Zara- no refund!

[Okaydonkey]

Has anyone else been hit with the Kafkaesque Zara no refund policy.
I send back two items, one item Zara warehouse have decided to decline a refund as it’s unfit for resale. It’s been worn apparently.
So I reply with actual evidence that I picked up the parcel and had it packaged up to return and accepted by Royal Mail to return within 22 minutes.
I’ve just spent ages with them going around in circles. Apparently it no longer reaches their health and hygiene standards🤢

So goodness knows what I’ll get back. I’ve just written to head office. I’m absolutely going to small claims.

Has anyone else been hit with this?

Obviously, I will no longer shop there. So my bank account will be happy.

It might be that Zara have made a mistake but it's perfectly possible to cause a garment to be unfit for resale in far less than 22 minutes so I don't think your evidence really counts.
Make up stains
Deodorant stains
Blood
Something that was on your hand...
Pet hair from where a garment was laid down for a minute...

I had real issues getting a refund a few years ago but they didn't accuse me of wearing the clothes, they just never refunded me and after 2 months of them 'looking into it!' and 'being passed to the relevant department!' on their supposed customer service I initiated a credit card claim through my bank and got my money back that way. Did you spend over £100? You could try that. I don't shop with them anymore after that.

No experience, but I recall reading a thread a few weeks ago about Zara returns horrors. Scroll down and look at similar threads list.

Yeah, I definitely didn’t cause damage. It was a parcel of 2 items, both were tried on. Neither were damaged.
I’ve not had a specific answer about what the damage actually is though.

Trousers so no deodorant, don’t wear make up, menopausal so not blood! 🤢 No pets.

I don’t even know why I’m defending myself- I’m both furious and horrified to be accused.

Don't they have to refund under distance selling rules?
They can't prove you damaged the item and more than you can prove you didn't. Maybe someone bought and returned it before and their returns dept missed the damage, since they've sent it out to you in unsaleable condition?

Also you could try reclaiming via your bank as that's sometimes possible

Yes, the burden of proof lies with them.

I know that it is unlikely to happen with Zara being a global business, but I would not be unhappy to see them take a real hit. The arrogance, greed and utter disdain for their customers is shocking. From dirty, grubby, chaotic stores to miserable and rude staff along with huge queues. Then online we have the issue of all over the place sizing which we now have to pay for the privilege of sending back to a growing issue of lack of refunds. I’ve not shopped with Zara for months now after the last work dress I bought from them fell apart quickly and from my own refund issue which took a lot of stress and time to resolve.
Time for the paying customer to start boycotting them I think until they learn to value customers and make better quality clothing again.

This with bells on, it’s rubbish in store!! I don’t get it.

Zara has always been shit imo. I found one nicely cut jacket back in about 2009 . But even back then the shops were like a jumble sale - not a nice retail experience at all.

Thank you for the advice- will definitely use it.

Usually I return to store, so irritated I didn’t this time.

Paid with CC and under £100 so they aren’t interested.

Just had (my final ever!!!) item delivered from Zara. Crumpled, creased, pilling on the inside. Strong chemical smell. It is an item that’s been sold out and come back into stock. If I return would the warehouse accept it?

I’ve documented this as further evidence that items don’t always reach us in perfect condition.

I will see what head office say, wait to see if the rejected item ever reaches me and continue on.

They’ll get bored of this issue before me.

I've heard a few horror stories about Zara returns lately including one on Mumsnet recently. I won't order from them

Good luck, OP. There isn't a tonne of case law on this, AFAIK, because it's a reversal of the usual scenario under Consumer Law - usually it's the customer trying to prove that goods were faulty at delivery. However, there is a general principle that "he who asserts must prove". If they are claiming that the goods were unsellable on arrival back, then I would be asking for proof of that.

You could also try shaming on SM. Annoyingly, it often works when all else fails.

I haven't got anything from Zara since after covid as every time I've gone in there, their queues just put me off from buying anything. I've tried quiet times as well and left the items back where I found them and just walked out without bothering many times because of the queues. I no longer bother going in there now at all and no longer browse their website. If their shops are like this, their online dealings must be worse.

I've had this a few times with Zara. Silly me kept going back to shop with them. No more.

Have you contacted credit card. Ask for a dispute claim? Do they not do this under £100?

It's the Zara staff that I can't stand!
They're all incredibly rude and obnoxious.

Updated!
I sent a stiff letter to Zara h.q. They’ve asked me to re return and they’ll refund.

I also read an interesting piece in the weekend papers, saying how all companies are desperate to curtail the clothing returns they get as it’s extremely expensive to process. Zara was one of companies quoted.

Good. Glad you're getting it sorted

Pre-covid/Brexit I used to find their service amazing. I no longer shop from them AT ALL because their returns have become cumbersome and obnoxious.

Totally agree with LoveLabradors.
I've never really understood the Zara love but anywhere that's likely to make returns hard work gets a no from me.

I read that too and I think it's ridiculous. The online selling model means that lots of returns are inevitable. I always order two sizes to check which will fit best, plus lots of things just don't fit well or look nice on.
They need to build that into their model.

Uniqlo is another shop I rarely buy from anymore because they change for returns. I still buy their merino because it's good, but everything else is unpredictable in terms of shape and fit.

Hi, I have the same issue, Zara has sent back two dresses claiming I have marked them when I didn't even try them on! I have been in discussions with the customer services via WhatsApp and phone and they are NOT interested at all. Did you have any luck your end?

You are entitled to a refund, and the burden of proof for proving that you caused the marks rests with the retailer.

There is a template letter here