Zara USA

Review: Have not received all 3 times from online purchase. I have received only 2, one of it was broken so I had to return it at the store. The company is refusing to return my money and stating all 3 items were shipped to me. The box was not damaged or opened when I received it. The costumer service is horrible, had to call the company more than 5 times, seems like no one cares about their costumers .Desired Settlement: I would like to have my money back for the item I have not received.

Business

Response:

Dear Customer, Thank you for contacting us once again . After further review, as per our warehouse the order appears to have shipped completed. Our decision remains consistent therefore we regret we wont be able to further assist in your matter . Regards, Customer Services

Review: I presented at the [redacted],** store with merchandise and receipt for two defective items of the same kind (one navy blue handbag that I received as a gift in May for Mother's day; and one cognac handbag I received as a gift for my birthday in July). The [redacted] store had been closed for three months due to remodeling. I was told by the [redacted], [redacted] that since the merchandise was no longer in season, that I had to contact [redacted] in customer service by email ([redacted]). I emailed customer service on 11-**-2014 and after not receiving a response, I returned to the store on December *, 2014. This time I spoke with the [redacted], [redacted] who gave me the corporate telephone number ###-###-#### which is also the same number for customer service available online. I called today (since I intended to return to the store to satisfy my exchange tomorrow) and asked to speak with the customer service [redacted], and was told by the receptionist that she would contact me by the end of business today 12/**/2014. At [redacted] this afternoon, I had not received a call back from Zara, so I telephoned again and the reception told me that [redacted] had sent me an email and asked me to respond to it.

In her email, the customer service [redacted] recounted the return policy as if she never read the email I had previously sent to her with the identifying receipt information enclosed. She further suggested that I send the original copy of my receipt with the merchandise via [redacted], which would leave me with no evidence of my request. I responded to the email and politely asked for a return telephone call so that I could get directions on handling my request for a replacement (exchange) or store credit in person at the [redacted] mall store.

It is at this point that I am utterly appalled that this merchandiser's lack of attention to this matter. I have not received a reply and am dissatisfied with the experience I have had and with the lack of response and lack of concern for customer satisfaction. I have two faulty handbags valued at $340 that I would like to see exchanged or afforded a store credit.

Furthermore, I have been a loyal shopper and customer to the Zara brand for several years, to the point that I am acknowledged by the managers and associates when I enter the store, since I am a frequent shopper. I am sorely disappointed by my experience and would only like a store credit or for the merchandise to be replaced. I loved these handbags to the point that I requested it in both colors, but did not have the opportunity to gain the value of them, after only owning them for less than a year .Desired Settlement: I am willing to accept first of all a timely and reasonable reply, exchange of merchandise and if no longer available, store credit.

Business

Response:

Dear [redacted],Thank you for contacting us. We would like to inform you that As per ZARA policy “Any product purchased from Zara that remains unused may be exchanged for another product or returned for a full refund within a one month period of the purchase date as long as the article(s) maintain their original tags and are accompanied by an original receipt. Please bear in mind that our collections (Women, Men and Kids) are updated twice weekly to ensure we only offer the latest trends in fashion. Our return policy reflects the fast paced nature of our company. Therefore we are unable to accept items that are outside of 1 month window for return, and possibly already sold out and replaced by newer styles. While we are aware that our [redacted] store closed for renovations on June 2014, we had other options to accommodate customers with their returns and we were also accepting returns at our other stores located in [redacted]. We are entitled to deny any returns that does not comply with our return and exchange policy. Since the purchase took place longer than the one month return period, we regret that we are not able to grant your request at this time. We regret the inconvenience this might have caused you.Kind regards, Customer Service Department

