't make a Zara customer like me feel that Zara don't even care about whether their customers receive their orders. Zara was in the best position to prevent this case from happening, for example, Zara can provide a choice of requiring signiture when delivering. Also, Zara can choose a shipping method that deliver package to the exact address. So, I cannot understand why Zara has no responsibility for this case, there are so many ways to ensure that customers can receive their orders.Please consider what effect Zara could bring to a customer who love Zara for more than 3 years.I'm looking forward a fair result. Thank you!I hope I can get a fair solution.
 
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 is a satisfactory first step in resolving my complaint.  However, ultimately it is my hope that my items will either be resent to me, or a full refund.  And if none of these options are feasible, I would like to at least receive a store credit in the amount that I spent, so that I can recoup my damages.  I am also hoping that in the future Zara will rethink their delivery policy to include allowing customers the option of signing off on delivered items, that way the customer receives their merchandise, the retailer has receipt verification, and everyone is happy.     Thank you,
[redacted]

Dear [redacted],We sincerely apologize for the overall experience reported. At this time our records indicate that this matter was resolved with an express replacement completed on September **, 2015. For further queries, please contact our Customer Service through the contact form or call...

###-###-####. You may also send us an email at [redacted].

Dear Erin,
 
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. The details of this experience have been successfully documented to facilitate improvements.
 
At this time, we...

are unable to locate the article you request in our inventory as it is completely sold out. Additionally, a refund to the originally form of payment has already been issued.
 
As a commercial gesture we would like to offer you free express shipping on your next [redacted] order. Once again, please accept our sincerest apologies.
 
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:The tracking information doesn't change the fact that I didn't receive the package. Never, ever. For such a high-value package, Zara should guarantee customer could receive it by mailing with signature confirmation?That will be much easier for me as a customer and also will be easier for Zara. But Zara just kept doing its lousy job by sending out package without any security. When placing the order, we even asked Zara not to use Lasership, which has a bad reputation and record, to deliver our package. But Zara just ignored our request and kept using Lasership. I think we have done our best to secure our package. And we as customer are not even expected to do so much extra work. That's why I really can not accept the response made by Zara.
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:

I do not accept the business's response because: Zara has an online store from which customers may purchase products and receive purchases in the mail. Additionally, Zara is able to send, via mail, a shipping label which the company insists is a 'gesture of goodwill', but claims to be not able to send a undamaged product in exchange. Zara is insisting if I would like to exchange the damaged pair of pants, I would need to visit a physical location. As can be seen from the attached conversation, the company is ignoring the fact that there are no Zara stores WITHIN 8 HOURS OF MY GEOGRAPHIC LOCATION (Buffalo, NY). If there was a store near me, I would be able to exchange the damaged product myself and would not have contacted the company at all. However, this is not an option for me. In order for this company to have a store in NYC where there are millions of people traveling and shopping, a policy on exchanges of damaged goods to customers who do not have Zara stores within a reasonable distance would seem necessary. The customer service I have received from this company has been horrendous, and I am horrified by their unethical 'policies'. I have sent ample photographic evidence of the unacceptable product. However, returns/refunds are only permitted on a case by case basis when 'approved' the company itself. I do not feel comfortable sharing my address and personal information with this company to be sent a shipping label. The company could claim to never have received the damaged pants or refuse to provide the refund. At that point, I would neither have the money I paid for the pants nor the damaged pants in my possession. Refunds are more difficult to provide than exchanges. Therefore, I do not accept the resolution, as I am only seeking a replacement pair of undamaged pants. 
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]

Dear [redacted],
Thank you for contacting [redacted].
Regarding the delivery error reported, we would first like to apologize for any inconvenience this may have caused you. According to our last communication, and per the delivery notes provided, we concluded that the package was delivered...

successfully to the address on file.
We have further reviewed the delivery details provided by the carrier, and a member of our Quality Assurance Team will be in contact with you to discuss the matter and provide you with a suitable resolution.
Best regards,
[redacted] Customer Service

