Written on: 06/02/2014 by furbiggles (1 review written)
Zara.com has truly the worst customer service I have ever come across. Never shop with them, it is not worth it. Poor quality items, no quality control and awful awful awful (or non-existent) customer service.
1. I ordered 4 pairs of trousers, paid for delivery, and they took a week to dispatch.
2. One of the trousers was the wrong colour. The only way to return is via their "courier" service, which involves waiting in all day, not being able to go to work and therefore not being paid. For their mistake? No chance. I therefore decided to return the trousers to a shop (Cambridge). The shop told me that because my item didn't match the delivery note (obviously, it was wrong!) they couldn't process my refund on their till. They did say that they could take the trousers and that the online service would process the refund. While I stood there the manager rung customer service to confirm.
I left the trousers as advised, and waited for my refund. A week later, no refund. I called and they said they would look into it. Two weeks later, the same. Three weeks later, the same. As I was getting nowhere with customer service, I opened a PayPal dispute. They ignored that, so I escalated to a claim. PayPal found in my favour, so I though I was fine.
3. As I had four trousers (for work) I didn't wear them all immediately. I discovered that one of them had a broken zip. I know I should have checked immediately, but I was distracted by the wrong item case. I contacted customer service, they apologised, and agreed to take the trousers back and refund me. This time I demanded a postage label. I think you've guessed what happens next: no refund. They claimed to have sent it and gave me a non-existent PayPal transaction ID (I checked with PayPal). I couldn't open another PayPal case on the same item, so I contacted Head Office. Nothing. I contacted the head office of their parent company. No reply.
4 months later, I got an email from PayPal saying that they had refunded me. No apology, no contact from Zara themselves.
1. They messed up on my refund, and clearly hadn't read my emails properly. They actually refunded me on the trousers I had already claimed for through PayPal, so I was up by one pair of trousers! Another mistake, but in my favour this time. I figured that that was my compensation for all of the time I wasted, so kept it.