Review: It's pretty sad that Zara has an "F" rating with the Revdex.com. What's even more said is that I'm NOT an avid shopper of Zara just because back in 2012, I had an awful experience with a purse that I purchased. Nonetheless,I received a refund and I also received a complimentary express shipping on my next order. So today, I found a purse that I want to treat myself too on the Zara website. It's called the "Tote with Metallic Handle" (Ref. [redacted]) and the purse is $49.90. On the Zara site, shipping is free for orders $50. So in my case, I was missing a measly little 10 cent and would have to pay $5 shipping! So I remember that back then, there was a case open with the last issue that I had and the rep said she would give me the free express shipping on my next purchase. I just called customer service to inquire about. The rep that I spoke too was EXTREMELY RUDE and NOT VERY SINCERE! She saw the case from 2012 but she couldn't open it because it had been so long ago; which is understandable. However, she could have taken many more measures to see what she could have done to make sure as a customer, I was satisfied since I had issues with my last purchase. But nope, she was rude. and didn't even TRY. I want to order the purse and I probably still will. But Zara needs to contact me about this issue and maybe even reimburse me the shipping cost that I have to pay since their rep was RUDE and it's insane that because I'm minus 10 cent on an order, I have to pay shipping. Especially when I was OFFERED express shipping the last time on my next purchase.Desired Settlement: If I order the purse before they get to this complaint, they should reimburse me for shipping cost. If I haven't ordered by then, they should be something offered for Zara's AWFUL customer service and lack of trying to make the customer satisfied.

Review: On January *, 2015 I placed an order through Zara.com, I selected in store shipping in hopes the shipping would go faster. I called in on 1/**/15 to get a status update and I was told the items were packaged and had not been shipped, the representative [redacted] could not specifically tell me why the items had not been shipped. I then called on 1/**/15 to get an additional status update and was told the same exact information by [redacted], I requested to speak to a [redacted] as I was alarmed as to why my order had been packaged and awaiting to be delivered but was not sent out. I was told by [redacted] that no [redacted] was available since it was a Saturday and that one would contact me on Monday 1/**/15. I was not contacted by a [redacted] on 1/**/15 however I did receive a email notificiation that the package had been shipped. I called in again on 1/**/15 to inquire on the delivery status since I was not provided any shipping tracking info, I was told the items were in store. According to the representative I spoke with I was told I should have received an email or text message confirming my items had been delivered. I arrived at the store to collect the items and met with [redacted] I signed and went home. When I arrived home last night I discovered that the I was missing (1) of the (3) items I ordered. I called back into the store and was placed on hold for 10 minutes while someone went to look for the items. [redacted] the in store rep I initially dealt with told me the item was not in the store, that it was possible shipped seperate and I either had to aimlessly wait or call Zara.com for them to figure it out. Now 13 days later I call into Zara.com for the fourth time and they are unaware the items weres shipped seperately and cannot accurately pinpoint the location of the missing item. I was told they can either offer me a refund, which conversly should have been done the moment the shoes were not delievered, or free shipping. I am completely dissatisfied with the experience I have wasted my time and my credit card has been charged for items that have not been delivered to me. I find it ridiculous that the company's shipping system is so arcaic that they can not locate items that have or have not been shipped. I was told that I have to wait up to 48 hours for a response from their warehouse to locate my missing items. I will never shop with Zara again because of the poor service, inconsistent information, and unreliable shipping capabilities.Desired Settlement: I believe I am entitled to a billing adjustment on the items I did receive for the poor service and amount of my personal time I have waisted trying to get to the bottom of this matter.

Review: HI,

I am extremely upset I purchased some items from here online and when they arrived I left them in the box until I was ready to use it. On Saturday I took the Nay Sweater out and put it on my daughter when I picked her up to put her in the car I noticed one of the letters was peeling off. I took the sweater off and contacted Zara when I was able to because it was no longer there working hours . When I contacted them I was told to e-mail them pictures with Claim#[redacted] in the subject line. I did as I was told when I was able to on February *, 2016 and then they did not contact me back in 24-48 hours like I was told therefore I called to follow up with them they asked if my daughter wore the sweater I told them yes for a brief moment but when I picked her up and saw it was peeling in the corner I took it off. Then when I picked up the corner to take the pictures the whole letter was lifting off. They contacted me via e-mail February ** 2016 and notified me that this was not a manufacturer defect according to their inspection which I found very ignorant because how is it that a letter that is suppose to be ironed on and machine washable going to come off by itself. That makes no sense what so ever they are not refunding me nor exchanging the item. Instead they made me wait as long as I have for a bull [redacted] resolution when they should have just had me take it to the store to return it. This is the worse customer service I have ever experienced obviously this is a manufacturer defect they did not inspect their merchandise properly and now expect me to pay for their mistakes. I need this refunded A.S.A.PDesired Settlement: I need this to be refunded A.S,.A.P

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.

For quality assurance, all of our items are inspected for quality and there were no incidences of faulty associated with the Basic sweatshirt [redacted]as long as handled in accordance with the instructions provided in our website.

