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.

Hi - what was the address you used please?
I have now been caught out with them with an item that I only got upto my knees as they were too small to get one! I haven't even worn them! I can't believe their customer service but I also am no longer shopping there

After I had a similar experience on a Zara return I will only buy from them in store now. However, they really have got to get their customer service in store sorted out. No matter what branch I go in, whether it's our local one, the ones in London or, quite recently, the branch in Lisbon there are always long queues to pay and the staff seem really miserable. Mind you, all the models on the website look as miserable as sin as well. Perhaps it's the company ethos.

Hi sorry to jump on this thread a few months late but the same thing has just happened to me. I tried two items on, packaged them up and return and they’re saying they’ve both been worn! I’ve asked for an email address or telephone number and have been told the only contact method is via WhatsApp! Could you please tell me the email address you used and how you got your money back please? I can’t afford to lose £60!

I wrote an actual letter, sent recorded delivery to
Zara customer services
Lumina House, 89 New Bond Street, London, United Kingdom, W1S 1DA

It did the trick. I haven’t bought anything from them since either!

Hi,

i posted earlier this month in the same situation as you. I sent them a letter to Lumina House and they STILL rejected it. I complained further and they told me the only thing I could do was to take it to store to show the manager and get their opinion.
I took it to store and the manager looked at it and refunded it.

i just can’t believe that this company are basically making out that we are all dishonest! It’s shocking!!

You do seem to suffer because of the dishonesty of others.

I've only ever bought things in person from Zara, but having walked around their store when nearby on Friday, have to say their choice was awful.

No way would such poor choice be accepted in France or Italy.

Unfortunately my local store is closed for refurbishment due to become their flagship store (which I absolutely will not be visiting) and the next nearest is a 2 hour drive! It’s so unfair when we’re just honest people asking for our hard earned money back!

I’m adding my experience to this thread as a warning to others.
I have been a regular online customer of Zara for many years, and bought lots of clothes for me and my children (live rurally so order online a lot). I have had two incidents with Zara orders/returns in recent months and will never order from them again.
First, a few months ago I placed an order for summer clothes for my 8 year old daughter. Instead of the items I ordered, I received an assortment of baby clothes. Clearly a mix up, these things happen, but the effort it took to get Zara to deal with it and deliver the items I had actually ordered and paid for was ridiculous. It took weeks to sort out. The whole thing took up a huge amount of my time, was very stressful and I felt like I was disbelieved the whole time.
Secondly, Zara have now refused to refund a pair of jeans (one pair refused, of the two I returned as both pairs I ordered were too small). I received an email telling me this with no reason given. I contacted Zara via the chat function on the website and apparently the refused pair are dirty. I literally tried them on for about 30 seconds, right after the first pair. I have no recourse in this situation apparently.
I won’t be ordering from Zara again.

Well I’ve finally managed to get this resolved. Via the WhatsApp chat they were absolutely useless just saying ‘our decision is final’ so I posted a one star review on their Facebook page explaining exactly why. They clearly didn’t like this and asked me to contact them via Facebook messenger. When I did, they told me the items had been worn AND WASHED!!! I explained this could not possibly be the case as they both still had the tags on. I then received a message saying they’d sent them for review and, surprise surprise, they were fine and I could have a refund. My money was back in my account the next day. I’d recommend a long whingy Facebook review if you have access.

Zara are such a nightmare for returns that I've kept a pair of shorts that don't fit me and will try to sell on Vinted... Hoping to get most of the money back that way without a major headache. But I won't buy from them again.

Secondly, Zara have now refused to refund a pair of jeans (one pair refused, of the two I returned as both pairs I ordered were too small). I received an email telling me this with no reason given. I contacted Zara via the chat function on the website and apparently the refused pair are dirty. I literally tried them on for about 30 seconds, right after the first pair. I have no recourse in this situation apparently.

It is not true that you have no recourse. If you CBA, write to their Chief Executive, quoting The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Section 34: they are not entitled to deduct any of your refund, unless you cause damage beyond what could be expected if trying on in a shop.

Yes this has happened to countless people. Myself included! It’s unbelievable. I agree they should be sued. They are robbing people

Just to add. I received Home fragrance products all smashed up and leaking and was given hell on the whatsapp. Royal Mail had to bag up the items and said on the packaging it was received from over seas in a smashed condition. Zara didnt care and refused to look at the photos. NEVER AGAIN!

There was a really interesting thread in here regarding shoplifting and retail theft. It was eye opening and shocking, the level of blatant theft for greed and nothing else. I had enormous sympathy for retail workers and companies having to put up with this.
However whilst reading it, it did occur to me that Zara have chosen to buck that trend by blatantly thieving from paying customers! I can’t believe they are getting away with it!