Zara refunding to gift card, not credit card (original payment method)

emilyc1997

I ordered £1,400 of clothes from Zara in September but only want to keep £100 of them, it was a holiday panic buy. Zara have received my return but keep refunding me with gift cards instead of the original payment method which was credit card. So I am missing £1,300. 

I am finding it SO hard to get a conversation out of Zara, I have been round in circles 4 times now where they say they are escalating the case then I just get sent ANOTHER gift card. Then they cancel it and say theyre going to sort, then I get ANOTHER gift card!!! I just want my money! 

Does anyone have advise please?? 

TELLIT01

In order to reject goods under the Distance Selling regulations you have 14 days to inform the vendor and a further 14 days in which to return them.  If you didn't fulfil both of those steps you aren't automatically entitled to any refund, it will depend on the vendors T&C.

Did you inform them within 14 days that you were rejecting the items, and return within a total of 28 days?

emilyc1997

Yes i did, I did everything correct to receive the refund to the original payment method, i dont know why theyre processing it wrong

A_Geordie

Unlike other posters on this forum, I have a short fuse when it comes to this sort of thing, waiting around for weeks on end only to receive the same response from low level employees who just follow policy. If I were in your shoes and they're not playing ball, send a letter before action to Zara and your credit card provider (under the guise of s75 claim) and give them 14 days to refund you otherwise you will start legal proceedings, with interest added for the delay in payment. 

Be careful that Zara is a trading name and the actual company is called ITX UK Limited. You will need to know that if you do issue a claim because the correct company name will need to be used along with their registered office address.

Edwina_Clough

emilyc1997 said:

I ordered £1,400 of clothes from Zara in September but only want to keep £100 of them, it was a holiday panic buy. Zara have received my return but keep refunding me with gift cards instead of the original payment method which was credit card. So I am missing £1,300. 

I am finding it SO hard to get a conversation out of Zara, I have been round in circles 4 times now where they say they are escalating the case then I just get sent ANOTHER gift card. Then they cancel it and say theyre going to sort, then I get ANOTHER gift card!!! I just want my money! 

Does anyone have advise please?? 

Hi. I'm in a similar situation with Zara. I returned two items via their automated system in store and duly received an email receipt. However two days later I received another email stating that ONE item was in 'an unworn condition' and they sent BOTH items back. I've disputed this with them, via their chat, WhatsApp and X to no avail. I discovered a Facebook page devoted specifically to Zara return issues of which there are 700 members. Admittedly not all in the UK but a lot are. There's obviously something wrong with Zara policies and customer returns, if not down right dishonest. It's appalling. I'm now going through the  rigmarole of applying for a charge back with my c.c.company. I shouldn't have to do this. There is nothing wrong with the goods I returned.
I'm sure what they are doing is illegal.