One star is too much, I ordered a gilet on the 10.01.21 and received a dress instead. Upon receiving the wrong item, I rang customer services to which they sent me a return label for the dress and said that they would send the replacement, which I got an email for saying it was on its way on the 15.01.21. 2 weeks later, after giving it some time to arrive, I still haven’t received the item so I rang customer services to which the first woman put the phone down on me after asking for my details, and the second informed me that an exchange hasn’t even been put through! Baring in mind when I rang the first time, the woman on the phone said that an exchange had been put through and I would receive the item if I sent the wrong one back, which is exactly what I did, and messaged them on WhatsApp with the proof of return, just like the woman told me to. Now, 2 weeks later, the item is out of stock so I can’t receive it anyway, I’ve now had to ask for a refund which will take another 2 weeks to go into my account. Throughout all this, I haven’t been offered any type of compensation or discount for my troubles as it is no fault of my own, but Zara’s. I’m absolutely disgusted at the customer service and the communication within Zara, it’s like the place is run by monkeys! I will never order from Zara again and I will tell absolutely everyone about my experience because they don’t even deserve the custom. Appalled.