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.

Surely if you order something to Flat X. And you arent in then it should go back to the depo if you havent nominated a neighbour or safe space.

Even if it had gone to Flat 3, thats not your Flat so it wasnt delivered?!? Who exactly is Florin from 3 when its not a neighbour, that could be a picture of anybody. Id write a complaint and post it under all their SM pictures. Copy and paste it all over til someone responds

And id raise it with the bank

Thanks @Fei1106 et al for reporting this.
I'll make a point of never shopping with Zara.com & hopefully they'll be reading this thread & shake their ideas up.
I'll also add 'Debenhams' - please check reviews BEFORE ordering anything. Currys customer service is also poor.

I honestly will never order from them again now - this is shocking and so stressful. And bloody illegal behaviour. Disgusting from such a large business

Yes I would raise a complaint and say the photo clearly shows the parcel being passed through a window (you can see the locking mechanism on the bottom of the frame) which is not flat 3 as its first floor.

Didn’t we have a thread last year about Zara’s hopeless customer service? I won’t shop there because of that.

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

This might help

MNHQ was quick to remove it, just after 9pm.

I was eyeing up a few things on Zara online but won't be buying now. Don't have time for all this hassle!

i really don’t understand why parcels are now ok to be delivered to people who aren’t the name on the parcel. Previously you would have had to go and collect from elsewhere. Now it seems it’s ok to deliver to anywhere!!
what’s the point really..

I would go to the police with the photo of the person and say this person has stole from you. I would also post that photo on local fb group and ask who this is as they have your parcel and it’s been stolen.

I would then write an actual letter with all this included and I would post it recorded delivery to Zara head office. If they did not reply I would go to the small claims court!!!

Add Decathlon to the list. Click and collect orders - no problem.

But l wanted to ask about a Marketplace order, which is a non-decathlon product.

Couldn't get through at all... no response to whatsapps, FB messages, email or Instagram.

I would post on your local fb group, ours is pretty good at identifying locations and blocks of flats although there’s not much to go by in that photo. “Florin” might see the post and contact you, if it was actually delivered somewhere around your neighbourhood.
I would also check if Zara is on Resolver, I’ve had good experiences going through there when I’ve had a problem with a company and can’t find an email address for any humans

Zara have the very worst customer service, I never order from them anymore, they don’t give a shit.

Sorry you are so much out of pocket, they are a disgrace.

Thanks for all the advice and everyone’s input or just a little rant alongside!
I had already asked in our community group too and nobody seems to identify

But good news is after persistent messaging and bringing in threat of some legal action with consumer law and citizen advice, Zara has finally agreed to refund/replace the items.

So thank for everyone’s advice and for future reference if anyone encounters similar situations!

I returned a jacket and changed for a different size. They said they never received the jacket despite proof of postage and I was £75 down. They refused to respond via email and it was such a distressing time in my life to lose the money

I wonder whether they'll do any better delivering it the second time?

Yessssssssss I'm so happy for you! They depend on people giving up at the first (and second and third and fourth....) hurdle!

Evri have used stock photos as proof of delivery, I assume other couriers do to.

Good job getting a replacement!

Sara are completely liable until you receive the goods. They are not allowed to fob you off to anyone, basic consumer rights