This company deserves NO STARS for their lack of Customer Service and ridiculous exchange/return policy. They stalled and stalled and stalled in "making their decision" regarding an online Christmas gift purchase for my granddaughter, that I needed to return. I attempted to return the item, a dress, that did not work for her. I went to the Oak Brook Center location in Illinois. The dress has all tags on it and I have the receipt. It was past 30 days from the date that I ORDERED THE DRESS. WHAT STORE COUNTS 30 DAYS FROM THE DATE THE ORDER IS PLACED TO CALCULATE TIMEFRAME FOR A RETURN?!?!? Especially at Christmas time! The sales associate and the store manager said that since it was an online purchase AND PAST 30 DAYS FROM ORDER DATE, I WOULD NEED TO SHIP IT BACK. I went on Zara website to get a free return shipping label but could not access it. So, I called Customer Service to explain my confusion regarding returning the dress and also explained that due to Covid we were unable, as a family to get together for Christmas. Therefore, I did not see my granddaughter until weeks after. Since my first attempt to return the item on Jan. 30th, I have called them on Jan. 31 and spoke to Maliea, who said I would receive an email resolution within 48 hours. I did not. I called them Feb 1, called them again Feb 4, and talked to "Houda" who said to wait a week! I HAVE NEVER HEARD ANYTHING FROM THEM! The irony is that they profess that over 30 days is TOO LONG, after an order is placed, to return an item. Yet I have been waiting a month for a response that is obviously NEVER GOING TO COME! Referring to ZARA Customer Serice is oxymoronic. They really do NOT have any customer service whatsoever. I'm 75 years old and on a fixed social security income. Losing the money for the dress or not even allowing a store credit for my granddaughter to purchase something else is wrong. I am not on any social media platforms. My hope is that people who are as unhappy as I am will post their dissatisfaction with ZARA on social media for shoppers to not shop there due to their unfair practices. read more