Zara Home Delayed My Order for 16 Days, Then Issued an Unfair Refund

I placed an order from Zara Home, and for 16 days, they did not ship my product. After waiting for over two weeks, I noticed that my order was suddenly canceled in the app, and a refund was processed—but with a deduction for shipping fees, even though I never received the item!

To make things worse, when I called customer service to express my valid frustration, the representative tried to silence me and acted bored and dismissive. There was no explanation given for the cancellation, nor an apology for holding my money for 16 days without delivering the item.

I will be filing a complaint with the Consumer Arbitration Board and attaching all my email exchanges with Kargoist as proof. Zara Home must stop charging customers for undelivered products and improve its service!