Zara Customer Service Issues

I made a purchase on May 7, [redacted], and payment was deducted from my account with an expected delivery date of May 13. However, I recently received an email stating that items I bought over 10 days ago are now out of stock. I understand that there are delays due to the pandemic, but it's unacceptable to sell products, take payment, and then inform customers that the items are out of stock. I urge for my order to be shipped promptly so that I don't miss out on other products. As a loyal customer, I feel disappointed with the service I've received in the past 10 days. I've been trying to reach the company for days, facing long hold times. I would appreciate compensation or a discount for the inconvenience caused.

Hello, I am reaching out about my previous complaint regarding order no: [redacted]7 made on 02/05/[redacted]. I was promised that it would be escalated, but I have not received any updates despite my follow-up messages on 23/05/[redacted] and 24/05/[redacted]. The issue was receiving the wrong item twice. I simply want the correct item sent and a refund for the mistake. It has been almost a month with no resolution, and the lack of customer service is frustrating. Please escalate this matter to the relevant department or provide a refund and send the correct item, which is the 18-24 MONTHD (92 CM) MOTIF PRINT T-SHIRT yellow 0/[redacted]/[redacted]/[redacted]/24. I have already had to deal with return requests three times, which is not appropriate, especially considering the current situation. My email is [redacted]. I hope to hear from you soon. Thank you, Ella.

Order No. [redacted]4 I received the dress with marks on it and have already sent photos to the customer service team. After speaking with them, I was advised to use WhatsApp on the same number. However, with each interaction, I am greeted by a different representative who does not seem to reference previous conversations and simply repeats the same questions without progressing my query. This has been quite frustrating. Ideally, I would like to keep the item if I can receive a significant refund on the full price. If not, I will have to return it due to the hassle involved in exchanging it. I may risk washing it to remove the marks if a refund is possible, but if not, I will return it as faulty.

URGENT - RIF. ORD. [redacted]1 I have not yet received my order. The purchase was made at the beginning of May and as of 03/06/[redacted], it has not been delivered. Tracking the package, I noticed that the courier sent it back to the sender. There is always someone at the specified address, so I don't understand why it was rejected. I have been a loyal Zara customer for a long time and have never faced any issues; BRT has always delivered promptly. I kindly request a thorough investigation and prompt feedback regarding the failed delivery. I would also like to mention that this order was a replacement for a return of defective goods. Best regards.

Dear Zara Team, I have a query regarding an order from April [redacted] (Order No. [redacted]4). I placed an online order on 04/08/[redacted], and it was shipped on 04/13/[redacted]. I received a confirmation for the same. However, when I check the order status in my account, it shows "picked up by the transport company" on April 14, [redacted]. Even though I received the package and submitted the return requests online, the system indicates that I have not received it. I handed the packaged return to a transport company. I am concerned about receiving reminders from Klarna. I spoke with Klarna and paused my payment to avoid further reminders. I urgently await your response as we have tried to call multiple times without success. Please provide a prompt resolution to this issue. Thank you and have a great evening. Best regards, Hanife C.

Hello, I recently made a purchase from Zara but have not yet received my order. Despite receiving an email confirming delivery, I have not received my goods. My order number is [redacted]2 and the tracking number is MC[redacted]21GB. I am disappointed as no notification was given about the arrival of my order, and I did not receive my package. Due to COVID-19, I understand the need for precautions, but it is unacceptable to mark my items as delivered when they were not. I have ordered from other online stores, and they ensure a signature upon delivery or ring the doorbell to confirm the receipt of the package. I have not had any communication from Zara other than the false delivery email on Friday, July 17, [redacted]. I am frustrated and upset about this situation and would appreciate further assistance, possibly a refund for the undelivered items. Thank you for your help.

