I Report Zara Ignored My Orders and Repeated Complaints

I am writing to express my deep dissatisfaction with the customer service I received from Zara Türkiye between June 27 and July 5, 2025, regarding two online orders (54221801562 and 54248291422). Despite contacting Zara via WhatsApp live chat more than a dozen times—speaking with representatives such as H***, M***, İrem, M***, H*** N***, N***, D***, and your AI assistants—I have yet to receive my orders or any meaningful resolution. On June 26, 2025, order 54221801562 was marked as having arrived at Kargoist’s Sarıyer branch. Between June 27 and July 2, the package remained untouched at the same branch, even though Zara’s own system promised delivery by July 2. From July 1 to 5, I engaged in multiple live chat sessions, all of which ended the same way: agents offered repetitive apologies such as “We’re sorry for the inconvenience” and “Thank you for your patience,” provided no new information, told me to wait, and then abruptly ended the chat with phrases like “Thank you for contacting us, have a good day.” Each time I asked for specific answers or escalation, the conversation was terminated. No single representative took ownership; I was passed from person to person, each starting the conversation from scratch, ignoring the history of my issue. Promised delivery dates passed without action or the ability to even contact the carrier myself. This kind of unresponsiveness stands in stark contrast to global standards—Zara Türkiye’s approach appears to be built around exhausting customers rather than helping them. Your frontline agents seem trained only to apologize, log complaints, and end conversations. I urge Zara Corporate to investigate these ongoing systemic failures, retrain your Türkiye support staff in accountability and escalation procedures, and benchmark your service model against Amazon and Hepsiburada to restore a basic standard of customer care.