Hugely Shocking service

I think Zara uses their customers money as their personal slush fund. 4 weeks to deliver 30 mails later & still no documentation to return the order They “Chat” to you online, then 30 minutes later when you are half way through the refund process the “Chat” just stops. This happened more than 20 times. SOOOOOO FRUSTRATING. It has now been over 3 months & still no joy