Zara USA

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: Placed an order on Zara's website on 12/**/14. Shipped via [redacted]. After my package not moving for 2 days via the [redacted] tracking and my eta going from 1/*/15 to "no idea" per their website, I filed a claim with [redacted], to which the tracing dept called me and said that they had no idea what happened to it, but would let me know if it showed up.

Called Zara on 1/*/15 at 10am to see what they could do. Like most stores, I figured they would just send me another blouse and then deal with the [redacted] claim. Every other store I have ever dealt with that had a package go missing, they never stiff the customer. Zara tells me there is nothing they can do, but they will open a claim on their end. I advised the representative that I was worried the blouse would sell out (it was still available that morning), to which she advised me that she would escalate my claim and make a note for them to be sure they got back to me before it sold out, or to hold one for me. This turned out to be a lie. I attempt to re-order the blouse on the website several hours later only to find out that the blouse is now sold out!

I call Zara again. After a representative ([redacted]) offering no assistance, a QA represetnative intercepts my call, says that he is getting involved to help with customer satisfaction, will call the warehouse to see what they can do and call me back within the hour! No call back!Desired Settlement: I want my blouse that I rightfully purchased sent to me. I was lied to numerous times by Zara and due to their useless and very customer unfriendly business practices, I have been charged with no information on if or when I will get my order. This is not acceptable and should have been handled with a new blouse sent out to me with the very first call and not fair or just that another customer was able to purchase and be sent the blouse that I have rightfully paid for, ordered first and am still due!

If there is nothing that can be done to get the blouse re-ordered as it is now showing out of stock, I want my money refunded and some sort of compensation for the inconvenience and to make up for the terrible service I have received.

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: IF YOU PLAN ON PURCHASING A PRESENT FOR SOMEBODY LIVING OUTSIDE THE US, THEN DO NOT BUY FROM ZARA.COM/US. THEY WILL NOT HONOR YOUR MONEY SPENT AND WILL CAUSE HUGE DISAPPOINTMENT. SEE BELOW. I HAVE SENT THEM AN EMAIL AND THE PROBABILITY OF NOT HEARING FROM THEM EVER IS PRETTY HIGH!

I BOUGHT AN E-GIFT CARD BACK IN FEBRUARY FOR MY NIECE WHO LIVES IN [redacted]. I FIRST WENT TO THE [redacted] WEBSITE AND I WAS UNABLE TO FILL OUT THE ORDER SINCE I LIVE IN [redacted]. THERE IS NO OPTION TO INCLUDE YOUR US BILLING ADDRESS IN THE [redacted] WEBSITE, SO I DECIDED TO PURCHASE IT FROM THE US SITE. NOW, MY NIECE IS TELLING ME SHE WAS NOT ABLE TO REDEEM THE GIFT CARD AT A STORE IN [redacted] BECAUSE IT WAS PURCHASED ON A US SITE. I HAVE CALLED YOUR OFFICE AND WAS NOT ABLE TO GET ANY HELP FROM YOU. HOW AM I SUPPOSE TO PURCHASE YOUR PRODUCTS ONLINE FOR SOMEBODY OUTSIDE THE US? YOUR WEBSITE STATES: Valid for all Zara stores in the USA and Zara.com in that country.

No expiration date.

BUT IT DOES NOT SAY THAT ONE CANNOT PURCHASE IT ONLINE TO BE USED OUTSIDE THE COUNTRY OF PURCHASE. DOES THIS MEAN I AM UNABLE TO PURCHASE A PRESENT FOR SOMEBODY ELSE OUTSIDE THE USA THROUGH YOUR WEBSITE? I AM EXTREMELY DISAPPOINTED AT YOUR CUSTOMER SERVICE AND AT THE WAY YOU CONDUCT BUSINESS. YOUR CUSTOMER REPRESENTATIVE DID NOT EVEN OFFER NEITHER A REFUND NOR A WAY TO REDEEM THIS PRESENT. WHAT AN AWEFUL WAY TO DO BUSINESS AND TO CHEAT ON PEOPLE. SHAME ON YOU! I WILL NEVER BUY FROM YOU AGAIN AND WILL NOT RECOMMEND YOU TO ANY OF MY FRIENDS.Desired Settlement: I WOULD LIKE FOR ZARA.COM TO RECOGNIZE THAT I HAVE SPENT MONEY ON THEIR PRODUCTS AND THESE NEED TO BE DELIVERED. MY ORDER NUMBER IS [redacted].

