ZARA — Local services in New York

Zara’s Customer Service: A Complete Disgrace

My experience at Zara was an appalling display of unprofessionalism, rudeness, and blatant disregard for customer rights. This is not just bad service; this is a systemic failure in how Zara operates.

I visited the store to return multiple items from different orders. As instructed, I pulled up my general QR code, and the representative began processing the returns. When he reached an item I was returning because it arrived damaged, he refused to accept it. He claimed I should have stated the damage beforehand, even though he initiated the process without giving me a chance to explain. This is a fundamental failure in communication that he wrongly placed on me.

When I calmly asked to speak to a manager, the representative outright refused, saying, “The manager won’t help you either way.” After insisting, the manager finally appeared. Instead of addressing the situation, she immediately fixated on the fact that I was recording the interaction, completely ignoring my valid concerns.

Her response was as dismissive as it was unprofessional. When I asked for her name to document the interaction, she arrogantly refused, saying she didn’t have to provide her name because I was recording. Let me make this clear: being recorded does not absolve a manager of accountability or the obligation to identify themselves. Refusing to provide her name only reinforced the lack of transparency and hostility I encountered throughout this ordeal.

To make matters worse, she escalated the situation by calling security to have me removed from the store. When I calmly asked why I was being escorted out, her response was a robotic and repetitive “Please leave.” No explanation, no accountability—just a blatant attempt to silence me. Even the security guard admitted he had no idea why I was being removed, further highlighting the absurdity and lack of justification for their actions.

This incident is not just about poor customer service—it’s about Zara’s complete disregard for customer rights and professionalism. Let me outline the serious issues here:

Refusal to Address Concerns: The manager’s refusal to engage meaningfully or provide her name is a clear attempt to avoid accountability, which is deeply troubling and could have legal implications.

Misuse of Security: Calling security to remove a customer without valid cause is a reckless misuse of authority and a direct violation of reasonable business practices.

Denial of Service: Refusing to complete my legitimate returns, especially after the representative initiated the process, is unacceptable and could be seen as a breach of consumer protection laws.

This experience was nothing short of humiliating and infuriating. Zara has proven that it does not respect its customers or their rights.

To Zara: your staff’s behavior is completely unacceptable, and your company must take responsibility for this appalling treatment. Train your employees—especially your managers—on customer service, legal rights, and the importance of professionalism. Refusing to provide basic accountability, like a name, does not absolve you from the consequences of your actions.

To prospective customers: avoid Zara at this location. Their dismissive, hostile, and unprofessional treatment...

The experience in this store was not only stressful but just simply horrifically disgusting. From the workers in the fitting room to the last minute changes in prices once you get to the cashier. The whole experience was a disgrace to the brand. The workers are extremely rude and would rather bark at you that you’re welcome to leave the store instead of trying to calmly help with a discrepancy in their priced merchandise. A lot of their merchandise is ripped, looks like it had been worn before, and in overall horrible condition. The on sale merchandise and the full price merchandise are completely mixed up by the workers. We wasted time trying on and standing in line to buy merchandise that had the stickers specifying it’s an on sale item just for the cashier to bark at us that it’s full price. The manager “Naya”, wanted us to do her job for free just because she was too lazy to deal with her responsibilities as an apparent manager in the store. Because of workers like her, the brand at Kings Plaza will not survive for long. Corporate office of Zara stores should pay closer attention to who is working in their stores when their employees starting from the ones in the fitting rooms with their dirty looks to the managers like “Naya” who show blatant attitude to their customers have no organisational skills or respect to their customers. Obviously we’re not the first ones to point out the horrific customer service and just the lack of even kindness to paying customers. Im surprised this store isn’t flagged yet for not only the attitude of the workers that are getting paid to be apparently rude and dismissive to customers, but also the very clear disorganisation of the store and the conditions the clothes are in. This is why people would rather shop online rather than dealing with these so called workers and managers who only care about you leaving the store quicker. Extremely disgusting. Good luck Zara with workers like the ones in this store, you’ll need it since apparently they’re getting paid to keep the...

One of my worse CS experiences! Not necessarily because of the store but due to Zara’s ridiculous procedure and policy. I had bought a corduroy dress for My daughter to wear for the Holidays. At first the trial both cuff snaps came off. After the Holidays I went back to the store and was told by the manager who was not the politest professional I have dealt with, that there is nothing he can do and I need to call customer service. I called customer service and was on the phone for about 30 min providing all sort of information and at each step the rep put me on hold to check back with the supervisor. I thought they were going to resolve the issue. The rep however told me that CS was going to call me. After two days I received an email that they could not reach me so I had to call them! Not sure why they couldn’t reach me since my phone was available and I had no missed calls. Called and was told that indeed the product was faulty. So I needed to make an appointment with the store to go in and return the product! I told the rep that their policy was ridiculous, since the store had sent me to them to resolve the issue. The rep hung up on me! I called back explained the situation to another rep and asked to speak to supervisor. I was told they have no way of transferring the call to a supervisor. They however will send a message to one and request for a call back. After a few hours received another email that I must go back to the store. With an appointment. I have already spend more money and time for returning a cheaply made dress that disappointed my daughter, made me upset, polluted the earth but made Inditext owner one of the richest men! Make an appointment 72 hours in advance for a 29.00 dress? It is not like it’s Hermes. It’s knock of fast fashion product that is made...