As per the terms and conditions you agree to when you shop at Zara.com, your right to a refund only applies to products that are returned in the same condition as received.

As a one-time exception, and a gesture of goodwill, we will accept the return of the t-shirt for a refund in the original form of payment.

If a new prepaid return label is required, please contact our Customer Service directly via phone at [redacted]. You may also send us an email to [redacted].

Regards,

Zara.com Customer Service

Review: My email complaint to Zara's on 12/*/2014:

To whom it may concern,

I am filing a dispute and complaint in regards to how I was treated at Zara's on [redacted], in NYC. I purchased two items on Black Friday for the amount of $111. I later checked my bank account and saw that I was charged a second time of $205, minutes later after I left the store. I contact the store on Saturday, 11/**, and spoke with a [redacted] by the name of [redacted]. I provided all of the information she requested and she informed me she had to email it to another department for review. The response I received yesterday, 12/*, was that they can not do anything about the charge and for me to contact my bank to report it as fraud. WHY SHOULD MY BANK BE INVOLVED WHEN YOUR CASHIER STOLE FROM CARD!!!!? Yes, the cashier who charged my card stole from me because it was their irresponsibility that charged my card another customer's purchase while I was not in the store. The cashier is the fraud and I should not have to wait on a 90 day investigation through by my bank, for the poor actions of the Zara's company and the terrible staff they hired. I do not have money to waste, or to be stolen, and was treated terrible in rectifying this incident on Zara's behalf. It was ZARA'S CARELESS AND RECKLESS ERROR, not my bank!!! Now I have to wait 90 days from my bank to see if the money Zara's stole from me could be refunded back to my account!! It is the holidays and I work extremely hard for my money, and to have Zara's do nothing behave so nonchalant about stealing money from is RIDICULOUS, SLOPPY, UNPROFESSIONAL, AND NEGLECTFUL.

If you need more information to rectify this incident immediately, I have it available.

Blessings,

[redacted]Desired Settlement: For my account to be properly credited and for some type of compensation for going through this terrible experience. I do not feel safe making a card purchase there for my credit information could be stolen again.

Business

Response:

Dear [redacted],Thank you for contacting us. We regret the experience you had at our [redacted] store. We have begun investigating this matter internally and we plan on taking appropriate action once our investigation is complete. Kindly allow 5-7 business days for the investigation to be completed.We regret that we are not able to process a credit until the investigation have concluded. Kind regards, Zara Customer Service Department

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:

I'm following up on the status of my complaint with the clothing company Zara's. I received an email from them on 12/**/2014 that they will follow up with their investigation and to allow them 5-7 business days for a response. I have not received a response from them and would like to know the status of this investigation. Blessings,[redacted]

Review: I ordered an item at [redacted] on [redacted] 11/**. When I checked out the item and selected my shipping method, it clearly listed 3-5 business days. My item still has not left the warehouse/have not received tracking 6 days later. I spoke with a representative on 12/*, her name was [redacted], Case ID [redacted]. She told me that my item has not shipped yet but that I would receive it by [redacted] 12/*, even if the warehouse had to expedite shipping to a 2 day or overnight method and that it would ship that same day 12/* to accommodate what the website had promised. When I placed my order, it clearly listed 3-5 days for shipping, [redacted] would be the 5th day. It did not mention 4-9 and that certainly was not on the front page or checkout section of the website when I placed my order. I received an email from customer service yesterday that because of holiday orders it would take 4-9 days. I was not notified of this NEW policy before I placed my order and not at check out either. This is completely unacceptable. My item still hasn't even shipped. If Zara is behind for holiday orders, and it is not right to NOT let the customer know that they are changing the shipping method from 3-5 to 4-9 days until after they purchase the item. This is unethical. If the website clearly states 3-5 when the customer check outs and pay for the item, Zara has an obligation to stay true to their word to the customer. It is unethical to change you shipping policy after your company has realized you have too many orders, after you receive a customers money. If 4-9 days was listed on the website, I would not have ordered the item. I needed it by 12/* at the latest, which would be covered in the 3-5 day shipping. Additionally, the case worker confirmed on 12/* I would receive my package by 12/* and it has not even shipped.Desired Settlement: I would like a full refund.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

In regards to your email, we would like to inform you the extended timeframe for all store and standard deliveries was successfully published online at zara.com on November[redacted], 2014.