IF THEY DO NOT WISH TO SELL ANYWHERE OUTSIDE THE USA THEN THEY MUST SPECIFY THAT ON THEIR WEBSITE. IF THEY ARE PROFESSIONAL ENOUGH THEN THEY SHOULD TRY TO FIND A SOLUTION TO MY SITUATION THAT IS SATISFACTORY TO BOTH PARTS.

Business

Response:

Dear [redacted],We apologize sincerely for the manner in which our decision has impacted your loyalty to our brand. Please note that our goal is always to provide a consistent and reliable service, as such, full disclosures are provided prior to the completion of any gift card purchase. As indicated during the processing of your order, this Gift Card is redeemable for merchandise at any ZARA store in the continental United States, or through the continental U.S. ZARA website (www.zara.com). This Gift Card has no expiration date. ZARA will not replace lost, stolen, misplaced or damaged Gift Cards. The use of this Card entails acceptance of the terms and conditions made available to the customer upon its purchase, and which are also available to the public at ZARA stores and at the www.zara.com website. Accordingly, we are unable to grant your request and apologize for any inconvenience caused by this matter. 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 have made several attempts to respond through your website, but keeps on giving me error. This issue has not been resolved. Zara does neither wants to refund the money to me nor allow my niece to redeem her present.

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 our Gift card conditions you agreed to when placing your order at Zara.com, as well as our previous communication, the Card can be used to purchase any item for sale in any of the ZARA stores or via www.zara.com. The Card cannot be used in stores of any other country or at the www.zara.com website in any other country.

Additionally, Virtual Cards purchased via www.zara.com may be returned within one month as of the date of dispatch of the virtual Card by ZARA to the intended recipient thereof.

Once again, we reiterate we are unable to grant your request and apologize for any inconvenience caused by this matter.

Regards,

Zara.com Customer Service

Review: Hello,

I received a gift from a friend purchased from the Zara store. It was not something that I wanted to keep so I went to return it to Zara. I guess my friend bought it previous to giving it to me, so I did not realize when I took it back a few days later, that it was over the 30 day return window. I went 2 days late.

The initial cashier was very kind and called a manager, who informed me that there I would need to make an exchange for equal value and that the exchange would be non-refundable at that point. I informed the manager that I was running late and did not have time to make a "permanent purchase" (trying on, etc.) to which I was informed there was no other option- no store credit, no gift card, and no possibility of just grabbing anything and coming back at my leisure.

I think that this is quite ridiculous a) for a 2 day window and b) to not have a store credit option!Desired Settlement: The dresses were a little over $50. Receipt number is [redacted] I would like a full refund.

Business

Response:

Dear [redacted], Thank you for contacting us. We regret that we cannot help provide further assistance in this situation as our return policy states that any product purchased from ZARA may be exchanged for another product or returned for a full refund within one month of its original purchase date. Since the purchase took place longer than the one month return period, we regret that we are not able to provide you with a refund. If a manager provided with an exception of an exchange only we suggest to visit the store location and speak with the manager. Below we enclose our Policy on Returns and Exchanges: Returns and exchanges of an article are allowed within ONE MONTH of the purchase date, provided it has not been used and upon production of the receipt. The amount that was paid will be refunded via the same means used to make the purchase. The original purchase receipt and if used, the credit card and charge slip will be required. Articles purchased in another country, underwear, swimwear or articles altered on request of the customer will not be returned or exchanged. If the purchased article is a gift card, please consult the applicable general conditions. This guarantee is in addition and does not affect the consumer or user's legal rights in case of lack of conformity of the product with the contract.This information is stated on the prominent notices displayed in our stores and on the back of the purchase receipt. We regret we won’t be able to further assist.Kind Regards, 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 was happy to take a store credit in exchange. The fact that this is not a possibility is really very strange.]

