Zara Delayed My Return and Failed to Deliver My Personalized Bag for Three Months

I ordered five items from Zara online on October 23, 2024. Four arrived on October 25, and I returned three because they didn’t fit, keeping one sweater. The fifth item, a personalized bag for which I paid an extra ₺120, has neither been delivered nor canceled as of January 2025. Despite contacting customer service repeatedly, I only receive generic responses stating my case is under review. Meanwhile, I’ve paid three months of installments for a product I never received. I even visited the İstinyePark store multiple times, where the store manager, E***, rudely ignored my concerns. As a last resort, I filed a complaint with Consumer Rights, but no action has been taken. For three months, Zara has shown a lack of respect and accountability, leaving me with no proper point of contact to resolve the issue. Think twice before ordering online with them, as their service is deeply disappointing.