Zara - won't give me my money back

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

SweetCaliber

Shelflife wrote: »

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.

It will, take AIB for example, when filling out their Dispute Transaction Form, one of the options are:

2. I didn’t get a refund when I was supposed to:

Once 15 days have passed since the transaction and you still
have not received the refund, send us the receipt for the
refund from the sales terminal.

https://aib.ie/content/dam/aib/personal/docs/our-products/credit-cards/dispute-transaction-form.pdf

Bank of Ireland is very similar:

5. A Refund that I was promised was not processed
after 30 days

https://www.bankofireland.com/app/uploads/assets/Credit-Card-Dispute-Form.pdf

At the end of the day OP, you sent the item back, Zara confirmed they received it but won't refund you, you will have no issue with your bank reversing the transaction, just be sure to hold onto the chat logs and the proof of postage from An Post.

I'd advise against the Small Claims Court and use it as a last resort, going through your bank would be the best option imo.

Mike3549

Usually mentioning chargeback speeds things up, zara wouldnt like additional chargeback fees, it also damages their rating which might cost them in the long run

dudara

Shelflife wrote: »

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 also request a chargeback if you haven’t received your refund.

There’s a lot of misunderstanding in this thread regarding the distance selling legislation that applies when you buy products online. More info can be found below. It’s well worth being aware of these rights.

https://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_rights/distance_selling.html

stop animal cruelty

Update.....

They have now claimed that they did not receive the parcel so I'm not entitled to my money back. I told them that is untrue and that I have a screen shot of the message from them that my parcel did arrive!

Off to the Small Claims Court I go with them.

theteal

stop animal cruelty wrote: »

Update.....

They have now claimed that they did not receive the parcel so I'm not entitled to my money back. I told them that is untrue and that I have a screen shot of the message from them that my parcel did arrive!

Off to the Small Claims Court I go with them.

Did you talk to the bank/card issuer?
If you have all the proof, a charge back will be a lot quicker.

SweetCaliber

stop animal cruelty wrote: »

Update.....

They have now claimed that they did not receive the parcel so I'm not entitled to my money back. I told them that is untrue and that I have a screen shot of the message from them that my parcel did arrive!

Off to the Small Claims Court I go with them.

Again more proof for a chargeback. Its a hell of a lot quicker and easier and still worth trying before thinking of small claims court.

Id guarantee youll get your money back through a chargeback with your bank.

stop animal cruelty

Think I'll chance the charge back first so if its quicker. I'm so annoyed their now saying they never received the package, feck off like, the likes of these companies have probably gotten away with stuff like this hundreds of times. Not with me they won't.

stop animal cruelty

** update **

So I went ahead and requested my money back through a detailed letter to AIB.

Got my money back, Happy days 🙂 thanks all for the suggestions and information.

dudara

Delighted you got a resolution. Well done.

toetatoe

Well done OP. I’ll definitely steer clear of Zara from now on. Your treatment was shocking.