I bought 2 men tops on November 24, planning to gift them as a gift on December 9. Received the items on December 4 and completely wrong items (received whole bunch of baby boys items), right away called customer service and a gentleman promised that I will received a call back within 48 hours. Nothing happened. I called back on December 11 to follow up (spoke with lady named Maissy) and she mentioned in never called in Dec 4 and after so much confusion, finally she admit that I did call. I also being advised that I will not get my correct items as I haven’t return the wrong items. No one told me this on the first call and I’ve been waiting for call back for a week! When I’m ready to send the wrong items and asking the timeline of the correct items to be delivered, I am then just be advised that my original order have been sold out which very dissapointed, so she told me I will get refund once the items are returned and they do investigation from their end. Why do I have to wait for the refund while their doing their own internal investigation??? Again, I’ve been promised to receive a call back by a Manager to solve this issue but no one call me at all! Called back on Dec 13 (spoke with Raphael) already very tired with this process of back & forth and their unprofessional customer service, simply ask what’s going on over here? FINALLY get the return label emailed to me and scheduled to be home pick up on Dec 15 between 12-3pm, get the items picked up at 3.30pm. During conversation with Raphael on Dec 13, I was promised that I will get refund once the tracking number is activated and I simply call customer service again. So that’s what I did, spoke with manager named Lulu, requested the refund and NOW they mentioned they can’t give me a refund unless the items are received by Zara. I’m beyond upset with these multiple calls and Zara keep changing their statement and I insisted that I want the refund to be done TODAY and finally Lulu agreed to do so. Now I just received an email that stated only ONE out of two items will be refunded to me and the other item will still be delivered to me. It’s already way way passed Dec 9 and I do not require this item anymore but the most important I made it very clear that I want REFUND and NEVER requested the item to be sent to me. This is the worst online shopping experience and I used to like Zara, this very bad customer service really leave sour taste. Summary: - super disorganized - eventhough it’s completely their fault, customer will be the person who suffer - expecting a compensation? Dream on, Zara don’t care about customer at all