Hello, I wanted to discuss the sizing of your products. I am disappointed by the lack of inclusive sizes your company provides. As a size 16 woman, which is the average size in the UK, I struggled to fit into your XL leggings. Being a size 16 woman with body image issues, this experience was disheartening. Despite this, I am handling it well. I plan to return the item and not shop with you again. I urge you to improve your sizing chart accuracy to avoid causing distress. Please ensure that a size XL fits a size 16 accurately. Addressing these issues can positively impact many women's shopping experiences.

During our visit to Vancouver in June, my daughter purchased pants from Zara that did not fit. Due to her battle with cancer, shopping was not possible until last week. Unfortunately, other stores had extended their return policies due to the pandemic, except Zara. When we tried to return the pants at Zara on Robson St, the manager was unkind and unwilling to issue a refund. Instead, she insisted on an exchange, even though trying items on was not allowed in the store. After 45 minutes of attempting to contact customer service, nothing was resolved, and my daughter was left in tears. Despite promises of a callback within 24 hours, we received no response even after 5 days. Continuing communication with customer service through chat has only led to further delays.

Subject: Assistance Needed with Returning Trousers Hello Customer Service, I recently purchased two pairs of trousers in different sizes from your store a few weeks ago. When trying to return one pair to my local Zara in Bluewater near Greenhithe, Kent, I was surprised to find the store closed for refurbishment. Despite returning four times over the following four weeks, I found the store still closed for renovation. I contacted your customer service team, who mentioned that the relevant department would reach out to me within a couple of days. However, I have not received any communication yet, which is why I am reaching out via email. I am unsure how to proceed with returning the item now that the return date has passed. Typically, I would return items in-store, as the store is conveniently located about ten minutes from my home. I am concerned that the store may not reopen at all. I appreciate any assistance you can provide to resolve this issue promptly. Thank you for your attention to this matter. Best regards, A.C. Chalk

I checked the Zara website and saw that my order was marked as delivered, but when the expected delivery date arrived, the package was not at my door. Despite my efforts, I couldn't locate it and reached out to Zara, but without a tracking number, I couldn't contact the post office. After reaching out to the community, someone informed me that they found the Zara package near the dog park. Zara initially agreed to replace the item, but then suddenly informed me that they had decided not to replace it, leaving me feeling unheard and frustrated by their decision-making process.

I placed an order on 10/6/20. Out of the 16 items I ordered, 13 were not received as UPS reported them damaged over two weeks ago. Despite speaking to 5 customer service representatives at Zara over the past two weeks, it was only on my fifth call today that I was informed the case had been escalated to no. [redacted]1. I am disappointed as I haven't been emailed the case number and have not received any updates regarding the resolution. This order cost me over $[redacted], a significant amount for me. I am a loyal customer, but the lack of communication has been frustrating. I urgently requested a full refund for the missing 13 items, but haven't received a response from Zara after multiple calls.

On November 1, [redacted], I placed an order with Zara under Order NO. [redacted]1. The following day, on November 2, [redacted], I received an email confirming that my order had been shipped. Upon closer inspection, I noticed that the shipping address was incorrect. I quickly contacted Zara customer service, and a representative assured me they would update the shipping label to reflect the correct address. Believing the issue was resolved, I awaited delivery. However, after a week, I discovered the package had been mistakenly delivered to the wrong address. Despite numerous calls and assurances from Zara's customer service team that the package had been delivered correctly, I can confirm it was not received at my new address. I have not received any satisfactory resolution or contact from a manager after numerous attempts to follow up on the matter. This experience has left me disappointed as a long-time Zara customer who has never encountered such problems before.

I bought a product on December 9th, but it hasn't arrived yet. I keep receiving emails about delays, with the latest one pushing the delivery date to the 21st. According to the tracking information, it was handed over to the shipping company on the 23rd. This delay has been disappointing, especially since I received orders from another company much faster. I kindly request a 20% refund on the purchase price. Unfortunately, I have been unable to reach customer service via phone or chat. Order number: [redacted]4.

