Zara Home Refused to Replace a Defective Pedal Trash Can After Multiple Support Requests

On May 13, 2026, I purchased a pedal-operated trash can measuring 47×27×27 cm with reference number 7228/762 from the Zara Home online store. The product was delivered to me on May 14, 2026. Although the trash can appeared to be in good condition visually, I immediately discovered that the pedal mechanism did not work. When I pressed the pedal, the lid failed to open, making the product unusable and unable to perform its intended function.

As soon as I identified the problem, I contacted Zara Home customer service on the same day. I was instructed to record a video showing the defect and send it by email. I was also assured that I would receive a response within 24 hours. On May 14, the day the product was delivered, I sent the requested video and email to the address provided.

Despite these assurances, no response was received within the promised timeframe. I contacted customer service again and was told that there was a high volume of requests. I was instructed to resend the email with my name included in the message and was specifically told that I would receive a definitive response no later than 5:00 p.m. that same day. I followed these instructions and sent the requested information again, yet no response was ever provided.

As a result, I have been left dealing with a defective product while also being unable to obtain any meaningful assistance from customer service. The lack of communication and failure to honor the promised response times have significantly increased the inconvenience caused by this issue.

I am requesting the immediate replacement of this defective pedal trash can with a new product of the same model, color, and size. The requested videos demonstrating the defect have already been submitted. I also expect Zara Home to address the failures in its customer support process and resolve this matter without further delay.