For your reference, we are including a screen capture of the message indicating the extension to 4 to 8 business days.

We do understand the timeframe provided is not convenient to you, and if you are no longer interested in keeping the items purchased, you may return the order for a full refund in the original form of payment.

Regards,

Zara.com Customer Service

Consumer

Response:

I have reviewed the businesses response and do not accept. I would like some sort of discount applied to the order. I did not see the text they are referring to, I only receive it in an email after my purchase.

Business

Response:

Dear [redacted],Thank you for contacting Zara.com.In regards to your email, we do understand the time frames for delivery are extremely important and we continue working profusely so that all deliveries can be completed within the window provided.As per our previous communication, for all orders placed on Nov**, 2014, our goal is to have the packages delivered by the end of day today Dec**, 2014 (8th business day). We are happy to inform you that your order [redacted] has been successfully delivered Dec*, 2014 at [redacted] local time, therefore within the agreed timeframe.Best 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:

[Your Answer Here]

Hello,As I have stated before. I was not notified of the newly created extended shipping time frame prior to the purchase/check out of the item. I was notified after purchase, which is unethical.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I placed an order which was guaranteed online for timely delivery by Christmas. I placed my order on December [redacted]and the website timely delivery, which was incorrect since the product was delivered on December **, at 6:00PM. After being on the phone for 2 hours, they blamed Fed Ex, so I called Fed Ex which informed me that the shipping label was not created and sent until December **. Fed Ex informed me that that package was never scheduled to arrive by Christmas and that ZARA should have known this. After calling Zara back they informed me that a supervisor would call me to address the issue within 24 hours. After 24 hours I did not receive a phone call so I called back. They once again informed me that they can only offer me free shipping for future orders to correct the issue which they still claim was not their fault. Fed Ex also added that this shipment was not delayed or had any weather issues as ZARA had claimed. After looking online the product was already on sale for $60 dollars less than I purchased it. I requested a price adjustment considering the fact that I received the shipment late and I could I've purchased the coat at a lower price. Still no response. My card was promptly charged but the product was not promptly received by Christmas as promised. I was misled along with other customers into thinking I would receive my product on time.Desired Settlement: I would like to receive compensation in the form of a partial refund or store credit. I would also like a price adjustment for the new sale price since the price was lowered before I received my product.

Review: I ordered a package from Zara on March [redacted] in the evening. I received a confirmation that my order was placed on March [redacted], although the email did say that my order was placed on March [redacted], which it was not. The estimated shipping was 2-4 days. That would mean that it would come before the weekend which was why I was careful to put my order in on Monday to make sure it would come in time. They did not process the order til 1 PM on March [redacted]. They are now saying the estimated delivery date is March [redacted]. Throughout my experience their customer service has really been lacking. They offer free shipping on orders over $50. My order was originally $48.80 before taxes and $53 after taxes. I chatted with a customer service rep to find out if they would offer me a code of some sort and they said no. I then asked them to direct me somewhere on the website that had items for $2 and they ignored my question and did not respond. I ended up adding a pair of socks to my order for $5.90 (this was the least expensive item on the entire website) instead of paying the cost of shipping. When contacted them directly about the issue with the delivery date they were really not helpful and just kept saying that they appreciate my feedback as it helps them for the future. As a customer with an issue at hand I find that to be extremely rude and unaccommodating. I understand that they have specific policies in place but the whole experience was just really lacking. I needed the items before the weekend and they just keep claiming that they are in the correct time frame even thought the estimated delivery date is Monday March [redacted].Desired Settlement: I would like either expedited shipping (if time allows) or some sort of store credit for my inconvenience.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.We apologize for the experience referenced and stand committed to renewing your faith in our brand. Please note the chat transcripts associated with your service interactions were audited however we were unable to identify any unresponded concerns. Nonetheless, your continued loyalty to our brand is greatly appreciated and a member of our Quality Assurance Team will contact you promptly.

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

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:

It is clear from all the chat transcripts that nothing got resolved. Again they are playing this game. I am so appalled by their lack of concern. I hope the representative who contacts me has more to say than sorry.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I have filled disputes with Zara.com but it's not properly handled and researched.

