Zara - won't give me my money back

stop animal cruelty

Hi

I purchased a jacket off the Zara website, €129. I returned it within 2 -3 days receiving it as I did not like the material.

For returns, they say to print off the returns label and stick onto the bag. It also included my ID number. I don't have access to a printer so I wrote the address down and included all my details written on paper.

Weeks went by, no money was refunded. For almost the last month I have been onto customer service about it, getting no where with them. I sent photos of my An Post receipt and anything else they requested. Everytime I was told the issue would be looked into and I would be contacted.

Today I made it clear I would be taking to social media of I was not going to get my money back. The lady I was dealing with told my my order did arrive to the store, for returns. But because I didn't download and print off the address form, I'm at fault and not getting money back.

I'm so frustrated. It's not fair they get to keep my money, and go onto to sell that item and make another 129 Euro from it.

I then said give me the money or jacket back.

Am I entitled to anything? I did suggest I could download and print off the form now, but they said there's no point as I don't have the item any longer.

I know none of this would have happened if I did print off the form, I don't have a printer at home and would have to go to the next town to a internet cafe, a bit out of my way.

What can I do?

Mountjoy Mugger

They don't have to give you your money back. You simply changed your mind.

rameire

Mountjoy Mugger wrote: »

They don't have to give you your money back. You simply changed your mind.

Online Distance selling rules or cooling off period means they do have a right to their money back, as it was purchased online.

.......

stop animal cruelty wrote: »

What can I do?

Small Claims Court. Itll cost you 25 euro but you can ask to recover the cost of the jacket, the postage and the small claims amount.

What exactly are Zara offering? I find it difficult to understand that they have admitted to receiving the item back from you but are refusing to refund you at all?

SusieBlue

The form is irrelevant.
You have your proof of postage, they have confirmed it did in fact arrive into the store, what happened to it after that is none of your concern.
Stop dealing with the store and email the head office with your proof of postage. Going forward, try to do everything via emails so you have a chain of proof.

The printed returns label is bar coded so that it can be scanned and logged on return. It has all the details of the purchaser and is specific to you as the label is emailed to the purchaser making the return.

What does t&cs say about printing label for returns?

.......

Dav010 wrote: »

The printed returns label is bar coded so that it can be scanned and logged on return. It has all the details of the purchaser and is specific to you as the label is emailed to the purchaser making the return.

What does t&cs say about printing label for returns?

Their T&Cs cannot overwrite European Consumer Law.

rubadub

Dav010 wrote: »

The printed returns label is bar coded so that it can be scanned and logged on return.

The barcode is likely the ID number and maybe the name, the info on a barcode is usually duplicated elsewhere and sounds like they did their best to put the info on.

If you get an item that does not scan in a supermarket, or a concert ticket, they will just input numbers manually.

stop animal cruelty

Mountjoy Mugger wrote: »

They don't have to give you your money back. You simply changed your mind.

Can u expand on this??

stop animal cruelty

....... wrote: »

stop animal cruelty wrote: »

What can I do?

Small Claims Court. Itll cost you 25 euro but you can ask to recover the cost of the jacket, the postage and the small claims amount.

What exactly are Zara offering? I find it difficult to understand that they have admitted to receiving the item back from you but are refusing to refund you at all?

They haven't offered me anything. Just kept saying they are looking into it everytime I get in contact with them.

Because I didn't print off the form to return and stick on the package with there address.

ei9go

Ask your card company to do a chargeback. Simplest way.

stop animal cruelty

SusieBlue wrote: »

The form is irrelevant.
You have your proof of postage, they have confirmed it did in fact arrive into the store, what happened to it after that is none of your concern.
Stop dealing with the store and email the head office with your proof of postage. Going forward, try to do everything via emails so you have a chain of proof.

I haven't been dealing with the store, it's been Zara online customer service.

I have all messages on What's App.

stop animal cruelty

Dav010 wrote: »

The printed returns label is bar coded so that it can be scanned and logged on return. It has all the details of the purchaser and is specific to you as the label is emailed to the purchaser making the return.

