Head of Department

Zara Shop

       Dear Mr.  Ortega;

       Last week, I bought a Black coat from your online store (order 123654JE), I read the conditions carefully, and the item was in stock. It said “if you don´t like and you have a problem with the item, we refund your money”.

        When I received the coat, yesterday, the colour was wrong. I received a white coat, and I ordered a black one.

       Today I phoned your Customer Service Line, I talked with Andres Perez, and he told me that the black coat was not in stock, there was only white and red. I asked him if I could take the white coat back and get a refund, but he said me that he couldn´t give me a refund, he could change for some other items.

        So I decided to make a complaint, because I don´t need any other items, I want a full refund of my money. If I don´t receive your answer soon, I´m going to ask for a compensation.

         I would love to shop with you again if you can demonstrate to me that you are still as good as I know you used to be.

        I look forward to hearing from you.

      Yours sincerely,

Mª Carmen Morales