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...
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