I ordered some clothes online in the coronavirus era where stores are closed, I am a regular zara customer for me and my child for years but never online before. For some bizarre reason my laptop autofilled a partly wrong address to the delivery which has not hapened to me before and I did not notice. When I got the receipt I noticed straight away and tried to get in contact with Zara to chage the address. This proved impossible. The call centre is closed. I used the online chat and the person on the other side said there was nothing he could do and to wait to miss the delivery first and then contact them back. He was clearly trying to get me off his back. When this hapened, I tracked my package and it was indeed delivered who knows where, I went to the chat again and I had an awful experience. I had to go through the whole story with 3 different agents none of which helped me at all, but told me to get in touch with the courier myself, which is obviously wrong as the courier is employed by them and would not have anything to do with me. Courier is Royal Mail btw. I have been on the phone to them for an hour in the queue, and no answer. Meanwhile I know they wont do anything because its not their fault the address was wrong, and it is of course my fault but it can’t be that there is no way to amend an order and now I lost 65 pounds worth of clothes at a time when I really cant afford to throw money in the wind, these were presents to my son and me from grandparents who live abroad and could not visit so it’s doubly heart breaking how non-chalant Zara were about this and pretty much told me ‘tough’ despite me having done all in my power to address the issue. I asked for the complaints procedure and they would not even give it to me. I have spent numerous hours now on the chat and the waiting to royal mail to no avail. I am genuinely shocked, appalled and saddened. Even the much hated Amazon sorts out everything for you every time. I will not go near zara with a barge pole again and will escalate this wherever I can. Horrible chain
Zara Espana, S.A.
Spain – 15142