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Original poster

Zara is not refunding my money!

74 replies

Beautydiva · 07/03/2023 16:15

I sent the Zara parcel back (worth £222) for refund. The inpost tracker said it was delivered on 25th January. But Zara is refusing to refund my money and saying it’s not been been received. Any advices what can I do now?

OP posts:
LittlePinkPill · 07/03/2023 17:32

Chargeback with your bank?

Skyeheather · 07/03/2023 17:34

Email their Customer Services attaching a photograph of the tracking and ask them to investigate where the parcel is. You have proof you posted it, they need to contact the courier company and find out where it is.

EasterIssland · 07/03/2023 17:49

Paid with credit card or PayPal? You’d be protected and can claim it

Kta7 · 07/03/2023 17:53

If you don’t get anywhere by appealing to their common sense, take them to the small claims court - very straightforward, I did this with Vinted recently.

Nousernamesleftatall · 07/03/2023 17:56

They are dreadful for refunds. Look up their Trustpilot.

Original poster
Beautydiva · 07/03/2023 18:51

Thank you for your suggestions! The return is from different orders paid partially PayPal and debit card. I tried disputing through PayPal but no luck. I haven't contacted my bank yet, do you think they can refund ?

I have sent the delivered screenshot and link by chat, email and Twitter and phone but no luck.
I contacted inpost too and they said it's been delivered.
What's the procedure for the court claim?

OP posts:
LadyAstor · 07/03/2023 19:08

I had a similar issue.

I returned two pairs of shoes and a top but they said theyd only received one pair of shoes.

I never shop with them now.

This was using their collection service, not post office so somebody had stolen the shoes.

PillBoxes · 07/03/2023 19:11

I thought you were referring to Zara Tindall for a minute!
Hope you get a good result.

user143677434 · 07/03/2023 19:13

Could it be because there was one parcel containing more than one order?

ny20005 · 07/03/2023 19:13

Your bank wont be able to do anything of it was multiple transactions with mixed payment methods

LoveLabradors · 07/03/2023 19:20

I had a terrible returns experience with Zara. They sent an incorrect dress - I sent it back and they wouldn’t refund it despite me checking with CS and explaining. They treat customers with utter disdain. I had endless calls, live chat and emails. I’m quite convinced they make it has hard as possible so people just give up. It’s really put me off Zara now. I eventually got my money back but not a hint of an apology.

GoodChat · 07/03/2023 19:22

user143677434 · 07/03/2023 19:13

Could it be because there was one parcel containing more than one order?

This does normally delay things, but surely not by 6 weeks?

Unicorntastic · 07/03/2023 19:26

Kta7 · 07/03/2023 17:53

If you don’t get anywhere by appealing to their common sense, take them to the small claims court - very straightforward, I did this with Vinted recently.

Id love to hear more about this, I think Vinted are really dodgy!

I avoid shopping online with Zara as I had a refund refusal several years ago and don’t really trust them now.

squeak52 · 07/03/2023 19:37

I had an issue like this with Uniqlo recently and just kept emailing them saying I would absolutely not allow them to essentially steal my money when the package had been delivered.

I started posting on every one of their social media posts (the same message copied and pasted) stating I would continue to post until resolved. They refunded me pretty quickly after that!

Kta7 · 07/03/2023 20:09

Here’s the link to the small claims court process:

www.gov.uk/make-court-claim-for-money

If your claim is successful, your £35 court fee should be reimbursed.

@Unicorntastic my claim was quite petty, it was just for a £7 soft toy that InPost lost (they delivered some knee-high boots instead!!). But it was the principle as I had no way of contacting InPost directly and Vinted tried to wash their hands of it. I really think these companies need holding to account when they just try and fob you off/ignore you!

Unicorntastic · 07/03/2023 20:59

Kta7 · 07/03/2023 20:09

Here’s the link to the small claims court process:

www.gov.uk/make-court-claim-for-money

If your claim is successful, your £35 court fee should be reimbursed.

@Unicorntastic my claim was quite petty, it was just for a £7 soft toy that InPost lost (they delivered some knee-high boots instead!!). But it was the principle as I had no way of contacting InPost directly and Vinted tried to wash their hands of it. I really think these companies need holding to account when they just try and fob you off/ignore you!

Agreed, I wonder how many times they’ve been to a Small claims? I notice they’ve changed their spiel on the site recently to claim its all private sellers they aren’t liable etc etc, what on earth are you paying buyers fee for then?

good for you!

Kta7 · 07/03/2023 21:02

Unicorntastic · 07/03/2023 20:59

Agreed, I wonder how many times they’ve been to a Small claims? I notice they’ve changed their spiel on the site recently to claim its all private sellers they aren’t liable etc etc, what on earth are you paying buyers fee for then?

good for you!

Show quote history

Quite - and it’s the fact that everything was happening at one remove, I had no control over the postage as it was sorted by Vinted so they had to take some responsibility.

WishingMyLifeAway · 07/03/2023 21:19

Beautydiva · 07/03/2023 18:51

Thank you for your suggestions! The return is from different orders paid partially PayPal and debit card. I tried disputing through PayPal but no luck. I haven't contacted my bank yet, do you think they can refund ?

I have sent the delivered screenshot and link by chat, email and Twitter and phone but no luck.
I contacted inpost too and they said it's been delivered.
What's the procedure for the court claim?

I'm surprised you had no luck with PayPal I got a refund via PayPal for almost this exact scenario.

Sweetmotherofallthatisholyabov · 07/03/2023 21:27

Have you talked to someone to just bots? I've found their WhatsApp chat really helpful but it takes ages to get through to a human

Original poster
Beautydiva · 08/03/2023 10:51

I did speak to one of the manager, after two weeks of waiting, he's seemed quite unprofessional, didn't listen to me and kept on repeating the same thing that they can't refund the money. He didn't have anything to say about Inpost or tracking. He called me twice again thinking I was different customer!

OP posts:
Original poster
Beautydiva · 08/03/2023 10:51

Kta7 · 07/03/2023 20:09

Here’s the link to the small claims court process:

www.gov.uk/make-court-claim-for-money

If your claim is successful, your £35 court fee should be reimbursed.

@Unicorntastic my claim was quite petty, it was just for a £7 soft toy that InPost lost (they delivered some knee-high boots instead!!). But it was the principle as I had no way of contacting InPost directly and Vinted tried to wash their hands of it. I really think these companies need holding to account when they just try and fob you off/ignore you!

Thank you! Is this a smooth process?

OP posts:
Original poster
Beautydiva · 08/03/2023 10:52

user143677434 · 07/03/2023 19:13

Could it be because there was one parcel containing more than one order?

Yes it was.

OP posts:
Original poster
Beautydiva · 08/03/2023 10:53

ny20005 · 07/03/2023 19:13

Your bank wont be able to do anything of it was multiple transactions with mixed payment methods

Argh .. the return parcel contained items from different orders. And most of them were paid by debit card.

OP posts:
Kta7 · 08/03/2023 10:57

Yes v straightforward although obviously no guarantees. I just set out the situation including dates and then heard nothing further until they conceded the day before the deadline - it didn’t get as far as them contesting it as far as I could tell. I had a few screenshots of evidence in case required at a later date but I don’t think I submitted them at the time, just explained what had happened (got a bit repetitive in different sections of the online form). You’ll need a UK address for them, which I think I found on Companies House for Vinted.

Original poster
Beautydiva · 09/03/2023 15:27

Thank you!
I have contacted my bank they have raised dispute, let's see what happens.
The strange part is that even on zara app it says the return parcel was deliveredHmm

OP posts: