to feel SO badly treated by Zara. Unsure what do next. So CROSS!!

[thisislovelyme]

I am so angry about this but no clue what I should do next. I've been so badly treated and Zara are now ignoring me...

26/11/19 I place a £200 online order with Zara. A mixture of Christmas presents and stuff I use immediately. Most is perfect. Two presents I need to take back - one for a different size and one for money back.

30/12/19 I go to my nearest Zara to return the items (over an hour drive for me). Manager tells me she cannot do an exchange or refund or anything for me as I have gone over the 30 days since the order. (I later find out via customer services this is wrong and the extended Christmas return period meant she should have refunded me). I tell her I want to make a complaint and she gives me an email address.
31/12/19 Email Zara as advised by the manager.
Wait for reply to email. (unaware that I’ve been given wrong email address)
Mid Jan call Zara customer services to ask why no reply to email. Lady explained the email address is no longer used but she can see my email and will forward to head office (or someone) and they would reply to me.
I wait and wait for a response.
6th Feb I call customer service again. Am told there is no reference to my January telephone call. He agrees I was wrongly treated at the shop and they should have accepted my returns. But then says Zara won’t do anything about it because it has been too long since the incident!! Gives me a new case number and says no managers available to speak to me but I am down as a ‘manager inbox request’. They will call me 24-48 hours, Friday at the latest….!!
I am still waiting... they are clearly not going to call.

So what do I do now? I guess I can prove my phone call in January if I go through my phone records? Should I just call customer services again with this info or I am just wasting my time with them?

Grateful for advice - I am not going to drop this!

Zara are shit. Terrible customer service.

I ordered two pairs of black heels last year, delivered to my work address. Neither fitted so I called zara and arranged for their courier to collect them next day.

Next day arrived and I handed the box to the courier and signed.

Heard nothing for two weeks so chased. They said they’d investigate. A few days later, zara credited one item to my account. I called to find out about the other item. They said the package had only contained one item. They basically accused me of lying. They fobbed me off by giving me another number to call. They said the same thing. So i paid £130 for something that was stollen.

Sorry by saw it was £75 I’d still wrk that off. It’s not worth all the hassle

Write*

Fuck that £75 isn’t just something you right off!

Don’t know what the answer is but seems like you’ve been treated like shit by them OP

Aarrghh

*write off

I know this is a Zara thread but i just wanted to chip in and say Pretty Little Thing has been awful to deal with for 2 of my older DDs recently. Went on for what felt like months! In both cases they were saying a delivery had been made when it hadn't. In one case (£200 worth of clothes) when it was proved the courier had made the delivery to the wrong address at one point PLT somehow expected my DD to have physically retrieved the parcel WITHOUT having the said wrong address revealed to her!! Bloody madness.

Zara are awful.
I bought shoes that fell apart after one wearing. I returned them the day after buying them and they insisted on getting them repaired by their cobbler, even though I wanted either an exchange or a refund, but they were very pushy and swore that this cobbler would work miracles. I collected them a week later with a great lump of yellowed glue holding the strap to the shoe. I put them on, walked to the door, and back to the counter and in that time the strap came off. They then refused to refund them as they had been repaired so we’re no longer in saleable condition
I did eventually get my refund (a much longer and very tedious story) but there is no way I would ever buy from them again.

I had something similarly irritating happen to me before ( not quite as bad as yours though) . I ended up posting it on their Facebook page and somebody sorted it out the next say

To all the pps wondering why I took so long to return the items (worth £75) was that they were Christmas presents! 30th December was the earliest I could make it to the nearest city. I think that's reasonable!

Thanks very much for the resolver tip to those who recommended - I will look into this.

And also the Guardian complaints page - ditto!

Ooooh @Kisskiss I need to do the Facebook page too, you've just reminded me!

Sounds like I'm not on my own here with crappy treatment from Zara. It's infuriating that they think so little of their customers. Once we have handed over payment we are of no interest to them whatsoever.

Have recently experienced really poor customer service from Zara. You have my sympathy!

I ordered load of clothes from Zara for me and DD. Big box arrives, all sealed with plastic. I open the box and two items are missing (the most expensive, natch).

They fought tooth and nail to insist the items had left their premises (they hadn’t. The plastic was intact when I got it, and clearly hadn’t been tampered with en route). Said they had counted stock and didn’t have any spare items (no, because one of your employees trousered them, you fools!). All bit accused me of lying to get a freebie. Apparently all my previous £££ of orders meant nothing.

I went ballistic, and was like a dog with a bone, took it higher and eventually they agreed to refund me ‘as a gesture of goodwill’. It was stressful, but I was incensed and was going to win at all costs.

They lost hundreds of pounds of business per year from me that day. The prats. I’d never risk shopping’s there again.

An effective method is join twitter (2mins), and send a direct tweet to @zara or @csZara or post it or add mumsnet twitter to the conversation and they'll have lots of followers that Zara wouldn't want to mess with. ANyway, sounds complicated but you'd definitely get a refund on above method

What is the GDPR @miri1985?

I've found the phonecall in my records so have the exact time it took place.

I've posted on the Facebook page so will see if that gets me anywhere.

Called customer services again today and told that a manager really will call me back (!!). He also told me that a note on my file says I'm not to be refunded under any circumstances as I left it too long to complain.

I tried a Zara cardigan on once. Expected to look gorgeous in it.
The sleeves were so long I looked like an orangutan.
Never bothered with them since.