Zara Home Has Not Replaced or Refunded My Broken Wooden Kitchen Toy Set

On April 16, 2026, I placed an online order through Zara and purchased the Zara Home Wooden Kitchen Toy Set for my daughter. When the product arrived, I immediately noticed that it was broken. Because the item was large and heavy, I was informed that I would not need to ship it myself and that a courier would collect it from my address as part of the return or replacement process.

Unfortunately, what followed was nearly a month of delays and frustration. Despite providing my availability and confirming pickup dates multiple times, the courier never arrived. I repeatedly followed up and was continuously given new dates and assurances, yet no collection took place. Eventually, after persistent requests and repeated attempts to resolve the issue, I was finally able to arrange for the product to be collected on May 15.

Since that date, I have received no meaningful information about the status of my order. I do not know where the product is, whether it is being processed for a replacement or a refund, or when I can expect a resolution. Neither the Zara app nor the WhatsApp support channel has provided any clear answers. Every time I contact support, I am asked to repeat my order number, personal information, and email address, only to be told that my case is being forwarded elsewhere. After that, no follow-up is ever provided.

There is no customer service phone line available to contact directly, and when I visited a physical store, I was informed that store employees could not assist with the issue. As a result, I have been left without both the product and my money for nearly two months.

I find it unacceptable that a company of Zara Home’s size would allow a customer, especially one purchasing a children's product, to experience such prolonged delays and uncertainty. I request an immediate explanation regarding the status of my order and the location of the returned product. I also request that the broken toy set be replaced promptly with a new, undamaged one. If a replacement is not possible, I expect a full refund to be processed without any further delay.