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

Sincerely,

Review: I placed an order # [redacted] at Zara.com for a few Christmas presents for my niece and nephew on 12/** and received an email from [redacted] stating my items would be delivered on 12/21. SInce I work and don't get off until after 6pm I was expecting to pick up my package at the bakery up the street from me because Zara requires a signature for deliveries and since I order from them a lot I already know they will not leave the package without a signature. To my surprise I came home and did not see the notice left from [redacted] to pick up my package from the access point so I checked my tracking number and saw that it was left at my door. The problem was there was nothing at my door which is also located on the street where packages should not be left in the open anyway 3 days from Christmas. I reached out to Zara to let them know about the situation and they advised me there would be an investigation initiated and someone would be getting back to me. After several days of not getting a response I called to find out the status and was told my case was closed because Zara determined the package was delivered successfully. Of course I was irate and confused and demanded to speak to a supervisor because how could the delivery be successful if I never received it. Also how can the delivery be successful if there was a signature required for delivery and there was no signature obtained. I was told a manager was not available and the case would be escalated. I forwarded the email stating there was a signature required from [redacted] and again waited for a response. I received an email a few days later stating that after an extensive review they have come to the same conclusion that the package was delivered successfully mind you I never was contacted by [redacted] regarding this "investigation". I again called Zara to actually speak to a manager because I cannot understand why Zara would not take responsibility especially when there was a signature required for this delivery. Zara chooses who they contract for their deliveries therefore they are responsible for the successful delivery of my order. If I chose the courier then I could understand them not willing to assume the risk. So after requesting to speak to a supervisor I was told none was available which happens to be the case every time I contact Zara. I left my contact info for a supervisor to contact me back although I was hesitant to do so because Zara is not consistent with following up. I still have not received a call back so I decided to contact [redacted] to see if they would be able to assist me and the representative advised me that there was never any tracer (investigation) initiated by the shipper (Zara) because that information would come up with my tracking number. So not only is Zara refusing to take any sort of responsibility but they also lied about the the "extensive" investigation that they supposedly did. [redacted] advise me they would be reaching out to Zara and took all my information like what was included in the package and the amount of the order. I am very disappointed with this entire situation and the way Zara is not taking any responsibility and blowing me off and expecting me to just eat $115. I have spent thousands of dollars shopping with them and its a slap in the face. The customer service polices of this company are ridiculous and do not serve to make their customers satisfactory and needs to be corrected.Desired Settlement: I would like a full refund in the amount of $115.69 for the order I paid Zara for and did not receive.

Business

Response:

Dear Customer, Thank you for contacting us. Please be aware that your case is being review internally . We should be able to contact you shortly after the investigation is completed. Thank you,Customer Services

Review: Hi

I bought an pair of shoes for my son on October [redacted] 2015 the shoe ripped right on the lining of the sole I called to complaint about this issue on or around November [redacted]

I was told to email a photo and they will get back to me

this is the email I got on November [redacted]

Regarding your case #[redacted] of item BASKETBALL BOOTS WITH SPLIT SUEDE DETAIL , please be advised that after reviewing the reported issue this appears to be damage from use and we are unable to accept for return or replacement. We apologize for the inconvenience this may have caused you.

do me a favor wear and tear dose not is 4 5 mounts of wearing shoes not 3 weeks when only one pair is damaged not 2 this is in deed a zara defect

ORDER NUMBER: [redacted]Desired Settlement: $35.90

Consumer

Response:

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

Review: I ordered an item from Zara, which I never received. (ORDER NUMBER: [redacted]

ORDER DATE: 11/**/15, DELIVERY: STANDARD) After numerous calls to customer service, they refuse to replace or refund my purchase.

