Zara.com | Very unhappy mum

[Femke33]

I like shopping but being disabled i shop mostly online and always check the returns policy as a pick-up collection is the only option for me really.

I placed my first order with Zara.com and before hand checked the return policy online and even double checked with a telephone call (I like to be sure) and both stated free courier pick up. Great !

Altough maybe not ... I only ordered 2 items, one arrived (a necklace) completely broken and the other (a dress) was posted out in the wrong size.
I called them up, due to stock levels they could not replace either (altough refused to refund my £3.95 delivery costs).

Anyway dissapointed i arranged a collection via their online system for a pick-up this week. I recieved confirmation of this via email which than required me to "print" my own label. This wouldn`t be a problem if i actually had a printer ... so i contacted them again and they are now saying it is not their fault i do not have a printer so i must now return this personally to their local store.

This is the point where i explain kindly i am disabled, but they seemed not to care about that really. I explain your return policy does not mention one must own a printer to print their own label otherwise this will not be able?

Please do tell me, am I being unreasonable for expecting this to be collected? I have already lost £3.95 for actually getting nothing ...

YANBU the same thing happened to me (different company) and they posted me the label when I told them my printer was broken.

I did suggest to do so, but this is not a service they offer i was told. It felt very much a brick-wall conversation.

How annoying. YANBU.

Phone again quoting rights and name drop mn

You should definitely get your postage back, and they should send you the label.

As a practical matter, I would be happy to print the label and mail it to you if you send me the link or whatever it is I would need to do that.

Companies who do mail order usually send a return label in with the package don't they?

It shouldn't need to be a printed label though - cant you just write the return address and the order code etc?

Thank you for all the replies & the offer eurochick, with that information i called them again altough still no luck on refund of postage costs a senior manager will now call with back tomorrow they said?

I suggested sending a label, but they don`t and I did suggest just writing the returns address but as the print out has a barcode on for the courrier they do not accept this.

Never had so much hassle and one of the costumer service represented even said to me (which i thought was a little rude) you must have atleast one friend who could take it back to the shop for you or who has a printer? Hmmm ... I could not be asked to even reply to that.

Bastards! I'd kick up a massive stink and go as high as you can in the company. Say your cousin's a consumer rights journalist for a national tabloid newspaper and she'd be very interested in this story!

Zara do not seem to have much/any awareness of disability issues IME.

The one accessible/disabled changing room in the Zara in our closest town is used to store boxes. It is physically impossible to get into it in a wheelchair due to the lack of floorspace. There are many non-accessible changing rooms, all of which are kept free of clutter. They were pretty disinterested when I asked about improving this situation -the staff made some noises about clearing the changing room soon/raising it with the manager, but that was months ago and last time I checked, it was still the same. I no longer shop there.

They should certainly be refunding your postage - they've messed up in so many ways and are failing to even recognise that what they've done so far is very shoddy service.

YANBU! - Zara..

YOUR CUSTOMER SERVICE IS SHYTE

I hope they sort it out for you.

Pjone up again, ask for the name of the person you are speaking to etc

This is appalling

Show them the link to this

Zara I will not be shopping with you again unless you do the right thing by this lady

I can't believe they can get away with this. I'm so sorry you've had this experience. I would write and complain to head office and also contact the office of Fair Trading who can advise about consumer law issues.

www.oft.gov.uk

Zara, you should be ashamed of yourselves. I won't be shopping there again unless they sort themselves out. Disgusting behaviour.

I think Zara.com are on the whole absolutely useless. Several months ago I ordered two items; neither was especially good quality so I sent them back. The credit for one item showed up pretty quickly, but 3 weeks on I had to call their support line, and was told that they didn't intend to refund the second one as their notes showed there was a loose thread and as such it wasn't in re-sale condition. It was a Chanel-style blazer...it was supposed to have loose threads FFS. The lady had no response when I asked her why they clearly intended to keep the blazer AND my money.....I guess I finally wore her down because eventually she checked with her supervisor (right) and was told they'd give me a refund "just this one time." I'll never order from them again so it won't matter.

The way they've handled your issue is shocking and frankly I wouldn't let the postage issue go; it's just insulting that it was clearly their error but yet they expect you to pay for their mistake. I hope you get some relief from the senior manager - if not, call their corporate office. I'm sure they wouldn't like to hear that you plan to relay your experience on Facebook or Twitter. The customer service department may not care, but surely someone in their head office will do something.

You want to google "distance selling regs" .
The goods were faulty/incorrect, so of course you are not liable for delivery cost. It is also THEIR responsibility to arrange collection of the goods (good companies like JL would just tell you to bin the broken thing).

You are entitled to your money back on all counts.

I would employ broken record technique in talking to Zara. Also, if you paid by credit card (always wise to for just this reason), call the card people and tell them this sum is in dispute and they should take up any issues on it. Actually, I'd tell Zara I was going to do this, before doing it.

Thank you all so much for your replies, It really gave me to the get up and go to fight for my rights on the telephone when the senior manager called.

He wasnt very helpfull to start with but I did tell him about my credit card company & "distance selling regs" (thank you for the information as I didnt know all this) + that i also put this matter on a forum (which he said was over the top) but soon enough he said as an act of goodwill they will send me a return label for this time only and refund me to postage.

I have all of you to thank for this - Thank you so much, i was so frustrated and now things are solved (well I`ll keep you posted). Needless to say I will not order from them again ....

Thank you all again so much !!!

Well done you. But he is a cheeky sod. "Act of goodwill" indeed. Face-saving more like. Glad you're not out of pocket.

Femke. Cough. I'm going to PM you.

Really, posting on a forum is over the top? Then they should instruct their employees a bit better so that customers don't feel helpless in this type of absurd situation. The only thing "over the top" is their stance that they could ship you any old thing they liked, and broken to boot, and expect you to pay for the privilege of the package of unusable goods to land on your doorstep. Cheeky sod is right. Good on you for sticking to your guns!

I'm glad you got the right result but you really shouldn't have had to fight for it like that. It is appalling customer service.