Zara USA

Review: I bought Zara suit on Apr [redacted] 2015 from [redacted] Zara store,**. Since they only provide paper receipt while washing my clothes I lost it somewhere in laundry. I tried to get duplicate copy through company website,[redacted] and by contacting store as well.

When there had been no option left I visited store on May [redacted] as I travel every week due to my business nature. And showed them my credit card statement the one I used to purchase to make sure it is a purchased product.Suit is in actual state and with tag but I have been declined not to get refund but from store credit.

In next one month their sale will begin and I may have to get reduced refund.

Who in this world specially international company doesn't provide e-receipt?

Or any way to get duplicate copy?

This not really not a true and fair business and making people obligated to have product even if they bought and lost paper receipt. Strange fact is that I am not the only person and store person also hate but she has limitation by company policy.Desired Settlement: Refund ASAP.

Business

Response:

Dear Customer,We hope this email finds you well.In reply to your message, we enclose our Policy on Returnsand Exchanges:Returns and exchanges of an article are allowed within ONEMONTH of the purchase date, provided it has not been used and upon productionof the receipt.The amount that was paid will be refunded via the same meansused to make the purchase. The original purchase receipt and if used, thecredit card and charge slip will be required.Articles purchased in another country, underwear, swimwearor articles altered on request of the customer will not be returned orexchanged. If the purchasedarticle is a gift card, please consult the applicable general conditions.This guarantee is in addition and does not affect theconsumer or user's legal rights in case of lack of conformity of the productwith the contract. This information is stated on the prominent noticesdisplayed in our stores and on the back of the purchase receipt.Moving forward, we would like to inform you that theexchange and/or return of the articles would be done exclusively in our stores.Please be aware that we do not duplicate original receipt, credit card receiptsor bank statements cannot be used as proof of payments as the garment is not identified. We regret we won’t be able to further assist you in this matter.Thank you, Customer Services

Review: I place an online order and I had my apartment broken into and packages stolen, including my Zara order, and I have been treated by Zara's customer service like this is somehow my fault and they refuse to help out a customer with either a refund or a replacement order. They were incredibly rude. This is the worst customer service I have ever experienced. I now have to eat almost 200 bucks and they refuse to rectify the problem. Customer Service FAIL.Desired Settlement: Considering I have been a very good customer for this business for over 8 years, I expected to be treated with respect. What ever happened to the customer is always right? The other packages that I had stolen from other retailers were either refunded or replaced, and that is all I expect as a good customer. I want a refund from my order or a replacement order sent back out to me. 200 bucks is NOT something to ignore or laugh at.

Business

Response:

Thank you for contacting Zara.com 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. As the incident reported is of a criminal nature and unrelated to a logistical error, Zara.com is unable to assume further financial liability. We apologize for any inconvenience caused by this matter.

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] They haven't accepted responsibility. I will be contacting my bank to dispute this.

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.

As per the terms and conditions you agree to when shopping at Zara.com, the articles will be at your risk from the time of the delivery. Zara.com is not liable for packages that are lost or stolen after the delivery is complete.

While we recommend packages to be delivered to a location where someone is available to receive them moving forward, we sincerely apologize for any inconvenience this matter may have caused.

Regards,

Zara.com Customer Service

Review: I had placed two orders with this company. Upon tracking my package I have seen that it said delivered and left at the front door. Upon arriving home of which I might add is an apartment building my packages were not there. I then called Zara and made them aware of this issue and ask why they hadn't required any sort of signature for my packages of which I paid for. The customer service representative then told me it was to the discretion of the driver as whether it was safe to leave the package. I then explained to the representative that the explanation was unacceptable because I had already rendered my payment for something that I had no possession of. Having reassure me that they were going to into the matter it's now several weeks later; along with several unanswered questions as to how matter is going to be result.Desired Settlement: Being that these items were order for winter and I have being getting the run around. I no longer desired these items being a loyal customer of this company. I want nothing else to do with them.

