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2.6

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 was delivered. But I didn't see it anywhere around the house so on the same day, I inquired with the shipper who told me they can't deal with me and I cannot open the claim with them and only have to go through ZARA (This is ZARA policy). They took a week and ZARA emailed me that there's nothing they can do and not making refund. I received my orders from other courier (UPS) but not ZARA's on the date the tracking shows my order was delivered.

Doesn't make any sense that they didn't care about valued customer. ZARA insist that the order shows delivered. They don't trust their customer, only listen to the carrier. How do they know their carrier drop the order to the correct address.

I am arguing my point that I never signed a release form for ONTRAC to leave my package. ONTRAC are the worst courier out of all of them and many times they toss the package on my driveway, and that would be visible from the street. How is that my responsibility if the courier doesn't do their job right.

They don't care about customers. ZARA with very bad customer care.

Reason of review: Problem with delivery.

Monetary Loss: $297.

Preferred solution: Full refund.

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Bonita Mzc

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.

Guest
reply icon Replying to comment of Bonita Mzc

Happening to me right now. thank you!

Guest

This happened to me as well. The package was delivered near the mailbox area in a hallway, which is one of the busiest areas in my apartment.

There is a secured, storage room right next to the area, but the carrier just put the package in a very open area although acknowledging the fact that anyone can notice the big Zara logo on it and take it. I talked to Zara for 6-7 times regarding this, and I even asked a direct contact number of the courier company and contacted them as well. No one is taking responsibility, and they are blaming each other. Zara's resolution: the package was 'successfully' delivered, and so there is nothing the company can do about this.

Courier: a driver is allowed to deliver packages to anywhere in the apartment according to the policy (which they argue Zara sets). Hence, it's not their fault either. One of the big retail giants with the poorest customer service ever - an excellent way of managing the business.

Though I wanted the clothes worth $200 so bad, I am done with the company now. I disputed with Amex, and I am going to report this to the police as well not because of $200 but because of a person who may live near my unit and steal my stuff.

Guest
reply icon Replying to comment of Guest-1832201

They wont refund to you. 2 ways to get money back.

1) dispute that transaction with not delivery order with your bank.Thats what I did last month to get my 270$ back after contacting zara hopelessly even they promised to solve and call back, but never. 2nd way) call the carrier, claim the missing packing, eventually, the carrier will say they cant locate your package and have to inform it is missing. Now you get their aknowledgement then get the case number from them. Call zara back and provide them the case number saying the carrier confirms the missing package, then they will refund to you.

They refuse to refund by excusing that it is delivered by the carrier.

So if the carriers states it is already a missing package, they have to refund to you anw. Good luck.

Guest
reply icon Replying to comment of Guest-1832262

@PissedConsumer183**** The carrier showed me a picture as proof of delivery. The picture shows that the package was left near the mailbox in a hallway.

They said that since they 'delivered' the package, it's not their fault. The person I talked to was very rude and absolutely incompetent. I am treated like *** by both parties. I reported this to the attorney general.

I will see how things go. I hope the credit card company cancel the charge on my credit card.

Josefine Jyv

Same thing happened to me , then they kept lying to me that they tried to contact me to solve but never. BAD CUSTOMER SERVICE

Guest

I have been dealing with customer service for the past 8 days on a order I place but they can't locate between Purolator and Zara. Each party is blaming the other party for not able to find the shipment.

They have charged my credit card but nothing has been delivered to me. Customer service is useless and cannot provide any information.

I asked to speak to a supervisor and they refused to refer me. This is a really poor way to conduct business.

Guest
reply icon Replying to comment of Guest-1789248

I have the same issue . I ordered $500 clothes but they said they were delivered successfully but I didnโ€™t receive anything .

When I talk to customer service they said they couldnโ€™t do anything about it and refuse to transfer me to the supervisor. Very bad service .

Guest

same to me !

Guest

The same thing happened to me.

Guest

I lost my package which worth more than $200, not get refund either. I called customer service more than 2 times, and they said they will investigate and call me back in 48 hours which then never call back, and we I call them they told me my case was closed, and they won't refund me.

No evidence such as photos that they can provide the item was delivered to my address. Zara used CDL last mile for delivery which their phone number never works (yes, I even tried to contact the delivery service by myself).

So disappointed, will never use zara online service again!! Monetary Loss $205 Preferred solution: full refund

Brandelyn Euk

The same thing has happened to me. They claim my package was delivered and it never was.

Zara customer service said they would look into the matter. After 2 days their resolution was that the package was in fact delivered when it wasnt. They wont refund me or ship the package again.

270$ package. It is so frustrating i dont know what else to do.

Guest

I got the same experience too with ZARA and their customer service really sucks. They will not reimburse me for undelivered package that they claimed was delivered to me. They claimed that my case will be elevated for further investigation.

Guest

If you made yr purchase by credit card then you may have insurance to cover all yr purchases MasterCard and Visa have this insurance Contact them with yr problem and speak to dispute resolutions Dept They will reimburse you immediately and go after Zara themselves Be prepared with your dates and communication in trying to resolve it first

Guest

Same thing happened to me! Two days ago I stayed home from work to be able to receive the package.

No door bell ring, no knock. I check my tracking details and it shows delivered. I call them saying nothing is outside nobody delivered Anything. On top of that it said that the package had been signed for by someone who wasn't even home!!!

Turns out they delivered it to another home with the same numbering but different street name. Next day a package comes ! I'm excited as I've been at war with On trac the day prior (they basically said sorry nothing they can do. In their system if the driver is >.25 mile within the destination it will show up as they're in the right place, dumb I know).

I open my package and my coat is missing. I'm so upset so I call Zara and they said they took down my info and they would get back to me. I told them I would like a replacement instead of a refund as it is a gift . I got a refund this morning.

I called them to complain and they said that the item is unavailable. I assure them that I've been checking for two days to make sure it was available and it was. She is saying no their system Shows otherwise. So I say well if I purchase it now you're telling me there's a chance you'll take my money but the item won't be available ?

She hesitates then says yes. I ask if I can receive the Black Friday deal for that one coat to repurchase as NONE Of this was my fault. They chose to use a sub par courier. They chose to not send me a replacement like I requested.

The crazy part is I used to work for Zara so I know that she's lying when she says her system Shows it was not there. She says she can't do that.

She then says I'm welcome to purchase at full price. And hangs up.

Guest

The same thing happened to me. I never received my package and ZARA can not show me proof of anyone signing for the package. They are taking the 3rd parties word over my own.

Guest
reply icon Replying to comment of Guest-1602095

Any news? Ontrac says delivered at front door yesterday and I didnโ€™t receive anything!

Guest

you case iss excatly same my case.. customer service is bad.. zara donโ€™t care their customers

Guest

I also have the same situation and met a really rude manger Stephanie. She directly ended the chat session!.

Guest

I have the same situation and i am very angry.

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