Zara refusing a returned item under their 30 day return policy

Disgusting customer service.

Bought an item from Zara 24/12/2019. When we got home we noticed that they were markings on the material before wearing the garment. The markings were very clear that the material was inferior.

We returned the item to the store since they have a 30 day return policy. The store manager, Koketso with employee number 3307 at the Menlyn branch refused to accept the item back. He mentioned that this is a quality issue therefore it has to referred to their Customer Service office in Spain.

The markings on the garment are very clear that it is from the material as it appears on both inside and outside the clothing. The only part that it not affected is the thread that runs through the same material. Koketso said that he the 30 day return policy no longer applies in this case.

I find this to be very dishonest by Zara to do this to their customers. He was very rude and threatened to stop helping me if I do not stop persisting on asking for my money back based on the 30 day policy. In addition he mentioned that since it was the first time he dealt with this situation that he would not accept the item at all since he is does not want to decide on the outcome.

Zara should just accept that they had an item on the shelve that should not have been there. Koketso should at least offered to exchange the item which he didn't.