Business

Response:

Dear [redacted],Thank you for contacting Zara.com.We would first like to apologize for any inconvenience this may have caused, and advise we have reviewed once again the details of the matter described to us.In an effort to understand the circumstances surrounding the delivery of your orders [redacted] and [redacted], we have initiated an investigation in conjunction with our carrier [redacted] for both shipments. At the end of the carrier's investigation, it was determined the delivery was made successfully to the agreed address.As we value you as a customer, an excception has been granted and a refund has been issued to the original form of payment for both orders, despite the conclusion of the investigation demonstrating the delivery was successful. Please note, as per our Purchase conditions, the product(s) will be at your risk from the time of delivery. Therefore, moving forward, we recommend having the package shipped to one of our stores, or to a business location where packages have to be signed for.Regards,Zara.com Customer Service

Review: I am writing in regard to online order numbers [redacted] (total $877.83) and [redacted] (total $341.91) placed on July [redacted], 2014. I am seeking to return all items in both of these two orders, with the exception of the "PARKA WITH FAUX LEATHER SLEEVES", price $79.99. My husband and I contacted Zara on Monday 10/**/14 and spoke with a customer service representative. We advised the representative that we had been away from our home for an extended trip attending to urgent family business and hence were unable to return these items until now.

The representative stated that the return would be considered, and followed up with a phone call the same evening stating the return was denied, without providing any explanation. We then asked to have the order considered by Zara Corporate for return to a physical store. I subsequently received two emails with Case IDs #[redacted] and #[redacted], on 10/**/14 and 10/**/14, respectively, with a generic text stating the company is unable to process my request. There was no indication of the company having considered the circumstances under which I was requesting to make the return.

I have noted that the "Code of Conduct and Responsible Practices" of Inditex Group, Zara's parent company, as posted at [redacted] states, "Inditex undertakes to offer to all its customers a high standard of excellence, quality and safety in all its products, and to have a smooth and transparent communication with them." I do not believe that Inditex and Zara have lived up to this commitment in communicating with me about my request to accept this return.Desired Settlement: I am requesting that my return of 25 items (all items in this order except the parka referenced above) be accepted and for a refund of $1139.75 to be made to me.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

We would first like to apologize for the negative impact our recent service interaction has had on your loyalty to our brand. 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. At this time the details of this experience have been successfully documented to facilitate improvements.

Please bear in mind our collections are updated from week to week, in order to ensure we only offer the latest trends in fashion. We work profusely to have orders processed and shipped within a timely manner to guarantee our customers' satisfaction. A prepaid return label for each order is always included with the packages, in an effort to make the return process easy and fast on our customer's end. The return policy you agree to when shopping at Zara.com reflects the fast paced nature of our company, and allows us to continue offering the latest in fashion at the speed that we do. Therefore we are unable to accept returns that are outside the 1 month window for return, and possibly already sold out and replaced by newer styles.

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:

Dear Zara.com Customer Service Team,Thank you for your response. I appreciate you letting me know that you intend to use this interaction to improve the customer service experience for other Zara.com shoppers. Thank you also for sharing the motivation behind your initial decision on this matter.Based on the insights that you shared in your message, I understand that it’s difficult for Zara to offer me a full refund for returning these items. However, my complaint has not been resolved because I still find the response inconsistent with Zara’s code of conduct and your stated commitment to "improving [my] future shopping experiences." Since you mentioned you are concerned about the impact this experience has on my loyalty to the Zara brand, I would like to suggest that we work together to resolve this situation.Would you consider taking back the items for a store credit, or offering a store credit in lieu of a return? In my opinion, it would be a good way for Zara to operate consistently with its standard return policies and at the same time display a token of good will to retain me as a loyal Zara customer. Please let me know.Thanks in advance,[redacted]

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.

Concerning your query , please note our system does not support the option mentioned . 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:

Dear Zara.com Customer Service Team,I understand that your system does not support giving a store credit. However, my complaint has still not been resolved because you have not offered me any accommodation to resolve the complaint. In light of the negative experience I have had communicating with Zara, and to retain me as a customer, I believe it would be appropriate for you to offer me a refund - at least a partial one.

