ZARA — Local services in New York

The reviews here about the customer service of this store are accurate. The policy of the company as a whole regarding returns and exchanges are outdated and inconvenient. This is literally the only retailer in all of America that cannot look up a transaction using a credit or debit card. You can only exchange something without a receipt if you’re taking the exact same item but in a different size.

I purchased a dress that fit perfectly in the fitting room. I grabbed both a small and a medium and tried both on several times to make sure I’m buying the one that fits best. I actually wore the dress for the first time two weeks after purchasing it so of course I had tossed the receipt. As I walked around in the dress for about 10 min it rode up exposing my backside and I had to pull it down constantly. (This is clearly not something you can discover in store as you can’t walk around for 10 min in their merchandise) Because it was riding up the front was bunched up and unflattering so I took it off and decided I wanted to exchange it for a different item. I went to the store, chose another dress (which was also $20 more than what I paid for the original one) and waited in the 20 min long line to exchange. Just to be told I can’t because I didn’t have a receipt. ( This was delivered by the cashier in a condescending tone) What kind of store only allows you to exchange for the same exact item? If the dress that fit me the best isn’t working out why would I want one that fits worse? I wasn’t asking for my money back and in fact was willing to pay more just to have something I could actually wear. I have never ever heard of a store not allowing store credit or an exchange for an item of equal or more value. I was instructed to call their customer service which was another waste of time (and also dealt with a rude phone rep) They cited their policy and procedures written on their website which is basically just a BS way of saying we aren’t willing to help you and keep you as a customer. They more or less were telling me that they don’t care that I wasted my money when I told them I will have only the option of throwing the dress along with my money in the garbage because I can’t wear it. So now I have to pay for a designer flaw as I know someone else is who purchased the same exact dress and had a similar issue with it riding up. Every single retailer in all of America allows you to return or exchange an item within 30 days of purchase with or without a receipt. Even my local deli can look up a transaction using my card showing proof of purchase.

Zara, it doesn’t matter how cute your clothes can SOMETIMES be. Customer service is key. Amazon and other retailers will eventually drive you out of business if you don’t change your extremely out dated policy’s or if you don’t spiff up your customer service. This economy doesn’t allow for rude employees and messy stores. We want to feel good about spending our money and that’s not the experience we are having at...

I want to share my shopping experience here yesterday at 5:00 PM. Overall store setting is clean, no items on the floor. Security guard made the store feel safer, self check out and return-exchange service desks are available. Staff depends on who you approach, I usually focus on the good side of things but I had to bring this up.

I asked a lady in a dark blue blazer for a particular dress if they had it in stock, and before she could let me finish my sentence told me to go to self-check out for help. I go look at self check out for another staff member, nobody. I walk towards the end and I see the same lady about to help a guest with return/exchange. She sees me behind the guest shes attending to asking “are you returning or checking out?” (Literally nothing in my hands) and I respond “i need to ask if an item is in stock”, after the guest, she asks me for the code and says “come back here in 5 minutes”

I gave this lady 10-15 mins, mind you the store is PACKED and I just wanted to pay and go. I approached another lady named Bridget, I told her I am waiting for someone to bring out the item I requested. She tells me “they requested for it however it was invalid, meaning it’s not here”. I told her immediately “Why would the other lady tell me to wait 5 minutes if it’s not here, she wasted my time for no reason”. Bridget understood my point and immediately gave me options, other stores where the dress was available, and EVEN sent the request one more time, called the back stock team, and found out there was 1 last piece available. All in the matter of 5 minutes! So I want to shout out Bridget, she provided excellent...

Well, I shop here a lot. I mean A LOT! Even if they’re not on sale. Today, 04.19.2018, Thursday, was particularly annoying. I came here today to buy and I have a stroller with me with a baby in it so I went to the elevator to go to the 2nd floor. And this employee (who doesn’t have a name tag on her) went in first since she has a rack with ONE shirt on it. I thought we could certainly fit cause her rack is practically empty and we could definitely fit in the elevator. After she got it, she seriously blocked the entrance of the elevator with the rack and obviously didn’t want me to get in and immediately closed it! I was so upset but then I realized that maybe she was going somewhere only employees are allowed. So I waited for the elevator again and when I got to 2nd floor, this employee was there! Just there! And she looked like she doesn’t even want to interact with people. I mean, I can’t even remember how many times I have experienced and watched/notice the employees here being rude and unprofessional. They don’t even smile to you when you get to their counter to pay or whatever it is that you have to do. I love ZARA a lot and I hope this particular location gets more training for their employees especially how to interact with their customers. Two stars just because...