ZARA — Local services in New York

I am writing to express my disappointment with the customer service I received at the Zara downtown Broadway location on January 19th and to formally address concerns regarding their exchange policy and the behavior of their store manager, Mr. Hernandez.

Two weeks ago, I purchased a dress from Zara. When I recently returned to the store to exchange it for the same dress in a smaller size, I was refused assistance because I had misplaced my receipt. I explained that I could provide proof of purchase by having the transaction looked up on my American Express card, but Mr. Hernandez informed me that Zara’s policy prohibits exchanges without a receipt.

Furthermore, Mr. Hernandez advised me to go online to request a copy of my receipt, which would take 48 hours to receive. This suggestion was not a reasonable solution for such a simple request, especially as I was not seeking a refund or store credit—only an even exchange for the same item in a different size.

In addition to the inflexible policy, I was shocked by Mr. Hernandez’s tone and conduct. He spoke so loudly during our conversation that other customers could hear every word. When I asked him to lower his tone, he ignored my request and continued in the same manner. This unprofessional behavior added unnecessary frustration to an already disappointing experience.

As a loyal Zara customer, I have never experienced this from anyone else before. I didn’t experience the standard level of service that other locations provided. I expect better service and a more customer-friendly approach to handling exchanges. While I understand store policies, this one is not designed to accommodate reasonable requests like mine, rather than making the process overly rigid and inconvenient.

I respectfully request that Zara reviews this exchange policy and provides proper training to staff, particularly store managers, to ensure they handle customer concerns with professionalism...

As a shopper of Zara for years. I’m mid 20s and this has been a staple in my Wardrobe since I’ve been a teenager. I usually leave after work and come to the financial district to which was my favorite Zara nicknamed “222”. Today I had the worst experience of my life and that store and I really want to expose the manager Monica. She is nasty, Rude, Does not know how to treat customers, And from what I can tell her staff as well. Monica is very miserable. Monica has an attitude problem. It is beyond me for as many years as I’ve been Experienced something so disgusting in my life I am literally shaking. It’s not Zara can’t find anywhere else to work so now she’s suffering and is taking it out on financial district at this point. The other ladies that work at this location are dream girls. Salina is amazing. This is my second review where I have mentioned that she is truly helpful anytime. They are so sweet and very helpful. I can’t believe i came across someone as rude and bitter as Monica. I also want to note when I went to go try on my clothes at the fitting room. The first thing that she screamed in my face was that she’s the manager and she’s not letting me try on my clothes.. Nothing happened before this incident was closed the fitting room, which is no problem, but the way that she spoke to me made me feel so low. I did not approach her in the way I should’ve. It’s okay i go to this location once a week I’m sure I’ll see her fried jet black hair near some jeans that’s on my wishlist. Sending love to all of the ladies that work at this location and I’m so sorry that you have to deal...

I had visited this Zara location with my family last week and it was our last day in New York and the atmosphere there was so friendly. The location had a lot of options and it was neat and easy to browse. It was early so it wasn’t packed everyone was so nice but Shoutout to the cashier name Travis he was so nice to us when it came time to checkout, he helped us look for sizes on the iPod, asked us about the Zara application and how it was easy for us to save receipts, reserve fitting rooms the whole full throttle. We said we didn’t have the app and he said he could wait until we download it to save our receipt on the app so we don’t lose it to have just in case we do a return, like that was so nice of him to do, it made us feel like we were welcome and not rushed. He told us the total and we were confused and thought it would be cheaper and he showed us that the prices on the tag were euro not USD and asked if we still wanted the items still and it was nice that he asked us. We paid and Travis said have a nice day and hope you guys enjoyed our stay in New York. We said thank and said when we come back we hope to visit this location again and if he was still works here. It was a nice shopping experience being it was our first time in New York and a nice way to end our day before we head to our flight. I totally recommend this Zara location to anyone who wants to go out and shop or just browse around and hopefully the cashier Travis...