I have returned Item #[redacted] and #[redacted] from a zara.com order#[redacted]. Total $59.98

I have also returned the listed items below from a zara.com order #[redacted]. Total $411.89

Item # size or color number Price

[redacted] ** * $ 29.99

[redacted] 34 1 $ 29.99

[redacted] ** * $ 29.99 [redacted] ** * $ 29.99

[redacted] * * $ 29.99

3[redacted] * * $ 29.99

[redacted] Light Mauve * $ 25.99

5445/420 S[redacted] * $ 25.99

[redacted] White 2 $ 59.98

[redacted] Blue * $ 29.99

5588/400 Sea Green * $ 29.99

5688/580 32 1 $ 29.99

[redacted] 1 $ 29.99

All above items were shipped back to Zara by using the pre-printed return labels that provided by Zara.com previously. I am not in possession of the items listed above. I have followed the return instruction and put the label sticker on the provided boxes and dropped off at [redacted] store. I request that Zara.com refund of $471.87 per the refund policy.Desired Settlement: A total $471.89 refund to my orginal payment method.

Business

Response:

Dear [redacted],Thank you for contacting Zara.com.

After further reviewing this matter with our warehouse, our records indicate that the articles mentioned have not been received. A refund for all the items received in our facilities has been successfully processed.

While we understand this incident has been of great inconvenience to you, our decision remains consistent.

Regards,

Zara.com Customer Service

Review: My friend bought me a gift card to Zara for my birthday and when I tried to use it the store clerk said it was past its expiration date, but that he would ask the manager if it was okay to approve it considering it was a birthday gift. The manager said okay, but that he needed to call the service center and it get it approved. When he called they told him that they would not do it. My problem is not with the workers in the store, they were very helpful, but with whoever they called. This is very poor customer service, my friend paid for the gift card in cash and there is no reason why it should ever expire. Not to mention that it was my birthday gift. Thank you for your help,[redacted]Desired Settlement: I'd like to have a replacement gift card to use online.

Business

Response:

Dear Customer,

We hope all is well .

In order to further evaulute your claim would you please provide us with the ZARA Gift Card number in which is located on the back of the card underneath the bar code .

Thank you ,

Customer Service Department

Review: I ordered $398.68 worth of clothing from Zara.com. My package was delivered without a signature being obtained and the package was not secured in my possession. My package was stolen as a result. Over the course of 3 weeks, I called Zara's customer service phone number 4 times and spoke to multiple representatives who all told me that the issue was being looked into and that I would be contacted in a few business days. I was never contacted. On my final phone call, I spoke with a manager who said that because the package was marked as "delivered", the package was no longer their responsibility and refused to issue a replacement or refund. I explained that the package was left unsecured and Zara never required a signature for the package. The manager was adamant that this was her final decision and even insinuated that I was trying to scam Zara and that I probably had the package. Even ignoring the horrible customer service I received and the amount of my time that was wasted, Zara was still responsible for my package. It is their responsibility to hire a reliable shipper and ensure the package is delivered and secured in the customers possession. They did not, and therefore should have replaced my shipment immediately. I have never ordered from Zara.com before, so they had no reason to believe that I was attempting to scam them out of money.Desired Settlement: I just want the items I paid for. I am demanding a replacement order be sent out to me immediately. The delivery must require a signature and if I am not home, then a note or slip must be left for me to pick the package up at a local shipping center. If the items I ordered are no longer available, I am demanding a full refund be processed immediately.

Business

Response:

Dear Customer, Thank you for contacting us once again . After further review please be aware that a replacement and partial refund has been processed. Please view your ZARA account for more details. Regards,Customer Services CASE# [redacted]

Review: Placed an online order with retailer, requested for my shipment to be delivered to my place of employment. Provided all necessary information to ensure my package gets delivered to me.I tracked my package and it indicated it was delivered on a Friday in the evening however I did not receive it. I called customer service and may I remind you all calls are recorded, and was advised that my package was dropped of at the front desk by [redacted]. They (Zara) were advised that [redacted] was not allowed to come up to my suite which is a lie since we get packages delivered to our door from [redacted] all the time.This was confirmed verified to me by a Zara representative and related back to me. With that being said my package was NOT delivered to the appropriate address/suite. There are several entrenched in my building and I have literally checked with all of them to determine if they have my delivery. I should not have to suffer for someone else's mistake. I would like to continue to be a Zara customer and would like for them to rectify this matter.Desired Settlement: I should have never trusted the mail order system and would like to request for my Credit card to be refunded. I would prefer for the items to be resent however my home address is not a safe place for delivery, and apparently neither is my place of employment

