ZARA — Local services in Towson

I went to Zara on the Saturday morning before Easter, hoping to find something special for a friend’s Easter gathering. After hours of searching, I finally found an outfit I loved: a pair of white tailored pants and a white peplum top. They were the only pieces in my size, so I eagerly took them to the fitting room. Both items fit perfectly, but I noticed a few small makeup stains on the top. Since I was on a tight schedule and they were the only ones available in my size, I decided I would simply wash it when I got home. I didn’t look too closely at the pants—just enough to see they fit—and headed straight to checkout. A pregnant sales associate rang me up: she scanned the tags, emailed me the receipt via QR code, and I left the store. I didn’t visit any other shops that day, and the clothes stayed untouched in their bag. That same evening, my friend texted to cancel the event, leaving me with clothes I had no chance to wear. So on Monday, I returned to that Zara location to bring the items back.

When I told the associate that my event was canceled and I no longer needed the outfit, she began inspecting the pieces more closely—without warning, she fetched the manager from the back. He informed me they couldn’t process the refund because of the stain on the top, and then pointed out lint marks around the thighs of the pants. I explained again that the stain was there when I tried them on Saturday and that I’d planned to wash the top at home. I also assured him I’d only ever worn the pants in the fitting room. But he insisted they showed signs of wear, and even brought out a pair in XL to compare, implying I was lying about never wearing them. He said, “I didn’t follow you to your house, so I wouldn’t know if you were telling the truth,” which made me feel small and embarrassed—accused of dishonesty in front of everyone.

I thought calling customer service might help, but they sent me right back to the manager. The next day, I returned with my sister, hoping a fresh face might handle things differently. Instead, we met the same sales associate and manager. To prove my honesty I exaggerated to take a polygraph to prove I hadn’t worn the clothes. My sister suggested that perhaps other customers had tried on the pants—after all, small is a common size—and that lint could easily transfer. The manager then said that its procedure to inspect items during initial purchase to make sure it’s up to par, which the sales associate did not do on Sunday. Despite our polite explanations, he remained unyielding.

I’ve never felt so small—or more humiliated—than when a manager in a position of customer service accused me of lying. I consider myself a regular Zara customer and have always been satisfied with my purchases and I’ve never had to return anything until now . After doing some research, I discovered I could return items at any Zara location. I drove an hour to the Annapolis store, which was clean, well-organized, and staffed by friendly people. There, I briefly explained what happened and they told me not to worry. The associate examined the items, scanned the tags and receipt, and immediately processed my return. They told me I’d receive my refund within 1–2 days.

That experience was a stark contrast: from feeling accused and embarrassed to being treated with respect and understanding. I will never return to that first Zara location—and I hope no one else has to go...

At first glance this location seems like a great place to find affordable and stylish attire in a peaceful environment, until you meet the mens manager Eric. Now after perusing the myriad of reviews of this establish this is no surprise. Shopping here is only attainable when you are a timid shopper or else management will instruct staff to close fitting rooms and become irritate with customers. As a customer I was verbally threatened, cussed at, told I stink, and have no money; while all of those things are in fact subjective this behavior is unacceptable from management in such a beautiful establishment. Following this rude interaction the manager proceeded to call mall security and sought a physical altercation with myself. At this point I called the real authorities and after an officer arrived to the scene to assess the situation I was informed that management is in fact allowed to cuss customers out, verbally threaten, and place their hands on customers in confined spaces, and all this is summed up as “unprofessional” again I was glad to have a second opinion because this can not continue to be allowed at Zara. Seeing a 4 to 5 star location operating at a 2 star level is heart breaking and is clear representation of management , and perhaps specifically mens management. While being a messy shopper was viewed as disrespectful, this is no crime. Also, as I frequent clothing stores in general and have displayed a pattern of returning close to their appropriate location after styling them, the managers verbally aggressive behavior and demeanor as well as actions such as approaching my face and taking pictures of me makes little to no sense. Overall, unprofessional managers do not seem like a good , great, or excellent choice for Zara. So the same way I smell according to the mens manager, the service from the mens management at this location stinks. Despite the incompetence that was displayed Zara is still a great establishment for anyone with a fashion sense that exceeds a muscle t and...

Feb 4, 2023 Saturday 4pm.

The jacket I bought on the Zara website came with a sensor attached to it. This is the second time already, so I was so upset. I had to find a Towson Zara store about 40 minutes away to have this sensor removed

I went to the store and the line was so long, so I went to the cashier and explained the situation, and I was going to go home without the sensor. But she was responding to a customer, so I waited for a long time and eventually called the manager.

When I complained it was the second time already, he said I did not do it! So I said I know you did do it! but your company did it!

He is Towson store manager of Zara, not the manager of other stores? I wondered how he could answer such a question to a customer.

Anyways, the Manager said then you can go to customer service and report it, I do not want to take out your sensor.

OH MY!!!! It took 40 minutes to visit the store, but the manager said he couldn't take it out, so I have to go home with sensor again.

As a manager, did you have to respond to complaints to customers with that attitude? I don't know what the criteria was for choosing such a manager. I also work in department retail, but when such a customer comes, I always apologize first. In any case, the customer has to go back to the store again, so I fully understand the situation. But that day, the manager Zara was very poor at customer service. It is very doubtful whether he is the right manager or whether Zara properly trained him...