Zara Customer services

cheekyirish

Hi all 

I am getting hugely frustrated with the retailers now as they do not provide a contact number to call and resolve an issue. ZARA UK is one of the worst i spend a lot of money in this store and i wanted to exchange a pair of jeans and have lost the receipt i can prove that i purchased them from my banking app. 

The store managers response it is policy and its printed on the back of your receipt. I never agreed to this policy nor have i signed anything to say i agree to the terms. 

When you chat through whats app they keep cutting me off and i have to repeat the same thing to every operator. I have been trying for 6 days to get a number to speak to someone ive emailed the uk director on linkedin ( no reply) 

Its so frustrating. I have a pair of jeans that i can now not wear as they are to big. And noone wants to help me. 

Their social media site shows that is is a common issue. 

Can anyone help as this isnt ok and for those that can not push it like me i am sure there is a lot of customers out a small fortune. 

Should all retailers not have a proper custoemr service line so they can support their customer's better?

PLEASE ADVISE/HELP 

Thanks 
Cathy 

born_again

cheekyirish said:

Hi all 

I am getting hugely frustrated with the retailers now as they do not provide a contact number to call and resolve an issue. ZARA UK is one of the worst i spend a lot of money in this store and i wanted to exchange a pair of jeans and have lost the receipt i can prove that i purchased them from my banking app. 

The store managers response it is policy and its printed on the back of your receipt. I never agreed to this policy nor have i signed anything to say i agree to the terms. 

When you chat through whats app they keep cutting me off and i have to repeat the same thing to every operator. I have been trying for 6 days to get a number to speak to someone ive emailed the uk director on linkedin ( no reply) 

Its so frustrating. I have a pair of jeans that i can now not wear as they are to big. And noone wants to help me. 

Their social media site shows that is is a common issue. 

Can anyone help as this isnt ok and for those that can not push it like me i am sure there is a lot of customers out a small fortune. 

Should all retailers not have a proper custoemr service line so they can support their customer's better?

PLEASE ADVISE/HELP 

Thanks 
Cathy 

Was this a in store purchase?
How long ago was the purchase?
Reason for wanting to return?

Well you do not have to sign to agree to the terms. Simply making the purchase is enough.

eskbanker

cheekyirish said:

I am getting hugely frustrated with the retailers now as they do not provide a contact number to call and resolve an issue. ZARA UK is one of the worst i spend a lot of money in this store and i wanted to exchange a pair of jeans and have lost the receipt i can prove that i purchased them from my banking app. 

If you bought in store (as opposed to online) then any exchanges or refunds are at the discretion of the retailer, i.e. no legal obligation if the items aren't faulty, so it's up to them to insist on proof of purchase, and an entry on a banking app doesn't signify what you bought....

screech_78

If you bought in store, there is no legal right to return if you’ve simply changed your mind. A lot of retailers have a returns policy which is above and beyond your rights so you are bound by the terms of that policy. If those terms state you need a receipt, then you need a receipt. 

user1977

born_again said:

cheekyirish said:

Hi all 

I am getting hugely frustrated with the retailers now as they do not provide a contact number to call and resolve an issue. ZARA UK is one of the worst i spend a lot of money in this store and i wanted to exchange a pair of jeans and have lost the receipt i can prove that i purchased them from my banking app. 

The store managers response it is policy and its printed on the back of your receipt. I never agreed to this policy nor have i signed anything to say i agree to the terms. 

When you chat through whats app they keep cutting me off and i have to repeat the same thing to every operator. I have been trying for 6 days to get a number to speak to someone ive emailed the uk director on linkedin ( no reply) 

Its so frustrating. I have a pair of jeans that i can now not wear as they are to big. And noone wants to help me. 

Their social media site shows that is is a common issue. 

Can anyone help as this isnt ok and for those that can not push it like me i am sure there is a lot of customers out a small fortune. 

Should all retailers not have a proper custoemr service line so they can support their customer's better?

PLEASE ADVISE/HELP 

Thanks 
Cathy 

Well you do not have to sign to agree to the terms. Simply making the purchase is enough.

