Zara parcel delivered but goods not in it

nazzy61

I hope someone can help me here,

I bought some items online last week from Zara, a blouse and a jumper, which were sent out using a courier. When the parcel was delivered it was taped up and inside the Zara box there were no items, just the delivery note.
What do I do? Can I contact Zara and demand a refund? Its obvious the courier has tampered with the parcel. I have ordered from Zara many times before and never had an issue. Please help!

NeilF3485

Well to start with I would contact Zara, tell them the situation and see what they say! I doubt there will be a need to "demand a refund" - if their customer service is vaguely good they will offer to ship the items that are missing, or offer you a refund.

nazzy61

Sorry, 'demand a refund' sounded a little obnoxious, which I'm not. I was just wondering if it Zara or the Courier's issue, but then how would the courier know what was in the package?

nazzy61

I've just called Zara and they say it is not their problem, is this standard with companies who sell online? These items were a treat for me to celebrate my new job, and I'm really annoyed Zara don't feel any responsibility for this. I would have used the collect from store option which is normally free, but this option was turned off due to the sale starting. Any advice??

molerat

It is their problem. You contracted Zara to supply and deliver goods to you, who they chose to deliver the items is not your concern. They have not honoured that contract, end of. Contact them again.

visidigi

nazzy61 wrote: »

I've just called Zara and they say it is not their problem, is this standard with companies who sell online? These items were a treat for me to celebrate my new job, and I'm really annoyed Zara don't feel any responsibility for this. I would have used the collect from store option which is normally free, but this option was turned off due to the sale starting. Any advice??

Thats a shocking reply from them, as molerat says they have not completed the contract which you agreed. The courier is liable if the package has arrived empty - when you say it was taped up, was it blank tape, Zara tape or courier brand tape? Im just curious as to whether its the brand of the courier and as that means it can only have happened during transit.

If you paid by Credit Card advise Zara that if they don't take responsiblity and refund or redispatch the goods to you you will take out an S75 chargeback through the Credit Card for failing to provide products purchased.

nazzy61

It was blank tape, not Zara tape or anything. I don't know what to do, the courier has said it is up to Zara to reimburse, and Zara have again said it is not their problem.
I paid on my debit card, so am I right in assuming that Section 75 does not apply to me?It came to £40 in total.

NiallB

If it's a visa debit, you can do a section 75.

PZH

NiallB wrote: »

If it's a visa debit, you can do a section 75.

Are you sure ??

You can ask for a Chargeback, but S75 is for Credit agreements and also for amount totals over £100

nazzy61

Thats what I had assumed also after reading the Section 75 part of the forum. Can anyone shed some more light?

arcon5

phoodless wrote: »

Are you sure ??

You can ask for a Chargeback, but S75 is for Credit agreements and also for amount totals over £100

Thats correct.

Op, read this article -- it will explain section 75 and chargeback.