A mum has voiced her fury, claiming high street chain Zara is refusing to honour a £300 gift card that was given to her children for Christmas.
Firgas Esack, 46, said her brother Ren, 45, gifted her four youngsters £300 in vouchers so they could pick their own presents.
Chef Ren ordered the present online for his nephews Wild, 10, Drum, eight, Baird, six, and Astro, three, and had it delivered to the family's home.
Harry Styles-mad Wild even planned to get his prom gear with the cash - as he was dead set on dressing in the style of his idol when he rocked a grunge dress and blazer on the November cover of Vogue.
But Firgas claims Zara is now saying they can't honour the coupon, or give Ren his money back, after Firgas accidentally peeled a number off the back of the card, damaging its security number.
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Firgas Esack claims her kids are being denied their Christmas gift (TNG)
The security number was damaged on the card, meaning it could not be used (TNG)She accused customer service staff of having a "computer says no attitude", leaving her kids bereft that they have lost out on a Christmas present and her brother apparently £300 out of pocket.
The mum who lives in Feltwell, Norfolk, said: "It came in this box that said 'this is a Zara gift card' and it's got a QR code but there's absolutely no narrative.
"If you got a Marks and Spencer's gift card it would explain how to use it.
"It was very funky and Gen Z."
She added: "I've got four kids, so they mostly wear hand-me-downs from their siblings or even from their cousin, so their clothes are sometimes going through four or five others."
Firgas explained that when her mum - who is handy with a sewing machine - said she would visit and bring her dress-making gear, the mum decided to order a few bits for Wild's big dance so they could be altered if they didn't fit as he was planning on shopping in the girls section for his Harry Styles-themed outfit.
Firgas has hit out at the company over the £300 vouchers (TNG)But as she was fumbling around trying to figure out how to use the voucher, she accidentally peeled off its security number - rendering it useless.
The mum said: "It was literally just like a sticker but you were supposed to scratch it, like a CVV thing.
"But I had ripped the thing, making the number illegible."
On Saturday afternoon Firgas called up the customer service line and said that she was "completely honest", owning up to the gaffe but explaining she's a busy mum and wasn't clear on how to use the voucher.
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But she claims after explaining the issue and being promised somebody would be in touch, nobody called.
Firgas said she called again on Monday and was told that the card was her responsibility, and as she had damaged it there was nothing they could do.
She said: "Especially given the current economic climate I expected them to say that since they had the card details and could see that the voucher hadn't been spent, they could do some sort of backwards trail or check to sort out the issue.
The children were excited about their presents, Firgas said (TNG)
The vouchers were a gift from the children's uncle Ren (TNG)"But no, instead they said, well, it's your responsibility to look after the gift cards and if you can't look after the gift card, then we couldn't accept it.
"I asked to speak to a manager and was asked to put in a request and that it could take up to 48 hours."
Furious, and fearing her kids' would lose out on their Christmas treat, Firgas pleaded with them to intervene.
She said: "A manager did ring me back and they basically said it's my fault and they won't accept any responsibility for it.
"I said 'so you're actually denying my children a £300 gift?' And they said yes."
The family were left in the dark, believing that was it and there was nothing more that could be done to salvage the present - although it's now understood the case may still be ongoing with Zara's customer service team.
She claims she was asked to correspond via Whatsapp - although hasn't heard back yet.
Firgas said: "My ten-year-old is upset for my brother, but my six-year-old is apoplectic.
"He had his whole wardrobe picked out, he wanted to get bits for his room.
"This was supposed to be a bit of a thing for the kids, we were going to go into Norwich, where my nearest Zara is, and make a day of it and get ice creams and things."
She said the "really generous gift" from her brother who she said is "apparently not" going to get his money back either.
Firgas fumed: "There was no conversation about a refund, for me or my brother. They said I was responsible for the condition of the card once it was in my possession.
"Given the current cost of living crisis, I was appalled by the lack of empathy towards myself and my kids, there was no mention of a resolution at all."
Zara was contacted for comment.
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