As a loyal Zara customer, both online and in-store, I am highly unhappy with my recent online purchase. On July 15th, I placed an order, and on July 18th at 11:19 PM, I received a notification stating that the product had been delivered. However, I never received the package and was not asked for the delivery code by the courier company.
Since voice communication was not possible, I contacted Zara's Live Support. They assured me in writing that they would contact the courier company and get back to me. However, by July 31st, there still needed to be an update or product. When I contacted them again, I was informed that my item had been placed in a delivery locker. However, there is no such locker at my address, and no one from Zara contacted me to correct this false information.
Despite my surprise, Zara then messaged me on WhatsApp to inform me that my refund had been processed. However, as of today, August 14th, I have not received my refund. When I contacted them again, they responded in the same way: "Your product was left in a delivery locker, and we are in contact with the courier company."
Zara's outdated approach and lack of communication do not deserve a civilized response. I have all of the documentation that proves no package was delivered to my address, as well as the contradictory and misleading messages I received from Zara. This delay, misinformation, and lack of professionalism have completely ruined the value of your brand for me. I've attached all of the written communications I had with Zara about this issue.
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