ZARA — Local services in Brea

The Brea Zara location is an embarrassment to the brand. Customer service here is beyond unacceptable — it’s insulting.

The skinny girl with black hair at the Returns counter was flat-out rude, dismissive, and unprofessional. She rolled her eyes, talked down to me, and acted like I was wasting her time for simply following return policy. This isn’t “attitude,” it’s complete disrespect toward paying customers.

To make things even more ridiculous, the curly-haired girl initially offered me an exchange, went as far as to find the exact item in a larger size, and then suddenly changed her story, saying it wasn’t policy. Hey curly hair girl — don’t offer something that isn’t allowed. That is misleading, confusing, and shows you don’t even know the store’s own rules. And then, Black Skinny girl, instead of resolving it, she called over the manager without me asking.

The so-called manager made the situation worse. Rude, arrogant, dismissive — and provided zero help. If management itself behaves this way, it shows a total failure in training, leadership, and accountability at Zara. Customers should NEVER walk out feeling disrespected and humiliated the way I did.

This is not a minor complaint — this is systemic failure at the Brea location. Both frontline staff and management acted unprofessional and hostile, which reflects directly on the Zara brand. I will never shop at Zara again, and I strongly urge corporate to take a hard look at this store, its staff, and its leadership, because right now, it’s driving...

On November 13th at around 2:30 p.m., I went to the Brea Zara store to return some clothes I bought online, and at the same time I had a package to pick up. The person at the front desk asked me if I was making a return, and then directed me to a return area. I followed the instructions on the screen, but some errors came up. Because I’m not familiar with this new return system, I took the label and went to ask what I should do next. At that moment, a very rude staff member – who looked like a manager – started lecturing me, saying that the way I did the process was wrong. I said “OK, then what should I do next?” but she didn’t answer. Instead, she kept emphasizing my mistake. I asked again what I should do next, and she still kept repeating the same thing. I felt she didn’t want to help me at all and just wanted to complain about a customer she thought was stupid. When she had repeated my “mistake” in that rude tone six or seven times, I really couldn’t accept it anymore. Only after I got angry did she finally tell me the next step, but it was clearly in a condescending, “teaching me a lesson” attitude. Zara Brea is now on my blacklist for life. I’ve never seen such an impolite staff member. If you don’t want to help customers, you can walk away; I can ask someone else. I am extremely angry about this behavior. It has to be...

I wish I can give 0 stars. I hate these high class, luxury rich stores that act like you are beneath them. This was almost straight out of a scene from the movie "Pretty Woman". My wife came to get an outfit for my daughter and the size was not on the floor. She asked the Zara employee if there was 1 size larger in the back. THE EMPLOYEE SAID SHE CAN'T GO BACK AND CHECK BECAUSE THEY WERE ABOUT TO CLOSE. WHAT?! ABOUT TO CLOSE DOESN'T MEAN CLOSED AND THE LAST TIME I CHECKED YOU SHOULD TRY TO HELP THE CUSTOMER IN YOUR BUSINESS! The store was about to close like in 3 minutes and she couldn't check in the back for a size larger. Oh I get it, about to close means employees stop working and don't need to help customers because they want to clean up fast and leave. Terrible company Terrible employee Arrogant...