Business

Response:

To whom it may concern,This order was confirmed as delivered to the correct address by the carrier but as a commercial gesture we have issue a refund for the order as a commercial gesture. An email will be received to the customer's account confirming the refund. We regret any inconvenience this might have caused.thanks,Zara.com Customer Service

Review: I ordered a dress for my 18-month-old daughter. The same week I received it, she wore it once, and I washed it in accordance with the washing instructions on the tag. I noticed a two-inch tear along the seam and reached out to Zara.com to request either a replacement or a refund, as a tear after a single wear seems unreasonable, particularly for a piece of child's clothing. Zara requested a photo of the dress, which I provided, and then refused to issue either a replacement or a refund, stating that they believe the tear is the result of a "defect of use," not a "defect of manufacturing." I find this determination absurd, as there was nothing out of the ordinary about my use of the dress. I take extremely good care of my daughter's clothes and have never seen an item rip after a single use. I owned this dress for less than a week before it ripped and I don't think my request for either a replacement or a refund is unreasonable.Desired Settlement: I'd like either the dress replaced or a refund issued.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

In regards to your email, please be advised your feedback is greatly appreciated and has been documented on your case so that we may improve on the overall services we provide.

As per our purchase conditions, Zara.com reserves the right to reject returns of items which are not in the same condition in which they were received. To complete a physical review of the item, a return label will be sent to your email address on file. Upon receipt of the returned product, we will fully examine it and notify you of your right to a replacement or refund (if any) via email within a reasonable period of time. In case of existence of any defect, defective products will be refunded in full, using the method used to make payment. We aim to process the refund or replacement as soon as possible and, in any case, within 30 days of the day we confirmed to you via email that you are entitled to a refund or replacement for the nonconforming product.

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:

I find it absurd that Zara gets to determine whether or not the tear in a child's dress I owned for less than one week is due to a "defect" or not. Any damage to any article of clothing could be attributed to misuse versus a "defect." The dress could have been damaged before it was sent to me (perhaps it was returned by someone else?), during packaging or shipping, etc. I owned the dress for less than one week and my daughter wore it once. I noticed the tear after washing the dress on a gentle cycle and allowing it to air dry.] As a loyal Zara customer who's never returned anything before, I expect Zara to act in good faith and simply replace or refund the dress. I'm happy to return it if I can have a replacement or refund. But I'm certainly not sending it back and getting nothing in return.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Valued Customer,To facilitate your request for a replacement or refund, we kindly ask once again that you utilize the free [redacted] return label that was sent to your email address on file. Additionally please accept our sincere apology for the service interaction experienced. We look forward to having all your concerns resolved and to providing an amicable resolution. Regards Zara.com Customer Service

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 shirt from zara.com during the first week of March 2014, the Order number is: [redacted] . Fedex said they delivered my shirt on Thursday 3/**/14. I don't see the package anywhere, not in the leasing office or any where. I called the [redacted] zara customer service number, the guy who helped me told me he is going to check for me, and it is going to take up to 2-4 days. After 2-4 days, I didn't get any reply from them, when I contact them again, they said its going to take up to 14 days for them to contact Fedex and decide what to do. As of today 4/*/14, after they charged my money for more than one month, I finally received a phonecall from zara.com. The final answer is: we contacted with fedex, and they said they did deliver your package correctly, it is your fault for not receive anything, and we cannot refund you any money or send you another shirt. Or you can contact Fedex yourself to ask where the box went.

I asked the zara employee to transfer me to a [redacted] that I can speak to, the emoloyee said there is no [redacted] working at this time, and there is really nothing they can do. I asked them if there is any way they can approve that Fedex really dilivered my package because I never got anthing, and never signed anthing for receiving a package...they couldn't answer me. then he said sorry and hangup on me..

