Zara (Philippines) / customer service and merchant violations

Shangri-la branch, Philippines Review updated:

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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  • Th
      25th of Jan, 2010

    I know, I've also had this experience. Who do they think they are right? They are not even in same the league of Hermes, LV, and Chanel and they think they can insult customers like that. Oh, and those stores never demanded identification from me! I hope Visa fines them too! Oh well, I hope H&M comes to the Phils to kick their ###. No contest there.

    0 Votes
  • Fr
      16th of Jul, 2010

    i dont mind showing my ID. As a matter of fact, I strongly suggest that cashiers do request for IDs to prevent CREDIT CARD FRAUD. I am an accountant/auditor, so I am very much aware of controls that can prevent these types of fraud. You said missing cards are the responsibility of the owner - imagine this - you lost your credit card and somebody else has been using it; they got away with this because no one ever asked for an ID. But then again - the requirement should be applied to ALL customers - NO BIAS NO DISCRIMINATION. btw - some shops do have signs saying that they require ID for all credit/debit card purchases. I get disappointed whenever cashiers dont follow it. Sometimes I would offer my ID just to remind them of their responsibilities.

    About the issue re loyal customers - yeah i agree that this is a lame excuse. they shouldve pertained to "customers they are familiar with". coz you're right - you may be a loyal customer but maybe you dont shop in the same shop/branch.

    +1 Votes
  • Vi
      4th of Aug, 2010

    So what's the deal? You want your credit cards to be used by somebody else if they get stolen? Your talking about rights of a consumer when those rights only seem to be applicable in a perfect, crime-free society. It's for your own protection too, you know. Try showing up at the airport with a ticket and no passport.

    +1 Votes
  • Be
      9th of Sep, 2010

    I think u're dumb!!! of course if you're using your credit card to purchase something, you have to show a valid ID to prove your the owner of the card and to sight the signature is similar. Bloody hell...

    0 Votes
  • Re
      10th of Sep, 2010

    Oh my, this is the case of big fish visiting a small pond. Big fish meaning, someone who have traveled the world, and small pond being the Philippines. They will never understand you whatever case you present. That's the mentality in the small pond. On the other hand, for you this is backwards because it defeats the purpose of having a credit card. I share your sentiments as this is the same frustration I have here in the Philippines.
    There is no customer service in the Philippines, they don't know what it is. They think of customer service as, taking the payment for the items you purchased, within the limits of the company policy.
    Let this be a lesson in customer service, YOU DON'T MAKE POLICIES AGAINST YOUR CUSTOMER, you will lose all your customers. So what if the credit card is stolen. That's a totally different issue, the lawyers will take care of that. It is not the duty of the store to protect the purchaser. But they don't understand this.
    Now they think you're dumb, because they never heard of that argument, and for them, it's ridiculous. Because they have been living and doing it that way here in the Philippines. That's why the Philippines is so backwards, so behind, because they are operating in "protectionism" mentality.
    And you know what's amazing? They will never understand this comment.
    Here is something to think about. What good will it do to you to defend a backward thinking? Answer: You go further backwards. -rg

    -2 Votes
  • Su
      12th of Feb, 2011

    well nothing wrong in showing valid id.

    +1 Votes
  • Ge
      25th of Apr, 2011

    It is a normal, common and healthy attitude from the cashier to ask for an ID card.
    It works this way in each and every civilized country of the world, why should it not be in Philippines?
    There are millions of denied transactions with credit cards. When it happens - the owner of the credit card denies to his/her bank that he/she was the one who used the card for this transaction, the amount is automatically returned to the owner of the card and the seller lost money and purchased item.
    You want to show and to feel your superior standing using a credit card? Then accept the rules and policies coming with cards use!

    0 Votes

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