Zara customer service

nilanteh

I wondered if anyone here might have some advice re a complaint I’ve raised with Zara. On Christmas Day I placed a large order when their sale opened. On jan 5th they called to say all items weren’t available but they would send what was and give me 10% off my next order. Two days later I decided to place a second order to use my discount. It wasn’t showing at checkout so I contacted customer services and they assured me that despite it not showing if I placed the order it would be applied. Needless to say it was never applied. I’ve been back and forth with customer services and all they are offering is 10 percent off my next order or a zara gift card for the money I shouldn’t have been charged. I’ve escalated as high as I can and they still say that’s all they can do. But surely I shouldn’t have to spend the money at zara? It’s my money that they said they wouldn’t take. It’s only a small amount but it just doesn’t seem fair 

Manxman_in_exile

nilanteh said:

...On jan 5th they called to say all items weren’t available but they would send what was and give me 10% off my next order. Two days later I decided to place a second order to use my discount. It wasn’t showing at checkout so I contacted customer services and they assured me that despite it not showing if I placed the order it would be applied. Needless to say it was never applied. I’ve been back and forth with customer services...

Have you got anything in writing (eg email) from them either confirming the 10% off next order or accepting that they had told you that?

When they contacted you to offer the 10% off, did they not give you an alternative of your money back on the items not available?

born_again

Op. Do you have a account with Zara, as it seems odd that they offered 10% discount. As you would expect then to send you a code for that.

nilanteh

born_again said:

Op. Do you have a account with Zara, as it seems odd that they offered 10% discount. As you would expect then to send you a code for that.

Hi yes I do. The explanation they have given is that it takes three days for the discount to be applied to the account. However they didn’t tell me that at the time. They have admitted it wasn’t communicated and that it is their mistake in a phone call with me and have said they will use it as a training experience. They have said all they can do is give me the gift card

nilanteh

Manxman_in_exile said:

nilanteh said:

...On jan 5th they called to say all items weren’t available but they would send what was and give me 10% off my next order. Two days later I decided to place a second order to use my discount. It wasn’t showing at checkout so I contacted customer services and they assured me that despite it not showing if I placed the order it would be applied. Needless to say it was never applied. I’ve been back and forth with customer services...

Have you got anything in writing (eg email) from them either confirming the 10% off next order or accepting that they had told you that?

When they contacted you to offer the 10% off, did they not give you an alternative of your money back on the items not available?

They did refund for items not available. The 10 percent off my next order was an apology for not having the items in stock that had been ordered and paid for. I didn’t request it. It was a goodwill gesture. But I wouldn’t have placed the second order if I hadn’t been offered the discount off my next order