zara.com

Title: Parcel tampered with, missing order, and weeks of being passed around I’ve always shopped at

Title: Parcel tampered with, missing order, and weeks of being passed around

I’ve always shopped at Zara and never had an issue until now, but this has been the worst customer service experience I’ve ever had!

My order total was £173 and it was marked as delivered, but the parcel had clearly been opened and re-sealed with lots of tape and was left outside my front door. When I opened it, all of my items were missing. The parcel contained one item I never ordered in size XS (I’m a M/L), which wasn’t even on my invoice. I contacted Zara multiple times via live chat and Facebook, provided my order number and uploaded photos more than once, but I was repeatedly asked for the same information and chats disconnected. I was also told someone would call me, but no one did.

They have only refunded one item (£29.99) due to being out of stock, but I still have no replacement and no refund for the rest of the order. I’m still waiting for a proper resolution.

I’m genuinely shocked at how difficult it is to get this sorted with such a big company!

Date of experience: Jan 20, 2026