Bloomingdale's — Local services in Wayne

I am writing this review to bring attention to the appalling level of disrespect and unprofessionalism my mother experienced at this Zara location.

My mother, who has a disability, cannot try on clothing in the store. She purchases items, tries them on at home with my assistance and returns what doesn’t fit, a completely reasonable process especially when items are unworn, tags intact, and with receipt in hand. My mother obliged by all of Zara exchange policies.

When she attempted to return a piece of clothing, she was met with shocking rudeness by an employee named Diana. Instead of handling the matter discreetly, Diana loudly claimed the item “smelled like food” and even went as far as to call another employee over in front of my mother to “smell” it as if she were putting her on trial. This was humiliating, unnecessary, and deeply disrespectful.

When my mother requested a manager, Diana snapped back that she was the manager and arrogantly told her “My name is Diana and you can make whatever report about me that you’d like.” The lack of professionalism, empathy, and basic customer service is unacceptable — especially for a global brand like Zara.

To be clear: the item was unworn, in original condition, with tags and receipt. My mother’s return was fully valid and should have been processed without being demeaned. The behavior she endured was discriminatory, dismissive, and completely out of line.

I am demanding this incident be escalated to corporate immediately. I expect a direct response from Zara management, not from the employee in question and I will not hesitate to share this experience further if ignored. No customer, let alone one with a disability and language barrier, should ever be...

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