Extremely bad customer service

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Zara Online - www.zara.com
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Larissaq402's review of Zara Online - www.zara.com

“Extremely bad customer service”

★☆☆☆☆

written by Larissaq402 on 21/03/2016

It is the second time since the beginning of the year that I have to deal with Zara's extremely bad customer service after receiving the wrong items in my orders.

First of all, there is no easy form on the website that can be filled in when you have a problem with your order. If you want to do this online instead of losing time on the phone, you basically have to email them and fill in yourself all the details of your order, ie the system doesn't even generate an automated email including the faulty order number: you have to re-write everything which is absolutely not efficient and highly surprising for a company that big.

Then it takes at least 3 days to Zara to get back to you. When they finally do, they don't even mention your order number in the email they send you, and you do not have the possibility to just reply to this email to follow up on the problem, you have to start it all over again.

And that's not it. Basically, when Zara makes a mistake and delivers you (1) someone else's order (happened to me once this year) or (2) the wrong item (eg adult jeans instead of a 3-year-old hoodie - also happened to me once this year), they expect YOU to take all the necessary initiatives to make up for their mistake.

For example, in situation (1), they basically demand that you go to UPS to return the wrongly delivered package (they don't even offer to have UPS call you to schedule a pick-up, you have to ask for it and take care of that yourself), and they won't send you your order until they receive the package they sent you by mistake. And guess what? Once you return the package (after spending hours on the phone with them to make sure you get the right UPS number for a pick-up that UPS won't charge you), they tell you that none of the items you initially ordered are available now. So basically, because of THEIR mistake, you don't get what you initially ordered AND they keep your money during the whole 2-3 weeks of the process. 

In situation (2), where they sent me the wrong item (namely a pair of adult jeans instead of a kid hoodie), here's the instructions I received:
"Once the order has been shipped back, we kindly ask that you contact us with the tracking details so a replacement may be sent." So basically, not only are you supposed to take care of sending the item back (again they don't offer a pick-up, you have to ask for it), but also they expect you to contact them again with the tracking details to have the original item you ordered delivered to you (assuming it is still available). And as in case (1), they keep your money all the while.

Congrats Zara on having the worst customer service ever. I am slowly but surely quitting buying stuff from you.

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