urvashigupta
New member
- Seller Name
- Zara India
- Company Name
- Inditex Spa Limited
- Product Name
- Gift Card
- Customer Care Number
- 1800 570 1020
- Loss Amount
- 2250
- Ratings
- Opposite Party Address
- INDITEX TRENT RETAIL INDIA PRIVATE LIMITED
8TH FLOOR, AMBIENCE CORPORATE TOWER II,
UNIT 1 (OFFICE 1), AMBIENCE ISLAND, PLOT NO. 3, NH–8,
GURGAON – 122002, HARYANA, INDIA
I am writing to formally escalate a grievance regarding the handling of my Gift Card (Ending in 2160) by the Zara India Customer Service team. I am requesting the immediate extension of my gift card validity (Value: ₹2,250) due to conflicting information provided by your official portal and a failure by your support team to respond within the validity period.
Here is the timeline of events proving I attempted to resolve this before the alleged expiry date:
November 4, 2025: I checked my balance on the Zara website. The status explicitly displayed: "EXPIRY DATE: NO EXPIRED DATE".image.jpeg
November 4, 2025: I spoke to a CS agent who confirmed there was no expiry date. Later that day, a second agent called, stated the previous information was incorrect, and promised a resolution within 24 hours.
November 7, 2025: I received an automated email regarding Case ID CAS-3120012-D6G9K0 asking me to contact support, with no actual resolution or information provided.
November 14, 2025: I followed up via IVR and was again promised a callback within 24 hours. No one contacted me.
November 28, 2025: During a chat session, your agent (Pravesh) informed me that the card had expired on November 11, 2025 and refused to extend the validity.
My Dispute:
Your official online portal misled me by stating the card had "No Expiry Date".
I proactively contacted support on Nov 4 (a week before the expiry), but your team failed to provide the correct date or a resolution until after the card had expired.
I am being penalized for the lack of response from Zara India.
Zara India has no proof - email or IVR which can prove that the information was transmitted to me well in time and before the expiry of the card.
On Dec 1, 2025, I visited a Zara Store in New Delhi with a hope that my grievance would be addressed in person - and I received another conflicting information stating that the expiry date was not Nov 11 but Nov 21, 2025.
I have attached screenshots of the website error and the chat transcripts as proof. As a loyal customer, I expect Zara to honor the value of ₹2,250 (€25) and extend the validity of this card, as the lapse was due to your team's negligence.
Here is the timeline of events proving I attempted to resolve this before the alleged expiry date:
November 4, 2025: I checked my balance on the Zara website. The status explicitly displayed: "EXPIRY DATE: NO EXPIRED DATE".image.jpeg
November 4, 2025: I spoke to a CS agent who confirmed there was no expiry date. Later that day, a second agent called, stated the previous information was incorrect, and promised a resolution within 24 hours.
November 7, 2025: I received an automated email regarding Case ID CAS-3120012-D6G9K0 asking me to contact support, with no actual resolution or information provided.
November 14, 2025: I followed up via IVR and was again promised a callback within 24 hours. No one contacted me.
November 28, 2025: During a chat session, your agent (Pravesh) informed me that the card had expired on November 11, 2025 and refused to extend the validity.
My Dispute:
Your official online portal misled me by stating the card had "No Expiry Date".
I proactively contacted support on Nov 4 (a week before the expiry), but your team failed to provide the correct date or a resolution until after the card had expired.
I am being penalized for the lack of response from Zara India.
Zara India has no proof - email or IVR which can prove that the information was transmitted to me well in time and before the expiry of the card.
On Dec 1, 2025, I visited a Zara Store in New Delhi with a hope that my grievance would be addressed in person - and I received another conflicting information stating that the expiry date was not Nov 11 but Nov 21, 2025.
I have attached screenshots of the website error and the chat transcripts as proof. As a loyal customer, I expect Zara to honor the value of ₹2,250 (€25) and extend the validity of this card, as the lapse was due to your team's negligence.