Zara.com review: Refused refund

On the 31st of January, I went to the Kensington High Street branch to return a dress but despite having the receipt, the sale assistant refused to refund me because the item number listed in my receipt didn't correspond to the number in the dress label: the first sale assistant who handled my purchase scanned the wrong number so the second sale assistant refused to help me but gave me a customer service number to contact.

On the 1st of February, I phoned the customer service number, it was wrong! After some research I found the right number and they asked me to email the photos of the dress, the label and the receipt which I punctually did.

On the 6th of February, I phoned again, they told me that they contacted the Kensington High Street shop that same day … On the 13th of February, I emailed them again no reply.

On the 19th they sent me a computer-generated email saying: "We are sorry to hear about the defect in your item as all Zara products are subject to strict quality control. Can we please advise you to send your faulty items by post. Please be advised to include the purchase receipt, your contact details, the case reference ID xxxxxxxx and your address when making the returns.
You will need to send this off as recorded delivery, include a copy of the recorded delivery receipt in the parcel and keep a copy for reference."

After 20 days, they hadn't even read my emails or bothered to understand the problem (defect in my item?) but asked me to send the item via recorded delivery so to waste even more time and money to solve a problem CREATED BY THEIR USELESS and INCOMPETENT EMPLOYEE and transformed into a draining nightmare by the USELESS and DISGRACEFUL customer service, . Furthermore if the reply wasn't irritating enough they gave me the WRONG REFERENCE ID!

There are not words to describe my frustration and disgust for the appalling treatment and the lack of respect! The pathetic saga is not over, after wasting so much energy and time I'll give the dress to charity but I will never buy at Zara again!