Zara India — defective bag

Address:

Mumbai City, Maharashtra, 400051

I had purchased a Hand Bag (Item Code: [protected]) from Zara Store on 11th March, 2018 for INR 2990.00 however, when I was about to use the bag on 22nd March, 2018 I noticed that the bag was damaged. I had the tag which was attached to the bag and my card statement which shows the transaction details but I have misplaced the bill which was provided by the store. I contacted Zara Customer Care on 22nd March, 2018 at [protected]@in.inditex.com where i sent them the pictures of the bag, tag and purchase proof as i wanted the bag exchanged however, they responded to me on 26th March, 2018 saying that it wasnt a product issue.

This is an absurd response to my request. It has only been 10 days I took the bag and opened the bag on 22nd March to use it where I noticed it was torn.
There are a lot of cases online where people have complained about Zara not being helpful to customers and looting them.

These bags, clothing and accessories are just dumped on the stand/ rack or thrown at the counter which might have been the reason for it to get damaged however, Zara tells me that this is not a product problem. They refuse to exchange such expensive items looting the customer saying it is customer’s fault where it hasn’t even been 15 days that the item was purchased and you have an exchange/ return policy of 30 days. They can't locate a duplicate bill in their system or proof that the item was purchased which is another flaw to their system coz if i have the bag along with the tag it should be difficult to locate the purchase.

I need help on this. Please contact on candice.[protected]@gmail.com