What does t&cs say about printing label for returns?

The bar code is numbered.... I work in retail myself and know the code works alone than the bar scan.

Didn't read the t & C's 🙄🙄 online returns are usually straight forward.

stop animal cruelty

rubadub wrote: »

Dav010 wrote: »

The printed returns label is bar coded so that it can be scanned and logged on return.

The barcode is likely the ID number and maybe the name, the info on a barcode is usually duplicated elsewhere and sounds like they did their best to put the info on.

If you get an item that does not scan in a supermarket, or a concert ticket, they will just input numbers manually.

And that code was written down by me, on the paper I included in my returns.

FluffPiece

This won't help you out now but may be of use to someone in the future. If you have no access to a printer at home etc, the local library should have printers and scanners for use. The fees charged are tiny compared to other places. You're talking 10 - 20 cent a page or so.

As for your situation, as others have said keep everything in writing and if needed go with small claims court. Don't bother threatening with social media etc

.......

stop animal cruelty wrote: »

Can u expand on this??

What that means is that you are not automatically entitled to your money back when you change your mind about an item you buy in a shop.

However, that doesnt apply to something you bought online. Distance selling regulations give a cooling off period when you are entitled to your money back for a change of mind.

stop animal cruelty

quote=ei9go;110151465]Ask your card company to do a chargeback. Simplest way.[/quote]

How?

stop animal cruelty

What that means is that you are not automatically entitled to your money back when you change your mind about an item you buy in a shop.

However, that doesnt apply to something you bought online. Distance selling regulations give a cooling off period when you are entitled to your money back for a change of mind.[/quote]

I know alright your not always entitled to money back, but I haven't been offered anything back.

T-Maxx

How would this work in the real world? Sure everybody would just do it all the time.

SusieBlue

What courier did you use to send it back? When you look up the tracking online, does it show as "delivered"?

If so take a screenshot of this and send to customer service. Say that you have been more than reasonable & patient but feel like you are being pawned off, the label is irrelevant because the tracking shows that the package was delivered safely back to the store/warehouse.

Say that if you don't receive an email confirming you will be refunded as per your consumer rights under Irish law by 5pm on Tuesday, you will be lodging a claim with the small claims court and also publicising the poor customer service you have received on social media.

stop animal cruelty

stop animal cruelty wrote: »

What that means is that you are not automatically entitled to your money back when you change your mind about an item you buy in a shop.

However, that doesnt apply to something you bought online. Distance selling regulations give a cooling off period when you are entitled to your money back for a change of mind.

'

I know alright your not always entitled to money back, but I haven't been offered anything back.[/quote]

stop animal cruelty

Apologies I'm using my phone atm so annoying when tryna quote posts.

skallywag

Hmmm, this is a tough one.

First off, you definitely are entitled to your money back with no questions asked within a certain period, no issue there.

However, the fact that you have not printed out the return label has thrown a spanner in the works. It could be the case that the person who it was returned to simply does not have a way, or does not know a way, for this now to be processed, i.e. they have a scanner for such things, and without the bar/qr code to scan, they are lost. Yes, I agree that it should of course be possible to enter these details manually, but I would hazard a guess that 99.9% if returns have this printed return form included, and hence it's an unusual situation which the person who received it just does not know how to deal with now.

I do agree with the poster who suggests the small claims court, I believe you will definitely prevail if you push it.

The fact is though I guess is that if you buy something online, then there is somehow a presumed expectation that you would also have access somehow to a printer, even if that is not always the case, as seen here.

Shelflife

Well from Zaras pov they didnt get the jacket so they dont have to refund you.

You have a receipt that you posted something to Zara but not the correct way.

So 2 things could have happened.

An post lost the parcel or Zara got the jacket but because the correct barcodes werent on it it may have been inputted incorrectly.

If you sent it standard post you are out of luck as theres no way to track it, you can put in for a lost package and you could get lucky in that they find it but otherwise you will be at the loss for it.

