Zara Sent Me a Used, Perfume-Scented Product and Refused to Accept a Return
On June 11, I received my Zara online order—only to find that the product they sent was clearly used. As soon as I opened the package, I was hit with the strong smell of perfume, and the item showed obvious signs of prior wear. This is completely unacceptable. I paid for a brand-new item, not someone else's return.
The following evening, I went to the Zara store at Emaar to resolve the issue in person. Instead of helping me, the store staff—specifically a woman who identified herself as S****—rudely accused me of wearing the item myself. She dismissed my concerns entirely and refused to process a return or offer any solution.
This lack of customer care is outrageous, and I’m appalled by the treatment I received. Zara, if you're going to operate an online store, the very least you can do is ensure customers get clean, unused products—and then stand behind your return policies when you fail.
I’m formally complaining about S**** at the Emaar location and will be reporting this incident to the Consumer Arbitration Board and across all complaint platforms. I demand a full refund for the item I received and expect Zara to take responsibility for the unacceptable condition of the product and the behavior of its staff.
