Zara is not refunding my money!

[Beautydiva]

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?

Take screenshots of everything including the app and take it to small claims. Very simple and straightforward.

Would you suggest to wait for bank or just through court claim regardless?

This is why I prefer to shop (and return items) instore!

@Kta7 may I ask what the issue was with Vinted that you got paid?

I've had money not transfer to my bank account as the bank account linked to my Vinted profile was changed-but didn't go through the two step verification they say they have

I've got nowhere with it so am considering small claims but not sure how successful I'll be?

I sold an item and the buyer arranged delivery through Vinted but InPost delivered the wrong thing! Vinted refunded the buyer and tried to wash their hands of it but I’d had no control over the delivery process (order numbers or the like) to be able to pursue it myself.

@LoveLabradors '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.'

I received an item from Zara that I'd never even ordered. When I tried to return it to my local shop (with the tags on) they wouldn't take it because I had no order details (because I didn't order it). I ended up donating the item to my local charity shop.

@Kta7 Thank you so much! I'm actually now opening a small claims dispute off the back of your success!

Would you be able to confirm the address you used? I can see they are registered at 80-83 Long Lane but when I put the postcode up in the GOV website I can't see their company appear at that address in the dropdown.

Sorry to ask again!

Report them to trading standards and shame them on social media. They sound an utter shambles.

@CraneBoysMysteries yes that’s the one. Good luck!

I no longer shop with them due to the nightmare of getting a refund for damaged shower gel, body lotions - they had leaked all over box and seals were damaged - all I kept getting was the sane spiel about ws the outer box damaged and had I washed the items (!) - washed shower gel and body lotion - really

What worked in the end is that I posted their inane WhatsApp responses to me on Instagram and I bombarded them daily on it and what's app with requests for my refund - I got refunded

Zara returns is a complete bloody nightmare. I had to write off £250 in the end. I will never buy anything from them again, ever.

If you're on Twitter it might be worth a mention there, you can also post pics of the items in question or any paperwork if relevant. I was having issues with my bank and was getting nowhere, posted on Twitter and copied the bank in and suddenly I was being bombarded with agents wanting to help me. They don't like being publicly shamed as it's not good publicity.

Bank was not helpful! I tried Twitter WhatsApp everywhere. Inpost sent me confirmation email that the parcel was delivered to Zara warehouse but Zara is adamant that they didn't receive it. I don't know what else Zara wants

No luck so far. Gonna do court claim. Does anyone know zara address? They gave me the Bond Street address but Google says Regent street. Thanks

Sorry, no he'll but they've got lots of companies listed on companies house-it's finding the correct one with the up to date accounts filed!

Could it be this one?

Yes thanks that's the one they shared.

Hi, are there any updates with your refund. Having a similar problem now and want to find out what the best course of action to get my refund. Thanks

I put a dispute through bank, got partially funded. I think zara has blocked my account now.

Thank you for replying. Glad to hear you got some of your money back. Can I ask why they didn’t refund you in full?

Zara are the worst at returns / they 100% stick to their 28 day return policy as others have said, try customer services head office, good luck!

It’s because you posted multiple orders in one parcel. I had a similar issue with Amazon. They don’t even open the returns parcels in many cases, they sell them on to a third party as old stock. So your parcel gets scanned as just one order having been returned and they no longer have the parcel to check what was in it

I don't think it was multiple order issue as Zara said that they didn't receive any parcel.

@skyla29 I was fed up of all the forms I had to submit and after that I didn't bother to follow up on that.

Zara is currently refusing to refund or exchange on a faulty item on the basis that “all accessories are no refund”.

It completely breaks UK consumer law but there is no way to force them to adhere to it.

Surprised you couldnt take a case out with paypal? Ive done it a few times successfully.