ZARA — Local services in Lake Buena Vista

I’ve only ordered from Zara two times. The first time was a pair of sneakers for my son that arrived with what looked like a blood stain on the side and on the laces. I called and they sent a replacement. The second time I placed an order it was for a store pick up so that I could avoid the shipping. I get an email that a part of my order has arrived at the Disney Springs location. Three days later I go to pick it up and the first person I spoke to Simply said something to the girl at the register. We assumed she had told her that we were there to pick up an order because after she spoke to her, she just walked away. We waited 15 minutes before asking if anybody was coming to assist us. When they come to Assist Assist us they tell us that we should be getting an email and then I need to call to get my money back. I was completely confused because I didn’t understand what I was supposed to be getting money back for since I was there to pick up an order. And they proceed to tell me that they got an email stating to process the order in the store so I had to call to get my money back. And still I had no idea what they were talking about because I was there to pick up my order. Then they get The “general manager“ and he tells me the same thing and tells me that sometimes when customers cancel their order, they get an email stating to process the items in the store and again I have no idea what they were talking about because I was there to pick up my order and I never canceled anything. I had to leave because we were actually going to see a movie at the theater next-door within the next 10 minutes. After the movie, I went back for clarification and they get someone else to help me who go to the back and print out a bunch of emails and one of the emails is confirming that they did receive part of my order. The other email was the list of orders that they should “process through the store“ and she confirmed that my order was not in that email so they never received an email to process through the store. Now it took two separate visits to learn that process through the store meant take the items and put them on the floor for sale. So they basically received my order didn’t tell me anything about any cancellation or any phone calls that I had to make, and simply put my items out as store stock. The girl who said she was the manager. They refused to call customer service for me to find out what could be done. She insisted that I be the one to call and even had the nerve to say that she was trying to help me, but if she wanted, she could just send me home. Frustrated at the lack of any help that they were providing, I called customer service only to be told by the machine that they ar closed until the following Monday. I called that Monday and I tell them what happened and they refer to replace the items which I accepted 20 minutes later. I get an email that they sent a replacement order for four out of my 11 items when I call to find out why, only for when I show that the other items are in stock. I was told that the stock regularly changes and it could just be that when they place the order the items were not in stock. So I go ahead and place my own order for the other seven items that they claimed or not in stock and I see that they were charging me shipping. So I called to see if they could refund the shipping since this order would’ve never happened. Had the store not messed up and taken my items and put them out for sale And they blatantly said no because they already helped me out by doing a replacement order. Again, I explained to them that they only replaced four out of the 11 items and if they didn’t care so I placed the order correctly the store confirmed they got my items. They also confirmed that they never got any cancellation or any email stating to process it through the store yet they did anyway Causing me to have to redo the order and this time pay for shipping, but yet somehow they already helped me by replacing four out of 11 items so that was all they were gonna do....

What a horrible experience at this store, placed an online order to be delivered to the store, got the email confirmation that my order was ready for pick up, I go to the store, head to the online order pick up area, tell the employee that I’m here to pick up an online order she looks at me like I have 2 heads, doesnt acknowledge my presence, tells another employee “they are here for online order”, both disappeared and never came back, after 15 minutes I asked someone to help…they were unable to because they couldn’t find the order, they bring a gentleman (apparently he was the general manager) who said “your gonna get an email because we had to process your order in store to get your money back”…nothing else no context behind it that’s what he kept repeating which made no sense…he said we don’t have the order you gotta call customer service….called customer service they have no idea what he’s talking about, go back to the store and now speak to two female managers who say “they can’t find the order although they show the order was here”, they couldn’t find the items and didn’t know where they were…the solution was to call customer service or look for the items in the store and rebuy them…she also said “I’m trying to help you I could have just sent you home” lol omg it was laughable….so records show the order came into the store, it wasn’t processed but yet they don’t know where the items are and the solution was to either call customer service and/or rebuy the items…the 3 people in management I spoke to today had no communication skills or any sort of common sense lol…it’s truly comical what a “manager” is in this store…if I could give negative stars I would because I’m sitting here with no items, the store where the items were sent doesn’t know where they are, customer service over the phone has no idea what the store is talking about and they were unwilling to help….what...

Very rude employee, I was in the fitting room in the men’s department, since the women’s fitting room was busy and my boyfriend needed to try on men’s clothing. So we decided to go together to make it go by faster since we had places to be. When we approached the fitting room there was no attendant present and there was a sign stating how many items but no regulation as to how many people can be in the fitting room, so we proceeded together. Next thing you know there’s a man in front of the curtain yelling “one person in the fitting room you need to get out” and I was in my undergarments at the time so my bf couldn’t just leave the fitting room. I got dressed quickly since the worker was persistent. As we exited the fitting room the worker looked at me up and down with his mouth open in disgust and proceeded to say “ just so you know it’s one person in the fitting room at a time, don’t do it again next time” as if he was scolding me like a child. I proceeded to tell him “well there was no one present at the time for me to know that rule and there’s no sign stating that”. Then as I put the clothes in the go back rack he took them off and basically handed me them back rudely while saying “you need to take these downstairs to the women’s department”.. dude isn’t it your job to accommodate to the costumer and do your job? Zara you highly disappointed me and are officially crossed off my list. Instead of him saying it nicely and doing his job by standing post in the first place this encounter would’ve...