On the 31st of January, I went to the Kensington High Street branch to return a dress. Despite having the receipt, the sale assistant refused to give me a refund because the item number listed in my receipt differed from the number in the dress label, the first sale assistant who handled my purchase scanned the wrong number so the second assistant refused to help me but gave me a customer service number to contact. The following day I phoned the customer service number, obviously wrong! When, after some research, I found the right number, they asked me to email the photos of the dress, the label and the receipt which I punctually did. On the 6th of February, I phoned again, they told me that they contacted the Kensington High Street shop that same day (strange …). On the 13th of February, I emailed them again but no reply. On the 19th they sent me a computer-generated email saying that they were sorry “for the defect in the item”. After 20 days, they hadn’t even read my emails or bothered to understand the problem and they gave me the wrong reference ID! The only solution proposed was for me to send the item via recorded delivery. I replied that I would have made the effort to leave the dress in one of the branches but I was not prepared to waste even more time and money to send a recorded delivery. They emailed back with a third reference ID and “call the number below” there was not number on the page! I found the number and phoned today 4th of April only to waste 27 minutes on another useless phone call. I was put on hold twice while he “read my emails” and spoke to his “supervisor” twice, the solution? The same offered in the email on the 19th of March: I have to send it by recorded delivery, so wasting more time and money to solve a problem CREATED BY THEIR USELESS and INCOMPETENT EMPLOYEE and transformed into a draining nightmare by the APPALLING and DISGRACEFUL customer service. There are not words to describe my frustration and disgust for the awful treatment and the lack of respect! I’ll give the dress to charity but neither me or any of my friends or family will ever shop at Zara again!