To never shop at Zara again?

[Avaximitis]

I feel like I've had a terrible customer experience with Zara.
I bought some clothes for my 11 year old DGD for Christmas presents. I bought them online on 9th December and gave them to her Christmas day.
On NYE I was admitted to hospital with pneumonia and stayed in hospital for 2 weeks. I needed oxygen and IV medication and have been very unwell.
I returned home yesterday.
Family visited when I got home and DD gave me 3 of the Zara items back, apologising that they do not fit. Unworn. Tags in place. Simply too small. DD said she couldn't return them to me whilst I was in hospital receiving oxygen, for obvious reasons, so waited until I got home.
I have spent 1 hour today talking on their 'chat' system. They have no customer service telephone number to call, which I much prefer. Anyway I asked for a real person and not an AI bot and was connected to a person. I explained everything and asked if I can return these 3 items. I explained about being in hospital and I explained that whilst I was in hospital I missed the 30 returns date. I explained I got home yesterday evening and am contacting them today at my first opportunity. I explained the items are unworn with tags in place. I have checked, and none of the items are in their January sale. They are all in stock and all full price.
The associate I dealt with point blank refused a return. It is 6 days too late.
Despite them being bought for Christmas present so there was 3 weeks until I actually gave the items to DGD. And despite the fact I have been in hospital.
Not one ounce of sympathy.
No extended Christmas returns period.
No telephone number to call.
No display of understanding of my situation.
A total refusal to accept a return when it is only 6 days late.
I'm staggered beyond belief.
Truly unbelievably poor customer service.
I can't believe it.

Zara are terrible - I made an online order and only received one item, I’ve complained about four times and they keep saying they sent it but they’ve not. Even closed the chat on me twice! I’ve had to raise problem after problem with Klarna about it. Another dress they said they refunded the full amount but only refunded £4.95! Still waiting for the rest of that too!

This.

Take them into a shop (or get your granddaughter to do it). You 'lost' the receipt. They'll give you an exchange or a store credit for the current retail value (you say they're not in the sale so you should get the full amount)

Places are awkward about returns because so many people take the piss - treating shops as free clothes hire places and returning worn items, or ordering loads of stuff to 'model' on Tiktok etc. and sending it back. Unfortunately this penalises genuine people. It was ever thus - this is why we can't have nice things.

I won't shop at Zara either... but that's because their clothes are crap and expensive and the lights in the shop are too bright!

🙄 at the poster who mentioned Gaza, FFS on a thread about returning clothes.

OP, I think Zara are being unreasonable and I would be shaming them into submission.

Once again why are you making this your problem OP? It was a gift. Next time include a gift receipt but otherwise it's the responsibility of the gift receiver to sort it out if they don't like/need the gift surely especially when you've been so ill. Just give them back to your dd

Right under the item on the website they have a question ‘is this item a gift?’ So if you click on that when you order, it gives you a gift receipt. Definitely the way to go for all christmas presents.

I haven’t shopped at zara in years though.

Because she paid for them (and therefore has the receipt).

I think most people would want to take responsibility for a gift if they somehow got the wrong thing - it's not much of a gift otherwise is it?

@MrsJeanLuc
The op has spent 2 weeks in hospital with pneumonia. Is home and still not well. The day she arrives home her daughter arrives with the Zara items and makes it her mother's problem. Why could she not have done all the work contacting Zara?

Ah, yes, you're right.
I was responding to the breathtakingly selfish idea that
"it's the responsibility of the gift receiver to sort it out"

I would have thought most people would expect the gift giver to sort it out. Or else think less of them and their useless gifts.

Of course, as the op is / has been ill her daughter can & should help her with that.

It’s almost as if Zara is using technology to make it as difficult as possible for the customer to communicate with the company or raise any type of query or complaint. But that couldn’t possibly be true, could it??

‘Kafkaesque’ is the adjective that comes to mind)

I can 100% say they will not do it at Zara. They are strict about it. Especially when you can actually go in the website add in your details and they will email you the receipt.

By the time it took you to write this post pout you could have sold those items on Vinted.

Does that include making the account, verifying whatever is needed, taking and uploading the photos, measuring the items and showing the tape measurements, writing a full description.

And someone buying them instantly?

Then buying packaging to post, arranging where to drop off for delivery, paying for that? Taking them to the delivery drop off (local shop or post office).

They have awful customer service and are so strict on their returns! I used to order from them a lot, then over a year I had three instances where I returned items and they didn’t refund them (said they weren’t included in the box) so I’ve stopped shopping with them. Tend to get most of my stuff at M&S now. The staff in store are happy to talk to you. Had one instance of them sending the wrong item and I got hold of someone and had it sorted immediately.

Very disappointing, especially as Zara is still selling the stuff. I have ADHD and am usually beyond the deadline with returning stuff but my returns (never Zara) have always been accepted. I certainly will not be buying anything from Zara online as I will probably also fall into this trap.

If you can, take them into a store tgat has the machine you do your returns from. I did this and got refunded no problem after the 39 days. Just your luck I guess but worth a go! Hope you're feeling much better now 😊

I thought most shops did extended returns for Christmas? The likes of Clark’s, Uniqlo, M&S etc - I bought in November and returned things today and have until the 25th January to do so. Sorry you’ve been unwell OP and hope you’re feeling better soon! P.s I never shop in Zara so don’t have any experience of their returns process.

Hi OP. That's a shame I sympathise with you.

If they aren't willing to offer you a gift card either for returning them I second the Vinted option. Zara sells very well on Vinted especially new with tags. Do you know anyone that uses Vinted? They would perhaps help you out with selling them if you don't have an account yourself. It's quick and easy. I did this for a lady at work that had a similar issue and she got 70% back. I know that's still a loss but better than nothing. Good luck 🍀

So what id do in this situation will be frowns apon but..

If the stuff is still in store full price, go and purchase bigger sizes that fit and then with the receipt return the stuff that’s too small am for a refund

Zara are notoriously bad for returns and customer service. The staff might as well spit on you when you go in store 🤣

Op take the items in store, I am almost certain that they will at the very least provide you with store credit. I had a similar issue and was refunded in store. Good luck!

Avaximitis. Search online for CEO emails. Use to find company name and then scroll to CEO email, or appropriate Customer Services manager in UK email details. Send email explaining your situation and ask kindly for a refund or gift card as a gesture of goodwill due to hospital stay.

Zara are awful when any issues arise. I had a problem with an e-gift card that would not activate. It was like pulling teeth trying to deal with it on their chat system. I insisted that a manager call me which eventually they did. The gift card is now active so can be used it took about a month to resolve it. I left a message on X and got a call which turned out to be a scammer (they asked for my card details as they said they were refunding the cost of the card) so I then had to cancel my bank card and order a new one-never,ever again will I shop online at Zara.