Zara USA

Review: My daughter ordered a jumpsuit from Zara, Ref.#[redacted]. she paid for express shipping for item. When she received the item, they had sent her the wrong thing, they sent a mans jacket. The paper work inside the box said it was the jumpsuit she ordered, but wrong item was sent. She called customer service the next day at 8:00 am, explained the situation and was told they would look into it and get back to her, that they would put it as priority, she asked for them to sent another jumpsuit overnight. She talked to [redacted], she never told her there was no way she would be able to receive the package next day delivery. By afternoon she still had not heard back so she called again and talked to [redacted], who told her pretty much the same thing, never saying she would not be able to receive another jumpsuit the next day, that she would let here know by end of day status of order. At 5:00pm she still had not head back so I called customer service and was told there was no way they could send another jumpsuit overnight that it would take 2-3 business days. Why was she not told this from the very beginning instead of being lied to. It still is not what we were hoping to hear, but at least we would have known we were not receiving the jumpsuit and could have went shopping for something else. Did I mention the jumpsuit was for a wedding my daughter was going to out of down the next day and it would have been nice it we knew in plenty of time so she could have tried to find another outfit. The Zara store in [redacted] is closed for remodeling, so we have to choice but to order on line. What a disaster for us.

Case ID#[redacted] Order # [redacted]Desired Settlement: Refund for the express shipping

Review: I purchased a dress for my daughter and the fabric fuzzed after washing I spoke to a rep and sent pictures about it but they didn't want to reimburse me. any other company I've dealt with in the past would give me credit and make me send it back to them I never had such experienceDesired Settlement: I would like a refund for the product

Business

Response:

Dear Customer, Thank you for contacting us .After further review, please be aware that the reported defect is not a manufacturing defect, it is defect of use and we are unable to proceed with a return or send an replacement . We regret we wont be able to further assist. Thank you, 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:

The company should credit the product it is a faulty material all companies I have dealt with in the past backs all their products fully they have terrible customer service

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

Sincerely,

Review: I purchased a bunch of items from zara.com. I returned some and they did not refund one of the items claiming it was bot in the box. I returned it. I tried speaking to customer service but they were not helpful and would not issue the refund.

In addition one of the items I purchased came apart at the seams after one wearing. I had it taken to the taylor to fix but the next time the rest of it started coming apart at the seams. This top is unwearable.Desired Settlement: Issue a refund

Business

Response:

Dear [redacted],

Thank you for contacting [redacted].

We sincerely apologize for the service interaction referenced. Please note, to improve on the overall services we provide, the details of your case have been re-evaluated. Our records indicate that there were no errors identified in the return process. Nonetheless, as a commercial gesture a refund was issued for ref. [redacted]. This amount will appear on the original method of payment used.

With regards to your new claim, at this time we are unable to accept ref. [redacted] as the item has been altered. Zara.com only sells items in perfect condition. In the unlikely event that you receive an item that doesn’t conform to your order, we kindly as that you contact our customer Service immediately to receive further instructions.

We apologize for any inconvenience caused by this matter.

Regards,

Zara.com Customer Service

Review: I purchased a suit from Zara for my friend's wedding and gave them my correct sizes. Upon receiving the suit it was clear that the jacket was too small. Due to the time frame I did not have time to return the jacket and receive a replacement. The wedding was in [redacted] and I am in [redacted]. After returning I contacted Zara and informed them that the size of the jacket they sent me was incorrect. They sent me a return label and I had their product shipped back within the correct time frame.

Now they have told me that it was worn and cannot be returned. It had to be worn to be tested. Additionally, since I didn't have time for an exchange I had to wear a suit that couldn't be buttoned to be ready for the ceremony. I am upset, especially since it was their sizing chart that caused the issue. I gave them the exact sizes of my tailored suit and it still did not fit.

They are returning the jacket and pants to me, which is worthless since they are a misfit.

I would like my money back.Desired Settlement: Refund me my money.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

We would first like to apologize for any inconvenience this may have caused.

As per the purchase conditions you agree to when shopping 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 article has been worn, we are unable to accommodate your request for refund.

The article is being returned to you via [redacted] under tracking number [redacted].

