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Problem with a Zara online order
katies_mum
Posts: 2,379 Forumite
Good morning,
My daughter is having a problem with an order from Zara and I was wondering if anyone can offer any advice as to what she should do next.
On Monday she ordered 7 t`shirts totaling £90.93 (this is the first time she has ordered from Zara). On Tuesday she received an email to say parcel was at our local post office for collection. She was expecting a box or at least a largish parcel but it was just a large brown envelope! no way could it hold 7 items. (I somehow felt there was going to be a problem! so I suggested she take some photo`s of the envelope and then again of the contents) When opened it contained 1 of the 7 items she had ordered.
She immediately went onto the Zara online chat to ask about the rest of the order as she had received no further correspondence to say it was a split order. According to their system all 7 items should have been in the package they had sent! and their system shows that the items had been delivered successfully. She confirmed the package only contained 1 item and sent them photographs to show this. They said it would be passed to the relevant team to investigate and she would receive an update in 24-48 hours.
As they had not bothered to contact her after 48 hours, she messaged them yesterday on their customer care, Facebook page and they have just said they are still looking into it.
Please could anyone possibly advise us what to do next if she does not hear from them? currently it seems its her word against theirs. The order was paid by debit card. This is the first time we have had a major problem with an online order and are not really sure what to do next.
Thank you so much for any help anyone can offer, sorry its so long.
My daughter is having a problem with an order from Zara and I was wondering if anyone can offer any advice as to what she should do next.
On Monday she ordered 7 t`shirts totaling £90.93 (this is the first time she has ordered from Zara). On Tuesday she received an email to say parcel was at our local post office for collection. She was expecting a box or at least a largish parcel but it was just a large brown envelope! no way could it hold 7 items. (I somehow felt there was going to be a problem! so I suggested she take some photo`s of the envelope and then again of the contents) When opened it contained 1 of the 7 items she had ordered.
She immediately went onto the Zara online chat to ask about the rest of the order as she had received no further correspondence to say it was a split order. According to their system all 7 items should have been in the package they had sent! and their system shows that the items had been delivered successfully. She confirmed the package only contained 1 item and sent them photographs to show this. They said it would be passed to the relevant team to investigate and she would receive an update in 24-48 hours.
As they had not bothered to contact her after 48 hours, she messaged them yesterday on their customer care, Facebook page and they have just said they are still looking into it.
Please could anyone possibly advise us what to do next if she does not hear from them? currently it seems its her word against theirs. The order was paid by debit card. This is the first time we have had a major problem with an online order and are not really sure what to do next.
Thank you so much for any help anyone can offer, sorry its so long.
0
Comments
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If she got it on Wednesday and contacted them immediately, then her messaging yesterday as it had been 'over 48 hours' makes no sense.
Give them chance to actually sort something.0 -
Sorry she ordered Monday and collected Tuesday, my mistake.0
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Did she take photos of the package whilst still in the PO and before opening it?0
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Hi, she took photo of package as soon as we got home (not in post office), yes she did take them before and after opening it.0
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