I made the purcahse after seeing the following claim on their website, guaranting total "peace of mind," which is obviously false given my recent experience.

s it safe to shop on Zara online?

Yes. You can shop with total peace of mind as we make every effort to ensure we have the resources that guarantee the security of your purchases and details.Desired Settlement: I would like to either receive my order or receive a refund.

Review: I order items online on November,2014 and received shipping information on November**, 2014. I tracked the package and [redacted] 11/**/2014 it says it was delivered but was not at my residence. I contacted Zara and started a claim. I was informed that once the claim was started either the package was going to be found by the carrier, a reissue of the items, or a refund and it takes 10 business days. I was notified on 11/**/214 that [redacted] (the carrier) had not responded to their inquiry and the next step of the claim would take 7-10 business days to investigate and either my package was going to be reissued or a refund. I received a call today, 12/*/2014 and was informed that since [redacted] stated that the package was delivered to the right address that Zara does not offer a refund or reissue the goods. I was told verbally in the conversation on 11/**/2014 that I would receive one of the two at the end of the process, and now I'm being told that that is not the case.Desired Settlement: I would like a refund to the card used on the order.

Consumer

Response:

On 12/*/2014, the company refunded my money for the purchase, in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed 2 online orders with Zara with details as follows:

+Order number: [redacted] on 12/**/2015

+Order number: [redacted] on 12/**/2015

On 12/**/2015, I received an email from Zara stating that my first order with order number [redacted] arrived the store and was ready to pick up. I went to the store at [redacted] five days after that. The store manager, after checking their store room, told me that there is no package with that order number and advised that I must contact Zara online for that package. I then contacted Zara one day after that and talked to Lary. She promised to investigate the case and call me back. However, after 1 week not hearing any response from her, I came to the store again and ask the store manager to check my package one more time. Again, the store manager still told me that no package with that order number arrived in store yet. I immediately called Zara customer service and spoke to an associate named Makeeda. She talked to the manager over the phone to confirm that my package never arrived the store. Then she told me that she will request a refund for me for both packages since the 2nd package with order number [redacted] also never arrived the store. I asked for the reference number of the conversation and she gave me the number [redacted] as the reference number. It's been a week since I talked to her and I have still not received any email from Zara for the return / refund confirmation. It's really frustrated with Zara customer service.Desired Settlement: I would need an immediate refund from Zara for those 2 orders.

Business

Response:

Dear Customer, Please be aware that your matter is being review internally in order to give a prompt response . Thank you,Customer Services

Review: I ordered clothes through the online site. My order arrived 5 days later than promised. When I got the clothes, none of them were individually wrapped, and one white dress had obvious makeup stains on the collar. Their return form does not offer any way to explain why you are returning items, so I simply returned the item. The company then refused to refund my money saying that I had put the makeup stains on the dress. This is ridiculous because I don't even wear the foundation or powder (which is what it looked like was on the dress). Now I am out $60 because they sent me a dirty product that was clearly not cleaned in between customers.Desired Settlement: They should refund my money and change their laundering practices. Currently, it is unsanitary and they are scamming people out of their money by sending out damaged goods and forcing the customers to pay

Review: Zara delivered only partial but charged me for the full order for the excess amounts of $71.80Desired Settlement: refund of $71.80

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com and for your interest in our products.

Regarding

your concern, please be advised the refund for items ref [redacted] (SPORTY TOP AND BOTTOM SET) and ref [redacted] (SPORTY TOP AND BOTTOM SET) was

successfully issued on 11/**/2013 for a total amount of $71.80.

This

amount should reflect on the credit card used for the purchase. We recommend contacting your bank for further

assistance.

No further investigation is being conducted at this time with regards to your order [redacted].

