Zara - disgusting service and poor quality

When in need of assistance, Zara displays terrible customer service . The quality of certain items is absolutely appalling and their lack of responsibility for defective items is very upsetting as a loyal customer. I bought a pair of jeans for my son’s birthday. Two days after the purchase I went back to exchange the jeans for a smaller size with all of the tags on. My son had however left the receipt at his home. Zara refused to exchange the size without the receipt even though I asked them to track the receipt on their system as I would give them the date and time purchased. The manager said that they can’t track receipts on their system. We then got someone to send a picture of the receipt to his phone the next day and went back to the store to change the size. A picture of the receipt was still not good enough. We asked to speak to a manger. Phindile , the manger came to the cash desk pre occupied with unpacking a bag . She didn’t greet nor did she look at me while she spoke. She continued with what she was doing and was adamant that policy requires a physical receipt and there’s nothing she can do. When we asked her if the correct size of jeans could be kept aside until we bring the physical receipt the next day she just rep**** ‘ we can’t keep an item for more than 24 hrs’. In my opinion the staff and managers at Zara couldn’t care less about assisting a customer or even having the courtesy to address them in a decent manner. Our local retailers can far exceed good customer experience yet an international brand like Zara couldn’t care less about customer satisfaction.

Poor quality: I purchased a Disney T shirt for my son from Zara in Nov that had black flocking on the design. After the second wash the flocking had totally come off the shirt. Took this back to Zara, did not even get an apology and the manager says that they can give the the system price which is currently on sale. I explained that I don’t have the receipt any longer and the item was purchased at full Price. I even showed them my bank statement with the date of purchase clearly stating the payment was to Zara and the amount that was debited but the manager still refused to assist. Zara sells fashionable but low quality clothes with the worst customer service.

Will definitely not shop there again and will encourage my kids not to as well.