I Want Zara Home to Replace My Broken Furniture Order

On April 25, I purchased a product called an “ash wood stool” from the Zara Home category through the Zara online website. I paid a total of approximately $167, including approximately $166 for the product itself and approximately $1 for shipping. The item was delivered to me in Çorum Merkez on April 29 by UPS Türkiye. When I received the package, I immediately noticed that the tape on the box had already been opened. After opening the box, I discovered that the stool had been placed inside without any protective packaging at all, and the upper section of the stool was broken.

On the very same day I opened the package, I contacted Zara through both the WhatsApp support line and the live chat support system, explaining the situation in detail and providing photographs of the damage. Since it was impossible to reach customer service by phone, those were the only communication channels available to me. During these conversations, I was informed that the product would need to be collected from my home for return processing and that I would receive further instructions by email. However, despite several days passing, I have received no email, no clear guidance, and no meaningful follow-up. The broken and defective product is still sitting in my home exactly as it arrived.

I repeatedly emphasized that I specifically wanted a replacement product rather than a refund because I purchased the stool at a high price using installment payments on my credit card. I do not want to go through a refund process where the repayment would potentially be returned in installments over a long period of time. Since April 29, I have contacted Zara multiple times, yet I continue receiving only generic responses such as “the matter will be reviewed” or “you will be contacted,” without any real action or concrete solution being provided.

In a situation this obvious — where a clearly defective and damaged product was delivered — it is unacceptable to leave a customer stuck in such a long, unresolved, and frustrating process. To resolve my grievance, I request that the broken ash wood stool be replaced with a new one as soon as possible without any additional charges, and that the damaged product be picked up directly from my home.

Otherwise, I will exercise my legal rights and file a formal complaint with the Consumer Arbitration Committee. I also request that Zara seriously review the poor communication and lack of customer support I experienced throughout this process and take the necessary measures to prevent similar customer grievances in the future.

Relevant order number: 5425*****79.