Regards,

Zara.com Customer Service

Review: Iordered shoes from Zara.com on feb *, I was told that my pakage was delivered but when I went to my rental office there was no package I called [redacted] . [redacted] claim that they delievery the package and it was sign for , I talk to my rental office the person that sign it sign for a bunch of packages not just one so how would they know that my package was in there if they just give them a bunch of packages. Zara was not trying to even work with me they just didnt care .Desired Settlement: Refund

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

In regards to your order [redacted], our records indicate the package was shipped correctly to the address requested in the order.

According to the [redacted] tracking number [redacted], the package was delivered and signed for at the agreed address on Monday 2/**/2015 at 1:45 pm.

As per our Purchase Conditions, item(s) will be at your risk from the time of delivery. Since the package is deemed delivered successfully, we are unable to further assist you in this matter.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]

Ok But if it's now at the Rental office and my manager said she sign why should I pay for something that I sis my get that don't make no [redacted] sense how yall know [redacted] even brung it out the truck they could have just scan it and she sign for a bunch of packages I refuse to be charge for an item I don't even have

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

Sincerely,

Review: I purchased a damaged item from the [redacted] location and on 8/**/2013 and went to return it on 9/**/2013 in SoHo and the store would not accept the item. The return policy states that "Any product purchased from Zara hat remains unused may be exchanged for another product or returned for a full refund within ONE MONTH of its original purchase date." I attempted to return the item within the policy date however, the manager at the store stated that I would not be able to return it because it was damaged. When I purchased the item and arrived home, the zipper area had a hole it it and the sales associate who rang the item up in store did a check of the item and did not mention that it was damaged. It is unacceptable for a Company to be selling damaged, faulty items without notifying the customer that what they are purchasing may be damaged. It is also unacceptable to refuse a refund when it is within policy. Every other time that I have made a purchase at Zara, I have never received any damaged items.Desired Settlement: I would like a letter with an apology and the Company to issue a credit for the dress. The item number of the dress is [redacted].

Business

Response:

Dear Customer,

Thank you for contacting us .

We hope you find this email well .

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 register and credit card receipts along with the credit card must be presented for any exchange or return. As an exception, you are able to return the article at the ZARA headquarters for further inspection of the garment . Once we receive the article you will be issue with a store credit as long as the original receipt is present. If the original receipt is not present we require that you provide us with copies of your bank statement for your purchase made at our store .

If you wish to proceed please provide us with your mailing adress in order to send you our return by mail pacakge .

Thank you ,

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:

This is in reference to [redacted]. Company has not provided a resolution and I cannot reach the person handling the complaint. I expect the company to send the return address package as they stated and offer me a refund on my credit card

Sincerely,

Business

Response:

Dear [redacted],

We hope all is going well .

We sincerely apologize for this inconvenience. Please be aware that we have submitted a package to your mailing address for tomorrow 12/**/2013.

Once you receive our package please include your item along with the original receipt for your purchase . We will process a full credit for your purchase.

If you have any other questions please do not hesitate to contact us at [redacted] .

Thank you,

Customer Service Department

Review: I purchased a pair of shoes (along with a blouse and another pair of shoes) on June ** online. It was delivered and I only opened the package upon my return to the address on Aug *. I put on one of the shoes to try it on and it broke immediately. The strap snapped into two, making the shoe unwearable. I contact Zara on Aug * requesting that they look into the matter and I specifically asked for a full refund of the item. I sent a picture of the broken shoe and waiting a week before I received an email asking for a picture of the soles. I sent a picture of the soles as requested but over a week has passed since I heard from them. I called early this afternoon (Aug **) to follow up and gave them the case number, but was told that they could only contact me again about this matter before the end of this working day. I have not heard from them since.

I would like a refund for the item, sold to me at $49.99, but to date, this has not been forthcoming.Desired Settlement: Full refund to my Paypal account in the amount of $49.99 and a form of apology for the damaged item and the delay in responding satisfactorily to my request for a refund.

Business

Response:

Dear [redacted]i

Thank you for contacting

Zara.com.

In regards to your email, we would first like to apologize for any

inconvenience this may have caused you. Please be advised your feedback is

greatly appreciated so that we may improve on the overall services we provide.

After reviewing the pictures of

the CROSSOVER SLING BACK METALLIC SANDAL ref [redacted], we determined the

item to be faulty for a refund in the original form of

payment. You may return it using the prepaid label included with your order or contact us directly if a new label is required.

