zara customer service is the pits

stevethesoundman

My Wife tried to return a faulty fitting blouse bough on holiday to the MANCHESTER City Centre branch.
We admitted it was outside the 28 day return policy , but as the goods were faulty we asked for money back the young manageress refused and treated us like kids ( we are 59 and 68) eventually we were barred by the security for protesting to strongly
Reported it to the Zara customer service who asked us to return the blose to them and they would investigate
We asked for the ciost of the return also £5.00 and some recompense for the wasted journey to Manchester (10 miles away)
We got back the blouse money only in a cheque but no apology of any kind in fact we got a 3 line letter saying cheque enclosed
Went onto there facebook page to complain again about the lack of customer service got another curt reply again unsigned with no name
Eventually some one replied and said the blouse was not faulty and we were lucky yo get our money back and that we would not get the cost of returning the blouse back
Apparently the founder of Zara has just overtaken Bill Gates in wealth

Pity he cant get a customer service team worth of the name

marliepanda

Faulty how? A lot can happen in 28 days.

Pollycat

In what way was the blouse 'faulty fitting'?
Do you mean it didn't fit your wife?
That doesn't necessarily mean it's 'faulty fitting'.
A blouse will fit me very differently to my sister as we have very different body shapes.

And why didn't you return it within the 28 day period?

stevethesoundman

Our beef is with the pathetic customer service so the fitting of the blouse is of no ones concern
Please read the complaint having worked in the clothing business for over 35 years I know all about fittings etc

marliepanda

stevethesoundman wrote: »

Our beef is with the pathetic customer service so the fitting of the blouse is of no ones concern
Please read the complaint having worked in the clothing business for over 35 years I know all about fittings etc

Nope.

You could well be being unreasonable. Based on your attitude here and the fact you were actually removed from a store due to your 'strong protests' I imagine you're entirely in the wrong.

SnowTiger

stevethesoundman wrote: »

Our beef is with the pathetic customer service so the fitting of the blouse is of no ones concern
Please read the complaint having worked in the clothing business for over 35 years I know all about fittings etc

Whether the item is faulty or not is of primary importance.

If it is faulty, you were dealt with wrongly and badly.

However, if the item wasn't faulty you're being an awkward, rude and difficult customer.

Perhaps this a case of your wife not fitting the blouse, rather than the blouse not fitting your wife.

Presumably one of the reasons Zara offers a 28 day returns policy is to give customers an opportunity to try out the fitting.

Pollycat

stevethesoundman wrote: »

Our beef is with the pathetic customer service so the fitting of the blouse is of no ones concern
Please read the complaint having worked in the clothing business for over 35 years I know all about fittings etc

I did read the 'complaint'.

The 'fitting of the blouse' is the main issue.
If it was faulty then your rights are very different than if it didn't fit your wife.

You may know all about 'fittings' etc, but you don't seem to know much about your rights to return items.

donnac2558

Pollycat wrote: »

I did read the 'complaint'.

The 'fitting of the blouse' is the main issue.
If it was faulty then your rights are very different than if it didn't fit your wife.

You may know all about 'fittings' etc, but you don't seem to know much about your rights to return items.

Yes, but they also state they waited until outside the 28 days. How long outside the 28 days and why wait so long?

Pollycat

donnac2558 wrote: »

Yes, but they also state they waited until outside the 28 days. How long outside the 28 days and why wait so long?

I don't know Zara's returns policy on return 'because I've changed my mind' for in-store purchases but maybe it's similar to M&S, Next, Primark etc where they give you x days to return for a full refund - simply because it doesn't fit, you don't like the colour, it doesn't go with the shoes you already have etc etc.

So I suspect the OP's wife bought the blouse and didn't return it within the stipulated period and so tried to get a refund on the basis that 'the fit was faulty'.

I suspect the refund was a 'goodwill' gesture rather than because the blouse was 'faulty fitting'.
Whether the OP deserved any goodwill gesture, I'll leave you to decide.....

chuckley

indeed Zara are the worst on the high street. In store they stop shy of hitting you if you have any issues. And complaining online gains the same reaction.

They don't care about customer service in the slightest as people still flock and spend stupid amounts on what is largely, overpriced runway copy tat.

I stopped shopping with them online when they claim once the item has left the warehouse thats when the 28 days start. so if your parcel is delayed and you can't collect for say 2 weeks. you only have 2 weeks to refund.

B()llocks.

hollydays

Isn't most high street stuff runway copy ' tat' ?
It's not overpriced if compared to the runway prices.