Zara from Hero to Zero!

Zara as a leading International retailer who proudly claim to be 'Customercentric' has in my humble opinion gone from Hero to Zero in a matter of seconds! In truth its taken 2 visits to the local V&A store and a number of emails to Zaras customer service.

Heres what transpired...my wife a regular client purchased some items including a pair of winter boots...due to long queues at the change rooms she decided (due to Covid social distancing) to rather try the items on at home. This she did...the clothing items fitted however the boots were a half size too small. She duly phoned the store who confirmed that they had the larger size in stock...One would think a simple matter to exchange the boots. However due to the deadly Global Covid-19 Pandemic we instituted our own strict protocols at home and due to the very nature of this virus All packets, bags and till slips are thrown out....Big Mistake! Unfortunately the Zara bag containing the till slip was inadvertently thrown out...My wife visited the store and explained that she wished to exchange the boots however management explained that their systems did Not allow them to book in stock unless accompanied by a till slip...this despite the boots having the kimble tag with QR code still attached to the item. Management explained that Zara Policy was that you must retain and produce the invoice when exchanging an item.

Well 2 x e-mails later which re-emphasised Zara's Strict and intrasigent stance on the matter explaining that This Is Policy in 96 Countries and...and...et al. Bottom line...what the final e-mail inferred is Rules are Rules and if you dont like it Take a Hike (boots & all)!

Well heres our Bottom Line....a genuine error was made which we fully accept is our fault....However in a World turned upside down by a devastating Covid-19 Pandemic old norms are no longer prevalent....Whilst the practise of holding onto a Zara till slip inorder to affect an exchange seemed logical pre Covid to Zara Global it unfortunately poses certain risks which in a Covid World could have serious consequences! More importantly from a simple Customercentric perspective some mere understanding on Zara's part in amicably sorting out a 'simple' exchange could have averted the Bad Taste left lingering with this unnecessary experience! It would not have happened at Woolworths, Cotton On nor H&M....Adios Zara!