TERRABLE SERVICE

ZARA MENLYN

ZARA SA

This letter is regarding an incident that took place this morning in the Zara Menlyn Store Date: 10/05/2024 Transaction: 201791 Time of Purchase: 11:36:26 Manager on duty: Karabo I had a very unpleasant and unaccepted shopping experience today in Zara Menlyn.

This morning 10 May at around 11h00 I went to the store to exchange a shirt that I bought a few days back.

The security tag made a small hole/ damaged the fabric. So I went back to exchange for the same shirt. When I got to the store I found 2 of the same shirts - with security tags - more or less in the same place as the one I bought recently.

I browsed around in the store and shopped for jeans as well. Went to the fitting room, explained about the shirt and the exchange. Asked the lady in the dressing room if they will remove the tags on the shirts so I can see if it has made the same damage as the one that I bought. She said it's no problem they will assist me at the counter.

I fitted my jeans - went to the till to make the purchase for my Jeans and exchange the shirt.

When I got to the till I explained again what the problem is with the shirt - The till assistant acknowledged the problem and called the manager for authorization.

When she got there I asked if the security tags on the 2 shirts could please be removed for me to see if the pins did any damage to the fabric like with the one that I already bought.

The manager – she introduced herself as Karabo - looked at my shirt that I had bought and said that she cannot see any problem. The lady in the fitting room and the person that was assisting at the till could see where the security tag made some damage on the shirt.

The manager did not want to remove the tags from the other 2 shirts. I asked a few times. Then it was removed with a bad attitude from the manager, she immediately said that she can see there is damage on the shirts from which the security tags were removed - and she cannot sell it to me. I asked her if there is a problem with assisting me and she rep****: “it seems like you have the problem!” I just needed assistance!! The one shirt had a very small hole (after a wash it would have been fine - The fabric was not damaged. The pin always makes a small hole on clothes where it was inserted).

I told her I will take that one. She just refused to do the exchange - but took my shirt that I already paid for and put it on the rail at the back of the tills!! (Although she could not see any damage!!) The shirt does not belong to her or the store! I had to ask many times for them to give my own shirt back!! This is totally unacceptable! Is the manager authorized to take something that’s already belonging to a customer back and force a refund without the customer’s approval?? I don't think this is in any way correct.

She instructed the Till assistant to just refund and not allow any exchange. They scanned the jeans - refunded the shirt on the system although I did not say they can take the shirt. Before they took the shirt I took photos of the different shirts and asked her if she could see it in the photos. She still refused to help me! Give me a straight ignore! The manager started writing in a customer care book. Thereafter she went to the intercom system and made an announcement for assistance at the till. Announcing that the customer is busy taking photos!! I took photos of the shirts. Is that not allowed and must it be announced over an intercom system in store?? Security showed up - I don't understand why security was needed. The manager Treated me like a ******** for wanting to do an exchange or having my own item that I paid in full back and finish my purchase for the jeans.

While busy with the transaction – The manager told the till assistant not to give me the shirt. The till assistant walked away from the till counter to the floor - he went to the security on the floor right at the back of the tills. This while in the middle of the transaction leaving me at the counter standing and waiting. The manager went to her computer / pay point leaving everything unresolved. I turned to the till assistant that was standing next to security on the floor, to finish my transaction. He came back. I asked him if this was seriously necessary. He responded that he must follow the manager’s orders.

I won’t accept the way I was treated today. This matter needs to be addressed and I need feedback for the lack of assistance, lack of customer service, embarrassing me in store, taking my previous purchase without permission, not complying with my request. This can't be the way that Zara treats their customers/ and I am a very loyal customer!! The manager could surely have made a better decision/ ordering a new shirt online / offering to help and find a shirt in another store. Maybe look in the store room for another one. She didn't even scan the tag to see if there might be more of the same shirts in the store room. There were many other options for that Manager to handle the situation instead of insulting and treating me in such an unprofessional way!!

A manager’s duty is to communicate and handle the situation in the best possible way instead of embarrassing and treating a customer in such a bad way.

**Just before I took the pictures of my damaged shirt there was another customer next to me busy with her purchase asking if they would mind if she took a picture of her items - the response from Zara employees was: " Yes please take a picture."

I am sure the store has enough security cameras to confirm everything that happened this morning.