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Zara / return policy / awful customer service

Toronto, ON, Canada Review updated:
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I was in the Toronto Bloor Street store yesterday wanting to return an item I purchased over 30 days ago. I had been out of town for a while (and, quite frankly, forgot I had it) so was unable to come into a store to return it until now. I am aware of the return policy that Zara will not issue a refund past 30 days – completely fair and what I was expecting. However, they also refused to issue store credit or do an exchange. I was told this is the policy, yet this caveat is NOT written on the receipt, nor is it told to customers upon purchase (cashiers do tell you that you have 30 days to exchange/return, but what they do NOT mention is that after that window you are out of luck). Without explicitly stating "store credit will not be issued after this 30 day period" they cannot deny it to the customer.

On the (rude/dismissive) advice of the cashier, I wrote to Zara's Customer Care team, hoping for a resolution. The cashier implied that they would give me a case number which would allow me an exception return. Well, this could not be father from the response I got. Their reply was cold and unhelpful. I don't even think they read the email I sent, as they didn't acknowledge any of my points. The message was a generic policy-stating paragraph, essentially telling me "too bad". And unlike customer service responses I've received from other retailers, the email was not signed by a specific agent, giving a point of contact to follow up with. I guess no one actually cares/wants to take ownership of the issue.

I am completely appalled at this whole experience. Literally every other retail store will issue a store credit after the return window. I have always been a loyal Zara customer but I will never be shopping there again. Not only was the customer service I received appalling at best in store (literally arms thrown up saying "nothing I can do") and online, but it is absolutely disgusting to me that this is the way Zara treats their customers. I am now $50 out of pocket with nothing to show for it but a terrible customer service experience.

Ju
Sep 14, 2016
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Comments

  • Cu
      Sep 14, 2016

    Let me get this straight, your absent mindness is their fault, you make reference to other stores "Literally every other retail store will issue a store credit after the return window." This tells me you do this a lot, maybe you need to follow the simple rules, they are not hard.

    +1 Votes
  • Es
      Sep 14, 2016

    So...As you said,

    "cashiers do tell you that you have 30 days to exchange/return, but what they do NOT mention is that after that window you are out of luck"

    What is so hard to understand that after 30 days they will not accepts exchanges or returns? I don't have to say that after 30 day we will not accept it. As they already told you.

    Wow. do you need to be spoon fed too?

    0 Votes
  •   Sep 14, 2016

    What part of 30 day return is not clear?

    +1 Votes
  • Za
      Jun 16, 2017

    You will be shopping there guaranteed again. When another fresh item that fits you perfectly, hits their shelves, you will be bringing it back to the counter for checkout. Zara is an evil empire, we know it and they know it and don't even try to hide it. But they know they have us by the balls. Customer service is not what makes their business, it is about fashion and variety. Unfortunately we the customers are addicted and there is nothing we can do about till there comes a similar brand with better service and Amancio knows this- From your fellow addict

    +1 Votes

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