As a token of our most sincere

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 order number for reimbursement of the shipping charges.

For further queries, please

contact our Customer Service through the contact form or call ###-###-####.

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

Regards,

[redacted] Customer Service

Review: Zara did not refund me the correct amount of money for a return and owes me money for one pair of jeans I returned. They have not agreed to pay me even though I sent them photos of my return receipt. I want my money back and I want Zara to treat its future customers with respect - they treat customers like dirt. In addition to this - previously Zara sent me the wrong shipment and would not send me my correct shipment.. Instead of $270 in maternity jeans they sent me $80 worth of t-shirts. They would not refund my money nor would they send me my correct order. I had to call and follow up multiple times to get the correct order shipped to me. Now I can't even return them and get my money back? I have never been treated with such mistrust by a company. Oh, and Zara, you sold many items in Novmebr and then changed all pricing online to be about $10 cheaper - not for a sale but the actual list price. That is such bad business. Do you not think your customers notice these things?Desired Settlement: Refund the money you owe me for the jeans I already returned.

Stop changing your online list prices without having the items go on sale. I paid 39.99 for a scarf and then saw it listed, not on sale mind you, for 29.99??

Learn how to treat your customers when YOU mess up an order.

Review: I want to tell you due to my disability, I am ([redacted])... I can't hear and Only way of communication was writing by PAPERS....My pants was brought in end of November not sure date and I have receipt and tag on the pants.. I wanted to return few days after purchase dates and I went in the store and it was very difficult to speak with someone and I told them in writing that my pants didn't fit me and I want a refund since its under 30 days of purchase then when they said hold on when they took my slacks (pants) to talk with someone else and when they brought it back and they said they can't take it back and I was like why? then I noticed my tag was ripped which I didn't do that... I told them you ripped the tag off and made me couldn't return it and they said I'm sorry we didn't do that and I was like very frustrated and I went in store on other days I will say 6 or 7 or 8 times maybe more than that and I was frustrated by communicating and it was a lot of lack of communications and I just was asking for return if they couldn't I want store credit and they kept refusing and refusing and I ask for corporate number they said we don't have it and I was like who I could reach. it was very frustrating and I decide to call [redacted] which I purchased my item with about a month ago and told them my experiences and they filed dispute and the company refused to agree because they don't keep more than 6 months in their log and I was like [redacted]s gave me number to contact the corporate and when I call corporate and they refused to talk to me and they couldn't help me and you need to call directly to store and I was like very frustrated.Desired Settlement: I would like a refund or store credit which would be very appreciate because the pants is very very new and I haven't worn them and I would like to buy something else that fits me. Also they can't sneak and rip customers tag off and blaming that they didn't do it and blamed to the customers.

Consumer

Response:

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

Sincerely,

Review: I bought the HIGH HEEL LEATHER ANKLE BOOT WITH FRINGES last 01/**/14. Ref. [redacted]. Height of heel: 8,1 cm./ [redacted] ?. 99.90 USD

I haven't been able to wear them frequently due to the weather conditions in NYC and the snow. You can tell the shoes are almost new.

Last day I was wearing them and both soles came off half way from the shoe itself. Since then I can't use because they become very uncomfortable. I was very dissapointed with the shoes but I thought was very clear they were defective and Zara will take care of the incident.

For my surprise, I went to the [redacted] location with the shoes and the [redacted] completely ignore my problem. She said that she couldn't help me without the receipt. I told her I didn't know where it could be, but that I had proof of payment, asked her if she would like to see it and didn't have any interest of any kind to try to help me. The shoes are clear deffective, I have proof of payment, I told her to pull out my information through my credit card and nothing of nothing happened.

So dissapointed with the brand and the horrible customer service. I would have being happy with a store credit or even an exchange!

COMPOSITION SHOE DESCRIBED AT ZARA.COM

UPPER

100% COW LEATHER

LINING

100% POLYURETHANE SOLE

100% VULCANIZED RUBBERDesired Settlement: I would like to get a store credit, an exchange or my money back.

