kim a.

Ordered 2 wigs from them. I made sure I read their refund policy because I was certain that I prob will be returning 1 of the wigs.
Time for return, I made contact with them within 4 business days, and mailed it back in time.

Two weeks later, I see the wig I returned has been mailed back to me. I opened it and the wig is in its wrapping and all they wrote on the receipt was "NO". No other explanation.

I emailed to resolve the matter and that's when they started weaving their web of lies.

1) They claim it was not shipped back in the original condition and can not be resold. - Lies.
I inquired further and they told me that I had not included the net for the hair in the package.

BUT the returned wig they shipped back to me had a hair net on it. So who put that net there? Granted if I sent something back in damaged/poor condition, you can convince me better if you sent it back the way you received it. You don't "repair" it and send it back to me. Where is the proof it was ever damaged?
They claimed "they" placed the hair net back on, in order to send it back to me!

How does that make sense?

2nd lie- They claimed I had placed a wig cap ON the hair instead of a hair net
Now we all know how tight wig caps are. I purchased a full wig. How in the world and why in the world would I jam a full wig into wig cap and send it back?

I exchanged several emails with them and it just seemed like they wanted to embellish and speak alternate facts.

Wish i had read other reviews of their customer service process before ordering from them. Buyer Beware.

Horrible site with equally horrible customer service. I whole hearted DO NOT recommend. Save your time and money.

I was a loyal shopper of Zara online for years. I bought some items last month which I made a partial return. They claimed they never received 2 of the items I returned. They "searched" their warehouse and then said they would close the case.
After years of MY loyalty, I am shocked at how they could just shut me down like this.
When I returned the items I noted these 2items were not in the paper receipt in box but I noted them as being returned on the online return request. Honestly I think they have a thief/dishonest worker in their warehouse.

UPDATE- 8/2015
I escalated my complaint to corporate as I was still bitter with the experience esp since I knew I wanted to continue my shopping relationship with them but for that to happen this situation needs a resolution that I find satisfactory.
Luckily, through my letter I was able to get my deserved refund. Now all is well.
So I add some stars back to their rating due to the (actually prompt) response from the headquarters regarding the matter.