I feel so bad that zara.com just took my money, and did not care if I ever reveiced my product, and it is so bad for them to say I need to contact Fedex myself to ask where the package is. Doesnt matter if its a lost package or whatever, I paid, and I should get my product, and I dont think it is my responsible to call the carrier myself to ask where my stuff went .I either need my money back, or zara can send me another shirt since I never get anything after I paid.. Please help me out.Desired Settlement: They should refund me my money, at this point, I don't think I want the shirt anymore. and I am not going to shop on zara.com ever again. the customer service is really bad.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Zara USA, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: On May [redacted] I placed an order with Zara Order # [redacted]In it there was an item Short Sleeve Oversize T-shirt, size Large together with multiple other items. While waiting for that order I placed another order on May [redacted] Order # [redacted] In that order I had the same shirt i.e Short Sleeve Oversize T-shirt but in Size Medium. Zara has very inconsistent sizing. I can fit anywhere from a size Small to an X-large depending on the cut of product.Sometime one size Medium can be cut different from another medium of the same item. I can try multiple items in store but with 5 hours away from a physical Zara address I am limited to ordering multiple times through mail to get my proper fit and sizing.When I received my first order instead of sending me a size Large in that T-shirt they send me a Medium. In the next order they send me a Medium. Both were huge on me so I had to return them When I am trying to return these items Zara warehouse has conflict because of me sending in 2 Medium when clearly one was suppose to be a Large size. They are not refunding me for both these T-Shirts. and there has been multiple phone calls made by me to explain this yet their Customer Service asks me the same question EVERY TIME....Why do I have 2 Mediums T-Shirt in my possessions?? Now tell me where is my fault in this?? How exactly will I acquire two shirts of same kind really ?? I live hours away from Zara. I reside in [redacted]( Zara can find my zip code through my order number for their distance calculation). The closet Zara from me is in [redacted]( 5 hours away) or [redacted] ( 10 hours away). So what Zara warehouse thinks I did was with my 6 days work schedule I took one day to drive to [redacted] or [redacted] to buy this shirt in a size Medium, so I can return it through mail, and that way can bother Zara and waste my money in gas, shipping , product. Do they really think people are that crazy to do things like that?? Do they think this is what I did ?? Their Customer Service is EXTREMELY RUDE. They do not give you proper answers. Their answers are abrupt. Everything has to be decided and Zara is always always right. These Spanish company has major egoistic issues because their products are beautiful, have zero Customer Service, horrible policies. After this I am done done done with Zara.And recommend other not to shop here either.Right now I just want my money for both these items.Desired Settlement: I want my money to be refunded. I want Zara to step up and acknowledge when they are at fault. I also would like to hear some stories of how people drive 10 hours to bother Zara. Clearly I have noticed Zara has issues with returns refund. I would like to hear why ?? 5-10 stories would be nice. Thank you

Review: I have purchases 2 pants from ZARA.COM on 12/**/15 in good faith which costed me $71.06. Because I did not receive the package, I have requested ZARA.COM to investigate the situation of the lost package. According to ZARA.COM, [redacted] has delivered the package which I never received. According to [redacted], they dropped off the package on the front of my door. Because [redacted] has delivered the package, ZARA.COM does not want to be responsible for this problem. So, basically I lost $71.06.

First of all, I never asked ZARA.COM or [redacted] to leave the valuable package in front of my door step. I don't know why they would even consider leaving the package in front of my door and why is it MY FAULT that this package is lost. Some how ZARA.COM blames that the package is lost and it's my fault. I believe that's just straight robbery.

Please REFUND the money or send the REPLACEMENT PRODUCT. I just can't believe that a company like ZARA.COM would do something like this.Desired Settlement: Refund the money or Send the replacement.

Business

Response:

Dear [redacted], Thank you for contacting Zara.com once again . After further review with our courier, your claim for non delivery of order [redacted] was denied. Our courier [redacted] has confirmed that your package was successfully delivered to the shipping address you provided.Accordingly, no refund or replacement can be issued at this time. We do apologize for any inconvenience caused by this matter.Kind Regards, Customer Services

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:

I just can't understand why this is my fault. ZARA used [redacted] to deliver the package and from what reason ZARA or [redacted] decided to leave the package infront of my apartment door. I did not authorized this nor consented this method of delivery. The package lost due to this and ZARA is blaming me that I did not received the package. It's just not understandable and acceptable. This is robbery. ZARA should contact [redacted] to deal with this problem or something. They should not blame this on me or any other customers who goes through this kind of issues. I will never ever deal with this company again. I purchased several times from this company due to the status of the company but I just can believe this.Please give me FULL REFUND of the purchased amount.Thank You.