Review: I purchased a Zara dress through the [redacted] website on 3/**/2013, order number: [redacted]. I ended up returning the top at a local store in [redacted], TX on 6/**/2013, Return Number: [redacted]. The email I received confirmed the return of the order stating: "We confirm that your refund has been processed. You will receive the amount via the same payment method used for the purchase. The approximate time is 10-14 days, depending on your bank." The bank card I used was a [redacted] card. I have checked my bank statements since then and I have not received any refund. I called the store numerous times in the past couple of months and was confirmed that the refund was processed. In one of the more recent calls, the representative asked me to call my bank directly and talk to them because he was convinced it was a banking error. I have spoken to [redacted] representatives many times and every representative confirmed that NO REFUND came through. I told one of the Zara representatives, [redacted], on 10/*/2013 and he sent me another Zara made invoice through email confirming the refund. In the end he let me know a corporate representative will be giving me a call in 48 hours to resolve this matter. Its 10/**/2013 and as of today I have not received any call from any Zara representative. I love Zara and I'm a loyal customer, but I feel like Zara is not doing it's job in this case to ensure the refund reaches me. All I got was an invoice saying that the return was processed but I didn't actually get a return on my payment.Desired Settlement: I am a student working and going to school. I have wasted many hours, that I don't have, in the past couple of months trying to get this matter resolved. I would like a full refund for the order I placed ($86.49) as well as compensation for the many hours I wasted working on resolving this matter. I would like compensation (in the form of store credit, if necessary) of $75 in addition to my full refund.

Consumer

Response:

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

Sincerely,

Review: On 1/**/16 I went online and placed an order (order#[redacted]) the message online was that the order would have a 24 to 48 hour delay. As of 2/*/16 I have not received the order. I have contacted their customer service department four times regarding the status of my order, and I was giving excuses each time no one could explain to me why I had not received my order. On 2/*/16 I called the rep told me the order was delayed. On 02/*/16 spoke with a rep name [redacted] she informed the my order was shipped in two parts, and the first part of the order was shipped on 1/**/16 to the Galleria Mall in Dallas, TX as I requested. She informed me that she could not call the store regarding the order. I contacted the store and spoke with the store manager Christine. She informed me that the first part of the order was in the store, but did not have any information on the second part of the order. I gave the store manager my name and number for her to call me if and when the second order arrives. On 2/*/16, I called Zara's customer service department again. I spoke with a Jessica she refused to give me her id number the rep gave me the same excuse as the other reps. The rep was very nasty and had an attitude. When I got tired of hearing her excuses and tired of her trying to rush me off the phone I requested to speak with a supervisor. Jessica stated,"the supervisor was on the phone with other customers." I work for a call center myself and I know this was an excuse to get me off the phone. When The rep came back to the phone she informed me that the supervisor Jasmine told her that the products was not in stock anymore, and she will cancel my order and refund my money back to my credit card. At this point, I feel as though I was told a lie about the product being out of stock because if that was the case I would not been able to place the order from the beginning. When I asked Jessica for the confirmation number she disconnected the call. I was informed by the rep Jessica that the supervisor Jasmine would give me a call back, I want hold my breath on that one. The customer service department at Zara's is very unprofessional, and the rep's are not very knowledgeable of their jobs. This has been a very bad experience for me and I wanted to file a complaint to make other aware of the poor service I received from Zara corporation as a whole. I will never shop or order any thing from this company again, and I will make sure I spread this experience to everyone I come in contact with.Desired Settlement: My desired outcome is my money credited back to my account as soon as possible, and this complaint to listed on Zara's profile so that others will no the type of company they are dealing with.

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

We sincerely apologize for the negative impact our recent service interaction has had on your loyalty to our brand. 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.

Regarding order [redacted], once we identified a transport incident occurred with the parcel, a refund has been issued. Our records indicate the refund in the original form of payment was successfully processed on February **, 2016. We will obtain the proof of refund and send the document to your email address on file.

As a commercial gesture for this inconvenience, we would like to offer you free express shipping on your next order. To take advantage of this, simply place your order with the express shipping option selected, then contact us via phone or email to have the $9.95 charge reimbursed.

For further queries, please contact our Customer Service through the contact form or call ###-###-####. You may also send us an email at [redacted].