Sincerely,

Review: Zara says my packaged was delivered - it was not delivered. I was told I they resend me the items ordered when I reached out them to report the missing items.

I followed up a few days later and was told that no, they would do nothing for me. They will not refund me the money paid or resend the items ordered.Desired Settlement: Refund the amount paid or receive the items ordered.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

?

In an effort to understand the circumstances surrounding the delivery of your order [redacted] under tracking number [redacted], we have initiated an investigation in conjunction with our carrier UPS. Our records indicate the delivery was made successfully to the same address requested at the time when the order was placed, and the package was signed for by [redacted].

Please note as per the terms and conditions agreed to when you shop at Zara.com, the "delivery" shall be deemed to have ocurred or the goods shall be deemed to "have been delivered" upon signing for receipt of the products at the agreed delivery address.

At this time, since the package is deemed delivered, we are unable to provide replacement or refund.

We sincerely apologize for any inconvenience this may have caused.

Regards,

Zara.com Customer Service

Review: I placed an order in November [redacted], 2015 on 3 jackets and a pair of trousers from Zara.com. About 2 weeks later, I received my order, boxed and sealed in a plastic bag from Zara.com. The 2 packages consisted of 1 jacket and 1 pair of trousers, so I thought my other 2 jackets are in transit. I waited for another week, still haven't received the 2 jackets. This is where the nightmare begins. Beginning on 12/** I have been calling Zara to find out what happened with my order. I keep getting the "[redacted]". On the fifth call, I refused to hang up until I received an answer. I was informed that they "checked with the warehouse and your order was fulfilled", then I was hung up on. This is totally unacceptable. Why would the warehouse admit that they messed up? The packages were shipped and sealed when they arrived at my location so it cannot be the shipping company's problem. It means the warehouse simply did not send them!Desired Settlement: I want refund of my 2 items (winter coats) which totals over $260.

Consumer

Response:

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

Review: Bought 159.78 ZARA goods from zara.com a month ago, didn't receive the package. Contacted ZARA for many many times and they claimed they had sent the package with FedEx. ZARA refused to give right solution and refused their liability. I did not receive the package at all.Desired Settlement: I bought things, paid in full then received nothing but angry. I desire refund.

Review: I recently made a purchase through www.zara .com on November [redacted] 2014, on the same day I received an order confirmation and $845.16 USD were charged to my credit card.

The order confirmation Number is [redacted], and as it explained the order will be shipped in two separate shipments, since one of the thirteen items was not available in the nearest distribution center. The shipment numbers are: [redacted] and [redacted].

I placed this order to get my family’s Christmas presents, which I will take in a trip to visit them abroad and through a CYBERWEEK sale.

I find it UNACCEPTABLE that three days later I receive a notification that my order was cancelled due to a “data transmission error”.

I need a prompt solution to this matter, as I believe as a customer and by receiving a confirmation, the order need to be fulfilled. I did my purchase on time for the holidays and there was no error when the total amount was charged to my credit card and the order was confirmed.

Zara is an international company that should be able to fulfill and satisfy customers.Desired Settlement: I want the delivery of my order exactly as I placed it (price, items, etc.) and on time.

Business

Response:

Dear [redacted],Thank you for contacting Zara.com and for your interest in our products.Regarding your email, we kindly ask that you contact us at ###-###-#### to verify some detailed information so we may better assist you in this matter. Our customer service is available Monday thru Friday from 8.30 am to 7.30 pm EST and Saturday from 10.00 am to 4.00 pm ESTFor further queries, please contact our Customer Service through the contact form or call ###-###-####. You may also send us an email at [redacted].Regards,Zara.com Customer Service

Review: On November [redacted], I bought a jacket from the Zara. On the **I noticed that I had lost the recipet. I called their 1800 number, and they told me I could have the store look up the transaction.

I then went to the store, and they told me I had to contact the zara cusomer service email and provide the last 4 of my credit card, along with the statement of the transaction on my credit card.

