ZARA — Local services in Seattle

HORRIBLE STORE DO NOT SHOP HERE!

I am writing to formally express my extreme dissatisfaction with my recent shopping experience at the Zara store located in Westlake Center mall in Seattle on Valentine’s Day, February 14, 2025. As a loyal customer who values quality customer service, the lack of professionalism and courtesy I encountered was both shocking and disappointing. Upon entering the store, I expected to be greeted or at least guided, especially given the occasion. However, there was no acknowledgment of my presence or any effort to assist customers. As someone in a wheelchair, I needed help locating the elevator but could not find a single employee to assist me despite the store being crowded with customers. After searching extensively on my own, I finally found the elevator without any guidance. Once upstairs, I needed assistance finding specific sizes for my niece. Again, there were no employees visible or available on the floor. When I eventually found someone who turned out to be an employee, she was not identifiable as staff—no uniform or name tag—and ignored my initial question entirely. This lack of identification and basic customer service is unacceptable for a brand that prides itself on professionalism. After locating the items myself, I faced further frustration trying to find an open register. Every register I approached was closed, and employees offered no direction on where to complete my purchase. When I finally reached a downstairs register, two employees were standing idly by. One of them, who identified himself as a manager after being prompted, was dismissive and rude when I asked for assistance. His sarcastic tone and laughter at my concerns were humiliating and unprofessional. When I pointed out the lack of customer service throughout the store, he showed no interest in addressing the issue or improving my experience. The only reason I completed my purchase was because it was a gift for my niece; otherwise, I would have walked out empty-handed. This experience left me feeling humiliated and disgusted by the store’s operations and lack of basic customer care. Zara’s reputation as a global brand should be reflected in its customer service standards. However, this visit demonstrated a complete failure in training staff to assist customers respectfully and effectively. If this is indicative of how Zara stores operate, I will not return and will advise others against shopping at your stores. On top of everything the store was a mess with mixed inventory, sizes, apparel on floor everywhere, it just was really dirty store and experience. I urge you to address these issues immediately by improving employee training, ensuring staff are identifiable and accessible, and fostering a culture of respect toward all customers. This incident has severely tarnished my perception of your brand. This manager is a complete disaster—oblivious to everything and everyone around them. He lacks empathy, communication skills, and basic customer service abilities, leaving both employees and customers frustrated and undervalued. His poor decision-making, refusal to take accountability, and erratic leadership create chaos and a toxic work environment. Completely unaware of team dynamics or emotions, they bulldoze through situations with ego-driven incompetence, making them a liability to any...

I think everyone can understand and empathize when retail stores are shorthanded. It's frustrating and hard to provide good customer service when you're having to do multiple things. Working in retail in the past, I can understand and I know customers can be very rude, difficult and demanding. Unfortunately every Zara store I have been to have the same snooty attitude, do not bother me behavior and no eye contact as much as possible. I think it's totally understandable to be frustrated and upset with not having enough employees but my recent experience at the checkout was the worst ever.

I was making a return with this very entitled, nonchalant and self-absorbed young woman taking her time returning my items at the slowest speed ever while gossiping with her co-worker about being upset with the government. I try to put all my purchases on the Zara app because I was hoping it would help streamline and make the process quicker. This young woman acted like she knew her way around the app and how to do returns online. She seemed quite annoyed that I handed her my phone with the QR code and that I didn't have a physical receipt and now we had to use the app instead. She didn't seem that familiar with it because she went on to say that she couldn't just scan the app to make my return. She needed to use the box to start the process. What happened if I didn't bring my box? Isn't the whole point having your purchase documented through the app so that you don't have to carry receipts? I've done returns many times in the past with other Zara employees and her lack of experience definitely showed. This young lady continued to provide the worse customer service at the speed of a turtle, while still gossiping about her personal life very loudly, made the whole return experience an unbearable 20 minutes that could have been done in 10 minutes.

I don't normally write reviews on retail experiences because it's not worth my time, but I've had too many negative experiences with Zara. I'm not sure if there's anything that this corporation can do, but I love their clothes and it's unfortunate they can only hire inadequate, immature, lack of self-awareness employees like this woman on Wednesday, May 3rd around 1:30 p.m. I hope this review gets somewhere and some small changes can be made, but I'm not...

I had read the reviews saying how the customer service at this store was hopeless but I had no option as this is the closest store to my place. I arrived at the store location and spent a lot of time looking for parking. When I finally got into the store with my hands full of 2 boxes of return, I couldn't notice a dedicated line for returns, as I have seen at other Zara stores, so I approached the staff at billing counter to ask if there was a returns-only line. The man rudely replied -"Its the same line right behind you!", I continued to clarify" so no separate line for returns, just that one line"? and he said yes thats it. So I joined the very long line of purchases and waited more than 30 minutes just when I saw the tiny signage of separate return line with only 2 people- so I finally joined that line with my both arms already hurting. I noticed the same guy called only 1 person from returns after every 5 people from the purchase line - where I wasted another 15-20 minutes dying waiting. He finally left and his shift was taken over by other person. This person with braids (dont know her name) and glasses gracefully and patiently helped me through the returns. Maybe there should be a signage to show the separate place for returns and on-line pickup so its not a nightmare to visit each time. Well that was my first and last time at this store, never stepping foot in there and yes I noticed atleast that one guy is in need of more training or just general sense of politness when dealing with customers. He almost ruined my experience if it werent...