If its the latter then you are at the mercy of Zara and unless they find it in their system then you wont be able to prove that they got it.

Its the downside of online shopping .

stop animal cruelty

SusieBlue wrote: »

What courier did you use to send it back? When you look up the tracking online, does it show as "delivered"?

If so take a screenshot of this and send to customer service. Say that you have been more than reasonable & patient but feel like you are being pawned off, the label is irrelevant because the tracking shows that the package was delivered safely back to the store/warehouse.

Say that if you don't receive an email confirming you will be refunded as per your consumer rights under Irish law by 5pm on Tuesday, you will be lodging a claim with the small claims court and also publicising the poor customer service you have received on social media.

I have done all the above, bar threaten to bring this to the Small claims Court.

I sent through An Post, I was given a tracking number and it confirmed it arrived. Zara themselves even said they received it in store.

stop animal cruelty

***The Zara Store did receive the jacket back, they confirmed it to me and I also have proof from An Post the package arrived to them***.

stop animal cruelty

Shelflife wrote: »

Well from Zaras pov they didnt get the jacket so they dont have to refund you.

You have a receipt that you posted something to Zara but not the correct way.

So 2 things could have happened.

An post lost the parcel or Zara got the jacket but because the correct barcodes werent on it it may have been inputted incorrectly.

If you sent it standard post you are out of luck as theres no way to track it, you can put in for a lost package and you could get lucky in that they find it but otherwise you will be at the loss for it.

If its the latter then you are at the mercy of Zara and unless they find it in their system then you wont be able to prove that they got it.

Its the downside of online shopping .

I don't think you read my OP fully...

stop animal cruelty

T-Maxx wrote: »

How would this work in the real world? Sure everybody would just do it all the time.

If you don't have any solution or advice re my issue, please don't bother commenting.

.......

Shelflife wrote: »

Well from Zaras pov they didnt get the jacket so they dont have to refund you.

Zara already confirmed they had received it.

skallywag

T-Maxx wrote: »

How would this work in the real world? Sure everybody would just do it all the time.

Anything which you buy online can be returned 'for convenience' within a certain time period. As long of course as you have not damaged it. etc.

SusieBlue

Shelflife wrote: »

Well from Zaras pov they didnt get the jacket so they dont have to refund you.

You have a receipt that you posted something to Zara but not the correct way.

So 2 things could have happened.

An post lost the parcel or Zara got the jacket but because the correct barcodes werent on it it may have been inputted incorrectly.

The package was delivered safely and An Post tracking confirms the same, so she does have proof.
What happened the parcel after that fact is none of OP's concern & not her problem, that's for Zara to sort out.
If they lost it in their warehouse that's their issue.

If they are adamant they only want their labels to be used they should include a free printed one with each delivery, as Asos does.
Not everyone has access to a printer these days and so long as its sent with the correct info & with tracking it shouldn't matter.
Its reasonable to assume not all customers will have the means to print off paperwork, so hand written bar codes & order numbers should be sufficient, so long as its sent tracked, which it was.

She is entitled to a refund for sure, I would definitely threaten the small claims court to get them to pull their finger out.

Phileas Frog

Mountjoy Mugger wrote: »

They don't have to give you your money back. You simply changed your mind.

Bolloçks.

.......

T-Maxx wrote: »

How would this work in the real world? Sure everybody would just do it all the time.

CC companies will only do chargebacks when you provide proof you have not received goods or services and can show them the communication you made with the company to resolve the issue.

I dont think they would get involved for this tbh as the good were received initially.

Shelflife

Misread the OP, well if you have proof of tracking then Zara have to honour their refund policy.

Cant understand why they wouldnt in this case.

