Zara refusing to refund lost return

SJgirl84

MorningcoffeeIV said:

Go via their social channels listed under customer care.

Unfortunately this does not make a difference. I have tweeted them and they just give generic replies which then led to a call from an advisor who refused to refund because the warehouse hadn’t received the return. 

I stated that I had proof of the return using the label they provided, I also spoke to the courier EVRI who said the parcel was lost and Zara should get in touch with them to claim, but the advisor dismissed all
this information and refused to refund. 

It is a very stressful and frustrating situation. 

pleasehelpwithzara

MorningcoffeeIV said:

Go via their social channels listed under customer care.

Unfortunately, I have tried both facebook, whatsapp and their chat on the app but keep receiving the same generic responses

pleasehelpwithzara

jon81uk said:

If they paid for the return label it is up to them to claim the cost back from the courier if it is lost. You didn't pay InPost, they did.
Unfortunately I don't think you will get them to understand that.

Yes I used the returns portal on their app so it was their responsibility, however, they are just saying there is nothing they can do and wont even take note of the confirmation from inpost.

I am considering writing to the chief executive's office and threatening legal action - going through the small claims court but not sure if this is the right course of action

pleasehelpwithzara

SJgirl84 said:

It’s just unbelievable that they are refusing to refund customers that have proof of return. 

I had the same interaction with a “senior customer service agent” over the phone and was shocked at how robotic and unhelpful they were. 

I am going to send a letter before action and then do a small claim online. But we shouldn’t be forced to do all of this to get our refund. For such a big company I am shocked at how this is playing out. 

I think I will follow the same course of action, I have been advised to address it to the chief executive sent recorded delivery giving them 10 days to refund the money otherwise I will issue court proceedings without notice to reclaim the cost of the goods and other expenses. 

The customer service is awful and the "manager" would not have any form of conversation - I am trying to lodge a formal complaint against him separately. 

SJgirl84

can I ask what email you are using to send the letter before claim, I don’t want it to just go through to the departments that have been unhelpful already so wanted to know if you had any details somewhere higher up. Thanks 

pleasehelpwithzara

SJgirl84 said:

can I ask what email you are using to send the letter before claim, I don’t want it to just go through to the departments that have been unhelpful already so wanted to know if you had any details somewhere higher up. Thanks 

My plan was to address it to the chief executive (knowing he won't read it but hopefully someone in the team) and post it recorded delivery (so they can't say no-one received it) to the headquarters address. 
I don't trust any e-mail address as the "manager" said they don't have one. 

Undervalued

pleasehelpwithzara said:

SJgirl84 said:

It’s just unbelievable that they are refusing to refund customers that have proof of return. 

I had the same interaction with a “senior customer service agent” over the phone and was shocked at how robotic and unhelpful they were. 

I am going to send a letter before action and then do a small claim online. But we shouldn’t be forced to do all of this to get our refund. For such a big company I am shocked at how this is playing out. 

I think I will follow the same course of action, I have been advised to address it to the chief executive sent recorded delivery giving them 10 days to refund the money otherwise I will issue court proceedings without notice to reclaim the cost of the goods and other expenses. 

The customer service is awful and the "manager" would not have any form of conversation - I am trying to lodge a formal complaint against him separately. 

There is no harm in sending it recorded delivery (apart from the extra cost!) but normal post with a certificate of posting (free) is all that is needed. In all but the most exceptional circumstances the civil courts assume that correctly addressed mail is delivered.

Casskale

jon81uk said:

If they paid for the return label it is up to them to claim the cost back from the courier if it is lost. You didn't pay InPost, they did.
Unfortunately I don't think you will get them to understand that.

There isn't any indication that they're claiming the package is lost, just that the items were not received.

It's possible that they are trying to claim they didn't receive the package but as it is written by the OP, it's at least as likely, if not more so, that they're saying "We got something but the items were not in there."

At the end of the day, Zara has the OP's money and in all honesty, hold all the cards here. It's certainly not in their interest to issue a refund and then chase the OP via the courts for not (allegedly) returning the items so it's going to be on the OP to chase them, via the courts, instead.

Wonka_2

@pleasehelpwithzara it seems you've already discovered that others are having the same situation - albeit with different carriers

Zara refusing to refund lost return — MoneySavingExpert Forum

Not much to add to help but if there are 2 of you there are likely to be many more

Not sure about other similar retailers but having had a relative work in store last year they were gobsmacked at the imbalance of stock bought in store vs stock returned to store on a given day - often twice the value returned as bought in which case there's no wonder warehousing systems might not cope

ldncase

They will eventually refund it in the end, as long as you have the proof of postage.
I believe the majority of the retailers need time to launch an investigation, and based on my experiences, it could take from a week to up to 2 months. If it passes 2 months, it's best for you to go with legal actions. If you pay via PayPal etc, my advice is to open an case first within 30 days of purchase.