TERRIBLE customer service - went in to exchange a faulty item (the skirt I was wearing on the way to the dinner I was wearing it for! Part of it fell apart and looked awful.) The process from start to finish was horrendous. The first member of staff I spoke to (who turned out to be the manager) told me they definitely didn't have the skirt in and she had never seen it before. She eventually checked after my insistence as I had only bought the skirt a few days prior, and of course, it WAS in the store (in the stock room). First time they brought me the wrong size. Second time they brought me another faulty item. Third time OK but with no apology and making me wait 10-15 minutes each time. I was sent upstairs and downstairs to make the exchange, all cashier staff were very unfriendly and unhelpful, after the exchange was finally made I was sent to the back of a long changing room queue so that I could swap the skirts over (as I was wearing it) and the man at the fitting room was also unhelpful and rude. I was made late for dinner after being in the shop for almost an HOUR just to make a quick exchange and at no point did anyone smile, let alone apologise for the faulty item. Far from my first experience like this with Zara, and they do not answer the customer service phone number or tweets. read more