bad online experience gone wrong

Good day

Please kindly assist i bought a jean online on your Zara website on the 4th of October using my laptop . i did not receive any order number on my emails amount of R619 it was debited on my card no *** Capitec bank .

On the 4th when i did the registration i didn't get the order number which also came to my surprise and even after i went to store when that store manager did the registration nothing came through .i will send you the attached bank statements from my bank

i went to store in Menlyn i was assisted by the store manager Koketso he told me there is no order that they received .the email address that i used to purchase is *** contact no :*** we did the registration again and it went through .

i went to capitec they reversed the funds on the 11th ,this morning @2.34 am i was debited again ....can i please have my money back or can you please draft me a letter confirming that you did not have any order for me . i will go to Capitec bank and provide it to them and they can reverse the payment .see attached statement of the money debited last night again @2.34am when i called Capitec in the morning they told me the money is already banked on your account .

on the 4th when i did the registration i didn't get the order number which also came to my surprise and even after i went to store when that store manager did the registration nothing came through .i will send you the attached bank statements from my bank .

i spoke with Mantwa from Menlyn store again from Monday and today explaining my situation again ...please if i can have the jean that i ordered or my money back i will really appreciate it .im a so frustrated

they advised if i can get a letter confirming i didn't receive the goods and they reverse my money back .see attached statement

my full names are bertania Mabunda/ndlovu id no ***

i am not talking to Rahul he is really not helping me here i am able to see the attached option but it doent allow me to drag 02:55 PM

Hello, my name is Rahul. How may I assist you today? 02:55 PM

I apologize but I am not getting a response. Are .you still there? 02:59 PM

Yes 02:59 PM

iam trying to send the screen short 02:59 PM

im a sending soon 03:01 PM

Thank you for the information. 03:03 PM

this is frustraighting me it doesnt wana send the attachment to you 03:06 PM

You can try after some time. 03:07 PM

message zoom download 03:09 PM

May I know your full name, order number, contact number and registered email.id ? 03:10 PM

my full names is bertania mabetah ndlovu/mabunda id no ************0086 contact no *** ..i didnt receive the order number 03:11 PM

***tso store manager from menlyn thought mayne i might have mistakenly enter a wrong email adress but even after i did the restration with him i dint get anything from zara and i do not have an app 03:13 PM

helooo are you still there 03:20 PM

Rahul are you still there 03:21 PM

Can you please elaborate the your question again. 03:23 PM

message zoom download 03:23 PM

this is actually the jean i wanted size 10 03:23 PM

which question are you referring to im lost now 03:24 PM

capitec asked that i request a letter from zara so they refund me my money i will order the jean instore and pay for it as im now being debited for order that zara says they do not have 03:25 PM

Dear Bertania, We would like to thank you for taking a few minutes of your time to email us. Please read the link below to understand how your bank processes pre-authorisation and contact your bank. https://www.zara.com/za/en/help/time-o 03:27 PM

Please note that we do not double debit our customers and according to our system your order is still ad the warehouse. We kindly advise you to await till the order has been shipped and check your account. If 2 charges are showing, please note that Capitec Banks pre-authorisations are showing as a charge. 03:27 PM

they responded to my email now 03:27 PM

so are you saying now my order is at the warehouse ? 03:28 PM

then i will be happy if my order is still coming 03:29 PM

May I know your full name, order number, contact number and registered email.id ? 03:29 PM

but i sent it above 03:30 PM

my full names is bertania mabetah ndlovu/mabunda id no ************0086 contact no *** ..i didnt receive the order numbe 03:31 PM

*** 03:31 PM

so from the 4th my order is still at the warehouse? 03:32 PM

that is mote that the dates they said on the online 03:32 PM

Please be note that if any kind of deduction happened to you will be refunded within 10-14 days. 03:33 PM

so are you saying my jean will be delivered at menlyn store? 03:34 PM

since you saying you have it at your warehouse 03:35 PM

i dont mind waiting for it please confirm if i will have it delivered 03:36 PM

Since your are saying that you order your product for for store delivery you must have the order number kindly check your mail. 03:37 PM

i think you not understnding me here can i please have your number so that i can call you 03:38 PM

please read my emails from the beggining 03:38 PM

can you please take your time and read this clearly 03:39 PM

im gona resend this agian to you 03:40 PM

Good day Please kindly assist i bought a jean online on your Zara website on the 4th of October using my laptop . i did not receive any order number on my emails amount of R619 it was debited on my card no *** Capitec bank . On the 4 03:40 PM

th when i did the registration i didn't get the order number which also came to my surprise and even after i went to store when that store manager did the registration nothing came through .i will send you the attached bank statements from my bank 03:41 PM

i went to store in Menlyn i was assisted by the store manager Koketso he told me there is no order that they received .the email address that i used to purchase is *** contact no :*** we did the registration again and it went th 03:41 PM

through . i went to capitec they reversed the funds on the 11th ,this morning @2.34 am i was debited again ....can i please have my money back or can you please draft me a letter confirming that you did not have any order for me . i will go to Cap 03:41 PM

itec bank and provide it to them and they can reverse the payment .see attached statement of the money debited last night again @2.34am when i called Capitec in the morning they told me the money is already banked on your account . 03:41 PM

on the 4th when i did the registration i didn't get the order number which also came to my surprise and even after i went to store when that store manager did the registration nothing came through .i will send you the attached bank statements from my 03:42 PM

my bank . i spoke with Mantwa from Menlyn store again from Monday and today explaining my situation again ...please if i can have the jean that i ordered or my money back i will really appreciate it .im a so frustrated 03:42 PM

hey advised if i can get a letter confirming i didn't receive the goods and they reverse my money back .see attached statement my full names are bertania Mabunda/ndlovu id no *** 03:42 PM

May i know did your bank charged you twice fro the product ? 03:42 PM

no man they didnt ,but ZARA says they dont have my order so how am i gonna get the item if you guys dont have my details on your system 03:43 PM

im so disappointed with zara they now making this my fault 03:46 PM

if you dont have my order then plz give me a letter i will issue capitec so i can get my money back 03:47 PM

Please be note that your order will be deliver to you and the double charged will be refunded to you. 03:48 PM

can i have the order number 03:48 PM

since i dont have one 03:49 PM

Kinldy check your confirmation mail you must have the order number. 03:49 PM

it is not there hey i even checked with the store manager or you can check it for me since you insisting 03:50 PM

Can you help me with you registered email address. 03:51 PM

can you simple read my story what i stated above Rahul 03:52 PM

*** 03:53 PM

please read first and uderstand my story as this is frustrating for m coz you keep on sending things that i do not have 03:54 PM

Kindly wait for 2-3 days you will receive your refund and your order will reach to you. 03:56 PM

which refund are you talking about 03:57 PM

you really not helping me here