I Paid ₺32,000 on Zara Home App but My Crib Was Canceled Without Delivery or Notice

I placed an order worth approximately ₺32,000 on the Zara Home mobile app under order number 80095882745. Around ₺22,000 of that was for a baby crib, while the remaining amount covered the mattress and decorative accessories. I also paid an additional ₺690 shipping fee. Despite the scale of the order, Zara Home canceled the crib without any explanation—claiming it was first delivered and then returned. Neither of those events happened. The crib was never delivered to me, yet they falsely marked it as delivered and then returned. Only the crib was canceled; the other items were shipped.

I tried to reorder the crib under order number 80076271644. This time, the package was supposedly shipped via “24899538417900100033,” but I still haven’t received it. When I contacted the delivery company, Kargoist, I was told, “You are in a mobile area; we don’t know if it will be delivered. Don’t trust what the app says.” Their customer service was extremely dismissive and even said things like “Are you having trouble understanding?”—which is shockingly disrespectful.

Reaching Zara Home’s support is nearly impossible. Their phone lines go unanswered, live chat doesn’t work, and when you rarely do connect, no one replies. It’s appalling how a brand of this size operates with zero professionalism and accountability.

With just a month left until my baby’s due date, I still don’t have the crib I ordered weeks ago. This level of negligence in such a high-value order is completely unacceptable. I demand an immediate explanation and resolution.