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.

How can they keep saying it was delivered to the correct address but also that it was delivered two a neighbour? The two things are surely mutually exclusive?

when I had an issue with Zara a couple of years ago, I tweeted them and they sorted it. Not sure if that would help now

I'd say that WhatsApp was a bot, keep trying till you get someone who seems like a human. You need to be relentless. "I don't understand."and keep going back to no this does not resolve my query. Short sentences because it's not a human reading them.

This is not my neighbour over and over again.

If it’s a bot you can tell it “talk to a human” “live agent” that sort of thing.

But Zara cs has been rude for years. I remember buying linen bedding from them that ripped after two washes. They told me it was my washing machine and wouldn’t refund.

Wow. My daughter actually wanted some Zara stuff for her birthday in July but no way am I ordering that now!

They're operating against the law here as their comms even says it wasn’t your flat, it was flat 3. If it wasn’t delivered - with proof - into your doorway then they legally have to refund.

Fucking cheek of them

Yeah I just replied to Deliveroo with the same message over and over - copy and paste - and the bot eventually cracked and refunded me.

Try these (pics to come once approved

Can’t the delivery co tell you where the driver was at the drop off moment?

Some balloons for my goddaughter’s birthday went astray. DPD claimed they had been delivered, providing a photo of the outside patio similarly to this situation. However they were also able to state where the drop off had happened - unheard of address - and they sent the driver back there to pick UP the balloons and deliver correctly this time.

Ooh, can I join in the Zara hatefest too?

Once ordered a dress, briefly tried on and returned. They claimed it smelt of perfume and that they would return it to me and no refund. I do not wear perfume. I told them this. They repeated it smelt.

When it arrived back it did not smell of perfume. Or deodorant. It smelt of new dress. It was also the most expensive item among a few that I had tried on at the same time, the rest of which they accepted

I complained. They said take it to a store to prove my case. It was during covid and I couldn't. They blanked me.

I opened a dispute with PayPal and got my money back. Took a few months though.

Bastards.

You should get your money back as Zara didn't even dispute my claim.

I have tried this route with the delivery courier directly but they were the ones who then told me that if I am unable to locate the parcel as shown after 48 hours then I should report to Zara as lost. I had assumed it would be pretty easy to trace down the specific delivery driver but then I guess they have very little care over it as they aren’t the ones who sold the goods

I contacted them through various routes and I think at one point it wasn’t a bot as there was a name for an agent, they said they’d pass the information to management for further investigation. Then supposed internal investigation emailed me 1 hour later to say the decision is final and no refund. I think they just do not care.

I had an issue with them re: a gift card that I could not activate. It was a nightmare trying to get the issue resolved so I put a message on their X account. I received a DM asking for my phone number which I then received. However, it wasn't Zara that called me -it was a scam-they tried to take money from my bank account so I had to cancel my debit card. Please beware and make sure you are dealing with a genuine Zara rep (that's if you ever get hold of one!)

OP, just a thought. Is there a town over from you that has the same street name and it’s been delivered there? I live on a road that leads to a bigger town and my street is named after it, as are a further 2 streets in neighbouring towns that lead to the same place. We’ve had so many mix ups with our stuff going to the other houses and vice versa.

I’m not sure if it’s me, but that delivery photo looks like a window.

You need to ask for the email or address to write a formal complaint. It’s important you tell them it’s a formal complaint. Under consumer law, delivery alone is not acceptable. Otherwise they could deliver it to anyone. It must be delivered to you or someone you ask. As you aren’t “florin” nor did you ask him to take your parcel: If you don’t have the parcel, they either refund or send a replacement.

In the complaint, mention you will be seeking to go through your bank . Martin Lewis has a good write up on his website about delivery/consumer rights .

I had an issue with Zara years back. I always ordered my son's clothes from them and spent a good few thousand pounds with them. On this one occasion I had an issue where some ecru trainers had turned yellowish after getting wet in the rain. The customer service person kept arguing that was normal and would not refund me. I ended up having to do a charge back through my bank but I could only dispute the whole amount as id brought other stuff aswell. The bank issued my money back but Zara actually blacklisted me and I was never able to buy from them again unless I paid them back they said.

Zara support genocide so I think that’s a bigger reason not to shop there. I never have and never will.

One option would be to take a photo of the alleged delivery place if your neighbour is okay with that and send to them stating the photos you
have taken versus the courier company clearly show different locations.

I note the spelling "neighbors" from them which suggests its either a bot/outsourced abroad rather than a CS rep in this country. They probably just automatically refuse all requests for assistance in the hope that some people wont bother chasing them up.

I doubt they'll bother to contest the chargeback - they seem to be on the "least effort possible" route.

Thanks OP, I'll not bother ordering from them now! Another one to add to the list along with river island who said my parcel had been delivered to my "shed" while including a photo of it in the inside of a bin...whose bin is still a mystery to this day....!

Go to your bank app and start a refund for the charge. They will just do it for you

Won't be shopping there again after similar happened to me and a friend within the same week.
Shocking behaviour from their staff.

This is awful! I get all my kids clothes from next, evri recently delivered a parcel to the wrong address which I couldn’t locate and next immediately refunded the money.

I know it’s not helpful to you right now but worth knowing for future use.

Hope you sort it.

@Fei1106 your real name is the final screenshot, I've reported it but you may want to request to have it removed (3 dots menu, report).

I’m fed up with companies taking money, not providing the goods and hiding behind chat bots when you try to complain.

I can’t see a name!