Eeek. Terrible customer service and cheap, low quality clothing. My situation: I requested to return a faulty item at the start of the Feb – a pair of socks that had shrunk, bobbled and become unwearable after one cool water wash. I was sent a return label by Zara and I posted the item on the 5th February. According to the tracking it was received back to Zara 12 days ago. Seeing as 12 days had passed and I hadn't received an email or refund, I decided to contact Zara today to investigate further. The chat function wasn't working so I sent a message on Facebook instead. I sent all details of the return and original order, a copy of my paper receipt along with the tracking details for the shipping label they provided (the latter all clearly shown on my Zara account). Today Zara has told me they can't refund me because the item has not been physically received by the warehouse. Very confused as Zara provided the shipping label, and the item was received back to Zara 12 days ago – yet, they are telling me it hasn't been received by their warehouse? They seem to be refusing any liability for 1. a faulty item, and 2. a shipping label they provided that clearly shows tracking details and a delivery of aforementioned return. Unfortunately I will be forced to report them to trading standards if this isn't resolved in the next few days... hopefully they will see this and rectify the situation asap!