And there don't need to be any terms anyway, given the default statutory rights don't include the right to return in-store purchases because they don't fit.

user1977

cheekyirish said:

Should all retailers not have a proper custoemr service line so they can support their customer's better?
 

No, there's absolutely no obligation for retailers to even have a phone number, never mind a "proper customer service line". What would you be saying to them anyway, given you already seem to have been given accurate advice in store?

sheramber

i spend a lot of money in this store 

Were you not aware of their returns policy?

Many stores require a receipt to make a refund... This  is because shoplifters take goods back, claiming they have lost the receipt, buy have not paid for the item in the first place.

HillStreetBlues

sheramber said:

i spend a lot of money in this store 

Were you not aware of their returns policy?

Many stores require a receipt to make a refund... This  is because shoplifters take goods back, claiming they have lost the receipt, buy have not paid for the item in the first place.

To be fair to the OP they did say they could show the(a) transaction on their banking app.

Alderbank

HillStreetBlues said:

sheramber said:

i spend a lot of money in this store 

Were you not aware of their returns policy?

Many stores require a receipt to make a refund... This  is because shoplifters take goods back, claiming they have lost the receipt, buy have not paid for the item in the first place.

To be fair to the OP they did say they could show the(a) transaction on their banking app.

Indeed, and that is often accepted as proof of purchase for claims under your statutory consumer rights. However this refund is separate from any consumer rights and, as pointed out above, specifically asks for store receipt.

saajan_12

cheekyirish said:

Hi all 

I am getting hugely frustrated with the retailers now as they do not provide a contact number to call and resolve an issue. ZARA UK is one of the worst i spend a lot of money in this store and i wanted to exchange a pair of jeans and have lost the receipt i can prove that i purchased them from my banking app. - can you prove you purchased that style of jeans, or just something to the value of £x? You could use the same banking transaction to return many items of the same value, and the store couldn't match this to a particular purchase they can tick off as being returned. 

The store managers response it is policy and its printed on the back of your receipt. I never agreed to this policy nor have i signed anything to say i agree to the terms. - well really the terms should be visible before you pay not after. However in this dispute, if you didn't agree to the terms then you fallback on the statutory rights whereby you have no right to a refund for change of mind on an instore purchase. 

When you chat through whats app they keep cutting me off and i have to repeat the same thing to every operator. I have been trying for 6 days to get a number to speak to someone ive emailed the uk director on linkedin ( no reply) - poor form, but they don't have to engage. 

Its so frustrating. I have a pair of jeans that i can now not wear as they are to big. And noone wants to help me. - well  you could have tried them on in store. At this point the contract is complete and they don't have to help further. 

Their social media site shows that is is a common issue. 

Can anyone help as this isnt ok and for those that can not push it like me i am sure there is a lot of customers out a small fortune. - why isn't it okay if they are abiding by your statutory rights and their printed terms, whichever is more in your favour? If you don't like your statutory rights (ie no refund) then complain to your MP. If you don't like their terms then don't shop there. 

Should all retailers not have a proper custoemr service line so they can support their customer's better?

PLEASE ADVISE/HELP 

Thanks 
Cathy 

Unfortunately there's nothing further you have a right to beyond what they are saying.. you can try again with the proof you have, maybe they'll be more flexible with an exchange instead of a refund, but ultimately 
- by statutory law you have no right to a refund/exchange
- their terms actually make it better for you by offering a refund/exchange in limited circumstances eg with whatever form of proof they want and within a certain timeframe

HillStreetBlues

Alderbank said:

HillStreetBlues said:

sheramber said:

i spend a lot of money in this store 

Were you not aware of their returns policy?

Many stores require a receipt to make a refund... This  is because shoplifters take goods back, claiming they have lost the receipt, buy have not paid for the item in the first place.

To be fair to the OP they did say they could show the(a) transaction on their banking app.

Indeed, and that is often accepted as proof of purchase for claims under your statutory consumer rights. However this refund is separate from any consumer rights and, as pointed out above, specifically asks for store receipt.

I agree, but it was the reference to shoplifters that caught my eye.