Review: About 1 month ago I purchased 10 pairs of pants from the Zara store and brought them home to Virginia where I live. I placed a few pairs of jeans in the washer exactly as the tag stated and my pants were ruined, they do not fit the same after only one wash. I called the store about a week ago to do an exchange and the employee told me that would not be possible because I do not live in the area a nor do I have my receipt. I am unsatisfied that they will not replace the pants that were damaged. I followed the directions exactly as listed on the tag of pants. I had absolutely no intentions of returning any of these pants therefore did not keep the receipt. My name is [redacted] and the purchase was made around December [redacted] date. The jeans are the trafaluc style in size 8.Desired Settlement: I would like new replacement jeans for the ones that have been ruined and will need them shipped to me because I live in Va beach va. I can send in the damaged pairs of requested.

Business

Response:

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

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 live in Virginia and I won't be able to fly back to the Chicago store to make an exchange. I can mail the pants to them but would need it mailed back to me in VIRGINIA. I LIVE IN VIRGINIA NOT CHICAGO. HOW AM I SUPPOSED TO GO INTO A ZARA STORE THAT IS NOT EVEN IN MY OWN STATE. PLEASE READ EMAIL IN ITS ENTIRETY.

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

Sincerely,

Business

Response:

Dear Customer, Thank you for contacting us once again . Despite all of our products undergoing strict quality control, in an effort to further assist you we strongly advise to visit any store location in the US in order to speak with our manager. We have a clear returns policy when an item is faulty, to offer either a refund or an exchange. However, the decision as to whether it is a manufacturing fault is down to the manager’s discretion, who are trained in textiles and fabrics and who have the greatest contact and knowledge of the stock.We regret we wont be able to further assist you unless you visit our ZARA locations . Thank you, 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:

Zara did not allow me to ship fealty pants back to them and there only resolution was for me to go in store and closest one is 5 hrs away. This will be the last time I spend that much money now that I know they have poor customer service.

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

Sincerely,

Review: Hello, my name is [redacted]. Im emailing you in regards to ZARA.com changing the price to one of their products, which is the Pink, Platform Sandals. The shoes originally sold for 69.90, which is the price that I purchased it for. Now visiting the website, I see that the shoes now run for 29.99, which is a big difference from what I've paid. I called them to ask if they can reimburse me the difference and they said their system isn't capable of doing that, but its not like they made an effort to try it out or give me the difference in any, way, shape or form. If you can please get in contact with them for me, I'd greatly appreciate it. I just don't see how a product can go from 69.90 to 29.99 and it's not even on sale, they totally changed the price. it's a big gap in price and I just want my share back (the difference). I call this false advertising.Desired Settlement: I paid $69.90 for a pair of pink platform shoes that are now $29.99. I would like a billing adjustment to be made, so I can get $39.91 credited back to me. As you can see that's a big change in gap and the shoes aren't even on sale. ZARA just totally changed the price of the shoes. False advertising, not fair to those who had to pay the full price before.

Business

Response:

Dear Customer, Thank you for contacting us. Please be aware that ZARA does not honor any price adjustment for any items that have a reduce amount . You will be able to find this information on our website at [redacted]. We regret we wont be able to further assist you.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:

Hello . I am writing to reject this business response. This is false advertising however you put it . This is bad business conduct because the customer is always right. I am a customer, and that was a big change in price. I'm not here for the antics. All I ask is for the difference in price, not the full price back. Thank you.

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

Sincerely,

Business

Response:

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

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:

Hello. My response remains the same as well, as I continue to look to the Revdex.com to make a change in your decision. I am a dissatisfied customer and all I ask is for the difference in amount to be paid back to me. As you'd like to go back and forth, I wish not too but to only recieve whats basically been taken from me.

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

Sincerely,

Review: I made a return and zara.com gives a wrong amount of the refund. They did receive the product. The only problem is the refund amount is not correct.

The amount of the refund is not correct one. The costumer representative is very less efficient.Desired Settlement: I'd like the correct amount of the refund.

