Ordered four items. One item that was sent to me was a different dress from the one I ordered but in the same colour. I had to contact customer support, which is ONLY by chat (this itself is unacceptable). First chat miraculously froze after 15 minutes of chatting back and forth. Very annoying! So I had to do a new second chat, going over the same things yet again. After much back and forth I inquired if the dress I had ordered was even in stock. She only answered after I asked 3 times. Finally, the rep admitted that the dress I had ordered was NOT in stock, so Zara sent me a similar dress instead.Is this even legal? On one hand, I can see good intent behind it, but on the other, it wasted A LOT of my time and energy to troubleshoot this in their clunky system. I also don't believe it is legal to send someone something they didn't order while keeping the money for an out-of-stock item the customer DID order. It seems fraudulent, actually. And would Zara have accepted the item as a return (since it didn't match what was on my invoice?).Also, there should be email and phone customer support (I prefer email). The chat system is very slow and very glitchy, and way too time consuming. After admitting that they purposely sent me the wrong dress, the rep tried to walk her comment back and say it matched what was on my invoice. (This was untrue because neither the name, item number, nor photo matched!)The 2nd rep also wasn't particularly helpful, was very slow, AND said a few things that could be read as snarky (I'm not sure how she meant them but you shouldn't say things to a customer that could be read in the pejorative). She also asked "why did you take us so long to notify us of this issue" when in fact, I had only had these items for TWO DAYS! I will think long and hard before I order again after this frustrating experience. This is extra frustrating because I would actually PREFER to try on items in the store, but my local store has since closed (even when they were open they often didn't stock the items on the website that I was interested in).To Zara: 1. I believe it is fraudulent to keep a customer's money when the item ordered is out of stock and to intentionally send the wrong item. You should immediately refund for out-of-stock items.2. You need to train your reps to be more responsive, considerate, and polite to customers 3. You need to have an email address where customers can contact you (and preferably also a phone number). 4. You need to do better.
