Refund

Jessebungs

I'm hoping someone can advise me. I placed an online order from Zara back in December. These items were sent to a store and due to lockdown I was unable to collect. I've since heard that the items were collected and signed for by someone not authorised by myself. They only needed the order number to collect and did not need to show any i.d.  Ive been told by Zara that there's nothing I can do about it and it cannot be escalated. I feel as though someone has stolen from me and feel helpless.

powerful_Rogue

Jessebungs said:

I'm hoping someone can advise me. I placed an online order from Zara back in December. These items were sent to a store and due to lockdown I was unable to collect. I've since heard that the items were collected and signed for by someone not authorised by myself. They only needed the order number to collect and did not need to show any i.d.  Ive been told by Zara that there's nothing I can do about it and it cannot be escalated. I feel as though someone has stolen from me and feel helpless.

Is the store still closed due to lockdown since you made the purchase?

How did someone get hold of your order number?

Aylesbury_Duck

I wonder if your email or Zara account details have been compromised.  Does anyone else have access to your email or Zara account?  Have you kept your devices updated, use multi-factor authorisation, used secure passwords, etc?  I can't see how else anyone could have miraculously guessed an order number and associated it with an order for your name, address and from that store.

Jessebungs

This is what is confusing me. Nobody else has access to my devices/emails/accounts and the fact that someone has gone into the same store with my order number is worrying me. However, someone has fraudulently collected my items. They don't ask for ID when collecting, they just need the order number. It was paid via credit card. Could I claim the money back through my credit card? 

born_again

Jessebungs said:It was paid via credit card. Could I claim the money back through my credit card? 

No chargeback right. As goods were delivered. Just not to you, but that is not how chargebacks work. 
It would be a police matter.

Aylesbury_Duck

Yes you could, but be aware that the card company may want to understand what's happened before paying out.  

Have you asked Zara who signed for it and on what date? It's either a member of staff who's signed for it or someone who's got hold of your order number.  My money's still on your details having been gained by someone else.  I'd certainly change your passwords now if you haven't done so already. 

Jessebungs

Thank you. Zara have sent me a copy of the signature (which is just a sgwiggle and no legible name to be seen). It also has the date of collection, however I have been in contact with them so many times about this and only now do they tell me that the items were collected almost two months ago. The customer service has been shocking to say the least.

Manxman_in_exile

Isn't it possible that it is simply an error in the shop?  (eg the person claiming the item may have honestly given the wrong order number, or the shop have mistakenly given out the OP's item against the wrong order number).  Seems a bit more likely to me than somebody hacking into the OP's account and then impersonating them?

Does the paperwork seen by the OP definitely tie in the "squiggle" with the OP's order number (and even if it did it wouldn't necessarily rule out an error), or are the shop and Zara aware of a customer item that has not been picked up but should have been?  (Possibly with a similar order number to the OP's).

I presume that with click and collect the old failsafe of goods remaining at the seller's risk until delivered to the named addressee (even if the supplied address is wrong!) doesn't apply here.