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?

Small claims court if you have clear proof it’s faulty?

It literally fell apart on first use. It’s worth less than the £35 court fee.
It’s just staggering that a company this size has actively decided not to adhere to UK law. And I suppose they’re right not to, because no consumer can force them to do so.

You’ll get the £35 refunded if you win your case. Finances permitting, I’d be tempted to pursue it on principle. I was willing to risk £35 to cause Vinted some hassle, fortunately it worked out.

It’s absolutely the principle of the matter. Funnily enough after 4 attempts to get anywhere, since complaining on here they’ve responded with a request to return it…

I used the crashy Zara app chat the first 3 times (there is no phone number and you receive no log of the chats, no CS agent name) but whatsapp today. So if anyone else is tearing hair out try whatsapp as at least you’ll have a log of the conversation.

Glad you’ve made some progress, hope you get a resolution without resorting to small claims but it’s not too much hassle, just a long form.

Bizarre!

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

OP I think this is your best bet.

Post of a summary of what happened and a photo of the tracking evidence. Write politely but firmly.

If this plays out in the public eye you will likely stop getting fobbed off.

Hello,

did you ever end up getting a refund from Zara?

There is no trading standards for the public and hasn't been for a long time. The format it exists in now is concerned only with going after people selling fakes (which my be either dangerous eg fire risk electronic or means people not paying VAT on a real one that costs more). If you try to contact trading standards you'll be redirected to "consumer direct" who will tell you how to raise a claim in small claims court

Fingers crossed for your refund OP 🤞

I tried different social medias but Zara didn't help at all. And top of that they blocked my account because I got partial refund from the bank.

That's shocking behaviour from them OP thanks for the heads up to never shop there

Awful service. Will avoid.

I'd bring the small claim for the outstanding sum. Fuckers.

I can’t believe Zara won’t give me a refund on two items they are claiming they haven’t received even though it’s showing return accepted on the 27th. I just cannot afford to lose almost £60. What can I do.

I thought I was getting a bargain now I’m almost £60. Pls everyone you will have a battle. Ur happened to my friend last week as well. Daylight robbery 😭

I am so so upset because i need that money. Now I’m in debt because of it 😭

They just keep saying our decision is final. I even begged them but they just wouldn’t have it. They have literally stolen the little money I have from me 😭😭😭

How did you pay?

If you paid by credit card your bank may be able to do a chargeback for you

Hi yes I paid on my credit card. I have been onto my bank and they have said I’m to wait until the 12th August and they will step in. So fingers crossed a little hope there. Thanks for responding.

Did you talk to ZARA via their WhatsApp, I find that’s the best way of getting through with them?
send a message on WhatsApp with your name, order number, address and email. Explain your return has been accepted but you have not received a refund. Send screenshots of the items returned and a picture of the postage receipt. Ask them to investigate and process your refund.

Yes I have done all that. Many many times. But now today they have refunded but they have refunded £10 less than I paid. I have never paid £9.99 for I dress that I returned I paid £19.99. Now they are saying they want a screen shot of what’s been paid in my bank. It isn’t showing yet But don’t want to screen shot my bank account details. The confirmation email clearly shows I’ve been refunded the wrong amount. It just goes on and on but at least now they are owning up that they have the items i returned.

Do they deduct money to cover return postage costs? (Although £10 would be steep.)

No I’ve already paid the £1.95 to return unwanted items. They actually have sent a picture of the dress I returned with the price £9.99. It’s clearly been reduced further but I returned this dress in the time frame when I paid £19.99. It would have been nice to pay £9.99. But no they have given me a refund for the price if it is now, not the price I paid. Another scam. But not backing down. Yesterday they were saying that the refund would not be honoured because the warehouse couldn’t find it. Even though the status said it had been accepted back. Then wow, because of the stink I kicked up they now “have found them”. But not at the price I paid. Will never shop there again. That’s a fact. Now they want a screen shot of the amount paid back onto my credit card which again I have to wait because it was only done today and it’s not showing yet.