ZARA — Local services in London

Appalling "customer service". The staff at the till was incredibly rude and refused to let me skip the queue even if I had a 23 month old in a buggy and I was tired and evidently in distress. When I go to Primark, the staff at the till usually asks me to move forward and skip the long queue when they see me with my baby in the buggy, I don't even have to ask them. It is the polite, standard and respectful thing to do when you see a mother with a young child waiting in along queue. Instead, the shop assistants at this Zara shop pretended not to see me and my baby and offered us no help whatsoever. They completely lacked manners. There was no respect for other mothers with young babies as well, as I saw another mother with two young babies struggling to wait in the long queue and nor the staff at the till nor the manager nor the other shop assistants seemed to care or did anything to make her move forward or offer her some kind of support in any way. They pretended not to see her so much that I had to speak to the staff at the till myself to let the other mother move forward. These people should learn how to treat customers with respect, kindness and politenness and to be more empathetic and helpful with mothers and fathers with young children and with other people who need more support, such as elderly and disabled people. Security guys at the door was also unfriendly. The atmosphere inside the shop was also bad. There were some very rude and racists customers in the queue who repetitively refused to let myself and my 23 months son move forward. One woman in the queue went so far to verbally and even physically abuse me in front of my 23 months baby and this experience has seriously traumatised me that I'm still upset (two days have passed since I visited this shop). I had to tell her that if she didn't stop shacking my shoulder, I would have had to call the police. Only then, she let my shoulder go. It was a horrific, scary and awful experience. By far the worst experience I have ever had at a clothing shop. My baby and I felt very scared and unsafe. The shop was also disorganised and overcrowded. A lot of garments were in the wrong place and shop assistants looked like they didn't care about anything or anyone. I will never go back to this shop and I urge anyone else to do the same. I would give 0...

I went to this store on 22/3/2022, I did my shopping, tried on some clothes and decided to keep 6 items. Then I quickly had another look around the store and saw an additional 6 items I wanted to try on (they were worth more than £400). When I got to the fitting rooms they refused to serve me as I had more than 6 items. I told the lady that I only wanted to try on 6 items as I already fitted the rest and decided to keep them. She still refused and said that I need to buy the 6 items and then come back to try on the other 6 items as she will not keep the 6 I already decided to buy. I told her that, that cannot be right, and asked if I can speak to a manager as I would really like to fit the clothes and make one purchase at the store. She informed me that manager is on break so I cannot speak to her but she then proposed a different solution- I can store the 6 items I want to buy behind the till whilst I try on the additional items.

I went to the till, where the store manager was (not on break). The store manager then told me they can keep it at the till but there is no space for them to keep the items at the moment, she therefore cannot help me. Again I said this cannot be (surely you would want to do everything so that your customer buy as much clothes as possible). She reiterated that there is nothing she can do and I need to buy the 6 items I already decided on and go fit the other 6 items afterwards and then pay for them separately. The logic of this is beyond me!

I ended up buying only the 6items I originally wanted- but actually regret doing that as I don’t actually want to support the store.

Management seriously has to reconsider the management in that store- as they are missing out on...

If I had a chance I wouldn't give it even one star! For me to write a comment the star needs to be given. When you enter this Zara, everything feels so good from the ambience to its collection of clothes and perfumes. Sadly the customer service drags this store down. Appalling customer service. I bought perfumes and wanted an envelope for one of the perfumes as it was a gift, the lady at the counter said she had none and that I must ask the sales desk upstairs. Went upstairs asked one of the ladies on the floor to help me and she responds saying she knows nothing about what happens behind the till and that she is meant to be on the floor only. I walk to the counter, there is one gentleman serving and I had people in front of me, despite of the purchases already made I had to stand in the line at the till just to get an envelope!!!! At the till, the gentle man gave me the envelope and didn't even bother packing it, I asked him for a sticker to be stuck on the envelope, and he goes like we don't do it. I told him 2 days ago I bought few perfumes from Zara Oxford street and that they packed and also put the sticker, to which the man behind the till replies "they do it in that store not here" I was like it's a sticker and should be available at every store irrespective, besides being a well known chain it sure would have standards in place, sadly people like the above two mentioned would drag the store down and tarnish the image of this well known...