ZARA — Local services in Cambridge

On October 6th, I purchased 3 perfumes (total $186.68 around 8:30 PM). The cashier asked for my phone number but never gave me a receipt. The very next day October 7th around 6:30 PM (not even 24 hours later) I returned to the store to return just one of the perfumes that I had only sprayed once at home to test.

I completely understand Zara’s policy that opened perfume boxes cannot be returned. That part I accept. What I do not accept is how the situation was handled by the staff and manager: • The manager never even tried to look up my purchase in the system using my phone number which was taken at checkout in the first place. • He kept contradicting himself, saying receipts can only be reprinted the same day, then later saying it’s “not possible” the next day, even though it hadn’t been 24 hours yet. • Most importantly, he showed zero care or effort to assist me, acting dismissive instead of trying to resolve a simple customer concern.

I have shopped with bigger and better brands since before I was a teenager, and this is the first time in my life I’ve seen customer service handled this poorly. I’m not upset about losing one perfume bottle I can live with that. What’s unacceptable is being treated as if my time and money don’t matter.

For a global company like Zara, allowing managers to behave this way is beyond disappointing. It makes me seriously question how much the brand really values...

The store is clean, well-organized, and has a great selection of items. However, the staff is extremely slow and unhelpful. If you ask for a different size, you may end up waiting 15–30 minutes. When you follow up to see if the item is on its way, the response is often rude and dismissive. Zara should consider hiring people who actually want to work there, rather than employees who seem to hate their jobs and take it out...

The person handling the fitting rooms at the time of this review puts more emphasis on counting clothes on a rack than assisting customers going to available fitting rooms. Adding this review on behalf of my friend. If you want people to buy your clothes don’t keep them from...