Zara Customer Service Issues

Dear Everyone, I have raised a concern with ZARA's customer care in India in October and have been in contact with them regularly, but I am not satisfied with their responses. I am reaching out here for assistance. On August 17th, I purchased a trouser and a shirt totaling Rs. [redacted] from ZARA at Ambience Mall in Gurgaon. Unfortunately, both items do not fit me well, and I need to exchange them. Due to personal reasons, I couldn't go for an exchange before the validity expired. I have the bill with me, and one product tag is still attached. I made a digital payment with my card. I am hoping for special approval for the exchange and believe ZARA will assist me. I understand this is a unique situation, but as a loyal customer, I request your positive consideration based on the bill provided. I have attached a copy of the bill for reference. Thank you, Anita

I have not yet seen a refund in my account, despite it being over 10 working days. Zara customer service claimed the refund was processed and advised me to contact my bank. The bank requires a 23-digit reference number, ITX ARN, to investigate further. After multiple attempts, Zara was unable to provide this reference number. In hopes of resolving this matter, I'm now awaiting a call from the support team. The conflicting information has been frustrating, and I've found the customer service experience disappointing. - HMF Email: [redacted] Order Number: [redacted]1

I adore the stylish Zara dresses for women! Today, on 25/11/[redacted], I received online order number 52 [redacted]41. The item I received has delighted me; however, I am disappointed with the size. Unfortunately, the XL size is currently unavailable. I am hopeful that more stock of this item will become available in XL soon. The size I received, L, is too small, and I may need to alter it by cutting pieces off the sleeves and inserting them into the sides to make it fit. This alteration process is quite complex, so I am eager to know if XL will be restocked. The current size L seems only suitable for very slim individuals. This dress suits my dance class perfectly, so I am eagerly awaiting information on the availability of XL. Thank you so much. Fiona McArthur

Hello, I need to inquire about my package with order number [redacted]8 registered under the name of S. Modi. I anticipated its delivery on Tuesday, December 14th, [redacted], but it did not arrive as expected. Upon tracking it today, I discovered that the courier attempted delivery on Wednesday, December 15th, [redacted], while I was unavailable. The package is now on its way back to the warehouse. I am curious about the next steps. Will it be redelivered, or can I expect a refund? Thank you.

I purchased shoes from Zara on November 2, [redacted], but due to the pandemic, I couldn't wear them until December 4. I wore the shoes only twice a week, and after 15 days, I noticed them separating from the sole. I went to the Zara store, but the staff said they couldn't help without an email. I am disappointed with Zara's service. If my issue isn't resolved, I won't shop at Zara again and will advise others against it.

Good afternoon, I bought some items from Zara as Christmas gifts, but two of them are too small. The recipient wants to exchange them for a larger size. I understand the return policy is 30 days, but since it was a Christmas present and the deadline has passed, I kindly ask for an exception. The recipient will be visiting a Zara store today to make the exchange. Thank you.

Dear Zara team and management, I am writing to express my disappointment with the service I received through the online chat. Today, I made a purchase of around [redacted] euros at the Zara store in Bulgaria. I was interested in buying a pair of Mom Jeans (Colour OCEAN BLUE [redacted]/[redacted], size 40) that were not available in-store but could be purchased online. When I tried to order the jeans for store pick-up, I was informed that I could only pick them up in Plovdiv ([redacted] km away) or pay 10 BGN (5 euros) for delivery. I reached out to the chat for assistance in having the item delivered to a store in my city, but the representative, Nina, was unhelpful. She mentioned I would need to spend an additional 50 euros to qualify for free delivery. Unfortunately, by the time I inquired, the item was already sold out. I believe that spending [redacted] euros in one transaction should warrant better service. This experience has left me disheartened, and I will reconsider shopping at Zara in the future. I also intend to share my negative experience with friends. Thank you.

Hello, my name is Petra Richter and I would like to file a complaint regarding the manager in Koblenz. I tried to exchange a sweater I bought from your store, and despite having both the tag and the receipt for the item, I was humiliated. The manager implied that because the tag was removed from the sweater, it must have been worn and smelled like sweat. This is completely untrue as the sweater was only tried on to find out it was too small. The manager even tore up the tags in front of me, claiming it is standard procedure. When I requested her name politely, she refused to provide it. I am 62 years old, and I have never experienced such public embarrassment over something that is clearly false. The purchase was made on December 13 as a Christmas gift, but due to my contagious illness, I could only come to exchange it today, which is a 50 km journey. I no longer wish to visit this branch and would like to know if I can return the sweater by mail for inspection and a refund instead. I hope you can understand my frustration. Thank you. Petra Richter, Ochtendung, [redacted], Oberpfortstrasse 10, Tel. [redacted]0.

