On Sept. 15, 2026 at approximately 5:40pm, I had an extremely disappointing experience at ZARA Richmond Centre while trying to return a pair of shoes that we had purchased on Sept. 11, 2026 for my son's job uniform. When I informed the sales lady that I needed to return the shoes, she immediately seemed upset and called the manager over. The manager approached and firmly stated that I could not return the shoes. When I tried to explain the reason for the return, the manager would not listen and appeared completely uninterested in hearing my concerns. Both the manager and the sales lady were rude, dismissive, disrespectful throughout the interaction. Their behaviour and lack of professionalism made what should have been a simple customer service matter into very upsetting and unpleasant experience for both me and my son. I was shocked by the way we were treated. As a customers, we expected to be treated with courtesy and respect, even if the return could not be accepted. Instead, we were met with poor customer service and a complete lack of empathy. Due to this negative experience and the disrespectful behaviour displayed both the manager and the sales lady, my family and I will no longer shop at ZARA. I will also be sharing my experience with friends and encouraging them to consider supporting retailers that value and respect their customers. This was one of the most disappointing customer service experiences I have had, and I hope ZARA Richmond Centre takes steps to improve the way customers are treated in the future. read more