Zara Customer Service Issues

Subject: Complaint about Customer Service Dear Manager of Zara (Deira City Center Store), I have been a loyal customer of your stores in Burjuman, Deira City Center, and Dubai Festival City for the past 8 years. However, I must bring to your attention an unpleasant experience I had at the Deira City Center Store on 08/12/[redacted] involving a cashier named Mr. Fred. While making a purchase and noticing a Dirham coin near the billing desk, I handed it to Mr. Fred. His response was disrespectful and rude, saying I should keep it. This behavior was humiliating, especially in front of other customers. I suggested he should handle it according to store procedures, which he eventually did after my insistence. I urge you to provide Mr. Fred with training in customer service etiquette. Such behavior is not fitting for a store like Zara, where I have never experienced such disrespect from previous staff members. I hope you address this issue promptly and ensure that clients are treated with respect and courtesy. Thank you, WILSILA

Dear Sir/Ma’am, I am new to ordering from this company, and it has been a challenging experience for me. Initially, I created an online account and tried reaching out to a representative via chat, but my work hours made it difficult as I did not receive a response. Finally, on Monday, 12/10, after managing to call, I was informed that my login issue was due to using .con instead of .com in the website address. This also meant I couldn't exchange the shirts because an account wasn't created. I requested to speak to a supervisor about this matter, and although they promised a manager would call me back within 24 to 48 hours, the delay in resolving my problem was frustrating. As a first-time online shopper, this experience didn't allow me to address my concerns promptly. I am hoping to exchange my merchandise for a different size at the same price and would appreciate your assistance in facilitating this process.

Hello, I hope you are doing well. I am Konstantinos Psyllias, a big fan of your company. However, I am currently very disappointed because for the past three days, I have been attempting to purchase a men's fur coat displayed in all your London windows. Unfortunately, none of the shops I have contacted or visited have it in any size. It's disheartening to see something prominently showcased but not available for sale. Additionally, when I inquired about its availability in the future, the sales assistants were unable to provide a definitive answer, which I found unprofessional. The code for the coat is [redacted]/[redacted]/[redacted]. Please inform me if it is accessible anywhere in England in size S or M, or if I can place an order online. Best regards, Konstantinos Psyllias

Hello Zara Chat, I still haven't received a resolution for my order placed on Dec 4th. My order number is [redacted]. The item wasn't in the store, hasn't been resent, and I couldn't get a refund via customer service. I need a swift resolution with either a refund or for the item to be sent to the store as it's a gift. I've been in contact for a week with no solution, and waiting three days should be sufficient. Your customer service process seems unhelpful. Please address this promptly. Thank you.

Order Number: [redacted]0 I'm reaching out for help regarding my recent experience. On November 23, I made an order for store pick-up which hasn't been fulfilled. Despite several attempts to contact customer service, I've only been told my case is under review. It's now December 23, a month later, and I still haven't received any updates or a replacement order. This has been my first time ordering from Zara online, and the customer service experience has been disappointing. Instead of reviewing the case, I need assistance with my order that has been pending for a month. Please provide me with an explanation and a resolution. Thank you.

I had a disappointing experience at Zara yesterday in San Anita mall, California. I was returning a jacket with a friend when a salesperson mentioned it was now on sale. When my friend inquired about purchasing it at the reduced price, they were told no because it was just returned. Despite explaining that it was my friend interested in buying, not me, the salesperson was unhelpful. The manager, who we requested to speak with, refused to come talk to me directly and relayed their message through the same salesperson. This lack of customer service was disheartening, especially when they later placed the jacket back on the shelves for others to buy.

Yesterday, I visited Zara at Cairo Festival City. I tried on two coats and then went to the cashier to reserve them until the end of the day or the following morning. The assistant manager, Hossam, initially refused due to the number of items but eventually agreed in a very rude manner, stating it must be picked up the next morning. I have been a Zara customer for seven years, not only in Egypt but also in Spain, Paris, and China, where the policy allows reservations for three days, except during sales. I politely request that Zara provide training for their staff on how to treat customers with respect and courtesy. I can assure you that neither I, nor my family and friends, will be returning to Zara in Egypt or anywhere else after this experience.

Dear Sir, I made a purchase of three items on December 11th. These were intended to be Christmas gifts. My order number is [redacted]2. I received a notification that all items had been shipped along with a tracking number. However, upon tracking, only one item had been dispatched. After several attempts to inquire about the missing items, it was not clear where they were in the shipping process. Unfortunately, none of the intended Christmas gifts arrived. Although I received two emails on December 21st regarding the refund process for all items, I have only been refunded for one item so far. I am still awaiting the refund for the remaining items. I want to express how disappointing and frustrating this experience has been for me. My relatives, whose gifts were from Zara, did not receive their presents. I live far from a Zara store, which is why I resorted to online shopping. I have already confirmed with my credit card company that the second refund of £39.98 has not been credited to my account yet, whereas the first refund of £29.98 was processed promptly. I hope my feedback is taken seriously, and the situation is resolved accordingly. Regards, Joy K.

