Zara App Delivery Issue - Paid Same-Day Fee, No Service

On 03.10.2025, I made a purchase through Zara online application. I selected the same-day delivery option and paid an additional fee for it. I paid extra for same-day delivery, yet there was no information provided about the delivery time frame. I contacted customer service, but I was only met with generic, automated responses. After insisting multiple times, I was finally told that deliveries are made until 11:00 PM—information that should have been clearly stated on your website from the beginning. When I pointed out that this was missing information, I once again received dismissive, copy-paste style replies. I requested to file a formal complaint, but was again brushed off with pre-written, irrelevant answers. This is where the real problem began. After my persistent requests, I eventually received a message saying that a complaint file had been created, and then the customer service representative abruptly ended the conversation. When I connected with another representative, I had to push hard once more just to get the file number (if such a file even exists). I asked for details about the content of the complaint file, but no information was provided. I told them I had not given any approval and had no idea what was written—so what exactly did they create? The only answer I received was: “We have forwarded it to the relevant department.” When I asked to file a complaint about the previous customer service representative, the conversation was once again ended—this time deliberately by the agent themselves. This entire process shows a serious lack of transparency and accountability in your customer service. I expect a clear explanation, full disclosure of the complaint file content, and an appropriate resolution for the failure to provide the service I paid extra for.