Zara’s a tricky customer for refund

Ms I.T. writes: I was asked to provide fashion company Zara with my bank details to receive a refund of £69. After three months, Zara insists I have been repaid, but I have received nothing. It seems Zara credited an unknown account, but I am fobbed off with replies saying my refund has been processed.

YOU found that contacting Zara on its chat message board was frustrating, and my own experience was little better. Staff in London told me I had to contact the group’s bosses in Spain. I did, but they failed to reply. When I warned that I was going to publish your complaint, they asked a London public relations firm to tell me there was confusion because you had changed your bank – something you deny.

The PR firm gave me a statement from Zara: ‘Last June, we issued the refund, but the payment was unfortunately rejected by the customer’s bank.

‘We asked the customer to verify her bank details and have since resent the amount to her.’ I asked Zara where it sent the original payment but it flatly refused to tell me, ‘because of privacy concerns’. As you had signed a consent form allowing Zara to deal openly with me, I do wonder whose privacy they were concerned about. I am pleased that you have finally received the refund, but Zara has proved not to be an easy company to deal with.

If you believe you are the victim of financial wrongdoing, write to Tony Hetherington at Financial Mail, 2 Derry Street, London W8 5TS or email tony.hetherington@mailonsunday.co.uk. Because of the high volume of enquiries, personal replies cannot be given. Please send only copies of original documents, which we regret cannot be returned.