I am writing to express my disappointment with the return and exchange policy at the Zara store in Meadowhall Sheffield during the Christmas period. On November 30th, I purchased a jumper for my daughter with the understanding that the return period would be extended until the end of January. Unfortunately, when I tried to return the jumper on January 7th, I was informed that the return time had expired. Despite being reassured earlier, I was left with a £30 unsuitable jumper and no option for a credit note. This experience was frustrating, especially considering the long queues and limited tills at the store. I believe it's unfair that other shops extend their return policies during the holiday season, allowing for more flexibility in gift-giving and exchanging. As a senior citizen, every penny matters to me, and I feel this situation was handled poorly. I hope for a resolution to this matter and appreciate your attention. Sincerely, V.C.

I am disappointed by the unprofessionalism I encountered with my Zara package with order number [redacted]5. Despite the delays due to the current situation, I was shocked to receive a message on 19th January saying the package was available for self-pickup at an address provided. Unfortunately, the address was incorrect, and upon reaching the office on 20th January, I was informed the parcel had been returned on 16th January. Despite trying to contact the courier office, I received unhelpful responses. I was neither informed of the return nor the rejection status displayed on my order. This lack of communication and professionalism is truly upsetting. Aindrila

Last week, on February 7, [redacted], during my visit to your Menlo Park location in Edison, NJ, I encountered an unpleasant situation with a man named Jason who claimed to be a manager. While trying to make a return online, I asked Jason about a pair of pants, but he rudely dismissed me, stating they were no longer available. Later, I found the same pants not marked for sale, but Jason was unhelpful once again when I approached him. I expressed my disappointment to Anthony, who initially laughed but eventually apologized. As a loyal ZARA customer, I was appalled by their behavior and felt the need to bring this matter to your attention, Dillip, as the CEO. I hope proper training and monitoring are implemented to prevent such incidents in the future. I can be contacted at [redacted] or [redacted] for further discussion. Jason is a young Spanish man, approximately 5'6" tall and [redacted] lbs. I have decided not to return to this location due to this unfortunate experience. I also lodged a complaint with customer service under case number [redacted]39, hoping for a prompt resolution.

Dear Zara Customer Service, My name is Juliana Messias, a loyal Zara customer. Recently, I visited the Zara store at Florida Mall on March 21 at 6:24 pm to exchange an item I purchased during my trip to New York. Unfortunately, when I exchanged one item, the cashier only gave back the exchange receipt and did not return my original receipt. This has caused me trouble as I returned to the store today and was unable to exchange another item without the original receipt. The details of my exchange were as follows: I exchanged a pair of trousers for $49.90 (bar code [redacted][redacted]) for a dress priced at $69.90 (bar code [redacted][redacted]). I kindly request that you retrieve my original receipt and send it to me via email so I can proceed with the exchange without any further issues. As a long-time customer, I hope this matter can be resolved promptly. If you require any additional information, please feel free to reach out to me. Thank you for your attention to this matter. Sincerely, Juliana Lisi A. F. Messias

I returned two Zara trousers on March 30th. Zara informed me that they received a different, non-Zara item instead. The courier who collected the return acknowledged it was Zara trousers, but Zara has not taken any action. Despite providing the Delhivery executive's contact details, Zara has not reached out to them. Delhivery confirmed through CCTV that I returned the correct items to Zara. Zara needs to investigate by tracing the item's journey with the AWB number. I've contacted their customer care multiple times, but they keep asking me to wait without resolving the issue. If Zara contacts Delhivery, they can verify that I returned the Zara items. I am frustrated by the lack of progress in clearing up this misunderstanding.

Hello, I appreciate the opportunity to address an issue I encountered with a recent purchase from Zara online. Unfortunately, the leather belt I received was defective, with the buckle chipped off when I opened the parcel. Despite returning the belt within 30 days of purchase, Zara rejected my complaint twice, stating that belts couldn't be returned. I provided detailed information, including photos of the damaged belt, to their customer service team via chat. However, my complaint was dismissed via email on April 2nd, [redacted]. As a loyal Zara customer, I am disappointed by the handling of this situation and urge a review of the evidence, including pre-delivery footage. I feel mistreated and deceived by this experience and hope for a prompt resolution. Kindly respond to me via email using the provided details: Item - Pink Leather Belt Order number: [redacted] Buyer: Laxmi M. Email: [redacted] Phone: [redacted]

I received a £20 emailed gift card from my daughter for Mother’s Day. Although I chose an oyster satin blouse priced at £22.99 and paid the extra £3.99 for delivery, the color of the blouse was not as expected; it looked washed out and dirty white. Upon returning the blouse, £3.99 was deducted from my original £20 gift card, leaving me with only £16 to spend. To get a different color, I had to pay an extra £10.99 and another delivery fee. This seems unfair as I now have less money to spend due to the deduction for the return. I would appreciate a refund on some of these charges, especially since it was a gift. As an older customer, I've incurred £3.99 for the first delivery, another £3.99 for the return, and now an extra £3.99 plus additional charges for selecting another color. I feel this is unjust as the color was not accurately represented on the website. I kindly request a solution that considers these added expenses. Thank you.

