Zara Processed My Purchase as One Payment Instead of 6 Installments
On December 27, I made a purchase totaling $203 at the Zara Kentpark store. At checkout, I specifically requested 6 installments, and I was told that the purchase would be processed in 6 installments. However, afterward I realized that the transaction was processed as a single payment, not in installments.
When I contacted Zara’s WhatsApp support line, I was told that the transaction had been made in installments. Still feeling unsure, I checked again through the Zara app, where it was clearly confirmed that the transaction was a single payment, and the employee I spoke with through the app — E* S*** — explicitly confirmed that it was indeed a one-time charge. This means that the WhatsApp support agent S* gave me incorrect information.
After this, I went back to the store and explained the situation. They did not take a constructive or solution-oriented approach to fixing this issue, which was caused by their own mistake. They said that in order to cancel the transaction and reprocess it as a 6-installment payment, all product tags would need to be attached. However, since I liked the products and had already started using them, I threw the tags away. I do not want to return the items — I simply expect the store to correct its own error and make up for the inconsistent and incorrect information I was given.
I am also a customer who shops at Zara stores in European countries such as the UK, Spain, and Italy, and I have never encountered such an unhelpful and unconstructive attitude elsewhere. I would especially like to point out that the approach taken by the Kentpark Zara staff was not solution-focused.
I am requesting that I be contacted urgently, and that before my statement closes on October 10, 2026, the store’s mistake be corrected and the $203 charge be converted into 6 installments, and that this negative experience be properly compensated. The order number and the incorrect statements made to me are clearly documented in my WhatsApp and in-app conversations.