Consumer

Response:

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

Sincerely,

Review: my recently purchased pair of jeans ripped in the crotch when I bend down to tie my shoe laces while sitting on a couch. I took them to the store in question for a resolution. the person first told me that I cut the tags so he couldnt scan them. that was their first attempt to show me that they. wont care about what happened. so I asked him, if the tags were still on them, would they help me and he said yes. so I reach to the tags which were stitched down below, where he didnt bother to look. then he scanned them and told me they were not in the system. and told me he needed the receipt. I was amazed how he was looking to avoid to help me step by step creating more obstacles. then he called 'so called' store manager who only replied what the previous guy said. she added up that they could only replace if the jeans were current season product. which was not stated when I purchased them. if they did I would consider not purchasing the product. she told me to go on to [redacted] and contact the customer service via the website. I have done what the 'store manager' advised. which seems like her way to get rid of me at the store in front of other customers. Because this 'customer service channel' claims this is not their case and redirects me to a phone number where I can start a case honestly im sick and tired to be treated like this at a store I toughly spent 5000 dollars in passed one year. only a couple months used jeans should not rip in the crotch. I understand product might be faulted but should be replaced without a hassled like this.Desired Settlement: I would like my ripped pair of jeans to be replaced with an equal value product or to be given store credit.

Business

Response:

Dear Customer, Thank you for contacting us. Please accept our apologizes for the problem you have experienced. However, we regret that we cannot help provide further assistance in this situation as our return policy clearly 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 or exchange. 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:

[Your Answer Here]I can understand the return policy if it was a case of returning a product. My complaint is about a defected product. The jeans ripped on a very unlikely spot without any pressure on the spot where was not even worn out. This is clearly a defected product, which should not be considered as a regular return. This is unacceptable

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

Sincerely,

Business

Response:

Dear Customer, Dear Customer, Thank you for contacting us once again . At Zara, we aim to provide cutting edge and up to the minute fashion at affordable prices. In order to achieve this, the quality of our product is never jeopardized. We have a clear returns policy when an item is faulty, to offer either a refund or an exchange. However, the decision as to whether it is a manufacturing fault is down to the manager’s discretion, who are trained in textiles and fabrics and who have the greatest contact and knowledge of the stock. However, we regret that we cannot help provide further assistance in this situation as our return policy clearly 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 or exchange. 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:

[Your Answer Here]

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

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

Review: Zara sent me wrong item and will not sent correct item until they confirm I send back. This was there wrong doing by sending me wrong item. I think Zara should correct order right way and send out next business.day.Desired Settlement: I think you should be giving out gift cards for your mistake and have the costumer wait longer for the item We order .

Business

Response:

Dear [redacted],

Thank you for contacting Zara.com.

In regards to the incorrect item received with order [redacted], we would first like to apologize for any inconvenience this incident may have caused you.

We have sent you a replacement Printed T-Shirt via our fastest method of shipment (Express, 24 to 48 hrs) on September [redacted], 2014, 1 (one) day after your complaint was received.

We understand this incident was of great inconvenience to you. As a token of our sincerest apologies, we would like to offer 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 the fee can be reimbursed.

Regards,

Zara.com Customer Service

Review: I purchased the slip-on boot a just over a week ago and have had problems since day 1. Yes, I know with all shoes especially leather, that there is a break-in stage, but it's been a week and the medial side of my left heel still kills, the heel counter pinches too tightly and have gotten blisters because of this. I believe either the shoe is defective or just the wrong fit for my foot. I tried returning the shoes after only a few days and was told I could only get store credit, now the only other boots they offer are $40 to $60 dollars on top of the hundred I spent, so I decided to hold off and see if the shoes would break in after a few more days. After a few days I could not take the pain it was causing me to walk in these boots and decided to take them back. This time I spoke with the [redacted] the store manager and he initially told me he could not take the shoes back, because they were worn and the strap was broken on the back, I then pointed out that a couple of the same shoes on the floor also had their straps broken, so he decided to let me exchange, wanting to try another of the same, they had not, so I tried a bigger size, but felt that spot aggravating as well. He also recommended going to a cobbler, but I would have to pay extra out of my pocket, and for an expensive boot like this, I shouldn't have to in my opinion. Now it's been just over a week and I am stuck with a pair of boots that could potentially cause major foot issues, and I'm a hundred dollars in the hole. For being such a short amount of time and having obvious issues with the product, I think Zara should acknowledge I received a defective product and refund me my money, so that I can use that money on a product that is not going to cause me pain. Thank you for your time.

