Does Zara Have the Worst Customer Service?
Here we go again, another rant from me.
I previously wrote a post about my love-hate relationship with the clothing brand, Zara. I've always had a love affair with the brand simply because their clothing is always on trend and affordable.
So every year when Zara's big sales roll around, I am ready. I even talk about how to prepare for one of their big sales here.
Zara just had a huge sale at the end of June, and of course I was online and shopping within minutes. Since I was headed to Mexico in 3 weeks, I thought it was the perfect occasion to do some serious shopping. I basically ordered a whole new vacation wardrobe for about $300 and was really proud of myself!
Now, I can be a patient person, however when there are deadlines I tend to freak out. So when two weeks later, and one week before my trip, nothing had arrived, I started to panic.
I proceeded to go into the Zara store where I had my shipment sent, and they said they had no record of my order. I called customer service and they told me that the package was supposed to be delivered a week prior and they had no idea where it could be. I explained that I was leaving the country and needed the package. They promised to let a manager know my situation and said I would receive a call within 72 hours. Ok, no big deal, I thought. It will get dealt with.
When I didn't hear back after 2 days, I called them. Once again, I was told that a manager would call, which never happened. I called again, and asked if they could cancel the shipment. I was told NO, not until it arrives. I asked if they could instead just create a new order and express ship (I'd pay the price). NO.
Two days before my trip, I had zero leads and zero returned phone calls. As a last ditch effort I called the Zara store and asked if they could check if my package came in. Again, they had no record. I then begged that they search the back room, to see if it was missed. After much pleading, the associate finally agreed to look. Of course, he comes back to the phone and says my shipment was there all along. Whoops. UGH.
I ran to the store and grabbed my stuff. I got no apologies for the mistake, no compensation for the delay, nothing. I also never got that phone call from a manager at customer service.
I feel like I am now faced with a dilemma. While it's clear that I LOVE the clothing at Zara, at which point do I stop shopping somewhere because they don't seem to care about their customers? Thoughts?