Claim Letter

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Alexis Yecora
106-57 97th Street
Ozone Park, NY, 11417
(718) 213-28616

February 26, 2013

Mrs. Lilly O’Connor
Customer Service Manager
Zara Corporate Office Headquarters
500 Fifth Avenue, Suite 400
New York, NY, 10110

Dear Mrs. O’Connor:

Please credit my Visa account to correct an invalid charge of $291.73.

On February 18, 2013, I bought through your Zara USA website two of the woman shoes. I purchased in size 6 both the Electric Blue wedge sneakers and the brown Studded Strappy sandals. Each item cost me $129 plus $23.78 for tax. At checkout, I specifically chose the 24-48 hours express delivery option that costs an extra $9.95. The shoes were to be delivered between the days of February 19th and February 21st, 2013. On February 21st, 2013, I alerted your customer service agent, Ms. Tina Lopes, about the late order and she promised that my shoes would be arriving the following day. However, the order did not arrive until 5 business days later, February 25th, 2013. When I finally opened the package, the sneakers and sandals did not satisfy my request. The Studded Strappy sandals came with two left feet and in size 9. Also, the Electric Blue sneakers came in black suede, with no extra laces, and in worn conditions. Additionally, I was not assisted regarding this order in your 580 Broadway and 750 Lexington Avenue stores. Time after time I have had poor luck reaching a customer service agent via email and telephone calls. Enclosed is a phone screen shot of the complete order, the confirmation email, and the statement charging $291.73 to my Visa account from Zara USA.

Please authorize a credit immediately and accept the return of the shoes in one of your NYC located stores. I am currently wearing my comfortably beautiful Zara USA Metallic Ballerina flats that my coworkers wish to order shortly. I am sure this was a once-in-a-blue mistake and that, as always, my coworkers and I will be receiving our future orders with...