T S.

Awful experience with Zara's customer service.

I used their online tool to determine my size according to my height and weight and I came out to be a large size (weird because I always wear medium). Anyway, I went with it, and of course, as soon as the items arrived (6/2/20), I realized they were too big.

I packed everything back in the original packaging, along with all tags, and returned the items on 6/3/20. According to USPS, my return was delivered on 6/10.

Ever since then, I've been reaching out to their customer service trying to figure out what's the status of my refund. I chatted with their agents 3-4 times so far for about 40min each time (because it would take them 10min to respond). Each time, they would ask me for full info about myself and the items that I ordered. NONE of the agents were able to give me any information about why my refund was late. They kept repeating "wait 10 business days for your refund" even though it's been WAY OVER 10 business days and their refund processing time was long gone?! It seemed like I was chatting with bots. One time, an agent was even trying to convince me that their 10-14 day return processing timeframe begins not once they receive the items but once they inspect them?! What? I know that's completely not true, but I can't even believe a company as big as Zara is using these lame tactics.

I was promised twice by two different agents that I would receive a call from a manager within 48hrs, which never happened of course. I wrote to their customer service on facebook and instagram - not a single response.

Since I lost all my patience with those online agents, I went to a store to see if they can help out somehow. The manager was shocked with how bad the online customer service was, she confirmed the refund processing time passed by (you should have seen her face when I said I was being convinced the time starts once the items are inspected). But, she couldn't help me, because they have nothing to do with online purchases.

Anyway, I reached out to my bank and started a claim, as I realized I would never be getting money back from Zara. I understand companies are overwhelmed right now, but lying and stealing from your customers is not a way to go.