Zara refusing refund

Dawn112233

Hello, 
need some help. 

I returned a parcel to Zara online. I used Inpost Zara sent me a barcode to scan at the locker. I left my parcel inside the locker and got my email confirmation 

a few weeks later I still hadn’t any refund from Zara. I have contacted them and they have told me that i returned a non Zara parcel and they sent me a picture of what I sent back 

this was not the parcel I sent back. Inpost add the return label to the parcels ( not me) so clearly the person who has collected the parcel from the locker has added my return label to someone else’s parcel 

zara have refused my refund as they have not received the item 
I have asked them to contact Inpost as clearly it’s their error. Zara claim they can’t contact Inpost as they don’t have any contact details for them. 

All Inpost lockers have CCTV 

I have asked for an address to send my complaint and letter before claim but they refused to give me an address 

(this is all on Whatsap so I have the evidence of their lack of effort to even investigate it

Any advice from anyone who has had the same issues with Zara. Have they won their small court claim 

RefluentBeans

It’s not the first post on here about Zara. 

Did you pay for the InPost return or was it a prepaid label from Zara? 

What’s the amount you paid for the order, how many items in the order and how did you pay? If it’s a small amount (less than £100) the small claims court will likely be inefficient, but there’s other methods of recouping the payment, but need to know how much was paid and how for more advice. 

Newbie_John

I had actually similar experience with Amazon and Post Office.
Returned the parcel on prepaid label - not sure really what happened in the post office but.. they put a wrong label on wrong parcel and my parcel ended up going somewhere random. 
Amazon said they haven't received the parcel, all I had was a postcode on the proof of sending of random location - called few places at that postcode and no luck. Made a claim at Royal Mail - that was rejected as parcel was delivered. Post Office chats got me no where as they were just refusing to accept they did a mistake of mislabelling parcels.. was also thinking of doing some chargeback etc. but I paid for it with a gift card (also not really sure if it would have count anyway) - they were insisting that I should have checked the post codes on the confirmation they gave me.

Due to low cost of item - about £40, I gave up after few months as it was taking too much efforts.

So I really would like to know what can be done in such situation, hopefully it works out well for you.

As you spoken to Zara - could you ask them to send the wrong parcel back to you? Maybe its value will be higher than your Zara item and you could sell it or something?

user1977

Dawn112233 said:

I have asked for an address to send my complaint and letter before claim but they refused to give me an address 

The company and registered office details are in their terms on their website:

https://static.zara.net/static/pdfs/UK/terms-and-conditions/terms-and-conditions-en_UK-20230621.pdf

Dawn112233

The return amount is around £63. 

The full amount I paid was £153 but returned £63

i used a pre paid digital barcode they sent me. Once I scan the barcode I put it on the locker so I don’t have to print a label. This is down to Inpost 

thank you 

Dawn112233

I also paid via credit card using my Apple Pay 

RefluentBeans

Could potentially look at a chargeback. But no guarantee it’ll work. I would look at sending a formal complaint (not over WhatsApp), snd escalate as far as you can, before sending a letter before action. 

The mention of a Letter Before Action may have ceased them from doing anything though. It tends to be a nuclear option and is a legal threat. I would try and resolve via the escalated complaints process, attempt a chargeback, and then send a LBA if not resolved. Up to you if you progress through to actually filing a case. 

Newbie_John

Ask Zara to sent you back the parcel they received - that really could move things forward.
You'll get details of a person who's parcel got mistakenly swapped with (send them a letter, find them on social media etc.) - then if they're in similar situation - you could ask them to swap, or send that parcel directly to Zara and you will send yours to XYZ company.

Any other route - chargebacks, claims, complaints - may take a really long time and get you no where

born_again

Asking on your local social media group would be a good way of finding if anyone else used the drop off on the same day as you & now has the same issue.