Zara Canalwalk- Service problems

I purchased a jacket online from Zara, but unfortunately, the workmanship was not up to the highest standard as the button came loose while wearing it for the first time. As a working individual, it's more convenient for me to shop online rather than visit a physical store. Despite the initial issue, I proceeded with the sale and purchased a few more items, including another identical jacket, with the intention of returning the faulty one for a voucher at the store level.

However, when I went to the Canalwalk store to exchange the jacket, I was met with an extremely humiliating experience. The manager informed me that they would need to send the jacket away as it was considered a small issue. I expressed my concerns, stating that I am a regular customer and simply wanted assurance that the item was received in good faith. I even showed them that I had already purchased a replacement online because I love the quality of the product. Despite my explanation, the manager insisted that the button had been deliberately cut off. This accusation was deeply upsetting, especially in front of other customers.

As paying clients who contribute to the economy of South Africa by supporting brands like Zara, I believe we deserve better treatment. Brands should adhere to strict regulations, prioritize customer satisfaction, and handle issues with responsibility. When I purchase something and find the quality lacking, I have every right to return it and have it replaced. It's important to note that I chose to purchase from Zara once again, demonstrating my loyalty to the brand.

I would like this matter to be addressed promptly and respectfully. Please fix this situation and revert back to me as soon as possible.