ZARA — Local services in Maungakiekie-Tāmaki

I didn’t know actually there is no way I could officially communicate with Zara, what a shame! I actually had a terrible experience yesterday when I went there to pick up my click an collect order. I went in the shop and saw this staff at the counter so went straight to her to ask and also I was given the intruction to do that by email like this “ INSTRUCTIONS You can request it from any employee by showing your ZARA QR or the code included on your electronic receipt “

However, she seemed busy and looked like she wanted to finish what she was doing first. ok…I waited right in front of her, the longer I stood up waiting the more I was feeling like she was deliberately just ignoring me. Well.. I was constantly looking around if there any other staff in the meantime because we all know no one wants to talk to mean people. Anyway, she finally finished what she was doing so I thought she was going to serve me but she just went to the next counter and called other customer first. I was like “ excused me I’ve been waiting here first” then she went “ what are you waiting for!! ” can you believe it? how rude! she was even worse then I was expecting and that was with the most annoying face I’ve ever seen in my entire life. I didn’t expect this to come.. I talked to myself ‘ok calm down get the order first’ then I said to her “ I’m here to get my order!” and she just talked to her colleagues bulla bulla about it and I was just left there not knowing what’s going on. A few minutes later, someone else with a friendly face came out and gave it to me.Well… that was not enough to make up for what’s happened to me. I didn’t leave I waited for that rude staff to be available again for a moment. But no way! I couldn’t get her myself so I looked for a help through manager, then I got to talk to her finally.

She was like still dishonest with me saying she didn’t know I was there bulla bulla she kept lying about it. She persisted in denying but I know she knows and god knows that is not true. She knew that I was there, I was right there maybe she was annoyed I was kind of pressuring her standing right there? hey I just came here to get my order and I followed the instruction, I don’t know what situation you were in and your business, there is no reason for you to be so rude and mean. I just needed to collect my order, please be kind don’t be mean to your customer. Having said that I was treated well by Krupa,the manager. In the whole situation, she was kind, professional and willing to listen emphasizing. Not only she was to me, but also to her worker,such a motherly manager. She would also advocate her worker without hurting my feelings too. That’s a great skill, her mean worker should learn from her. don’t be...

Worst Customer Service Experience

On January 31, I purchased a skirt from your store, but unfortunately, the security tag was not removed at the time of purchase, which I only noticed once I got home. When I returned to the store on February 12 with the skirt and my receipt, I expected a quick and professional resolution. However, instead of efficiently addressing the issue, the sales associate immediately questioned whether I had actually purchased the item. This was highly inappropriate and unacceptable, especially since I had proof of purchase.

The staff then escalated the matter to another employee, who asked for the date and time of purchase and informed me that they would check the CCTV footage. The manager was called, reviewed the situation, and eventually approved the CCTV check. After confirming that I appeared in the footage, a supervisor approached me and again questioned whether I had purchased the skirt, asking to see my receipt. By this point, I was extremely frustrated, as I had come to the store due to their mistake, yet I was treated with suspicion and subjected to unnecessary scrutiny and delays.

As a Quality Manager, I find this level of customer handling entirely unacceptable. The way this situation was managed reflects a severe lack of training in customer service and issue resolution. A basic principle of quality management is ensuring efficient and respectful customer interactions, especially when the fault lies with the company. Instead of acknowledging and rectifying the error promptly, your staff created an uncomfortable and accusatory experience for a loyal customer.

Additionally, I couldn’t help but feel that I was unfairly judged based on my appearance, as I was wearing a very ordinary company shirt. Regardless of attire, no paying customer should be treated with such distrust when presenting valid proof of purchase.

When I asked how I could prevent this from happening again, the supervisor simply told me that if it were to occur in the future, I should return, and they would remove the tag. This response completely dismisses the inconvenience and frustration caused by the store’s error.

I expect ZARA to take this feedback seriously and implement better training for staff to ensure that similar incidents are handled professionally, efficiently, and with respect. I would appreciate a response on how you intend to address this issue and improve your customer...

I know the brand quite well as I often travel overseas and found Zara's clothing line quite different in Dubai. Unfortunately, the style and quality of the clothes sold here in New Zealand does not live up to it's standard. Particularly, with the customer service provided here you might as well have customers serving themselves. With so many staff walking around the floor, there still seems to be a long queue at the till. I wonder what everyone is doing? Staff are not approachable at all, no smile, no welcome etc. The worst and strangest aspect of the store is having to try on clothes in the changing rooms. I went in with my family and they said only one person who is trying on the clothes can go in. Right... So what is the point of going shopping together with family and friends if they aren't there to see you and give there opinion? The worst thing is that the staff in front of the changing room treat everyone like potential robbers which is just appalling. They are constantly tailing you, asking how many items you're taking in and out, checking if you have a bag, oh and if you don't bring out exactly the same number of items as you brought in, then expect to get your bag checked. What if I need another size? Every single item coming in and out, they need to be notified. I don't think airport security is as bad. At the end of the day, you're selling clothes that are the same as majority of the clothes sold in other stores. I have not visited any clothing store with this kind of service. Customers should feel comfortable. Not every single customer would feel comfortable going in front of a line of customers to show their family or friends what they've tried on. Have some understanding. If you have issues with people stealing, then have security at the door or find another solution to your problem. But please do not treat...