SusieBlue

Also OP I would refuse to engage any further about the location of the package or the form. Neither are relevant.
Make it clear that you don't consider the current location of the package to be your problem, you have provided your proof of tracked postage & a screenshot stating "delivered".
This is sufficient info to authorise a refund and if they are unwilling to do same you will be filing a claim against them in the small claims court.

stop animal cruelty

Thanks for your posts SusieBlue. Will definitely mention the small claims court, I would go ahead with ot, if it comes to that, why should they get to keep my money after I gave back the item 😀

I asked to deal with a manger in customer service, as things weren't obviously getting anywhere. Suppose to get a call in the next 24 to 48hrs....l wont be holding my breath!

Mike3549

Tell zara that you will do a chargeback. I did this online with my bank. Check your banks website. You will have to upload your proof that it was returned, their confirmation is more than enough.
You bought this online, there is a cooloff period for online purchases within EU.

rubadub

I wonder what the law says about such demands like printing stuff out? I doubt they can. To go to the ridiculous extreme if can legally insist on you printing stuff out could they ask you to carve it into stone?!

I know several people with no access to a printer, nor would they want to go to the expense of it.

This site has a sample cancellation form
https://www.ccpc.ie/consumers/shopping/buying-online/your-rights-online/#Changeofmind

T-Maxx wrote: »

How would this work in the real world? Sure everybody would just do it all the time.

The buyer has to pay for the return (some shops might pay this themselves, like amazon give free returns on shoes and I think the also blacklist people who take the piss).

People in the real world would be far more likely to abuse bricks n mortar shops who have return policies for buying in store -since postage is so high in this country.

appledrop

They haven't a leg to stand on. They have to give you your money back. Everyone has a right to return a product when bought online.Printing off label thing is ridiculous. I order from loads of websites for clothes + have never had to do this. They all include a returns label/ form with the delivery that you can use. Don't take no for an answer.

theteal

stop animal cruelty wrote: »

Can u expand on this??

Don't worry OP, that's just a mistake on the posters part. You've no right to change your mind in a physical shop. Online/distance selling is a completely different thing.

kathleen37

You will have a chargeback right, as you have proof the item was returned. (Don't lose it!)

You also need to keep details of them confirming they received it back and advise this to your bank/credit card company.

So, contact your credit card company - or Paypal if you used them. I had to do a chargeback recently and all details were completed online (Ulster Bank)

Ridiculous of Zara.

Good luck.

SweetCaliber

I'd try a charge back first before small claims court.

So long as you have the proof of postage and the messages from Zara, you'll have no issue with the charge back.

dudara

You have confirmation that the goods were received back by Zara. Therefore, you should be refunded.

Your options now are the SCC or a chargeback. Good luck.

GerardKeating

stop animal cruelty wrote: »

HiWhat can I do?

Contact your card issuers, tell them you returned the item, they confirm they got it, but have not refunded it yet, it's been a month and you want to raise a chargeback against the origional sale.

regards

stop animal cruelty

How do I make a chargeback? Never heard of it before nor knew such a thing existed...

Red Lightning

Talk to Zara head office and if they don't co-operate then threaten posting to social media or small claims court. They will likely give you your money to avoid any bad publicity. Best of luck.

dudara

stop animal cruelty wrote: »

How do I make a chargeback? Never heard of it before nor knew such a thing existed...

Contact your bank or card provider for info. There should also be details online on the Card Services section of your bank’s website.

shygal

Red Lightning wrote: »

Talk to Zara head office and if they don't co-operate then threaten posting to social media or small claims court. They will likely give you your money to avoid any bad publicity. Best of luck.

You really think this is better than a simple chargeback?

Shelflife

Not sure if the charge back option will fly.

The op bought the jacket with the card and did indeed receive the jacket.

You could only do a charge back if you didn’t receive the jacket.

You can try but I’d doubt it will work.

stop animal cruelty

Will get in contact with the tomorrow, thanks for all the help *thumbs up*

GerardKeating

Shelflife wrote: »

You could only do a charge back if you didn’t receive the jacket.

Not correct, it is also good for situations like this

Shelflife wrote: »

You can try but I’d doubt it will work.

Better odds ( and a lot quicker) than Small claims court