If you have any further questions please contact us through the contact

form or by calling ###-###-####. 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 find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased clothing on 5/**/2015 at a Zara store in NYC at [redacted] and returned them on 6/**/2015 at a Zara store in NYC at [redacted]. I have both receipts, one from the original purchase and one from the return on 6/**. The sales associate coded the return on "return by mail".

I have contacted customer service 3 times since the return on 6/** by email and phone and have not heard a response. The return transaction # is [redacted] from store [redacted].

Thank you for the help.Desired Settlement: I would like my $179.70 refunded. I have the original purchase receipt and the returned receipt and have not received my refund for $179.70 from 6/**/2015.

Business

Response:

Dear[redacted], Wehope this email finds you well. Afterfurther reviewing your matter, please be aware that we have reprocess yourcredit to your ** card ending in [redacted] for $179.70.Your credit should reflect onyour account within 3-7 business days or sooner depending on your bank. We arecurrently investigating this matter with our merchant to verify the cause ofdelay in your credit . We sincerely apologize for the inconvenience this hascaused. Pleasedo not hesitate to contact us should you have any further questions. WithKind 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 received what was suppose to be a $25.00 gift card but the card had a zero balance. And have yet to hear from a Zara representative.Desired Settlement: I would like someone to be able to track my missing gift card and issue me a valid gift card with the purchased amount.

Business

Response:

Dear [redacted],We have received your inquiry to our customer service email ([redacted]) on Friday 1/**/15.We apologize for the delay due to the yesterday's holiday. We will be sending you a new $25.00 Zara gift card to your mailing address as stated in our email from last Friday. Please see email attached. Kindly allow 5-7 business days to received the card in the mail.A new email will be sent to you with the [redacted] tracking information once the card is shipped to you. We apologize for any inconvenience this might have caused you. Kind regards,Customer Service Department

Review: I purchased a coat from Zara on November [redacted], 2014. My receipt number is [redacted]. Over a week ago, I noticed that the outside liner right by the zipper was ripping. I called the store right away and they informed me that I will not be able to return or exchange this coat because it has been more than a month since I bought it. I was very surprised to hear the [redacted]s response because it is obvious that the coat is defective and I should be able to either exchange it or receive a full refund for my purchase upon returning the item. I called Zara's costumer service number and they informed me that I should email the costumer service instead. I emailed them on Feb [redacted] and then on Feb [redacted] and I haven't heard anything back regarding to this manner. This was not just a request because I do not like the coat (I actually really like it and would love to continue wearing it) but it is more of my costumer right due to the coat?s defect and I paid $206.48 for this item 2 months ago.

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to exchange the coat for a new one or get a full refund for my purchase due to coat's defect.

Business

Response:

To whom it may concern,Please see email below, we been in comunication with the customer in regards to her complaint about a store purchase.Do not hesitate to contact us wuitn any questions.Kind Regards,[redacted]Dear customer, We hope this finds you well. Please find attached the pre-paid [redacted] label for your return. We kindly ask you to put the items inside a box along with the receipt and drop it off at your nearest [redacted] location. For your nearest location go to: [redacted] 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. Once we receive the package to our Corporate office, as a one-time exception we will process a Zara store voucher card for the price you paid. Original receipt must be send along with the items.If the receipt is not present you will receive a store credit for the current selling price. We recommend that you insure each item before you ship it. Zara cannot replace or provide credit for any items lost during return shipping.Please allow 2 to 3 weeks for processing. Do not hesitate to contact us with any questions. Kind Regards, Customer Service Department [redacted]

[redacted] From: [redacted] Sent: [redacted]To: Customer Service USASubject: Re[redacted] My address is [redacted]. Thanks Sent from my iPhoneOn Feb [redacted] Customer Service USA <[redacted]> wrote:Dear customer, Thank you for your response.To better assist you in this matter we kindly ask you to reply to us with your mailing address, in order to provide you with a prepaid [redacted] label to send the item to our Corporate office. We look forward to hearing from you soon. Kind Regards, Customer Service Department [redacted]

[redacted] From: [redacted] Sent: [redacted]To: Customer Service USASubject: [redacted]

