Appalling lack of service from ZARA

Appalling service from Zara V&A refusing to exchange, refund or provide a credit not for one item out of 10 items in an invoice just because the exchange falls a few days outside thier expiry time. Outdated rigid policies with no authority given to management to use their discretion based on the circumstances. My wife buys a significant amount of kids clothing for her grandchildren on a fairly regular basis so one would hope thos would count for something, but manager was not interested - how can any business hope to succeed in this economy with this kind of attitude - cheers Zara, we wont be back