I recently bought an item at a store two weeks ago. Unfortunately, I lost the receipt and the product didn't fit well. When I inquired with the floor staff about returning the item without a receipt while ensuring the tags were attached and the item was in perfect condition, I was informed it could be done within 30 days of purchase. After waiting in a long line for 20 minutes, the cashier declined a return and offered only an exchange for the same product. I tried to explain my situation and the misinformation I received, but was met with rudeness from the store manager who interrupted and refused to listen. Despite my request for an exchange or a gift card, the manager insisted that no exceptions could be made, returning the item brusquely. This treatment was far below my usual experience at Zara and left me feeling disregarded. Although I don't know the manager's name, I feel the need to file a complaint about the unprofessional service at the Glendale Galleria Zara. I believe the manager should undergo retraining to enhance consumer service and possibly consider exceptions in cases like mine, where incorrect information led to wasted time in line. Thank you for addressing this issue.

I am from Bosnia and I often shop at Zara in Sarajevo. Our family of 5 frequently makes purchases there, which are significant to us. Last month we spent [redacted] euros on clothes at your store, which I find reasonable. I am reaching out to share my dissatisfaction with the service at your stores. The regulations in the Sarajevo branches seem unreasonable and, in my opinion, demeaning to Bosnians. Today, we experienced another disappointing incident. Last Monday, I bought a jacket for my daughter, aged 11-12, but discovered it was too small. The saleswoman mentioned there was one in a larger size arriving in the morning, but she refused to hold it until 5 pm when I could collect it. Despite my efforts, my son went to get the jacket at 10 am today, only to find it damaged. The saleswoman offered no discount and claimed Zara does not provide them. After involving the store manager, they refunded the money, but insisted we call on Friday to possibly buy another one on Saturday, without guarantee. This treatment is unacceptable, and I will not be returning to your store.

Good afternoon Zara Team, I hope you are all having a good day. As a loyal customer of Zara who appreciates your designs and quality, I typically enjoy positive experiences at the Post Street location in San Francisco. However, I recently faced a disappointing situation relating to an online return. When seeking assistance with my return, I was initially helped by a kind associate who mentioned I could receive store credit for my item. Despite explaining that I had lost my debit card but retained the same bank account, a different lady, possibly a manager (an Asian girl named Jessica), later treated me poorly. This manager exhibited attitude and refused to assist due to my lack of the original payment card, even though this was previously addressed with the first associate. The situation escalated when I encountered the same individuals during a subsequent visit, where their behavior made me feel unwelcome and uncomfortable. This ongoing discomfort has soured my shopping experience at a store I have frequented for three years, typically every Sunday evening around 6pm – my only free time. I am sharing this feedback to ensure that loyal customers like myself do not endure similar distress in your store. I wish you all a great day.

I am employed in retail at the same mall as Zara and understand store policies. I strive to accommodate customers when I'm at work. As a customer, I expect the same courtesy. There are ways to work around policies to assist customers, which I do often for nice patrons. I entered Zara trying to be pleasant, knowing the challenges of retail work. When I politely asked if they could hold an item for me while I got my wallet, the employee abruptly said they no longer hold items, cutting me off. Despite explaining my situation, she rudely dismissed me, showing poor customer service. It's important for this company to provide better training for its staff. I share my experiences with colleagues, family, and friends, and this encounter may deter them from shopping at Zara. Training is needed to improve customer interactions.

Hello, I am a 74-year-old woman from Kingston, England. Recently, I visited your store with my husband after its reopening to get some clothes for our upcoming holiday. However, to my surprise, I found some issues that made my shopping experience uncomfortable. Firstly, there were no seats for men waiting outside the fitting rooms, leaving them to navigate among ladies' underwear, which can be awkward, especially for older gentlemen. Secondly, the fitting cubicles lacked seats or handrails, causing me to injure my back while trying on trousers, aggravating my sciatica. Despite this setback, my husband spoke to the young manager who assured us that the upstairs department had the necessary seating. We plan to return once my back heals, hoping that these concerns will be addressed by then. As a loyal customer, I kindly request improvements for the comfort and convenience of older shoppers like myself. Thank you.

Hello, my name is Laine A. I have been trying to get assistance regarding my Zara order. Unfortunately, I had a family emergency which delayed my return beyond the limit. Despite numerous calls to customer service where I was denied, one representative even mentioned that they didn't see why the return couldn't be accepted since it was only 7 days late. The order is significant, totaling $[redacted], and some items need to be exchanged due to sizing. I hope to find resolution to this matter as I am quite upset with how it has been handled. Thank you.