I contacts Zara's customer service email on 11/[redacted]and again on 12/**. I never recived a response.Desired Settlement: Refund Jacket. Credit card statement matches tictet of item. The company could easily look up the details of the transaction- if they wanted too.

Business

Response:

Dear Customer,

We hope this email finds you well.

Review: I was shopping at the [redacted] on Saturday October **, 2013. I had decided to purchase a $179.00 dress and a $35.90 shirt. As I was checking out the cashier told me my total was $115.00. Not wanting to be dishonest I informed the cashier that the dress was marked $179.00 and asked him to check the price again, thinking maybe the dress was tagged wrong but when he checked again it was in fact $69.90. He scanned it again and told me it was ringing up for $69.90. I was getting ready to pay the total of $115.00 when he called over a manager ( a women in her 30s with long orange/reddish hair) and asked her to take a look. She told him to override it or something to get the tagged price of $179.00. I told her that she should check all the dresses on the floor in order to avoid the incident again. She snapped back at me very rudely that “You would have never gotten it at the lower price because the cashier caught the mistake” I told her that in fact I had caught the mistake and not the cashier. She then proceeded to yell at the cashier for his mistake. I wanted to demand I get the dress for the tagged price but I was so upset by her rudeness and lack of customer service skills that I did not.

I called the store on Monday October [redacted] to ask for the manager’s name so I could call customer service and the manager on the phone asked my why. When I explained the situation to her she began to argue with me and it was only when I said I would call corporate myself that she asked me to fax her my receipt. I have yet to hear anything on the situation. I am absolutely shocked at how not one but two managers treated me. I have been incorrectly under charged at other stores and have always been given the lower price with out having to ask. Zara needs to improve the customer service skills of their managers or they will be losing me as a customer. I would like to be refunded the $109.10 that I was charged due to the mis-labled dress.Desired Settlement: I would like to be refunded the $109.10 that I was charged due to the mis-labled dress. And I want an apology from the manager who mistreated me.

Business

Response:

Please close this case . We have been communicating with the customer in order to finalized this case .

Thanks

Customer Service Department

Review: I ordered four pairs of pants from Zara.com on 1/*/16 to be delivered on 1/**/16. I did not receive my item on 1/**/16. On 1/**/15, after checking with all of my neighbors, I called Zara to report the missing package but the office was closed. I then called [redacted] to notify them of the missing package. They also attempted to call Zara. On 1/**/16, I reported the package missing to Zara via their online site. I received an email from Zara on 1/**/16 requesting further information about the location of my home. I replied on 1/**/16 with this information. Today, 1/**/16, I received a call from Zara stating that there was nothing they can do since the carrier marked the package as delivered, which it was not. I called the call center on 1/**/16 and spoke with James. James told me that there was nothing he can do to assist me in my missing package. I asked to speak with a manager and James stated that he was a case manager. I then asked if he couldn't help me, then if I could speak with another manager who could. James then told me there are actually no managers available to speak with me. I then asked if he had told me that he was a manager and he said yes? I am a floor manager. He said there was absolutely no one I could speak with. I filed a complaint with PayPal on 1/**/15 and PayPal escalated the claim on 2/**/16. On 2/**/16, I received an email from Zara stating "Regarding order [redacted], please be advised after completing an extensive investigation with our courier, [redacted] has confirmed that your package was successfully delivered to the shipping address you provided. As per our terms and conditions, we are unable to assume liability for the package beyond the delivery standpoint. However, as a commercial gesture, we would like to offer a refund for the order. Accordingly, we kindly ask that you close the PayPal Claim associated with your order to proceed with the resolution." I closed my case on 2/**/16 in good faith that Zara would issue a refund. I notified Zara through email that I had closed my case in order to reach this resolution. I did not receive a refund from Zara and contacted Zara again on 2/**/16. I have never received a response to my inquiry.Desired Settlement: I would like a refund of $99.32 for the items I never received.

