love Zara in Europe and never had any problems. However the customer service at this store was so poor I have to share. Having sold a successful retail business I feel qualified to comment, my staff were my most valuable asset.
So, final night of a 3 week vacation in the states and my 2 daughters and I leave my husband and son outside whilst we 'pop' in to spend the last of their pocket money. Both select bargain items on sale within five mins and we are we next in line to pay in childrenswear. One cashier is dealing with multiple returns, none of which belonged to childrenswear. We wait, the line grows, wait, try some perfume on, and wait. The most painful return procedure ever. A manager is called and they begin to sniff the garments. Ok, fine, I dealt with returns and people are cheeky, but at no point did anyone consider opening a new till to deal with growing line, despite counting five assistants busying around the shopfloor.
So I decide to take a punt and go to womenswear to expedite matters.....big mistake. Huge line, returns, online collections ( I think) and only three cashiers. So return to childrenswear to rejoin queue. Engaged conversation with apparently pleasant Israeli couple but note they have no childrenswear in hand, just bag full of menswear....? Returner no.1 eventually dealt with, line goes down when aforementioned couple try to woo the faced cashier. Returns. This time items bought abroad and as was a gift no credit card so they ensue in kicking off at despondent cashier like it is their right to receive cash refund ( uk law doesn't allow this). Forty minutes have now passed and my 5 & 7 yr olds are still clutching their dollars in anticipation. I want to dump items and run for the nearest bar but their puppy eyes are killing me. So I stay cool, wait in line for fear of taking another punt, only then to be told by a new summoned manager that we have to go to menswear topay....I begged her to take our money, open another cash till, but no, she has no other staff (what????!!, the five I counted are all milling around in the changing room looking busy)
So you' ll be pleased to know that after forty five minutes acquainting ourselves with Zara's returns policy, third party, we spent a grand total of $13.58, but I have two happy girls and a husband and son who were still patiently waiting outside. And I had a margarita to wash away my rage.
So if you want a speedy checkout process, head to menswear, and if you are returning an item don't bother looking for the nonexistent returns counter, head to childrenswear to antagonise the stressed out sleep deprived moms and dads in line with kids. Oh and customer service on top, forget it. Rude, surly, disinterested and poorly managed people resources. A very uncomfortable and unpleasant experience.
Sort it out Zara as this place is letting the brand down due to your people. read more