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ZARA lost my package and not making refund

ZARA courier (ONTRAC) lost my package, said that it was delivered on 01/26/17 at 11:47AM. I was home all day and did not hear a single door bell rang. I was home because I was expecting a package, and when I check the tracking online at around 2PM, it said the package...
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#1838305

I am the same person as PissedConsumer183**** below. I finally got a refund.

Here is what I did. In total, I contacted Zara about 9-10 times. Whenever I was on the phone or the chat, I recorded the time/date, the name of the person I talked to, and the summary of the conversation. They are NOT going to make a refund for your package lost if the carrier confirms that it's successfully delivered regardless of whether it's delivered in a hallway or busy street.

So, I recommend to do the following: 1. contact Zara to see if the missing package can be replaced or you can get a refund ----> I would say the chance is close to zero. 2. find the evidence showing that the package is delivered in a hallway, not a secured area ----> I asked a proof of delivery, and the carrier sent me the picture showing that the package was left near the mailbox area.

3. find the evidence showing that the package is stolen ---> Luckily, there is a CCTV near the mailbox area in my apartment, and the CCTV footage can be used as clear evidence that I am not the one who took the package. 4. file a customer complaint with the Attorney General ---> create a document summarizing your actions, their responses, and resolution results (include the details you recorded - the time/date, the name of the person, etc.).

5. contact Zara to let them know that you are taking legal action. ---> Ask the person you are talking with to report this to their department (Now things are getting serious). To be honest, I did not mind taking any further legal action as well, not because of the monetary loss, but because of their service quality.

After the last phone call, I got a call from Zara saying that a full refund is their resolution! Honestly, I wanted to ask why they suddenly changed their decision, but I was too tired to ask more questions. I am not sure whether the Attorney general contacted the company and affected their decision or whether the fact that I am taking legal action disturbed them and changed their decision.

Regardless, I got my money back. I hope this helps.

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ID
#1001799 Review #1001799 is a subjective opinion of poster.
Reason of review
Problem with delivery
Loss
$297
Preferred solution
Full refund

Never received package

Ordered dresses for thanksgiving and weekend and still have not received items after being guaranteed I would get it by Wednesday at latest. Its Saturday! I didnt go out Friday night because I dont have anything to wear. I let customer service know on Friday but they have not even confirmed that my package was sent out. No tracking number provided! I want a full refund but I cant call today because customer service is closed on the weekend!

User's recommendation: Do not order online.

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ID
#4170335 Review #4170335 is a subjective opinion of poster.
Loss
$299
Preferred solution
Full refund

Didn't give me my discount

I place in order like 5 minutes ago I didnt get the 40 percent off I check me bank account and charge me full price
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ID
#4166998 Review #4166998 is a subjective opinion of poster.
Location
Oak Lawn, Illinois

Very bad service

Zara - Very bad service
Zara - Very bad service
staff not cooperative very rude not helpful return exchange policy also not good pay high price not worth of quality
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ID
#4162115 Review #4162115 is a subjective opinion of poster.
Location
Mumbai, Maharashtra

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