Business

Response:

Dear Valued Customer,We would first like to apologize for your overall shopping experience. As always, our goal is to offer a consistent and reliable service and we regret this was not achieved. Accordingly, an email confirmation has been sent to your address on file with details of the refund that has been processed. To improve on your future shopping experiences with us, a member of our Quality Assurance Team will contact you within a timely fashion. We look forward to speaking with you and to renewing your faith in our brand. Regards,

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 coat and a jeweled t-shirt from Zara.com on November [redacted]. According to the tracking information, it was marked as delivered by onTrac (suspiciously soon thereafter) on November [redacted], but I never received the package. I live in an apartment complex, and although my apartment number was included in my shipping information, the delivery man evidently just left it outside (the tracking information just said "front doors"), and there was no evidence

of my package anywhere on the premises.

I decided to stay positive and keep a lookout for my package for the next few days, but after 5 days and no signs of my package anywhere, I called Zara and told them that I never received my goods. Although they said it would take up to 3 days for them to follow up with onTrac regarding the status of my package, no one called me back, so after a week passed, I called Zara again to follow up. The Zara rep claimed they still had not heard back from onTrac regarding my package, and they apologized and said they'd follow up in "24-48 hours."

Three days later, I still hadn't heard from Zara about my package, so I called them up again. The rep made a snide remark when I expressed my annoyance about having to keep calling back about the same missing package ("I SEE that!") but she STILL did not have any information about my package. She said she'd mark the ticket as "urgent" and promised that someone would get back to me — again — in 24-48 hours.

Sure enough, about 36 hours later, I got a phone call AND an email from Zara customer service saying that onTrac confirmed that the package WAS "successfully delivered" (leaving it outside the front doors of a big apartment complex is apparently a "success" by onTrac's standards) and therefore Zara.com would NOT be resending me my goods OR refunding me. I called back to 'appeal,' and the rep just kept repeating that Zara "is not responsible" and she suggested I take it up with the courier, onTrac.

So I called onTrac and asked to file a stolen package claim. The claims rep told me that as the recipient of the package, I am not authorized to issue a stolen packages claim — the sender/retailer Zara.com is the only one authorized to file a stolen package claim through onTrac and that the claim MUST come from the retailer.

I call Zara back and tell them that I don't care how it happens — either a) refund me, b) send me a new package, or c) file a stolen package claim through onTrac — but that this needed to be resolved by them as I am being told that I cannot resolve it myself despite extensive efforts. The Zara.com supervisor I was transferred to kept repeating that Zara is not responsible and that they "cannot file a stolen packages claim" (their "hands are tied") and there is nothing they can do since the package was deemed "successfully delivered" by onTrac. I pointed out that there is actually PLENTY else they can do — including simply refunding me or sending me a new package, like any respectable worldwide brand would have done weeks ago! He just said "sorry" and suggested that I call the local police.Desired Settlement: I would like to be refunded for the goods I never received: a total of $75.91

Consumer

Response:

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

Review: Ordered a children's better pants, used it twice and washed it AS PER INSTRUCTIONS, (I am very careful with my laundry) the item pimpled immediately and all over. Looked really awful. Call them up, emailed them pictures-as they requested, waited until the case was reviewed just to hear the no. They wouldn't allow an exchange or give me a refund or any other compensation. I called back spoke to another manager, then the supervisor, gave it all my time and energy only because I knew I was completely right, and all I heard was "[redacted]"

I'm extremely frustrated.....I believe there is some way to make it work.Desired Settlement: Either provide a new pair or refund my payment

Consumer

Response:

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

Review: I have been trying for two months to resolve an issue regarding a purchase made on 5/**/2015 at the ZARA Cross County Mall Location in [redacted]. One of the items I purchased that day was a sweater marked $25.90, however it was somehow processed at the register as a completely different item, a shirt for $49.90. I do not know if this was the clerk's mistake in scanning the wrong tag or a software/computer issue of some kind.

