Pathetic Customer Service at Zara Gateway

Good Day I have been a loyal customer of Zara for a number of years, I have always received great service at the Zara Johannesburg stores which is one of the reasons I shop at Zara. But to my surprise, on the date of 24th of February 2018. I was at the receiving end of some very poor service at the Zara Gateway store.

The staff at this store is very unhelpful and unfriendly. They were not willing to call another store to check if they had my size in a suit I wished to purchase. They said that the Zara policy is that they cannot call other stores during the weekend as they are busy.

Furthermore, I was willing to purchase the coat without the pants only to find out that Zara Gateway had run out of suit covers. I am from Johannesburg and needed to travel with the suit, I requested for the store manager and was assisted by Andile. I had explained my dilemma and requested that they keep the suit aside for a day for me. Andile was extremely rude and unhelpful. He was not prepared to keep the suit as he stated that the Zara policy does not allow this.

I am a frequent shopper at Zara Johannesburg stores and this is the first time I have ever heard of these policies.

Knowing the brand that Zara holds I am extremely disappointed by the service I received at the Gateway store.

I tried contacting the store today as I had misplaced the name of the manager. The lady that answered at the mens section refused to give me the managers name and had cut the call on me. I then called back and spoke Nomfundo who helped me out and informed me that she will escalate the matter.

I am really disgusted with the service at Zara Gateway and would like serious action taken to deal with the manager and staff member who was involved.

Before I take this to social media, I would like Zara customer service line to provide feedback on how this matter is going to be addressed.

Kind Regards