Ordered an item online. Got notification on a delivery date. Waited. It never arrived. So then they gave me another date - same thing. So then I had to go online and use the chatbot on their so-called ‘help’ page. Took me 2 gos to get a response. Eventually they told me that the item ‘couldn’t be delivered’ and to contact them for a replacement. But at this stage I am exasperated with them and don’t want a replacement, I want a refund, because I am not waiting in again, only for the item to not be delivered. Cue the dreaded chatbot and going round in circles. Eventually I was told to contact the courier, Zedify. Told them it was not up to me to do that. Ended up telling them I would contact a Consumer Rights org if they don’t give me a refund. So now they apparently have to make a ‘case’ for my refund request. This store is vile. They are literally stealing customers money. Customer service is non-existent. I will never shop with Zara again.Edit: They have notified me with a refund. So don’t be gentle with them. Insist on your rights, don’t let them scam you.
