Zara online issue finally resolved...sort of

A number of you might remember and oh ... over a month ago... I ordered a few items from Zara.com

Normally I have had great results with them -- perfect and quick deliveries and no problems with returns. But I never got this box. 

And they were not exactly easy to deal with. In fact, it took until today for me to get it resolved. I cannot get the items, alas, because they are all sold out. But at least I will be getting a refund. 

And at least I can shop the sale now (if I choose) without feeling resentful and furious. Although to be honest, I'm a bit wary of that, given what happened. 

The items below were the ones I had hoped to try. Oh well. Better luck next time, I guess. 

This post is also published in the youlookfab forum. You can read and reply to it in either place. All replies will appear in both places.

15 Comments

  • Transcona Shannon replied 5 years ago

    I don't know whether to be happy for you or frustrated for you - a little of both I guess!

  • replied 5 years ago

    Oh, my how frustrating. Well at least you got a refund. Though I'm sad to not have seen the striped culottes on you.

  • Marilyn replied 5 years ago

    Well, that just sucks!  I'm happy you got your refund.

  • Jeweled replied 5 years ago

    I'm glad you got your refund, although you missed out on the pieces you had chosen.  Do you feel leery of shopping there again?

    Years ago I ordered $50 of glass beads from a well-known jewelry supplier.  It was my first order with them - and my package never arrived.  I notified the supplier, and they refused to do anything about it.

    So I was out $50 - and I never shopped there again.  But if they had re-sent or refunded my purchase, I would have probably made multiple purchases from them over the years since then, as well as recommending them to other jewelry artists.

  • Suz replied 5 years ago

    Yes, Jeweled - that's precisely it. If they had not refunded my money, I would probably never have shopped there again. As it is, I am a bit leery, but I am pretty sure I will do it! I don't have many options with free delivery/ returns here in Canada, and the fit (on tops and jackets at least) is good for me -- so I doubt if I can give them up. 

  • replied 5 years ago

    Suz, sorry to hear about your crumby Zara experience. I know I would be gun-shy of ordering again from them.
    ...
    I had an excellent experience with Madewell. I purchased a belt (along with some other stuff), and clearly the belt had been stolen out of the box. I called and they immediately refunded my money, no questions.

  • UmmLila replied 5 years ago

    I don't buy that much from Zara, but they seem to have a shipping or distribution location about 50 miles from my house and ship and return credit is faster than anything else but All Saints for me. Bummer on this package.

  • Elizabeth P replied 5 years ago

    That sucks that the pieces are no longer available.  But I'm glad you at least got your money back. Missing packages are an annoying mystery!

  • dakotacheryl replied 5 years ago

    Well Suz, at least this order is done with.

    Did they have a tracking number for your order?

    Those items were really cute too...rats...

  • Suz replied 5 years ago

    Yes, and Purolator claimed to have delivered the package and left it between our doors. Since both of us were home, and Purolator ALWAYS rings the bell, that is doubtful. But, having said that, it was a week of insanity on the street -- tons of work going on at our neighbours on both sides. It is possible it went to the wrong house -- or possible that someone swiped the package. Either way, it wasn't Zara's fault exactly, but Purolator's. Even so, Zara should have refunded the money immediately. I have ordered a lot of stuff from them and they really annoyed me with their attitude. It should be a fight between them and Purolator, not me and them. 

  • Sveta replied 5 years ago

    I am happy it got resolved and sorry you got to stress over that.
    Maybe it was because Zara is European company and not North American so they have different customer policies?
    In any case I hope you still shop Zara as it was a brilliant and convenient source for you in the past. Everybody deserves a second chance!
    And don't mourn those culottes - I am sure you would find the fabric not suited for our summers as I did. They looked cute but did not feel well on. 

  • donnat replied 5 years ago

    It makes me wary. I am glad it is resolved.

  • karymk replied 5 years ago

    Hope it was just a fluke but proceed with caution! The more you order the more you have to lose if something goes wrong.

  • shevia replied 5 years ago

    Hmm. Humbug.

  • annabelle replied 5 years ago

    This is an interesting and frustrating example of customer service. Retailers are (or should be) very aware that a positive problem resolution can go miles farther than generic good customer service, with customers. Quickly resolving a negative experience with a customer builds positive future credibility in a way that just being ordinarily nice and good, never can do. While your experience had a good outcome, it sounds like the roundtrip was well over a month before you were made whole by Zara. I do not want to work with them. There are so many other retailer with a positive customer service reputation: why bother with someone who doesn't care about their customers? 

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