Zara Customer Service Didn’t Help After Canceling My Order

Ezgi · 2025-12-02T21:07:47+03:00

On November 27, 2025, I purchased a double-breasted short trench coat from Zara’s online store. When I placed the order, the item showed as in stock and the payment went through, so I confidently made the purchase. However, on December 2, 2025, my order was unilaterally canceled on the grounds that the item was no longer available in stock. My order number is 5447****540. When I called customer service to explain the situation, they told me the item was out of stock and that this was why the order had been canceled. I asked why, if the item was out of stock, the system showed it as available and accepted my order and payment in the first place. Even so, I was only told that I could re-purchase the item—meaning my inconvenience and the fact that I made this purchase during a sale period were not acknowledged or compensated in any way. I request that Zara either ship the canceled double-breasted short trench coat under the same conditions I originally purchased it, or, if that is not possible, provide me with a similar product under the same promotional advantages. Additionally, because of the inconvenience, lost time, and disappointment I experienced during this process, I expect Zara to offer a goodwill gesture or compensation as they deem appropriate.

Ezgi

On 27.11.2025, I purchased a short double-breasted trench coat from Zara’s mobile application. At the time of placing the order, the product appeared to be in stock and payment was taken from my bank card. However, on 02.12.2025, my order was unilaterally canceled on the grounds that the product was out of stock. My order number is 5447****540. When I called customer service, they only told me that the order was canceled because the product was out of stock and that I could repurchase the product if I wished. Even though the system approved and charged for a product that was not in stock, no compensation was offered for this purchase I made during the discount period, and having experienced similar issues before has seriously victimized me. Additionally, I have been waiting for days for the refund of the payment withdrawn from my bank card, and the refund has not yet been credited to my account. I have neither received the product nor has my money been returned. From Zara, I primarily request that the canceled short double-breasted trench coat be sent to me under the conditions I purchased it, or, if this is not possible, that a similar product be provided with the same advantages. In addition, I expect an extra gesture or compensation as they see fit for the inconvenience, loss of time, and disappointment I have experienced.