Dear [redacted],
Thank you for contacting Zara.com.
Our records indicate your concern was already addressed and resolved by our Customer Service Department as of November [redacted], 2016, following our internal review. No further action will be taken at this time, as this case is deemed successfully...

settled.
Regards,
Zara.com Customer Service

Revdex.com:
I never received a verbal or written email response from company to date. However, the missing shoes were finally sent in reference to complaint ID [redacted], and I find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

[redacted]

Dear [redacted],
Thank you for contacting Zara.
We would first like to apologize for any inconvenience this may have caused.
According to our policy, if the store credit was issued on December 2011, you would have until December 2014 to use it. Once expired, the store credit can no longer be...

reinstated. Please refer to our policy stated on the back of the receipt handed to you, as well as on the back of the card.
Unfortunately, at this time, we are unable to honor the expired credit.
Regards,
Zara Customer Service

Dear [redacted],Thank you for contacting [redacted] and for your interest in our products. Regarding your complaint, we hope that you accept our sincerest apology regarding your most recent shopping experience with us. Please note our records indicate that this matter has been rectified with a...

replacement being issued with new order number [redacted]. Accordingly once your parcel is received in the store selected, a confirmation email will be sent alerting you to the availability for retrieval.   Regards

Dear Customer,  Thank you for contacting us . Regarding your matter if the transaction was outside our one month policy and the original receipt was present a store credit would be issued. Otherwise if the original receipt is not present an exchange for the current selling price will be offer....

In this case since the item was left at the store we regret we wont be able to further assist since our offer was denied by the customer . Regards, Customer Services

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:

[Your Answer Here]
 
 First of all, your so called store manager, did not refuse to refund or exchange the product because of the default. I am certain my knowledge of textile is better than your store manager but that is not anyone's concern. The sale associate and the store 'manager' immediately refused and did not even take my inquiry into consideration because of the time frame of the purchase was done. They told me it was a product of the previous season that is why they can not help me. And I am pretty sure, there was not statement on the receipt that clearly states that previous seasons products can not be exchanged or refunded. Here is my question to this 'excuse' what if I bought the product today and want to return or exchange it tomorrow and the seasonal change in the store happens over the night? What would be the excuse then to avoid a refund or exchange?  If they bothered to pay attention to the shape and the location of there the damage (rip) happen, they would have understood ( assuming they have the standard logic of an average person) it was not because how it was used or how long. Honestly, I do not care of a refund or an exchange. The issue is, a brand like ZARA treats a long time loyal customer like this over a pair of jeans is unacceptable. Yes obviously you have a return policy. But there are things the return policy does not cover, and that is not my fault. The issue can not be treated as a simple 'product exchange or refund', as I was using the product happily with no intention of returning or exchanging it until it ripped. I have been using other pairs of jeans purchased from Zara before the product in question and I have no problems with them. Is there any item in your policy explains this? If not please do enlighten me with my curiosity. One other thing about how poorly you handle my issue is; no one even bothered to examine the product or take a second look at it. You have been using the 'return policy' excuse as a shield to avoid and dismiss the issue. Guess what, its unprofessional. This has been my only and the worst experience as a customer I have had.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
[redacted]

Dear Customer, Thank you for contacting us. As per our policy in order to offer an exchange or return we kindly ask to visit our store location with the original receipt. We regret we wont be able to further assist you . Regards, Customer Services

Dear [redacted],
Thank you for contacting Zara.
We would first like to apologize for any inconvenience this matter may have caused.
Please note the correct price of the Sweater ref #[redacted] was always $49.99. Due to an isolated human error on the labeling process, the store honored the incorrect...

price tag for the sweater you selected. Nonetheless, the incorrect price is unique to the mislabeled article and not valid in the event you exchange or repurchase it.
Regards,
Zara Customer Service