Zara customer service down the drain?

[SaturdayGiraffe]

I'm not alone in this (I've just checked the abysmal trust pilot reviews) but has anyone else here experienced the truly dire Zara CS via chat?
I bought some items in May and the first time I used an accessory it just fell apart. Go online, no phone number, forced onto chat.
Go through all the rigmarole, send a photo of the clearly useless broken item, and they say 'No refund, it's a non-returnable'. I questioned this because it frankly sounds dodgy. 'Check back in 24-48 hours.'
Right.
I wait a few days and check back.
ALL THE RIGMAROLE. Photo again. Explain again. Computer says no. Then suddenly at the end, computer says oh we'll send you a replacement.
I wait.
And wait.
No replacement. They lied. It's not even available anymore.
Rigmarole. Photo. Explain. 'Referred to another team. Check back in 24-48 hours.'
I wait several days. Rigmarole. Photo. 'No refund, it's a non-returnable item. Check back in 24-48 hr.'

I swear, they must be just refusing to refund swathes of people. Surely this breaks consumer law?

On the bright side, for all its faults, I had an instant replacement from John Lewis when they missed something out of a box two weeks ago so it is entirely possible for a company to just not be a bag of .

I have been refused a refund even though the status of the return says the items were accepted back on the 27 th July. The response from the chat says our decision is final. They have the items as the status of the item says but will not refund. Scamming. Avoid this retailer. IThey are withholding almost £60. The bank are helping me exclaim the money. Otherwise it’s the small claim court I will go to. Scammers.