I ordered three shirts from Zara for my husband. We received them and one fit and the...

GetHuman-thornbru's customer service issue with Zara from May 2019

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The issue in GetHuman-thornbru's own words
I ordered three shirts from Zara for my husband. We received them and one fit and the other two were too small. There was not return label provided and the exchange part of the website was not working properly so I called customer service to work out exchange. The CS rep told me he was unable to do an exchange. He said what I should do is purchase the two shirts in the right size and then send back other two as a return. I had put them right back in the package after husband tried them on. They also still had the tags on them. They immediately returned them and said they were not returnable because they were worn and they smelled like cigar. Neither is the case and I am very angry about this. Both shirts are perfectly fine. They were most certainly NOT worn and they do not smell of anything. I am upset for two main reasons, they could not*did not process as an exhange. And they are now trying to get out of refund by saying they are not returnable. Also, all of this was done within the matter of a couple of days. I want them to take shirts back and give me my refund. I will likely file complaint with BBB. I can't even get anyone to talk to about this. Also researching other ways of filing formal complaint against Zara and I am not against contacting attorney to take this even further.
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Zara

Customer service issue
Reported by GetHuman-thornbru
May 20th, 2019 - a mon ago
I have an issue with Zara too
Not resolved
Seen by 5 customers so far
Similar issue to 756 others
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GetHuman-thornbru started working on this issue
May 20th 4:02pm