Worst customer service! Zara collected the returned items however they forgot to refund the money back to us, we called to follow up they said don't worry you will receive the refund within 10 days, what a blunder! instead of refunding they then in error re-sent out replacement items. We called customer services and asked to speak to the manager as it had been 18 days over due a refund back to us. They said manager is very busy, we said we are happy to wait on the line, the customer services agent Zoya then came back to us and said the manager will be a while he is on the other line, we said we really need to sort this out so we prefer to wait on the line. Kept us waiting for ages, then finally came back and said the manager will ring you back straight after as soon as he hangs up from the call he's on right now. So he will be couple of mins. We insisted that we really need this resolved as it has been 18 days. The manager never called back, so we decided to ring back and were told by customer services agent Jordan that there are no managers or supervisors available they have all gone home. We explained the situation that we were promised a call back, he response was like I said there are no managers on the floor they have all gone home and I mentioned that we are now recording this conversation. He hung up! Terrible service! then tried calling back and just could not get through.