Zara, Tygervalley

At the back of the purchase receipt it states that the item has to be returned within 30 days which I understand completely. Nowhere on the receipt does it state that you count the day of purchase as well as the return day as 1 day each. We, as the customer, should be given the benefit of the doubt as we really understood the last return day to be 30 October. If I use excel to calculate the number of days between 30 September and 30 October it calculates 30 days; if I google the amount of days between 30 September to 30 October the answer is 30 days. I asked numerous customers in the Zara store the same question and they all said 30 days. You can understand then that your 30 day return policy could have been misunderstood. Do you honestly think that we would have purposely returned the item 1 day late?

Besides this misunderstanding in your calculation of 30 days, we were not asking for a refund. We requested either an exchange or a voucher. The money would have therefore stayed with Zara. We have the purchase receipt, all tags are on the item, item is in its original packaging, etc. We do not make a habit of exchanging/refunding items hence our misunderstanding of the “return policy”. Every other point under your “Policy on Returns and Exchanges” listed below have been adhered to so I do not think that our request for an exchange is unreasonable or invalid. Besides our “miscalculation” of your 30 day policy, the arrogant and offensive attitude of staff and managers has been absolutely disgraceful. Since this incident at Zara in Tygervalley I have started reading other reviews to see if I was perhaps being unreasonable in my request – the bad reviews that have been written about this store are shocking and are obviously being ignored by “Customer Service” and definitely not being addressed. They seem to be treating quite a few of their customers with the same arrogance and haughtiness, hiding behind the same excuse of it being “Zara’s Policy”. “Zara’s Policy” should not be allowed to be used by staff to treat customers (or potential customers) with arrogance, self-importance and utter contempt. We were treated with complete disdain by the manager and my daughter was laughed at by staff and managers when she originally tried to exchange the item in the morning. This is not the way customers (or anyone) should be treated. People are not as gullible as everyone imagines them to be and poor service eventually leads to poor sales.