Pathetic service from Zara V&A Waterfront

On 9 February 2021 I bought two items of clothing from Zara at the Waterfront in Cape Town. Together the items are valued over R2000 and I was supposed to wear it at my fathers memorial the next day. However, it did not fit well and once I got a chance I returned the clothes to the store with the price tags still on and having never been worn.

When I arrived at the store I found that the receipt was no longer in the bag and it must have been misplaced during previous chaotic week when I was sorting out my fathers memorial. I asked the cashier if I could return the items which still have the price tags on and which have not been worn and she said they cannot refund it without a receipt. The manager came over and I asked him if I could possibly get a gift card or exchange the clothing for something else and before I could get another word in the manager was extremely rude and said they won’t accept it without the receipt and that only customer services can override it. I asked if I could contact customer services and they gave me an email address.

I emailed customer services who had not responded for quite some time. I then went onto the online store’s chat room and asked if there was any way to return the items of clothing to which the woman said that I needed a receipt for and when I asked if it were possible for them to get it from their side or if I could provide a proof of payment, she ended the chat.

Customer services just emailed me recently, only to say that they apologize they cannot assist me in this matter. Then why would the manager in the store send me to customer services and on a goose chase if customer services in fact cannot override this and can’t even find the transaction on their side.

The service I have received from Zara at the V&A Waterfront in Cape Town has been absolutely pathetic. The people there do not care about the customers and can hardly listen to what a person has to say. It has truly been the worst service I have ever received.