Zara Mall of Africa is highly ***********, customer service is disappointing, shocking, unsatisfactory, doesn’t consist of any experience or knowledge whatsoever.

I purchased shoes on the 14th of March 2019 item no: 1236/001/060, have worn the shoes once on Sunday the 17th of March 2019, literally for 3 hours and most of the time I was seated at the restaurant but when I checked the heels were worn out in 3 hours how shocking!

I returned the shoes on 20 March 2019 around 2 pm at the same store Zara Mall of Africa. I spoke to a cashier name Ellen, whom called the clueless manager to check the shoes condition, this unclean manager with clumsy hair that doesn’t even meet Zara standards tells me that since the shoes have been worn the store cannot do anything , they are worn-out because of how I walk (may I walk funny I don’t know), and cannot be taken back because they will not be able to resell them. Sounds like a typical business that always cares about sales instead of the service to consumers and selling quality goods.

Then what happens now when I have worn this item for 3 hours and gets worn-out because of cheap material used? these shoes were supposed to have lasted me longer more especially for the price I had paid, I would understand if I was buying for the first time at Zara but I know Zara very well most of my clothes and shoes are from here.

The worst part is that Ellen asked for my bank card I had used for the purchase, I had to fetch the card from the car as I had taken the wrong card, however upon my return to the store I am now assisted by Karabo this another cashier, he calls the same manager again (bare in mind that Karabo was there when Ellen was assisting me this is not a new story to him) then the lousy, untidy she manager asked if the shoes came with extra heels and advised that it’s the customer service issue , and then she leaves just like that, doesn’t explain anything or what to do, zit. I waited with Karabo at the till point for about 3 minutes, nothing is happening, the queue is becoming longer the issue hasn’t been addressed or explained appropriately, I then asked Karabo of the process when such occurs seeing that they are inexperienced and unknowledgeable. He advised that I should email customer service, so basically, I must do their job. I then wrote down my details and he told me that there is absolutely nothing they can do since the shoes are not re-sellable they are not going to gain anything, furthermore said these shoes are repairable if I were to fix them myself and should take the shoes with me. Please do gather this, I bought the shoes as an investment, if i wanted to buy cheap material i would have went to Mr Price, I literally bought the shoes 6 days ago, now I must take my money to repair the shoes, BULL****! even went out of my way to drive from Sandton to Mall of Africa to get them. What happened to good customer service and consumer act?

This got me irritated and annoyed even more, then I asked why they had sent to me fetch my bank card if they are not going to assist me, no response. I really dealt with flabbergasted idiots, nonentities at large, highly ***********, the clueless manager included with no experience what’s so ever to deal with customers or any form of knowledge with unpleasing customer service.

Training must be conducted to up s**** your staff to be at the same level as Zara Sandton standards. I have never experienced such service ever at any Zara be it Cresta even at Eastgate this is the first and I am shocked words cannot express, the way the situation was handled was unprofessional, alarming, your staff did not even care. I wonder if that’s how you train your staff to handle your customers? I am not going to sit and be taken for a ride with my money like that, not when I have worn these shoes for only 3 hours, this is highly disappointing Zara. If this is not resolved I am escalating this matter to consumer goods and service Ombudsmen and media, I am not leaving this at bay, I am not playing with ya'll.