Zara (Philippines) / customer service and merchant violations
I just had the worst store experience thanks to Zara (Shangri-la branch, Philippines). I intended to purchase an item through credit card and the cashier refused to close the transaction because I CHOSE NOT TO present a valid ID. As I understand my rights, merchants can only ask for identification but are NOT ALLOWED to deprive the customers of their purchase if they choose not to present an ID, or simply can't under the circumstances.
I believe that Zara made a merchant violation under Visa/Mastercard rules and regulations. I also believe that Zara was being discriminatory and unfair to their customers due to the following points:
1. Zara employees claimed that it was protocol for them to demand proper identification when people purchase with a credit card. However, the woman beside me wasn't asked for an ID when she made a credit purchase. I believe that anyone in my position would be outraged by this blatant discriminatory practice.
2. Zara claims that they do not ask for identification from other customers because they recognize them as loyal and returning customers. However, I do not see how this argument pans out as I was wearing a Zara Jeans Jacket and a Zara pair of shoes while I was making the purchase. Logically, this argument is kind of weak since these employees are not in the store 24/7 to memorize their consumer base (moreso if they cannot memorize their own merchandise).
3. I have purchased items through credit that are more expensive than Php 1, 990 (USD 20++) and all those stores did not ask for any identification. I am also aware that luxury goods, appliance stores, electronic stores - all of which that sell items relatively more expensive than Zara, do not require ID prior to the closing of a transaction.
4. Zara claims that they are protecting the safety of their customers by asking valid IDs. If this is the case, I do not see how this translates to depriving a customer their purchase if he/she cannot or chooses not to present a valid ID. Missing credit cards are the responsibility of the owner and the bank.
Clearly, Zara is hiding their subjective discriminatory behavior behind the logic that "they are protecting their customers". I have no idea why a the store managers carried such primitive, unprofessional policies. What's more appalling amidst all of this is that the store manager wasn't a bit apologetic at all when I confronted her.
PS. By the record, I showed my ID in the end just to prove I'm not a criminal they portray me to be.
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