ZARA Ginza Store — Local services in Tokyo

Disappointing Experience with Discriminatory Treatment:

We had an unpleasant experience while shopping at the Zara Ginza store. We arrived at 9:05 pm, knowing the store closed at 9:30 pm (according to Google Maps), and I intended only to quickly grab a tank top, wasn’t planning to try on anything as I know that it’s close to the store’s closing time. We reached the third floor before 9:10 pm, but as soon as we stepped off the escalator, a female staff member immediately pointed towards the stairs and forcefully told us to leave because the store was closing soon. We were taken aback, as we saw other customers still shopping throughout the store and on the third floor.

Wanting clarity, we double-checked the closing time and asked her about the other shoppers. Her response became ruder and more impatient, insisting that she had already informed everyone. We were disappointed, especially since other customers appeared to continue shopping without being rushed. We understood it was nearing closing time, and it’s reasonable that new customers might not be welcomed, but the stark difference in how we were treated compared to others made us uncomfortable.

What truly made the experience upsetting was that two other groups of shoppers arrived after us. One group, who was Japanese, received a much gentler reminder about the closing time from the same staff member. Another group, who appeared Western (Caucasian), was also addressed politely in English, showing that the staff member was more than capable of being courteous in English. This left us frustrated. We would have had no issue leaving if the store was closing soon—our issue was that we were treated differently from other customers who arrived at the same time.

It’s uncomfortable to assume or make this about race or nationality, but the difference in the tone, body language, and overall treatment we received compared to others was undeniable. It wasn’t a case of microaggression; it felt blatantly rude and impatient, which made us feel unwelcome from the moment we arrived. We weren’t trying to be difficult or unwilling to comply with the store’s closing policy; we were simply confused by the inconsistency in how we were treated.

We confronted the staff member and pointed out that this was unfair treatment, and to her credit, she did apologize (after several “huh’s” and attempts to walk away from the conversation). It’s possible she was having a bad day or eager to finish her shift, which we can empathize with. However, treating one group of customers rudely while being polite to others is unprofessional and, frankly, felt discriminatory.

We sincerely hope Zara takes this feedback seriously and improves the consistency of customer service across the...

Shocking attitude of staff. This is a very busy store and while I like Zara clothing and their designs it’s almost not worth shopping at the Ginza store. I have a 5yo child who had been walking and shopping all day and was quietly sitting down on a cube in the store while I was in the process of purchasing over 7 items and the rude female retail attendant coldly snapped ‘ you can’t sit here’ and continued to give attitude while folding clothes making us feel very uncomfortable for the privledge of shopping in their store. We have encountered excellent staff in Zara stores in Osaka, Singapore and Bali so this was first for us and probably the rudest Japanese person we have experience on our many trips to Japan. We shopped there 18th June at approximately 1.30pm and the attendant had a bob hair cut and I hope this review has management thinking about their strategy for service.

At a minimum they need to include benches or chairs for children, partners or those waiting so more money can be spent in your store. I know real estate is expensive in Ginza but that should not come at the expense of...

I would like to review the service of Ms Glavana (hope that I spelt her name right) a foreigner with blonde hair..

She was at the cashier counter and it was not busy and walked up to her to ask for a new piece.. unfortunately it seemed that she was so reluctant to help.. she said ‘do you know we have sales staff at the sales floor its faster if you ask them!’ The service really sucks because how come the customers are being more polite than service staff? We asked politely and nicely.. even if there was a new piece.. we would definitely approach the sales staff on the floor as she was behind the counter… Totally spoilt our shopping experience with her snide comments.. we never receive this type of service even from a luxury brand! I mean i guess Ms Glavana is not passionate...