Re order number [protected] Dear Sir/Madam, I am writing to you as I am totally disgusted with the customer service I have received from Zara online UK. I ordered two 10ml perfumes as I wanted to see how they smelt before I bought a larger one. On arrival one had leaked and was virtually empty! This is the second order I have received where the item has been damaged... as their postage costs are quite high I would expect things to be packaged better! Since I have asked for a refund for the item and the postage I have been given the complete run around by customer service. Every time I speak to someone on the phone/chat/facebook messenger I am given different answers... told I would get a refund and don't need to return the item, then told I do need to return it... this has been going on and on. On one chat an agent was extremely rude to me. She was asking me for a number that she said would be on the perfume box. It wasn't. She then told me no to worry if I wasn't understanding what she said to me!!! I was furious that I was being spoken to like that! I am not stupid! What she was asking me for was definitely not on the box! I have just been on chat again and the agent ended the conversation before I had finished and didn't bother to answer my question. I am so disappointed as I have always loved Zara, but I am now so fed up with being messed around that I will never ever set foot in a store again. I would like to make a formal complaint about this matter and would like them to issue my refund immediately please. I keep being told that the relevant department are looking into the matter. I'm not sure which department or what exactly they are looking into as on 20th July I was told on messenger that my refund had been approved. Please look into this matter for me and possibly restore my faith in the company? Sincerely Sarah Oldfield 4 Willow Drive Barnet Herts England EN5 2LQ