Zara dot com has really bad Customer Service

cityguy02

I am going on a holiday so with a fortnight to spare I ordered some summer clothes from Zara dot com site so far so good

Courier used by Zara.com is Hermes (anyone else had trouble with them?)

Fictitious attempt logged in tracking as attempted delivery2nd August and then several fictitious entries

I called Zara dot com and highlighted my concern They could only contact courier by email not phone I suggested this looked like an incident of parcel being lost Zara only agreed to email them
This charade continued call Zara they can only email them until on the 7th ( a week later) Zara confirmed that order was lost and as a first time customer they offered me 2 free express deliveries on my next order plus half of the items I had ordered were out of stock now
Really?? Why would I trust them again esp as I now have very little time to sort my holiday clothes out? They couldn't understand what they had done (Really?) Blamed the mythical Head Office in Spain fro everything The UK despite being a major marketplace for Zara is not empowered to offer anything that approaches good customer service because Spain decides the processes a in an old fashioned top down bureaucratic manner
So hey- Bonus! I get to speak to Alejandro apparently head of CS in Spain a team of 1 person in charge of all Zara dot com C/S based in Spain who only allows his team to offer 2 free express deliveries to new customers whose orders have been lost… I even gave them a suggestion that it would be best for a new to Zara dot com customer to be offered the chance to pick up the goods in store and given a discount as compensation I advised that they need not to treat a first time customer as a criminal when they have lost their order and ruined their holiday prep plans Their mentality being so archaic the message finally got through after nearly an hour of conversation and the response was that being 2 separate outfits they couldn't offer in store discount or service to a dot come customer

By this time I gave up I asked fr a refund and to cancel order a waste of several phone calls a week worth of delay and dealing with old school Spanish bureaucracy who are good at talking money from British consumers but cant offer the service No thanks Zara you deserve to lose out to ASOS TopMan and even international players like Amazon your online shopping business is doomed to disaster. A shame because as a brand you had so much promise but your poor understanding of customer experience will be your downfall..

Powered_By_Pies

Hermes, from memory, work in a similar way to Yodel - part-time drivers who have an unfeasibly high delivery target per day, otherwise they lose pay. So if your delivery address isn't clearly marked, easy to find and easy to access, they'll often dump it or return it to the depot as undelivered, for the next shift worker to pick up, find the same thing out, return it... Etc.

I do wish couriers would stop these stupidly high SLA's. Just results in more 4rse-ache and agro for the sake of figures.