[redacted]Sent from my iPhone[redacted]Dear Customer, Thank you for contacting us. We regret the experience you had with our ZARA product. If an item has a quality defect, we are happy to return the merchandise. As per our return policy, the original credit card receipts card must be presented for any exchange or return. As an exception, you are able to return the article to the ZARA headquarters for further inspection of the garment. Once we receive the article you will be issue with a store credit for the price you paid, as long as the original receipt is present. If your receipt is not present please include your bank statement (with the last 4 numbers of your credit card) indicating your purchase made at our ZARA store. We require that you send the original receipt along with a copy of this email for confirmation. We regret we cannot accept returns without the original receipt. In the event that an item is returned to us without a receipt, the package will be refused and sent back to you. Please be aware that we do not process exchanges by mail. We recommend that you insure each item before you ship it. Zara cannot replace or provide credit for any items lost during return shipping. Please allow 7-10 business days for processing. If you wish to proceed please mail the article to the address below: Mail the articles to:[redacted]

[redacted] Kind Regards, ?

Review: I purchased a sweater from this retailer in May. I have worn the sweater twice and it has developed a sizable hole on the front center of the sweater. The care instructions were followed precisely, I have a good quality washer, I do not have bugs, the product was not burned or otherwise damaged, none of my other garments have developed a similar hole. This is unquestionably a faulty, substandard garment. I have been in touch with Zara, and they refuse to stand behind their product and make this right. They state that they have inspected this line of products, and have determined that the particular garment that I received was not faulty. Further, they mentioned that there was nothing they could do because the tags had been removed- because surely I would leave the tags on a product while wearing it. They have offered no explanation as to how a hole could have developed in the product and will only say that they have made a determination that they are keeping my money and I am stuck with a faulty product.

Zara's parent company is called Inditex. On the Inditex website, they state in quite plain language that "the Group's brands strive to sell fashionable products of the highest quality." I relied on this warranty of quality when purchasing the product. How can a product that develops a hole after being worn only twice possibly, under even the most lenient definition, be considered a quality product (let alone "highest quality")???

Business

Response:

Dear Customer, Upon further review, we have determined the reported defect is not a manufacturing defect and we are unable to process a return, or send out a replacement. Our return and exchange policy is the same online and in our stores . We reserve the right to deny are turns that do not comply with our terms and condition . Since your purchase is well over our 1 month policy guarantee we regret we won’t be able to further assist you . Kind Regards, Customer Services

Review: Item was ordered online and received without a tag as part of a larger order. The item was unworn and returned exactly in same condition it was received. (Another item was received without a tag, but that item was kept/not returned). I later received an email claiming product was "not in returnable condition" and the refund would not be processed. The item was sent back to me, in a very damaged box, and with a tag tied in a knot to the label, which then caused the label to tear and damage the item. After a few months of trying to resolve the issue, sending photos of the item to evidence its condition, asking for and being promised a direct call within 48 hours from a customer care manager, there was no follow-up, except for generic emails stating that there was nothing they could do and that the item did not meet the return policy requirements.

A company may not deliver product that, if returned in the exact condition, would not meet their own return policy. To exacerbate the violation, the product was further damaged in their handling of the return. When an issue around a company's policies and practices is escalated, it should not be handled through generic emails that offer no substantive explanations, and representations of direct manager communication should not be repeatedly made and not then adhered to.

Additionally, concerns regarding information security of customer information was raised. I received two phone calls from an unknown number on separate Saturday nights, both at 9pm. No message was left identifying the caller. When I called the number back (almost immediately), it was a general Zara recording indicating that their customer service was closed. (Why am I getting calls, well outside regular business hours, when their offices are closed? Has someone accessed my information and now using it inappropriately?). This is a concerning (at the very least, very odd) customer experience.Desired Settlement: Change in online refund practices to firmly adhere to their own policies, and provide transparency in their decision process to ensure consumer confidence and allow reasonable reliance upon those policies.

