Worst customer service I have ever experienced!!

<p>I bought a sweater from the Zara Store in Tygervalley on Sunday, 29 May. I merely wanted to exchange the sweater for a smaller size. I work at leat 50km’s from the Zara store and asked a friend to go do the exchange. Unfortunately I could not get the physical till slip to her (but being in the digital era we are in, I thought a photo of the till slip will suffice) but then, just to make sure there will be no issue with this, I phoned the store, I had to hold on for at least 5 minutes before someone came on the line not able to speak clear English and kept telling me she does not understand me; I had to hold on again for another person, Daniel, who then went to check for the sweater in a smaller size to make it simple for my friend to do the exchange later at the store. I told Daniel about the photo of the till slip on my friend’s phone and he was very accommodating indicating that it will most definitely not be a problem and he is keeping the sweater for me.</p> <p> </p> <p>My friend shows up at the store, and obviously the first person she speaks to says NO; not possible, no discussion. I then phoned the store again (on my friends phone) and spoke to a lady who I explained the situation to. She indicated Daniel was on lunch and that I must have told him something that he did not understand and then started to recite the Zara exchange (not even refund) policy (with a refund I could maybe understand the debate, but for an exchange for exactly the same item from a M to a Small) o my word, she refused to give me a gap to speak; I tried to indicate that I wanted to then at least speak to the store manager to see if there was any exception that could be made, cause surely as a customer phoning in I could not have been the wiser that the person telling me it is ok to exchange with a digital slip, did not have the authority to do so. She kept on about the policy, on and on the more I asked to speak to the store manager she just kept talking; eventually she did say the store manager is not available and then kept on with the policy again, even when I was speaking she kept talking L! My friend wasted her time and petrol money to drive to the store for me (after I promised that I arranged it with the store L)</p> <p> </p> <p>I put the phone down eventually and then phoned in to the store landline again. I asked to speak to the store manager and Liam came on the line. Surprise, He was not the store manager; the store manager was away, the second in charge had a day off and Daniel was on lunch. He again also just quoted the exchange policy and then indicated that Daniel did not have the authority to tell me to exchange with the digital till slip. Even though I mentioned as a customer I could surely not be ‘punished’ due to not knowing Daniel did not have the authority??? But he indicated that not him or even his store manager (had he or she been there) could assist me and I could email the Zara international customer service email (seeing that there is no customer service call line).</p> <p> </p> <p>I am so mad at myself for getting so upset about something like this but unfair treatment of a customer (who you earn you profits from) is just unacceptable!.</p>