Subject: Issue with In-Store Shopping I am contacting you to address an issue encountered during an in-store shopping experience. The item in question, a Paisley Print Shirt in UK size L, color Greenish with the product code 0/[redacted]/[redacted]/[redacted]/04, under Order No. [redacted]1, priced at ₹[redacted], was not available at the store. We were instructed to pay for it, and it would be delivered via courier within the city by the 18th of April. The order was placed on the 10th of April, and as of today, there has been no delivery or communication regarding the delay. Despite multiple attempts to follow up, we were informed that due to courier issues, delivery was not possible, and we were advised to visit the store for a return or refund. This incident on the 10th of April has caused inconvenience in terms of time and money, considering the Phoenix mall's distance of 32 km from our location. We engaged in numerous phone calls with Zara staff, facing mental stress due to the lack of a reference number for our issue. We kindly request to receive the same shirt at no additional cost. I anticipate a prompt resolution to this matter. As per Trading Standards guidelines, I prefer to maintain a complete record of this case. Kindly respond to this email address. Sincerely, Suchith K Khandelwal Phoenix Store, Chennai Tower 8, Flat 1, Floor 18, DLF Garden City Chennai, India [redacted]

I had a negative experience at your Towsontowne Center store in Towson mall on Tuesday, 4/12/[redacted]. The checkout line was slow and customers were frustrated. The lack of assistance and attitude of the employees led to several customers leaving in anger. The manager on duty was unhelpful and company policies seemed unreasonable. The overall store environment was chaotic and unclean. As a former retail manager, I was appalled by the behavior of the staff. This experience was unacceptable.

I've noticed that this brand is among the most successful retail brands globally. The remarkable success story of this brand, originating as a family business by Amancio Ortega and Rosalía Mera in [redacted] in Galicia, Spain, truly inspires me. Witnessing how a small Spanish store has evolved into the world's largest fast fashion retailer with approximately 2,[redacted] stores in key cities across 96 countries is truly motivating. I understand that achievements like this require time, proper strategies, meeting customer needs, and dedicated effort. I am particularly impressed by Zara’s unwavering customer focus that has led to its success and current status. I recall a fascinating story about the pink scarves back in [redacted], illustrating how the brand involves customers in product creation. As an emerging fashion designer with a passion for education, I aim to contribute to the fashion industry's development, akin to Zara's ability to swiftly offer new styles to customers. My business, DOSEfashions, can be found on Facebook with the same name. I am eager to discover how you have overcome challenges and emerged stronger, as my goal is to positively impact others and contribute to humanity's progress. If any sponsorship opportunities exist with this brand, I would appreciate being considered. I utilize various online platforms for teaching purposes. Awaiting your response. Thank you.

Good evening, I wanted to report that on 31/5/[redacted] I bought a size 52 men's jacket at your store in Adigeo Verona. I was also looking for pants, but I was told that the size 52 pants were available at the store in Via Mazzini in central Verona. When I got home, the jacket was too small, so on 1/6/22, I went to Via Mazzini to exchange it for a size 54 and also looked for the pants, which were not available. I made the exchange, and the cashier asked for my card for a refund of €89.95, then made me do another payment of the same amount. As of today, 6/6/22, I have two charges of €89.95, one on 31/5 in Adigeo and the other on 1/6 in Via Mazzini, but no refund. If this is your procedure, I believe something is not right. Having a double charge for a size exchange for a certain number of days and possibly waiting for a refund after about ten days doesn't seem correct in terms of customer service. The cashier, perhaps inexperienced with procedures, should have processed a return with a voucher that could have been used immediately. I think this process that leaves the customer confused needs to be reviewed. Thank you for your attention. Dini L. Sent from iPhone

Dear Sir or Madam, On the 4th of June [redacted], my wife purchased some items at Zara Deutschland in Munich near Marienplatz using her bank card. On the 15th of June [redacted], she visited your store again in Munich to exchange a pair of shorts for my daughter. Unfortunately, the receipt was no longer available, so I provided her with the bank statement showing the deducted amount. Regrettably, the exchange could not be processed because the cashier informed my wife that she needed the code from the receipt. I consider this quite demanding, as it seems unreasonable to expect customers to keep the receipt for an exchange when the payment is already deducted from their bank account. Therefore, I kindly request clarification on why this was an issue and if my wife can proceed with the exchange. Yours sincerely, A. Polt