Zara won't replace faulty item within 30 days

SharonRG

I ordered a Size XS coat in the Black Friday Sale for £80 (Full Price £100).
I exchanged the coat via post fro a Size S because it was a little tight.
However, when i opened the pockets, i noticed that one of them had a hole in them. I contacted customer services and sent them pictures to prove it. On Friday 14th, i recieved a phone from a lady to confirm that the item is faulty and that i could have a replacement or a full refund. I asked for a replacement. I asked if it would be shipped straight away and she put me on hold to find out. She got back to me and said yes, it would be and that i would get a shipping email confirmation etc. I rang them today, and they said despite the item being faulty, we cannot exchange it because you have already exchanged it. Their so called policy is 'only 1 exchange'. This is understandable, however, the exchange that i received is faulty. They said order the coat from the website again - this would mean that i pay full price for it. I asked if i could purchase at the same price (if they could create a discount code for me to use) and they said no. They said awe can void delivery costs. This is no use as orders over £50 are free anyway. Please advise as i don't want to pay full price again for the coat.

Many Thanks

Sharon

powerful_Rogue

SharonRG wrote: »

I ordered a Size XS coat in the Black Friday Sale for £80 (Full Price £100).
I exchanged the coat via post fro a Size S because it was a little tight.
However, when i opened the pockets, i noticed that one of them had a hole in them. I contacted customer services and sent them pictures to prove it. On Friday 14th, i recieved a phone from a lady to confirm that the item is faulty and that i could have a replacement or a full refund. I asked for a replacement. I asked if it would be shipped straight away and she put me on hold to find out. She got back to me and said yes, it would be and that i would get a shipping email confirmation etc. I rang them today, and they said despite the item being faulty, we cannot exchange it because you have already exchanged it. Their so called policy is 'only 1 exchange'. This is understandable, however, the exchange that i received is faulty. They said order the coat from the website again - this would mean that i pay full price for it. I asked if i could purchase at the same price (if they could create a discount code for me to use) and they said no. They said awe can void delivery costs. This is no use as orders over £50 are free anyway. Please advise as i don't want to pay full price again for the coat.

Many Thanks

Sharon

I'm afraid they are legally entitled to offer you a refund.

SharonRG

It's a little unfair though because the item came damaged and it wasn't my doing. So as a good will gesture, they in my opinion should replace it. I know it's only £20 more but still.

powerful_Rogue

SharonRG wrote: »

It's a little unfair though because the item came damaged and it wasn't my doing. So as a good will gesture, they in my opinion should replace it. I know it's only £20 more but still.

I can see your point, however legally they have the option to refund, repair or replace.
Worth just sewing it up yourself?

SharonRG

I could try sewing it myself, however, would have to open the lining as the whole is at the top of the pocket so you would see the stitching if done by hand on the outside.