K. E. P.

I am writing this after 15 days, 9 attempts with customer service via chat, 5 emails, and one PayPal dispute later. We placed 3 orders over one week with ZARA Home totaling well over 300 dollars, but we received a partial delivery with one item missing. Missing item was $19.99. Being the good consumer, immediately contacted customer service detailing we did not receive the largest (in size) item from our order, and after two different customer service agents, we were assured it was on its way, we were given a tracking number, and sent an email with the same details, and told it would be a few additional days since it was coming from Spain. Well, tracking number was useless and never showed up as valid, and ZARA Home when contacted again changed their story to-- "All items were delivered"... We tried politely clarifying this was obviously wrong, as they themselves had previously CONFIRMED via email and chat, and that went nowhere. Vague answers, customer service hanging up on us…mind you, all we did was ask polite questions and firmly request someone resolve the issue or refund us. NOTTA! So, PayPal dispute was the only way forward. What a complete lack of customer service, transparency and accountability. I mean, it was an almost spectacular display of horrible service.