Product_Or_Service: Stretch Ankle BootDesired Settlement: DesiredSettlementID: Refund

I would deeply appreciate a refund for the product that I purchased just over a week ago and have tried returning a couple times since then. I used to work in the shoe business and we would return items for a full refund if it was defective and not working for the customers' feet sometimes up to 2 or 3 months later. A good shoe should last at least a year, and this one has not lasted me a week.

Business

Response:

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

register and credit card receipts along with the credit card must be presented

for any exchange or return. As an exception, you are able to return the article

at the ZARA headquarters for further inspection of the garment. Once we receive

the article you will be issue with a store credit as long as the original

receipt is present.

If you wish

to proceed please provide us with your mailing address in order to send you our

return by mail package.

Once we

receive the merchandise at our headquarters we will process a voucher card. Our

ZARA voucher card does not have an expiration date. You can also use it at our website

at [redacted]

.

We look forward

hearing back from you soon.

Review: I did order though ZARA.COM on Dec [redacted],2015 totally amount is of $490.45. order number [redacted], ZARA used ontrac as shipping company, and shows package has been delivered on Jan [redacted], 2016, however I never received it and for that day was my job off day, I was at home all day, nobody call me even knock the door, but in the shipping information was said sign by FD(front door?). I called ZARA. com third time first time called on Jan [redacted]. customer service said investigate will take 3-5 days, however there is no results updated, I called second time, the customer service told me the case has been closed, shipping company said I already found my package!!! I was so mad, because I never said it! customer service let me waiting 1-2 days she will reopen the case said there will be somebody contact me, however! there is nobody contact me at all. I called 3rd day want to talk to manager about the situation, after waiting and waiting half hour holding time manager said OK, he will be refund to me, but what I want is just replace my order, because that is the gift for my boyfriend, he got the new job. But Zara said everything already sold out, what he can do is refund to me. I am a little bit up sad because I spend a lot time online just want to get him perfect gift (two tailored suit), whatever that's fine, after that I thought everything was done, Zara going to refund me, but I received a call same day that the other Zara manager called me for my case just want to let me know they still working will the shipping company, and what I can do is continue to wait until they have result come out, and I told him I already called this morning and the other manager said will give me the refund. I don't understand why they called me again. He answered me back that there was no records shows Zara will refund me. and I need to wait. I was, that makes me so confuse and unhappy. That person who called name is Percy and he was very rude, he told me he is the manager and the only thing I can do is waiting. I told him I call in the morning, the other manager agreed to refund already, but UNBELIEVED Zara changed their mind, I told him that I will call my bank to dispute my transaction if they do not give me the time frame to solve the problem. He said well you can call then I will close your case! He never wants to solve this shipping problem, can I purchase ZARA again!?

I do not want to be a mean customer. Each year I spent over $1000 with ZARA, and I also work as a back customer service for one year. I understand how hard is customer service’s work, but I am so disappointing with ZARA right now. NO RESULT, MANAGER RUDE. I love ZARA for pass years, but I will change to others in the future because of the bad customer service experience, another thing I want to mention, I lost the other package from [redacted] at the same day delivered with Zara by Ontrac, when I called [redacted] customer services to report this problem, they replaced the order right away.Desired Settlement: I hope Zara could contact me before JAN **.

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: This is regarding my online order with Zara.com. order # [redacted] and Zara Case # [redacted]

I have placed an order from Zara.com on 12/**/15, order amount of $86.38

Per their tracking information, [redacted], my package was just dropped on my front door without receipt confirmation. That day was new years eve and I was at home all day and package was never delivered.

I have opened claim of missing delivery case with Zara on same day, 12/**/15

After I have opened the case with Zara, I have called 2~3 times a week to get status update and customer service rep kept saying they will reply me back within 24 hours which they never did.

I have contacted delivery carrier, On-Trac, on my end to get update from them but On-trac told me they cannot talk to me due to policy /agreement with Zara.

After 2 weeks later, I called them yesterday, 1/**/16, as usual to get updates, Zara customer service told me they cannot do anything about my missing package.

I have been shopping on Zara.com since year 2013, more than 15 online orders with them and I did not have any problem like this and this order was for my child. Zara customer service rep seems like I was cheating on my order or something but I would never do something what they would think on my child's order.

I am very upset with how they do their customer service and treat customer in this way