I had an issue with an order from Zara online made on November 27th. The package was split into two deliveries. The first arrived on November 30th, but the second was supposed to come on December 10th and never did. The app shows it as delivered, but it hasn't been. After numerous calls to Zara customer service, they kept promising to investigate and get back to me, but never did. They did inform me they were preparing another delivery, but then said they couldn't process the claim after speaking with the delivery company. I am frustrated with how the customer service team handled the situation. Despite contacting them at least 6 times, I only received a call back today. I am upset about the loss of money and how they are not taking it seriously.

Dear Sir or Madam, I would like to inform you that I returned an item to you on 11.12.[redacted]. I returned everything from the order except for one shirt. I received a refund for everything except the shirt, which was correct, and a pair of shoes. I ordered two pairs of shoes, in sizes 38 and 39. The item numbers are [redacted][redacted] and [redacted][redacted]. Both pairs of shoes were returned, but I only received a refund for one pair. I have already contacted Zara's customer service through the app and was informed that the missing pair could not be located. This is concerning as it amounts to €47.97! Unfortunately, I have had issues with ZARA refunds in the past and I am reaching out to you about this order. Kind regards, H.Y.

I made a purchase on December 28th, and according to the tracking information, it was "shipped" with an estimated delivery between Jan. 3rd and Jan 7th. Today is Jan. 8th, and there's neither a package nor any update on the order. I will be moving next week, so it's crucial for me to receive the package before I leave my current address. I placed the order well ahead of time, and I'm frustrated with the lack of updates and the inability to accurately track my package's whereabouts.

I have an order number: Nº [redacted]8. Originally, I reached out to customer service via live chat to correct a shipping address error. Despite being told the address was correct, they said my order was canceled. When I asked why, they suggested I might have accidentally canceled it while updating the address. However, my app still shows the order is being prepared, not canceled. I want to confirm if it has been canceled and, if so, I wish to undo this as I want to receive it promptly. Your assistance with this matter is greatly appreciated. Thank you.

I ordered the SORONA DUPONT PACKAWAY JACKET in Black on January 8. I got an email on January 14 saying it was on its way. However, when I checked on the 15th, it showed as delivered on the 14th, then changed to the 10th. Then, yesterday, I received an email claiming I returned the item, which I never received. Now, the item is not even on the website. I am disappointed with this service and doubt the item was ever shipped, especially after calling customer service yesterday and being told a refund is being processed. This experience has made me hesitant to order from this company again. Please clarify the situation. My order number is [redacted]5. The delivery address should be Victoria Road Post Office in Netherfield. Thank you.

I am writing to express my disappointment with the customer service at Zara in The Oaks Mall, California. As a frequent shopper, I have encountered several instances where the employees displayed laziness and rudeness. Despite working in retail myself since a young age, I am shocked by the lack of professionalism exhibited by the Zara staff. From rude comments to unclean store conditions, my shopping experience was far from pleasant. The incident where a cashier misled customers about the status of a cash register just to take a break highlights the disregard for customer satisfaction. Moreover, the disorganized merchandise and the cashier's inattentiveness during my purchase exchange were frustrating. Waiting in line while the cashier engaged in personal conversations only added to the poor experience. The overall behavior of the associates at Zara was unacceptable, and it is disheartening to see such disregard for customer service in retail establishments.

Yesterday, on 4/2/[redacted] around 12:46, I bought five discounted dresses. Since the fitting rooms were closed, I couldn't try them on. After trying them on at home, only two were suitable. I returned to the store today, 5/2/[redacted], to exchange them. Unfortunately, I lost the receipt. The assistant informed me that there are no exchanges in Spain, which I was unaware of, and there were no signs indicating this. I've worked as a retail manager in the UK for years and would never have allowed my staff to treat someone the way I was treated. If the fitting rooms had been open, I wouldn't have had to return the dresses and travel back to the store. Despite being a loyal customer, I felt humiliated. I could provide the exact time of purchase from when I paid in cash if needed. Although it was my fault for losing the receipt, I wouldn't have returned the items if the fitting rooms were open. Regards, Julie Green