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Zara.com review: Zara gift card

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12:51 pm EST
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I purchased a £50 Zara Gift Card online as a birthday present in August 2024. The receiver tried to use it online but she repeatedly received invalid messages. She took it to a store and they said it was blocked. She tried to contact online they said they needed to hear from me as the purchaser of the card. I tried calling Zara Customer Services but they have a message saying that their lines are no longer attended and only online communication is now accepted.

I contact Zara via WhatsApp, gave them the order number, email address, my telephone number and the card number. I was perfectly polite and factual. They didn't help and stopped replying. I contacted Zara online. They asked me for all the information again, then did not respond. They then blocked me from sending another message. I started the message three more times and still no assistance. By this stage the card receiver and myself had spent 9 hours trying to get this sorted. I asked them 3 times for their complaints procedure. They ignored me on 3 occasions and on the 4th the told me to submit my complaint on the chat.

I received an email this morning asking me to contact them by online methods and quote the ID case number for an update. I started with WhatsApp. The message came back stating they could not help me. I went to online chat they said there was no update (despite me receiving an email advising me there was an update and to make contact online). I had to restart the chat 4 times and put in all of the information each time. The chat would get so far and then there would be no ability for me to respond when they could not help me (I was typing every 2 minutes in case it was a "timed-out" issue). They appear to just block the responses after they ask you to "wait one moment". They never resolve the issue.

Claimed loss: £50.00 an in addition I have lost 5 hours work because of this ridiculously laborious process (that is £128.20).

Desired outcome: Refund of the amount I paid for the gift card and compensation for the time spent on stressful time spent trying to resolve this issue.

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