4mo ago
I really love the Zora top I ordered but I’m not happy with their policies/customer service. I have a very hard time finding clothes that fit when ordering online despite reading sizing charts and measuring myself before ordering. I ordered two sizes as my measurements were in between a M and L. I bought during a sale- not a sample sale or major markdown, but many items were discounted briefly. Neither the product listing page nor anywhere in the checkout process did it state that any discounted item was final sale. When it came time for me to return the one size that did not fit, I had to submit a request from their return portal and my return was “approved.” I was given a shipping label and I sent it back unworn in the original packaging. A month goes by and I hear nothing back. I reach out to customer service and they didn’t have information on my return so I provided the approval, tracking info, and order number. Another week goes by and I hear nothing. I reach out AGAIN, and no response. A day later I receive an automated email saying my return was denied because all sale items are final sale and instead I would receive a gift card for the item value I sent back. No explanation from customer service, and apparently this final sale policy is buried in their return policy somewhere but no be for of the doubt/warning. Why would the return portal allow the sale item to go through only for the brand itself to deny it?? It should be in a clear place to want customers that ALL sales are final, as this is NOT something you see often and shouldn’t be hidden in the faqs. Just disappointed that I had to bother them after over a month of sitting on my “approved” return to have them just deny it and stick me with a gift card and I’m out $150.