Review: There was an unauthorized charge on my credit card on 4/**/14 in the amount of $94.06 from Zara USA, store location, 630 Old Country Road, Garden City, NY 11530. I looked up the store online and called the store telephone number [redacted]. I spoke to [redacted], who stated she was the "[redacted]". I told her what happened and she stated the store does not ask for any identification from customers when they make purchases and that the last 4 digits on the card are verified when a purchase is made. She stated that whoever rung up the customer did not do their job.

I have reported the issue to my credit card company as "fraudulent" but this is just not acceptable to me.

If the cashier did their job and asked for the card or some form of ID this would not have happened.

I hope the store is happy because I will get my money refunded and the store will lose out and get nothingDesired Settlement: I would like a written apology from the store and further information on how the purchase was made.

The store needs to change their policies asap

Consumer

Response:

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

Sincerely,

Review: I ordered an item from the Zara website three weeks ago. When the item arrived to me two weeks ago, I discovered that it was damaged and unwearable. I immediately contacted customer service via phone, where I was told I must take pictures of the defect and send them to the customer service department and was promised a response in a day. When I did not get a response the next day, I called asking why no one had contacted me, and I was told I would have to keep waiting for the "appropriate department to review the situation". When I asked the customer service rep what solution I may expect, she promised either a free exchange for the exact item, or keep the item and get my money back. Well, this did not happen, and when I got my "solution" customer service informed me that the product was now out of stock (4/5 days after I reported the defective item, and had they not taken so long, perhaps the item would not have sold out). They instructed me to return the item to them via mail and get a refund. I explained that this was an unsatisfactory solution, as I ordered and payed for an item that I want, and them selling out was not my problem. I suggested they issue me a refund, let me keep the defective item (as my first customer service rep explained may happen) and I use that refund to take the item to my dry cleaners for repair. Customer service emailed me back (not one in this company has tried to contact me via phone, but rather continue to email me, which takes much more time), explaining that they have forwarded my request to the "appropriate department. It is now two weeks after I got the defective item in the mail, and still have gotten no solution. I am stuck with a defective item, and have been robbed my hard earned money by Zara's shady business practices. I explained to them that if they continued to give me the run around, I would have to take the situation to a higher authority, and I gave them a week to come up with a solution, but they have failed to show me any value as a customer who has spent hundreds of dollars in the past month on their poor quality items. It is also even more frustrating because this is the second defective item Zara has sent me. The first instance, I did not make a big deal about it and just went out of my way on the Saturday after Thanksgiving (such an inconvenience) and returned the item in person at the store, rather than complaining to customer service.Desired Settlement: I would like to get my money back, keep the defective item, and use that refunded money to have my tailor fix the item. And I would like to never do business with Zara again

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. Additionally, all phone calls are being

reviewed so that we may improve on the overall services we provide. This was

definitely not the experience we wanted you to have and it served us as an

example of the areas in which we must improve in order to provide the best

possible service to our customers.

Because

we stand behind our products, we do not encourage our customers to keep

articles that present manufacturing imperfections. Thus, we request the return

to be completed so we can fully examine the article for quality assurance

purposes and to determine the origin of the defect.

In

accordance with the terms and conditions you agreed to during the purchase of

the T-shirt with embellished pocket ref# [redacted], please note that

upon receipt and review of the returned product, we will refund the purchase

price and applicable sales tax to the method used to make the payment. Regrettably

the item is no longer available in stock, therefore a replacement cannot be

offered at this time.

As

a token of our apologies for this inconvenience, we offer you free express

shipping on your next Zara.com order. Simply select Express as the method of

shipment and contact us with the new order number so we can reimburse the

shipping cost.

For

further queries, please contact our Customer Service through the contact form

or call ###-###-####. You may also send us an email at [email protected].

