ZARA — Local services in Houston

I used zara online site to ensure the fragrances I was interested in purchasing was into stock at the memorial city location(of which the site showed the galleria and memorial had the three fragrances in stock). I had a previous experience when using the online option showed a fragrance was available but when going to the location, it was not in stock. To ensure, I was not wasting time as well as gas, I called around the store(memorial city mall) at 10:11am, again, to make sure the specific fragrances I was interested in purchasing were in stock. The Ivr provided other options to speak with a live rep, as the store location (memorial city mall) does not take/accept calls. I was provided a customer service number and spoke to a nice representative Dave, who confirmed the fragrances, including the specific sizes, I was interested in purchasing were in stock at this specific location. I went to Zara after work and seen 2 of the three fragrances. I was able to get an associate to assist me and she went to the back and grabbed what she “thought “ was the fragrance. I purchased the three fragrances thinking they were all the correct ones I wanted. I went to dinner and when reviewing my purchase, I realized one of them was not correct. I did open the box carefully and WITHOUT spraying the fragrance knew immediately, this is not the fragrance I asked for. I drove 20mins back to the mall and advised a different associate the situation. He asked if I opened the box and I said I did, but that i was just up here 2 hours ago. He advised me in a professional tone , that he would need to get his manager. He came back and advised me their policy is that if the box was opened they cannot accept the return. I rarely return items anywhere I go as I am VERY particular about the items I buy and typically do the same steps, as far as doing my own research when making decisions on if I am going to buy an item, such as reviews, quality, in this case the notes in the fragrance and ingredients to ensure longevity! I asked also in a professional calm voice, as this is retail and ai know how much of a headache people can be with their entitlement! The manager (a young woman) with glasses was right beside him and introduced herself ONLY as the manager. I explained to her the issue and she printed off a random receipt, showing in fine print that the box can’t be opened. When i viewed the small print, it did NOT say this verbatim l, however, it does state package must be returned in it’s original packaging, as it was. In a condescending tone, she said this is the rule. I asked if there was anyone else I could speak with and/ or if I could obtain an email. Again, in a condescending tone, she advised customer service, would be who I would need to contact and they would tell me the same thing, “sorry!” As I was already tired, and I can and will take responsibility for not double checking the my items before I left out the store, my intentions l, as stated to the sales associate earlier ( my first visit up there), so specifically wanted a certain fragrance and the size (30mL). I then asked if she can look to see if the fragrance was in stock. She looked at me as if she didn’t understand my request and asked me to bring the bottle to her. I already looked and it wasn’t in the location where the other fragrances were. I went to look to show her they only had one of a similar fragrance but not the one I inquired as well as intended to purchase. When i walked back to the register, she dismissed me and assisted another customer, who was returning items and also requesting to get information regarding corporate due to the lack of professionalism her and her daughter experienced. I asked the gentleman who assisted me when trying to exchange the fragrance if he could at least look to see if the fragrance was available. He then ask for assistance from another sales assoc. but fragrance was not available. The lack of professionalism from the manager with her dismissing me and condescending tone is more of the...

I usually don't go inside the store because I'm an online shopper, but needed to do some returns. I let my 2 kids check out the kids section and then my daughter and I headed to the fitting room.

I want to preface that this is the fitting room in the childrens section.

There are 2 rooms. One was taken with the curtain closed and the other was wide open with no employee present.

We went into the fitting room with the open curtain.

I closed the curtain and set aside the clothes from my daughter to try on.

I pointed to some water that was on the floor and told my daughter to be mindful and not slip.

When I looked in the mirror I could see that it was open a crack, so I went to close it fully.

That's when I noticed a biological male transgender employee charging into our dressing room not announcing himself with a yellow wet floor sign.

He was so focused on putting this sign on the ground he completely ignored the fact that the curtain was closed AND THIS WAS A CHILDREN’S DRESSING ROOM.

My daughter was modified. She is 6! He didn't even apologize. He had an attitude and seemed to be bothered with our entire existence and said he needs to put this sign in here.

Im a very strong minded person, but found myself utterly speechless in the moment.

I've replayed this moment so many times in my mind. Im disappointed, but I guess this is why I don't live near any major cities.

I know the reason I didn't react was because my daughter hadn't started to undress yet.

What a sicko. Why is it always the men dressing up as women and now they are forcing our children to play along with their mentally ill mind games.

Get out of the childrens section!

I want to know how this would go down if you went into the adults dressing room without announcing yourself?

Instead they put you with the innocent children.

Management better do something, but you've already lost my business.

Not to mention the only thing we didn't return from our order is already unraveling because your...

Terrible Experience with Faulty Product Return and Unprofessional Manager

I recently had one of the worst customer service experiences at Zara while trying to return a defective dress. The dress I purchased had a faulty zipper that broke the first time I tried to wear it. What’s worse, I had noticed the same issue in the fitting room with another dress in a different color, but I decided to take a chance and buy the one that seemed functional at the time—only for it to have the exact same issue!

When I returned the dress, the cashier denied my return and escalated it to the manager. The manager, instead of providing a solution, was dismissive and completely unprofessional. She outright refused to accept the return and told me to contact customer service instead. When I asked for her name to include in my report, she refused to provide it, but I explained I wanted to include it in my report. She said her name in a very weird way where we could not understand it so we asked her to spell it for us. She said mockingly that she already said her name twice and she isn’t going to spell it. That’s when we realized that she was actually saying “My name is Secret” in a way that sounds like a real name. This was the most disrespectful experience I’ve ever had at any retail store.

This level of unprofessionalism, especially from a manager, is unacceptable for a brand like Zara. I have attached her photo here as I don’t know her name…

Faulty products and poor quality control are bad enough, but to have a manager behave so rudely and condescendingly is shocking. I will be escalating this issue to Zara's regional director in Texas, as no customer should be treated this way.

Zara, do better. Your customers deserve respect and proper resolution, not managers who think it's okay to mock them and refuse to take...