KARACHI – Zara Shahjahan, a prominent name in Pakistan’s fashion industry, is facing growing criticism from an online customer after she reported allegedly receiving damaged clothing items.
The complaints, which have been voiced on social media platforms like Facebook, highlight issues with quality control and customer service, prompting calls for refunds and better response management.
Sana Ansari, a disappointed overseas customer, took to the “Voice of Customers” Facebook page to express her shock at receiving a damaged dress.
According to her post, the suit she ordered from Zara Shahjahan arrived with mud stains and acid burns on every part of the garment, including the front, sleeves, back, and shawl. Despite reaching out to the brand via their portal, WhatsApp, and Instagram, she claimed to have received no response and stated that her calls to their helpline went unanswered. “I want a full refund,” she wrote, adding that she had been ordering online from various brands for years but had never encountered such a quality issue before.
In the comments, other users chimed in, with Aleena Haq suggesting that the issue might stem from a counterfeit website mimicking the original Zara Shahjahan brand. However, Ansari clarified that she had ordered from the official site and could tell the difference between the genuine brand and a fake one.
Sadaf Asif, another user, disagreed with the idea of fakes affecting quality, arguing that no one would deliberately sell a damaged item, even if it were counterfeit.
Meanwhile, Bariya Batool expressed her frustration, claiming that she had seen similar complaints from other customers, including a vlogger who also received a defective product but was sent a replacement dress in return. Batool added that her own experience had led her to stop ordering from Zara Shahjahan altogether due to what she described as the brand’s “irresponsibility” toward regular customers.
Despite these growing concerns, the brand has yet to respond to the complaints or address the issues publicly.
Zara Shahjahan, known for its vintage-inspired fashion and high-quality craftsmanship, has built a reputation for its attention to detail, but recent complaints have raised questions about its commitment to customer satisfaction.
As the backlash continues, customers are urging the brand to address the issue.