I did not notice the mistake until that evening but returned the following day 5/**/15 to correct the mistake. The manager checked inventory and declared that because inventory was even, there was no way for her to fix the problem. Instead, she suggested that I had confused the purchase of this sweater with a purchase/receipt from a different day and offered no assistance (talking to clerk on duty 5/**, checking security camera, etc.) in trying to figure out what might have happened on the store's end. Instead she e-mailed corporate asking THEM to check inventory and told me to expect a communication from them by e-mail or phone within 24-48 hours. I was very surprised that the store did not have a manager trained and/or authorized to manage a customer service issue such as this one in the store itself. I find this to be very unprofessional.

I received no communication over the next three days and so called the store and left a message for the manager, but received no return call. I then physically returned to the store the following week to follow up. The manager was not present at that time, but the clerks on duty took all of my information again and assured me I would have a reply within 24-48 hours. Again I received no communication and so on 6/**/15 I attempted to resolve the issue through ZARA's online support. ZARA does not offer any telephone customer service for in-store purchases, only an e-mail contact form, which I also find unprofessional.

I did receive an e-mail reply requesting further information and documentation which I provided on 6/**/15. Again, no further response. It is now 7/**/15, almost two months after the date of purchase. As I have been waiting for this issue to resolve, I have not removed the tags nor worn the sweater, rendering my purchase not only overcharged by $24.00, but of no practical use to me. Again, extremely unprofessional.Desired Settlement: I desire either:

A $24.00 refund to my credit card for the difference between the incorrect item and the sweater I left the store with ($49.90-25.90 = $24.00)

OR

A $49.90 refund to my credit card as the return price for the sweater.

Consumer

Response:

At this time, I have not been contacted by Zara USA regarding complaint ID [redacted]. The last time they contacted me was on 6/**/15 requesting information about my purchase (date, location of store, scan of receipt). I responded with all the information on 6/**/15 and have not heard back from them since. Sincerely,[redacted]

I purchased zara's clothing through zara.com. When the items arrived they don't even put in the box properly all the shirts are messed up in the box and for my second order one of the bag that I purchased was delivered to the wrong address via [redacted]. I have been contacting zara about this because they should be able to handle the problem for the shipping method they use to deliver the items. I am so surprised to see that they do not refund my money or send me the new item or do nothing for me. Their customer service is so horrible too.

DO NOT PURCHASE FROM ZARA.COM. They immediately charge your debit or credit card even if the billing information matches up. This is a website perfect for hackers, they can easily spam fake card information and with fake billing details. The user's cards all get charged. Also, if you accidentally enter in incorrect billing information, you get your order cancelled, a PENDING charge on your card statement for nearly 7 days, and an email saying "Data Transmission Error". BUYER BEWARE.

Review: I returned a pair of boots that I had purchased on zara.com. They were too small. Their website states "Items must be in perfect condition and with their corresponding receipt." I returned them in perfect condition. I never wore them and I didn't alter them in any way. I received a call from someone at zara explaining that they wouldn't be refunding me for these boots because of the condition I had returned them in. I explained that I had not worn them or done anything and she told me that she would initiate a review and someone would contact me. Without hearing from anyone, the boots were returned to me in the mail with a sticker on the box saying "customer damaged." I called zara.com and the person on the phone could not explain what had been "damaged". She suggested that price tags had been removed. I told her that I had not removed any tags. When she said that she didn't have any authority to do anything about it, I asked to speak with a [redacted]. She said none were available. She took my name and number and said someone would call back. I received a message on my phone from "[redacted]" a [redacted] later that day and when I returned it, I was told again that no [redacted] was available to speak and since it was friday, I would have to wait until monday. I received a message again on monday from "[redacted]" a [redacted] and when I called back, I was told again that he was not available. I insisted on speaking with a [redacted] and was then transferred to "[redacted]" who said he was the customer service [redacted] for zara.com. He also was unable to tell me what was supposedly done to the boots that made them unreturnable. He said that it would not have been price tags that were removed but tags inside the boots with size and material information. I told him I had not done anything to the boots. One of the boots had never been unwrapped and the stuffing had not been removed. I couldn't find any tag in it or evidence of any tag ever having been in it. I asked if he could send me a picture of what the tag looked like or where the tags were. He said he could not. I asked if I could send the boots to him so that he could see that they were in "perfect condition" and he said no. He just kept saying that my complaint had been reviewed and that he stood by the decision. I asked if I could speak with whomever reviewed the order and again he said no. Now I am stuck with a brand new pair of boots in "perfect condition" which do not fit. Zara will not refund me or credit me for the amount and no one can account for the reason that they would not authorize this return other than to claim that there are some tags missing; tags which no one can describe or show me a picture of, or a picture of these boots with the tags still on. I am being accused of doing something I did not do and am being wrongly penalized.Desired Settlement: I would like for Zara to authorize the return of these boots and refund my credit card for the charge.

