ZARA — Local services in New York

Subject: Formal Complaint – Inappropriate Behavior by Store Manager at Zara Hudson Yards To whom it may concern, I am writing to formally express my dissatisfaction with an incident that occurred on August 6th, 2025, at approximately 7:30 p.m., at the Zara store located in Hudson Yards, New York, NY 10001. During my visit, I purchased several items, one of which was clearly marked with an 80% discount. However, when I proceeded to the register, the discount was not applied. A store associate kindly assisted us and made a genuine effort to resolve the issue. She was extremely polite, professional, and empathetic — even apologizing for the inconvenience and showing true dedication to customer service. Her attitude made us feel heard and respected. Unfortunately, the situation escalated negatively when the store manager, Lisa Fernández, arrived. From the moment she approached, her demeanor was dismissive, cold, and lacking basic courtesy. Without taking time to assess the situation or show any willingness to understand our concern, she abruptly stated that the discount label was a mistake. I informed her that multiple shirts in different sizes were labeled with the same 80% discount, and I personally brought them to her as evidence. Despite this, Ms. Fernández responded with zero empathy and visible irritation, even snatching the ticket out of our hands in a rude and unprofessional manner. She failed to offer any real explanation or resolution, and to make matters worse, she reprimanded the associate who had been trying to help us in a very respectful way. This situation was not just about a pricing error — which we could have understood had it been addressed properly — but about the disrespectful and humiliating way in which it was handled by Ms. Fernández. As a loyal Zara customer, I was deeply disappointed by this behavior, especially coming from a person in a management role who should be setting the example for her team. I request that this matter be taken seriously. I urge you to review the store cameras and speak with the staff involved, and take the appropriate actions regarding Ms. Lisa Fernández’s conduct. At the very least, I expect a formal apology and a response acknowledging...

⭐️⭐️⭐️⭐️⭐️ Outstanding Service at Zara Hudson Yards

I had such a wonderful experience at Zara in Hudson Yards thanks to Mohammed. I was in a rush with less than an hour to find an outfit for a white party that same evening with a very tight budget, and styling myself in all white is completely outside of my comfort zone. I usually stick to long dresses or skirts in cobalt blue colors so I felt pretty stuck.

My son noticed Mohammed right away. he was so sharp, polished, and confident that I honestly thought he might be a regional manager. He carried himself with so much poise and professionalism . I explained my situation briefly, and he immediately stepped in with incredible ease and style sense. He is so talented and patient

I stayed in the fitting room while he brought me a few sets of outfits, each one more creative and flattering than the last. He took all the stress out of the process, and the final look he put together for me was something I never would have chosen myself, but it turned out to be absolutely perfect. My favorite outfit

To put it in perspective, I usually gravitate only toward electric or cobalt blue, and I’ve never owned an all-white outfit. But the outfit Mohammed styled for me is now my absolute favorite piece in my wardrobe. It feels timeless, elegant, and completely different from anything I’ve ever owned. I just need to learn to wear it with the same confidence he showed in styling it.

Thanks to Mohammed, I walked out feeling confident and stylish, ready for the event. His taste, professionalism, and kindness truly stood out, and I am so grateful for his help. Zara is lucky to have him...

Horrible Customer Service! Today is July 17 , 2021 and all Covid Mandates are lifted, however, the dressing rooms at Zara at Hudson Yards are closed. The communication of this policy is what really frustrated me. Since trying on the clothes was not an option, I inquired about the return policy - this was really important because my city and state (Burlington, Vermont) does not have a Zara. The manager visibly annoyed by the question, rolled her eyes explained the policy , she also said in a very dismissive tone, “you can just purchase the items and use the mall bathroom to try on the clothes”. In my opinion that is extremely unsanitary - trying on clothes in a public restroom is unacceptable. When I expressed my hesitation of trying on clothes in the bathroom, she proceeded to say, “That is what we are telling all the customers and you’re not special”. The tone and arrogance of the store manager was horrible and dismissive. When I said that she was being rude, she said “well I’m sorry you feel that way but you’re the only customer who seems to have a problem with it.” And then she walked away.

So I just placed all the clothes down (over $350 worth) and walked out of the store. Then I went to banana republic and proceeded to buy pants. I had mentioned that I had just had a terrible encounter at another store and all the sales associates were like “let me guess. Zara’s”. So clearly this isn’t an...