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  • FIRST POST
    • merrydance
    • By merrydance 13th Jan 19, 12:17 PM
    • 470Posts
    • 353Thanks
    merrydance
    Zara
    • #1
    • 13th Jan 19, 12:17 PM
    Zara 13th Jan 19 at 12:17 PM
    I brought my daughter a jumper from Zara (online) for Christmas. She didn't like it so I set about sending it back. Emailed them on the 27th December, they replied saying a courier would collect the parcel in 1/2 days. Contacted them again on the 2/1 saying no one had picked up the parcel. Very rude customer service assistant said tough you had until the 30th December to return the item, it is now too late. I was truly shocked, and said no one came to pick up the parcel, he said well that's your fault you should have let us know no one turned up. No refund or exchange allowed. I have written to the head office. No reply. Can I take this any further? Thank you
Page 1
    • alumende27
    • By alumende27 13th Jan 19, 12:26 PM
    • 357 Posts
    • 338 Thanks
    alumende27
    • #2
    • 13th Jan 19, 12:26 PM
    • #2
    • 13th Jan 19, 12:26 PM
    When did you buy it? You have 30 days to return the item, as per their website.
    • alumende27
    • By alumende27 13th Jan 19, 12:28 PM
    • 357 Posts
    • 338 Thanks
    alumende27
    • #3
    • 13th Jan 19, 12:28 PM
    • #3
    • 13th Jan 19, 12:28 PM
    See also:

    You may cancel your order for any reason up to 30 days from the date on which you receive the Shipping Confirmation, by notifying us of your decision to cancel using the following contact details: through the live webchat available 24/7 on our website, or by calling our Freephone number 0800 030 4238. To meet the cancellation deadline, it is sufficient for you to have sent your communication concerning your exercise of the right to cancel before the cancellation period has expired.

    https://static.zara.net/static//pdfs/UK/terms-and-conditions/terms-and-conditions-en_UK-20181204.pdf
    • merrydance
    • By merrydance 13th Jan 19, 12:34 PM
    • 470 Posts
    • 353 Thanks
    merrydance
    • #4
    • 13th Jan 19, 12:34 PM
    • #4
    • 13th Jan 19, 12:34 PM
    I was in the 30 day limit when I contacted them on the 27th December, to arrange for the parcel to be picked up. No courier turned up - even though I have an email saying they would. When I contacted them again saying no one had turned up I was out of time. So in essence I am not allowed a refund/exchange because they failed to send a courier.
    • alumende27
    • By alumende27 13th Jan 19, 12:39 PM
    • 357 Posts
    • 338 Thanks
    alumende27
    • #5
    • 13th Jan 19, 12:39 PM
    • #5
    • 13th Jan 19, 12:39 PM
    If I understand their terms correctly, the fact that you asked to return it, and they acknowledge that, before the 30 days was up is sufficient. Point out the above to them and ask them to arrange another collection (or via a pickup shop which may be the safer option).
    • merrydance
    • By merrydance 13th Jan 19, 12:44 PM
    • 470 Posts
    • 353 Thanks
    merrydance
    • #6
    • 13th Jan 19, 12:44 PM
    • #6
    • 13th Jan 19, 12:44 PM
    Yes looks that way to me, online customer services just would not agree and was blatantly rude and unhelpful. I will take a copy of the terms into the shop ( a nuisance as over an hours drive away). and see what happens. Never ordered from Zara before, I thought they had a good reputation - first and last time.
    • alumende27
    • By alumende27 13th Jan 19, 12:48 PM
    • 357 Posts
    • 338 Thanks
    alumende27
    • #7
    • 13th Jan 19, 12:48 PM
    • #7
    • 13th Jan 19, 12:48 PM
    How can they not agree with their own terms and conditions. Have you tried asking to speak to a supervisor?

    They’re certainly doing a good job of putting me off ever buying anything from them!
    • merrydance
    • By merrydance 13th Jan 19, 12:50 PM
    • 470 Posts
    • 353 Thanks
    merrydance
    • #8
    • 13th Jan 19, 12:50 PM
    • #8
    • 13th Jan 19, 12:50 PM
    Yes asked to speak to a manager, told one would phone me back within 24 hours. No call received. Have written to head office over a week ago. No reply. I certainly will never buy from them again.
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