Has anyone else had this experience with Zara?

[Fei1106]

I have had a terrible experience with Zara customer service. Bought an online order for my kids that was supposedly delivered to a neighbour named Florin. All I received was a blurred out photo of a man who I actually don’t recognise from my neighbourhood. After contacting the delivery company, they told me that it was flat 3 who received the parcel, so I went to flat 3 and I can assure you that Florin does not in fact live there and the flat is completely different to the one shown in the photo. So I was advised by delivery courier to contact Zara directly to report the parcel as missing.

I tried several avenues on WhatsApp and instagram and eventually they responded on instagram with an extremely unhelpful response stating that next time I should order the parcel to arrive with signature if I had wanted to receive the delivery.

I outlined that in fact I did not specify the parcel can be left with a neighbour or a safe place. And the parcel was not delivered to the correct address. I also went to confirm with the supposed delivery address to find that there was no delivery. So clearly the delivery courier had sent the parcel to the complete wrong address.

Now I am stuck with over £200 out of pocket, no actual person to contact at Zara and no way to proceed further.

I have attached the exchange.

Contact your bank and email Zaras head office. I have never seen an option online to select deliver with signature

eventually they responded on instagram with an extremely unhelpful response stating that next time I should order the parcel to arrive with signature if I had wanted to receive the delivery.

What a fucking cheek! So everybody just has to take pot luck whether they receive what they've ordered and paid for, do they? Arseholes.

You have my sympathies @Fei1106 , I didn't actually get as far as being able to order what I required. I'm glad now.

Arseholes.

I’ve stopped shopping at Zara all together for this exact reason. I had a parcel go missing and they said I should have picked a safe place for it to be left and as I hadn’t ( is this even an option?) then it was on me. I did a charge back and did get my money refunded. Their staff and customer service are awful - infact their store staff are shockingly rude

Gosh so it appears that it isn’t just me who has had difficulties. I tried to ask for a central email but had no luck in getting one.

I may have to contact my bank as my last option. They also claimed it was my fault that I hadn’t picked a safe place which was not an option to begin with@Notdoingtoobadfor52

I have seen people on IG with the exact same problem too. If no luck on charge back try the Financial Ombudsman - their don't give a shit attitude is shocking.

I wouldn’t order online from Zara again either. I chose a drop off point as I knew I’d probably be at work when it arrived. It was one of their suggested drop-offs. The shop refused delivery (no idea why, I’ve never had that issue with them before) and Zara sent email that I’d get a refund, no suggestions for redelivery. Weeks went by, no refund. In my case the WhatsApp method worked and I got the refund, but what a hassle for something that should have been completely straight forward.

i had a different issue with them about 3 years ago re damaged goods sent - customer service was shockingly non existent with similar ridiculous replies to my what’s app messsage like “ you shouldn’t have ordered damaged products”
after a lot of persistence I received a full refund

As a result of experience I have never shopped there since .

Am I misinterpreting the photo, or did 'Florin' supposedly take delivery through a window??

That's atrocious, @Fei1106. Definitely go as heavy as you can. You could also see what complaints avenues are available through Amazon Shipping:
www.amazon.co.uk/gp/help/customer/display.html?nodeId=GCU8BWGTQNJKQEBS

Btw, signed delivery's no help when the driver's bent. Two of my gifts to my brother were signed for - in his name - by a faceless, untraceable person 😡

Agree with this, lots of drivers lately up to no good.

This is another reason I fucking HATE modern life.

If you paid for it did you use a credit card at all you can do charge back.

Came here just to slag off Zara… their staff are so rude. I don’t know where the hell they find them.

I had a parcel mis delivered and I thought it was going to be a block of flats with a similar name but it wasn’t. Turned out they’d delivered it to a completely random street with a completely different name to mine… no idea how the driver could have got them confused. Luckily the home owner brought them round for me the next day.

I stopped shopping at Zara all together a few years ago for this exact reason. There customer 'care' is non existent and the workers are incredibly rude. My delivery never arrived and they had the cheek to blame me for this. They insisted it had been delivered and in the end did a charge back as thankfully had used a credit card.

Stopped shopping at Zara, Massimo Dutti and all the other Indetix companies due to their links to Israel. My advice, shop elsewhere.

It looks like you’ve already tried their Twitter/X account, but you could try just posting a rant about it (with them copied in), to publicise their appalling service.

@NoGarlic yes I thought it looked like a delivery through the window too which is impossible as flat 3 in my building is on the first floor. So I suspect the driver delivered it to a completely wrong address. Tried the Amazon route but they just referred me back to Zara. They just sent me a final email from a no reply address this morning to say that they will not consider a refund.

Luckily I did pay using a credit card so they have processed a charge back for me and further investigation. though I am a bit worried Zara will try to argue the case and block the chargeback.

It seems like Zara is known to be awful so I shouldn’t be surprised. Lesson learnt for the future

I know people that have had exactly the same issue.

I only ever buy in store or click and collect from in-store.

It's astonishing. How can they say it was delivered to the 'provided address' and 'correct address' when you don't live at the address it was delivered to?

Surely your delivery instructions don't give Flat 3 as an alternative location, since you didn't know the residents?

On top of which, it isn't a photo of your flat or Flat 3. They're lying on both counts. It wasn't delivered to the correct address and it wasn't delivered where they say.

The absolute fuckers. Glad you've been able to do a chargeback, OP.

Report them to trading standards every time. They don't deserve to be in business.

Zara’s messages look like AI or a bot rather than a person. Oddly, about five years ago I had a similar situation with a delivery from John Lewis’s and the messages were very similar. There was never the smallest trace of the parcel but I got through to John Lewis’s complaints department and they refunded my money.

Verbatim this happened to me with zara. Had to do a charge back took months of effort and time wasted to get my money back.

I'd rather roll the dice with some unknown company than ever shop with zara again

I don’t think it’s a window. It seems the delivery driver is a lot taller than Florin and the box is blocking seeing what is lower down behind the door.

But what’s the white plastic door/window frame at elbow height of Florin… and it looks like there’s a grey curtain too.

Haha Zara has gotten us all into detectives. The grey curtain and the lines down his face seems more like a window set up. I have actually walked around the neighbouring flats and checked if anyone has grey/black curtains on the ground floor but no success with that either. They really can’t say I haven’t tried

I had a click and collect to do and then i lost my mum so didn't manage to go collect it. Their suggestion? Ask somebody else to collect it. No I couldn't do that it was too far. I had intended visiting a nearby city and collecting/trying on in store at the same time. Took three months and awful customer service for a refund.