ZARA — Local services in Municipality of Thessaloniki

• I was scammed !!!!!

On 26 September 2025, I made a purchase at your Zara store located in Thessaloniki, Greece. The purchase included one white wool coat and one perfume. The payment was made using my Yapı Kredi Bank card, was duly authorized by my bank, and the corresponding amount was debited from my account and transferred to your store. However, despite the successful payment, I was informed of a technical malfunction in your store’s payment system, resulting in the denial of my transaction. Consequently, while the payment was collected, the products were not delivered to me. Beyond this breach, I was subjected to unlawful and humiliating treatment as follows: I was made to wait for approximately one hour, standing inside the store. Despite presenting proof of payment and official bank confirmation, my products were deliberately withheld at the checkout. The attitude and behavior of your staff caused me public embarrassment and humiliation in front of other customers. Withholding products for which payment has been made, and forcing me to remain detained inside the store, constitutes not only a violation of consumer rights but also an infringement on my personal rights and dignity. Furthermore, I request that the CCTV footage from your Thessaloniki Zara store between 19:00 and 20:00 on Saturday, 27 September 2025, be reviewed. This footage will clearly show that although my payment was taken, my product was not returned to me. On 29 September 2025, I reconfirmed with my bank that the payment was successfully transferred to your account. Nevertheless, to this day: The products have not been delivered, No refund has been issued, My grievances remain unaddressed. This conduct represents a clear violation of the prohibition against unjust enrichment, international consumer protection laws, and fundamental customer rights. Moreover, due to the treatment inflicted upon me, I have suffered both financial loss and moral damages. “They took my money but did not deliver the products. I have attached the receipt in the pictures.”

• I will get in touch with the consulate to formally file a complaint.

We made a purchase at web site and waiting already 2 weeks for delivery. But the main reason of this complaint that we trying to reach zara company already 4 times to get information about delivery. They doesn't have a telephone number or official mail, only not very easy to reach chat on their web page. Every time we speak with operator - hear only write to us in 3 days, no callings beck, no apologies and returns of money. We already asked for return of our money, but receive answer that they can't do it while currier didn't cancel delivery. This is ridiculous situation, first time in history of our online purchases and last one with zara, ofcourse. Our purchase number 53060575888 from 04.12.2022

Great store with great clothes, the staff is usually friendly and very helpful (with very few exceptions). I recently went to pick up an online purchase and the store assistant helped me right away.

-1 star because the email I got from Zara informing me that my order was ready to be picked up indicated that I would only have to bring the invoice so that an assistant could scan it yet when I got to the store the assistant asked for my ID, which I didn't have with me, and I was forced to come back another day to pick up my order. She also didn't need the invoice at all.

Please, let the customers know EXACTLY what they need to bring before they come all the way down to the store.