Zara Customer Service Issues

I bought a pair of jeans from Zara online, but they claim I cannot get a refund because the jeans were stained and washed. This is incorrect as I returned the jeans unworn with all tags attached. I have tried contacting customer service through chat, email, and even a letter to the head office, but nothing has worked. They even requested I return the jeans in person, which is not possible for me. How can I reach them to resolve this issue?

I received three returned orders unexpectedly. I was refunded, but my bank's euro exchange rate caused me to lose $[redacted] in the process. I have requested to choose alternative items instead of a refund, as the original items are out of stock. Each order was valued between €[redacted]-€[redacted]. This issue has occurred three times now. The carrier informed me that the returns were due to Zara not providing all necessary documents. Despite contacting Zara, they have not been helpful. This situation has resulted in significant financial losses for me.

Hello, I visited the Zara store at Ambience Mall in Gurugram on 9/8/[redacted]. I made a purchase totaling Rs 21,[redacted] and paid using UPI. The amount was deducted from my account, but the billing person, Ms. Nalini, claimed they did not receive the payment. I have attached a screenshot clearly showing the successful payment. Please assist me promptly. Ms. Nalini has forwarded my complaint to Intex Retail Trend Pvt Ltd, who confirmed receiving the payment but have not contacted me yet.

Subject: Urgent Attention Required for Order Issue Dear [Redacted] Team, I hope you are well. I am reaching out about Order Number [redacted]3, which I received on July 28th (ordered on July 11th). I am facing an urgent situation with the return of this order that needs to be resolved promptly. The Zara staff has informed me that the return deadline of 30 days has lapsed, as they consider the billing date to be the order placement date. This policy is causing difficulties given that the order was not delivered to me within that timeframe. I am confused by this policy, as it seems unreasonable to expect a return within 30 days of placing an order that was delivered 17 days later. Despite successfully returning an item from another order received on the same day, I am now struggling to return this particular item due to various personal challenges I have faced recently. I believe this policy lacks fairness and good customer service practices. I respectfully request a review of this matter and urge for a reconsideration to allow me to return the item beyond the designated timeframe. Thank you for your immediate attention to this issue. I look forward to a prompt and satisfactory resolution. Warm regards, [Initials]

Good afternoon, I am reaching out for assistance regarding an issue with a recent purchase. A few days ago, I bought a dress that turned out to be too small. Luckily, I came across the same dress in a larger size unexpectedly and purchased it yesterday. After trying it on this morning, it fit perfectly. However, I then noticed what appeared to be a stain on the back. Although at first, I thought it might be shadows due to the dress's two layers, I decided to bring both the new and old dresses to work to inspect it better later. Upon visiting the store in Edinburgh and explaining the situation, the assistant, despite remembering my purchase and explanation from the night before, declined the return because the label had been removed. I was instructed to contact customer service for further assistance. After speaking with an advisor through the chat, I was informed that due to the in-store purchase, they were unable to help me with the return. I stressed the store's response, but received only apologies and directions to sort it out directly with the store. I want to emphasize that I purchased the larger dress out of genuine preference, not to misuse the return policy. I've been a loyal customer, spending approximately £[redacted] in your store recently. I kindly request your help as I am scheduled to return to the store tomorrow for another order and hope to avoid any further embarrassment with the supervisor's assumptions about the situation. Thank you for your attention and assistance. Best regards, Fiona Kelly

I bought a jacket in Delhi but didn't realize until I got to Pune that it is missing a button. The jacket is unused with all its tags. When I contacted customer service, they instructed me to return it to the Delhi showroom only. I'm disappointed that not only did I receive the wrong product, but I'm also unable to return it to any other Zara location.

I recently purchased a jumpsuit but needed to exchange it. After filing a complaint against a staff member named Sandra Rodriguez, the situation became frustrating. Initially, I was informed that my return item wasn't received. After emailing my receipt and delivery details, they claimed the item had a smell. Despite this, my account was still charged. Sandra then unexpectedly delivered the exchanged item to my house shortly after our conversation. Now I am left with two jumpsuits and feel disrespected. The issue is not about the money but the principle. Ms. Rodriguez alleged that the jumpsuit was worn, but that narrative quickly changed once I shared my receipt. The item was returned promptly, and I am now seeking a refund. It's clear the accusations were made after the company had my item for over a week. I insist on receiving a reimbursement for the returned item promptly as the original tag remains attached to the unworn jumpsuit.

Hello, My Zara account is still not up to date, so I can't select the items I want to return under "Returns." My order number is [redacted]4. Please send me a return label for this issue. I have been trying to reach someone from customer service for two weeks. The phone number is not working, and I am not getting any responses to my questions from the chat. Kind regards, D. Wolman

I am very frustrated with the service I received from Zara employees at Chadstone. I wasn't sure about the size of a skirt I wanted to purchase online, so I decided to visit the Chadstone store to try it on. However, my experience was disappointing. Despite the skirt being available as per the online information, the young girls working there were unhelpful and seemed disinterested in assisting me. After being directed around the store without much help, I eventually went back home and ordered the skirt online, although I am worried that the size might not be right. I believe it would be beneficial for Zara to improve their staff training in customer service and product knowledge, as it seems to be lacking currently. Sincerely, Julie Mclennan

Dear Zara Team, I am having an issue regarding order number [redacted]3 that I would like to return. Yesterday, on 29.09.[redacted], when I tried to return the order at the post office, the scanner could not read the QR code as it was expired. According to Zara's return policy, I was still within the return period. What should I do now? Best regards and thank you.

I recently received a pair of silver leather jeans as a gift from my husband from the Steven Meisel collection on 19 September. Due to the warm weather in Paris, I only wore them for the first time on 26 October. While trying them on, I put my fingers in the back pocket, and the pocket ripped, leaving a large hole. My husband mentioned that another pair he tried to purchase also had a hole, indicating a possible flaw in these Meisel/ZARA jeans. The leather seems very delicate. Although it has been over a month since the purchase, the Zara store in Paris where he bought them has declined to offer a refund. What steps should we take next?

I haven't received my order from Zara, and it seems to be held up at EVRI. I got two emails from Zara with different delivery dates, both of which have passed. I contacted customer service, and they assured me it would arrive on Wednesday or Thursday this week, but it's now Friday. EVRI mentioned contacting Zara if my package is at their facility for more than 7 days, which it has been - it's been 10 days now. I've been trying to email them, but all my emails bounce back.

I recently bought a faux leather jacket online and received it less than 4 weeks ago. Unfortunately, one of the cuffs is already worn through, with white showing around the edge. I expected the jacket to last longer than this without showing wear and tear. It seems like it wasn't made to a good standard for this issue to arise so soon. I have already emailed photos of the problem but haven't received a response yet.

I recently returned a defective faux leather jacket to Zara for my granddaughter. They agreed to replace it, but I received a refund with the postage deducted. I have chat evidence showing this was not the agreement. PayPal also confirmed the refund, so I'll have to reorder. I refuse to pay for additional postage, as the issue lies with Zara, not me.