ZARA — Local services in Pleasanton

Absolutely appalling experience at Zara. I went into the store, picked out two dresses, and a staff member personally directed me to a fitting room. After trying them on, I stepped out—only to be met by a woman (who identified herself as the manager, her name sounded like Articia) shouting at me, “Excuse me, ma’am! We are closed!” I was stunned.

I calmly explained, “I didn’t walk in by myself—your own employee sent me here. You can even check the cameras—no one informed me you were closing.” Instead of apologizing or even speaking professionally, she shouted again, “I’m not checking the cameras, we are closed!!” She then kept loudly repeating “I’m the manager! I’m the manager!” as if that excused her rudeness.

Her colleague stood next to her, glaring at me with a disgusted expression. Both of them were of African descent—this is not discrimination on my part, as I am also from another country myself—but it is important to note that their behavior was not about cultural differences, it was simply unprofessional and unacceptable.

I have shopped at Zara in many different countries, including the U.S., and I have never seen such arrogant and condescending behavior from a so-called manager. Usually Zara staff are polite and helpful—this was the complete opposite. I was treated like a disobedient employee, not a paying customer.

It’s unbelievable and unacceptable. If this is what Zara considers “management,” it’s a disgrace...

The sales clerk was absolutely rude and lack of the enthusiasm to help customers. I was not aware of how to retrieve my lost text message when making a return, and she said to me several times that it was not her responsibility to help me retrieve my receipt, but instead, it was my resposibility to know how to fix this problem, with the attitude like, "This is non my problem". Later on, when I called the customer serivice line, I realized how easy it was to simply take some quick steps on the APP and that made me wonder why she lacked the knowledge to complete such simple task? I went back to the store and told the same sales clerk how easy it actually was to find a lost receipt, but to my surprise, she said to me, "I'm not going to help you" and then walked away from the counter. This was a very shocking and unpleasant experience. She even accused me at one point for being "aggressive" when all I did was asking what to do to figure out the problems. After she walked away, I had to ask someone else in store to complete the refund, and I felt so sorry that my daughter had to witness this unpleasant event. It was supposed to be a pleasant mom-and-daughter shopping day. I really feel Zara needs to select the kind of people who represent the company more carefully. Some people simply don't have the right work ethics and the enthusiasm or knowledge to serve...

Omg, awful experience. I'm a frequent shopper of Zara, and this is disappointing. I went in for a return and the girl at the register had to call the manager as she couldn't pull up my return. When the manager came in, African American decent she rolled her eyes and made a face, my husband at that point told me, the moment she saw me thats how she reacted. Was I discriminated for my color, race and ethnicity? I felt discriminated! Of course when we do not fit in a clothing we would return or exchange for a better option and thats what we pay for. Looking at the recent reviews this is exactly what she is. She didn't even look at my receipt and just went off what she thought was right. She was like NO we can not help you. Like cmon Zara, you guys need to start giving some basic training for customer service and management skills. If you recommend and encourage discrimination against customers of different backgrounds, I'm sorry you need to stop being in business. This is not acceptable and when I spoke to the customer service representative online via chat named Paul, he told me that I would be contacted for the treatment we received. Nothing so far. Reassuring that Zara...