Zara Sent Me the Wrong Size, Then Refused My Return and Blamed Me for It

I placed an order through Zara’s official website, specifically selecting a size S item. However, what I received was a size M. Unfortunately, I didn’t realize it immediately and removed the tag. Once I tried it on and noticed it was too big, I double-checked and saw the wrong size had been sent. I then initiated a return request—but to my surprise, Zara denied the return, claiming the item was used, simply because the tag had been removed.

I spoke with a customer service representative named Ş*, and the experience was just as frustrating. She didn’t read or acknowledge anything I wrote, simply replied with automated responses, and refused to take accountability. Her attitude was dismissive and unhelpful, making the situation even more aggravating.

Now Zara is sending the incorrect product back to me, and I am being forced to keep something I didn’t even order correctly in the first place. This was Zara’s error, not mine. I expect a full refund and an acknowledgment of their mistake—not a generic excuse or a return denial based on their own misstep.