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 once again . Our courier [redacted] has confirmed that your package was successfully delivered to the shipping address you provided. Our decision remains consistant and at this time we regret that no refund or replacement can be issued . We do apologize for any inconvenience caused by this matter.Kind Regards, Customer Services

Review: I have placed an order #[redacted] at the end of Jun, but encountered an

issue with one of the item. I would like to ask for a refund.

I have called in and have a reference number [redacted] about this issue.

This jumpsuit looked pretty on my daughter when she first tried it on, but

after the first wash, the cord belt shrank a lot and become very short.

There's even no way for the two ends of the belt to meet each other. I have sent customer service the picture

of the item after the first wash. I wanted to return the item and get a refund, because my daughter didn't even wear once but they rejected my suggestion.Desired Settlement: I would like to return the jumpsuit and get a refund

Business

Response:

Dear [redacted],?

Thank you for contacting Zara.com.

In regards to your request, and per the terms and conditions you agree to when you shop at Zara.com, your right to a refund only applies to products that are returned in the same condition as received.

At this time, as the issue reported is not associated with a manufacturing defect, and the item has been worn and washed, we are unable to accommodate your request for return.

We apologize for any inconvenience this may have caused.

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:

[Your Answer Here]

First of all, my daughter hasn't worn once, this is why I am very unhappy. Washing clothes before wearing is the standard step I do to my kids every time.Second, this is of course a manufacture defect because you use inappropriate material for the cord belt. I have attached the picture and you can see the belt is super short and there is no way to use it. If you say this is not a manufacture defect, how do you call this problem?

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 your response.

After thoroughly reviewing the details regarding your case, we can disclose that there have been no similar incidences of faulty associated with this particular article that would characterize a manufacturing flaw, as long as handled in accordance with instructions provided on our website.

At this time, our decision remains consistent, as we are unable to accept the return of the Polka dot jumpsuit from order [redacted]. We reserve our right to deny returns that do not comply with the terms and conditions of our website.

Regards,

Zara.com Customer Service

????

Review: I ordered a pair of shoes online. After first day of light wear (a Christmas party) the shoe ripped at a seam. I sent them back immediately and reported what happened. They denied the refund stating I could not return them due to the fact that I had worn them. It is nice to know they stand by their product. Adding to that I paid 10 dollars for overnight shipping and it wasn't even shipped till the late in the following week.Desired Settlement: Guarantee their product, I feel like I have been ripped off. 140 dollars for a shoe that comes apart during the first wearing is ridiculous.

Consumer

Response:

I would like a refund or at the very least a replacement of the shoes.

Review: I purchased a dress in ZARA.COM website. I am a frequent customer of this business, and purchase many clothes there. I never had an issue with a product before. However, for this piece, the dress hemming became distressed after the first wash, one side became longer than the other. I informed ZARA's customer service that I washed it in delicate cycle, inside of a bag and followed all the wash instructions. I have an excellent washing machine and am excellent at washing my clothes, I have clothes from 20 years ago that I am still wearing. I sent them a picture ilustrating the issue. They opened Case ID [redacted] (#[redacted]). After some days they informed me that my refund won't be possible because they had no other complaints about the item. I consider this outrageous, as not necessarily people report things like that, and it does not necessarily happen to everyone. This is a foreign company, and they probably don't follow the excellent customer service provided by US companies. I called them again and they insisted that the problem was not theirs.Desired Settlement: I want a refund in the amount of the purchase (price plus taxes).

Business

Response:

Dear [redacted],Thank you for contacting Zara.com.We would first like to apologize for any inconvenience this may have caused.After further review of this incident, we ask that you kindly return the Combined Print Dress ref. [redacted] within the next 24 to 48 business hours. Once we receive the item, a refund will be issued to the original form of payment. For your convenience, you may use the [redacted] prepaid label we included with the order.For 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

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:The Revdex.com Response was placed in my spam file and I just saw it. Then the item could not be returned in 24 to 48hrs as requested. It is ludicrous that ZARA imposes such a short timeline to return considering that it took them a week to initially refuse (pre Revdex.com complaint) my request for refund, then they denied it and had me go to Revdex.com. I will be sending the item back but need at least a week, as I will be on a business trip next week. Thanks[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 your response.Your best interest is our priority, and the request to return ithe article at your earliest conveninence aims to expedite the resolution of this matter. Your refund will be issued upon receipt of the article.Regards,Zara.com Customer Service

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,