Zara Sent Me a Defective Item and Customer Service Questioned Why I Asked for Help

I received a defective Zara product just yesterday, and as soon as I noticed the issue, I reached out to customer service for assistance. I made it clear that I had purchased the item for a special occasion, and that it was now out of stock, so I was hoping they could offer an urgent solution.

Instead of support, I was met with attitude. The representative actually asked, “Why are you contacting us today about something you just received yesterday?” Even after I clearly explained that the item had only been delivered the day before, they kept questioning me—as if I had done something wrong by waiting until the next day to contact support.

I have a 30-day return right, and rather than focusing on resolving the issue, the response I received felt robotic and cold—like I was talking to an AI, not a real customer service agent. I saw the item after returning home from work, and naturally followed up the next day.