My daughter visited the ZARA Century City store in Los Angeles on February 20th around 7 pm. Despite the online inventory showing the item she wanted was available in-store, the staff mentioned it was on a mannequin and couldn't be taken off. Even though she requested a size swap due to it being the last item, both ZARA managers refused to help her, causing her distress. Our attempt to contact the store later was met with poor customer service and rudeness from an employee named Oscar. This disappointing experience could have been avoided if ZARA's inventory was accurate. I seek the contact details of the head of customer service to address this issue and ensure such inconvenience never happens again. On a different occasion on March 1st, I faced similar unhelpful behavior from the store staff. Overall, ZARA's customer service and store policies have left me dissatisfied and I hope for a resolution.

I visited the ZARA store in Century City, Los Angeles on Feb 20 around 7pm. Despite the online inventory showing the item I wanted was in stock, it was actually on a mannequin and couldn't be taken down. Even though I requested a size swap, the managers denied the request and were unsympathetic, even as I explained it was my birthday. When I called later to get the managers' names, I was greeted poorly by Oscar who hung up on me and subsequent calls went unanswered. This issue with the inventory system causing inconvenience is frustrating, as I had to rush to another store at the Grove to purchase the item, wasting time and effort. I seek a resolution from ZARA to prevent such unnecessary inconvenience in the future. Additionally, during another visit to the same store on March 1, my attempt to briefly set aside items due to a long line was refused by a staff member, forcing me to wait unnecessarily for a manager who was not promptly available. The customer service experience at this location needs improvement.

My daughter visited the ZARA store at Century City in Los Angeles on February 20 around 7 pm. Despite checking the online inventory which showed the item she wanted was available in-store, she was told it was on display on a mannequin and could not be removed. Despite her request to swap it for a smaller size, the managers refused. After a frustrating encounter, she called the store at 8:40 pm to inquire about the managers' names but was met with rude behavior over the phone. Due to the inaccurate inventory, she had to rush to another store at The Grove, adding unnecessary stress. The lack of assistance and unhelpful staff interactions left her upset and inconvenienced. Additionally, a recent visit of mine to the same store on March 1 at 2:45 pm resulted in a disappointing experience with unaccommodating staff. The overall service at the store was concerning, and I hope the company addresses these issues promptly.

Subject: Unacceptable Customer Service Experience at Zara Dear Customer Service Team, I am a loyal patron of Zara and frequent the stores at Westfield Topanga Canyon Mall and The Oaks regularly. During my recent visit on March 6th at the Westfield Topanga Canyon Mall, I encountered a distressing situation. While purchasing jackets for myself and my mother, there was a discrepancy in pricing, which led to a confrontation with a cashier named William. His unprofessional behavior and disrespectful attitude made me feel humiliated in front of other customers. Despite my attempts to address the issue, his demeanor worsened, prompting me to gather his name and the customer service contact before leaving the items at the counter and exiting the store. This was not the first time I experienced such treatment from William, as similar incidents occurred at The Oaks store. I couldn't help but notice a pattern in his behavior, especially towards non-white customers like myself, in contrast to his approach with white patrons. His conduct raises concerns about discrimination and bias. I urge Zara to address this matter promptly by reprimanding or dismissing William and issuing a formal apology. The treatment I received was unacceptable and does not reflect the values of a brand I have supported for years. Failure to address this issue may result in me ceasing to patronize Zara and sharing my negative experience with others. Sincerely, C.Z.

On Sunday, March 17, I visited the Zara store at [redacted] 5th Avenue in New York. During my 30-minute visit, I felt racially profiled by a security guard who followed me and my child around the store. When I went to purchase items worth $[redacted], even the cashier seemed to be briefed about me. Despite not having any suspicious items, a large bag, or coat, I sensed discrimination. After making a purchase on the lower level, I noticed the same security guard waiting by the door. Whereas I wasn't stopped, two white women were. I contacted the store manager, Ingrid, on Monday and was assured an investigation. Despite following up on Tuesday, Wednesday, and Thursday, progress was slow. The lack of prompt response and poor customer service were disappointing. I provided a specific time frame for the incident but received little feedback. I aim for a swift resolution and am considering returning my purchases due to the discomfort and racism my son faced firsthand. The handling of this issue, proper staff training, and respect for all customers are imperative for the store's reputation.

During my checkout at Zara, I encountered subpar customer service. The employees appeared indifferent, taking their time during a busy period. The checkout woman, who seemed fatigued due to pregnancy, left me mid-transaction to converse with a colleague for several minutes without explanation. This lack of professionalism was disappointing. However, I appreciated the assistance from an attentive floor staff member who helped me find items and was courteous. Small gestures like this enhance the shopping experience. Transitioning from helpful service to feeling like a burden during checkout was disheartening. I believe good communication and politeness play a crucial role in customer service. Overall, while I commend the helpful floor staff, the checkout experience left much to be desired and has stayed with me since 3/16. I share this feedback not to get anyone in trouble but as a learning opportunity for improvement in customer service.