Regards,

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]

If this was the solution I was content with, I would have never contacted the Revdex.com. I did not want to waste another few weeks, just to get the exact same solution that I was not satisfied with. Furthermore, I do not want to wait another however-many days for zara to receive my item, process the refund, and then finally me receive my refund. I am livid with Zara for making me waste over 4 weeks waiting on a response that is mutually agreed upon. I demand a satisfactory solution, and some compensation for my wasted time and money with this company.

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

Sincerely,

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: I placed an order to Zara,.com for item# 0/7855/374/800/04 (order number [redacted]) on 1/**/15. I received the product on 1/**/15. The item a, strapless long jumpsuit was faulty in that the zipper did not stay together but opened and would not allow for a person to wear it. I decided to return the item by shipping it back to the company. I wanted to also be refunded my shipping cost since I don't think I should have to pay shipping on a faulty product. The customer service rep told me that I would have to take pictures of the item and email them to Zara in order to get the refund. Thinking that this was a ridiculous request, why should I have to do all this work in order to receive a refund for a faulty product, I refused. The rep said that she could not guarantee that the cost would be refunded because the item may not be recognized as faulty by the warehouse and they would just ship it back to me. I said that regardless of the reason I was returning the item, I had a right to return the item, she agreed but still couldn't help me. I asked to speak to a [redacted] and she said they would have to call me back.Desired Settlement: Refund and the return policy updated to make it easier for customers

Business

Response:

Thank you for contacting Zara.com and for your interest in our products.We sincerely apologize for the overall shopping experience mentioned and have reviewed the details related to order [redacted]. Our records indicate that on 01/**/2015 upon receiving your complaint, a refund was issued for the delivery charges in the amount of $4.95. Please note as stated in our purchase conditions, in circumstances where an item does not conform to your order we ask that you contact us for further instructions. The pictures requested assist in the appropriate documentation of any defects mentioned which prevents delays in the refund process. However, as you have opted to return the item directly to our warehouse, we will fully examine upon receipt and notify you of your right to a refund via email. If the item is unwashed, unworn and in the original condition received, the item will be refunded in full which will be credited to the original method of payment used. At this time your return tracking number [redacted] is in transit to our warehouse. In case of further queries, please contact our Customer Service through the contact form or call us on [redacted] You may also send us an email to [redacted]. Regards,

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]

I have not yet been refunded for the item and the horrible return policy for damaged items has not changed. Zara makes the customer who has received damaged goods do all this extra work just to return the damaged item. That is poor customer service!

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. In regards to your email, please note the item has been received and processed in our warehouse. At this time, a refund for the merchandise plus shipping has already been issued. You may refer to your Zara.com account to obtain the credit invoice. We apologize for any inconvenience this may have caused you. 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,[redacted] 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: On Nov. [redacted], I shopped at Zara.com and purchased clothing which worth $130.48 (including tax). They sent out the shipping confirmation shortly but I never received my merchandise. The courier was fedex. My order number was [redacted]. Fedex tracking number was [redacted]. It is said that the package was successfully delivered but I received nothing. Usually Fedex will drop unsigned packages at my front door, it's always safe but this time the package is missing. The community that I live in is quite safe, and all packages that require a signature will be delivered to our leasing office and will be kept safely until we sign and get them in person. For this package which is worth more than a hundred dollars, Zara, the shipper, DID NOT require a signature and just left it unsecured. Ive looked around and even asked my neighbors about this package but nobody has ever seen it. I assume it should be a pretty big box and it shouldnt be left unnoticed. My roommate can and will be willing to provide her testimony that I have never received this package at all.Ive been keeping a good purchasing record at Zara.com, and have never lied about any received merchandise. This time I contacted zara customer service as well as Fedex immediately after I realized my package was lost, however, their solution is really slow and irresponsible. Its been almost a month since my purchase date and over 3 weeks since I first filed my claim of not receiving merchandise. They finally gave me the solution of doing nothing no refund and no replacement. Im really upset about their behavior and then decided to file this dispute.Thanks for helping!Desired Settlement: I would like a full refund on the merchandise that I've not received since they've already sold out online.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com and for your interest in our products.