ZARA — Local services in Aventura

What an awful experience we had during our first time here. This was the first time visiting both this mall and Zara. We traveled an hour south just to come here. Specifically, clothes shopping for my daughter. As far as the clothes are concerned, their are many different styles to choose from and the prices are reasonable. The dressing room attendants were not so nice and seemed to hate their job. However, that was not what offended me. My daughter and I waited patiently in the check out line. I did this because I had questions about shipping, etc. Just as I finally approached the front of the line, Josh pulls me out of line, and forces me to do self check out. All he asked was, am I going to use a credit card, so I assumed that met, he was going to ring me up using a credit card. No, instead, he threw all of our items in a bin, and told me to use self check out. At no point did he ask me. As I am telling him that is not what I wanted to do, I realized, he made me lose my place in line. As the products displayed on the screen, he asked me to check them, as the other girl at self check out, was having an issue. I had no idea if the items were scanned correctly, that is why I purposely waited in line for a cashier. He was the rudest employee that I have ever encountered and I shop frequently. Then, he threw all of my items in a bag, refused to fold them. I asked for a manager and that is when not one single employee would tell me the manager's name. All I wanted was a first name. I work in the healthcare field and it is normal for patients to inquire names. This is a retail shop and they acted as if they are NASA. I mean, this is ridiculous. After waiting for twenty minutes, I did speak to Shanice and she gave me Josh's name, as he refused. She did fold all of my items and said, they are trained to not give a first name. After I got home, I realized, I was over charged. So, is that why I was forced to do self check out? After all this, I will most likely return everything based on their customer service alone. Bad business, will never spend a dime there again! Oh, and it's not the mall. All of the other stores that we went to, had nothing but positive...

Urgent Feedback on Unacceptable Experience at Aventura Zara

Dear Zara Customer Care,

I am writing to share an unfortunate and extremely embarrassing experience I had during my recent visit to your Aventura location.

On this visit, I purchased two dresses at one counter. Shortly after, another dress caught my attention and I purchased it separately at a different counter. However, as I exited the store, the security alarms went off. To my shock, I was the only customer walking out at the time, which left me feeling humiliated and singled out in front of others.

I immediately returned to the counter, presented my shopping bag and cell phone (digital receipts), and it was then discovered that the associate from my first purchase had failed to scan one of the dresses. This happened because the associate was distracted and chatting with another person while ringing me up. Instead of acknowledging the mistake, the employee was unapologetic and dismissive—going as far as to imply that I may have used “self-checkout,” which I absolutely did not.

This experience was deeply upsetting. I work hard for my money, and to be treated as if I had attempted theft during what should have been a simple and enjoyable shopping experience was devastating. Zara is one of my favorite brands, but this incident left me embarrassed, insulted, and disappointed. A sincere apology in that moment would have gone a long way, yet it was not offered.

I hope Zara takes this matter seriously. Training employees to remain attentive and professional, while also showing empathy when errors occur, is essential to ensuring loyal customers like myself continue to feel valued.

Thank you for taking the time to review this complaint. I look forward to...

Zara did not deliver my order for more than $500! Zara's courier delivered the order incorrectly (there were instructions on where to leave the order, the courier left it on the street in a different place, as a result of which the parcel was lost). When I saw the photo that the courier left the order just on the street (where there are many random passers-by and homeless people) and in the wrong place, I was in another city at a festival. And I was forced to leave the festival (for which I paid money and it was my day off) and go look for my parcel. While I was driving, I asked Zara's customer service to pick up the parcel from there and deliver it to me, AND NOT just THROW IT AWAY on the road in the WRONG place! When I arrived, I tried to find my parcel, but to no avail. Zara delivery service refused to help me and said that their work did it (I even paid extra for delivery and wrote to them 4 times about where exactly to deliver!) In the end, they refused to send me my parcel and said that they did their job. It was not a $20 order Zara, you can't treat your customers like that! Zara did not apologize, did not tell the courier what to do like that, they simply refused to do anything about it. This is all that I got after placing an order with them for more than $500. This is the first time I have encountered such terrible service! You can't treat your customers like this. I want other people to know how this store acts and not find themselves in...