Disgraceful experience with Zara

Jimmy Talons

I would just like to forewarn the few that read this to never purchase a gift certificate from Zara. I was given one on my birthday from my mother for 100 euro who doesnt have much money to throw around.
The gift card was lost, Zara played all friendly on the phone taking every detail form the receipts so they could get the card on their system. They then proceeded to cancel the card but refuse to reissue it.
These <SNIP> have just relieved my mother of 100 euro. We would rather it wasn't blocked if we had known of their <SNIP> behavior implying that their could be some solution in coaxing the details out of an elderly woman down the phone just to block it and then refuse to reissue or refund cos thats their terms and conditions. Fair enough if its lost its your fault even with the recipts and number and the reference in their system (bent, but fair enough be dicks). But the fact that reporting it lost only serves to save them 100 quid is an absolute disgrace. They take all the details then cancel it and pocket the value for themselves.
Buyer beware when dealing with this <SNIP>.

newsunglasses

How can they get away with this surely it is illegal to do such a thing,refuse to refund you your money,or issue you another card.

Contact the police,or go to the consumer agency and get a solicitor if all else fails..

There are a lot of no win no fee solicitors that are quite good,i have been to one,as i was accused of shoplifting in brown thomas,long story short i was awarded 6,000 euros,as i was wrongfully arrested on top of this.

Think about going to a solicitor you could be due a grand or two for your trouble.

Marsden

Make sure you keep track of everything including the call, when you rang, who you spoke to. All the gift card details etc. Terrible behaviour from Zara.

Jarren

http://static.zara.net/static/terms_conditions/gift_card/11710/20121023/giftCard_UseConditions_11710_-1.htm

The Card is a bearer instrument. Its cardholder shall be solely responsible for the use and safe-keeping of the Card. The Card shall not be replaced in the case of theft, loss or damage thereof. However, ZARA may replace the Card in case of change of format of the Card

newsunglasses

Question 1:Have you sought legal advice?

dudara

The T&Cs cover Zara and relieve them of liability. This is basically the same situation as you losing a €100 note. They are under no obligation to reissue you with a card.

To be very technical, they didn't "relieve" your mother of €100. That money was gone from your mother's purse when she purchased the gift card. In return you received a piece of unsecured debt, for which Zara have no obligation. This is why buy gift cards are a bad idea in general.

However, now that I've covered the legal situation, I would say that Zara have performed abysmally here in terms of customer service.

ted1

Treat it like cash, if you lost 100 euro the bank wouldn't reimburse you.

Unfortunately you learnt a lesson

Jimmy Talons

cheers folks for the responses. i would have absolutely no issue but for the fact that the card is now rendered useless. They have blocked the card using the info they requested over the phone so it cannot be redeemed but refuse to refund it or reissue it thus pocketing a tidy little ton. that's why i used the term 'relieved', maybe <SNIP> would have been more apt.

also apologies mod, just saw my original post! it actually reads a lot better now left to the imagination

wmpdd3

Do they have a facebook page?....

Tiddlypeeps

They didn't steal your money, you lost it.

It's ****ty customer service given that they have the facilites to chance the old card and issue a new one but theft it is not, they have no obligation to do that.

What is their policy if you find the missing card? They may be able to reactivate it. I would say in that case you could be legally entitled to it, but I can't say for sure.