Consumer

Response:

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

Sincerely,

Review: I PLACED AN ORDER WITH ZARA - I REPLACED 2 OF THE ITEMS BUT DOING A REPLACEMENT ORDER AS THE GOODS WERE THE WRONG SIZES

I REQUESTED TO RETURN THE GOODS AND GOT THE AUTH AND SENT THEM BACK IN

NOW ABOUT 2 WEEKS LATE I GET A FEDEX PKG AT MY DOOR RETURNUNG THE GOODS TO ME

I GOT NO PHONE CALLS NOR EMAILS IN REGARDS TO THIS AND NOW OUT THe MONEY WITH GOODS I HAVE NO USE FOr

Business

Response:

Dear

[redacted],

Thank you for contacting Zara.com.

As per the terms and conditions you agree to

when you shop at Zara.com, all returns must be made within 1 month form the

order date. Orders returned after the allocated time frame are shipped back

without refund.

Our records indicate your order [redacted] was

placed on July [redacted] 2013, and picked up by FedEX for return on August [redacted] 2013,

as per FedEX return tracking number [redacted].

We contacted you via phone and email on August

[redacted] and August [redacted] 2013 in regards to this late return, and obtained no

response.

Accordingly, the items from order [redacted] that are no longer eligible for return were shipped back to you.

We apologize for any inconvenience this may have caused.

For further queries, please contact our

Customer Service through the contact form or call [redacted]. You may also send us an email

at [redacted].

Regards,

Zara.com

Customer Service

Review: On 10,**/15 I placed an order online at [redacted] in the amount of $270.15, order #[redacted]. I requested for the order to be shipped to my son's address instead of my home address as I would not be available to accept the delivery. Zara used [redacted] as the shipping company to deliver the package. Although [redacted] claimed that the package was delivered on 10/**/15 at 3:26pm to MET CUSTOMER WOMAN, the package was never received. According to [redacted] and Zara the package was accepted by a woman. It was not possible for [redacted] to deliver the package to woman as there is no female residing at this address. In addition, at the time of the supposedly delivery, my son was home and could have accepted the package as was the originally intention. I have tried to resolve the issue with both [redacted] and Zara but to no avail. I would truly appreciate your assistance in getting this issue resolved. I made a purchase in good faith and would like Zara to do the honorable thing by refunding me my money in the amount of $270.15.Desired Settlement: As a loyal customer and since I made the purchase in good faith and did not receive the items, it is Zara's responsibility to refund me the full purchase amount of $270.15.

Consumer

Response:

In reference to complaint ID [redacted], the company sent replace items which I received on 11/**/15 and find that this resolution is satisfactory to me and the matter has been resolved.Thank you so much for your assistance in this matter.

Sincerely,

This was my experience ever when I went to Zara store at [redacted] in [redacted]. I thought that you should prepare for holidays that you do not let customer waiting outside for over 1 hour. Even the store said it would be open at 6am on Nov **, but guess what happened, the power was shut down and customer had to wait outside for over 1 hour, then the power was back and the computer had no network so customer must wait for extra 30mins.....Is this the way that you are doing your business and treat customers.... Even the security of the mall walked around and said we couldn't sit on the floor but let said why we did that cause you let customer waited long time with disappointed and tired as long as you close your store for issues....I wouldn't recomment my friend, my family and of course myself go to this store....bad business ever ib my life