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CB Fashion Tech Zara.com Complaints #482-501
Zara.com

Zara.com review: complaint of ridiculous service provided by the manager ( 1 comment)

S
Author of the review
11:56 pm UTC
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The name of the manager: Henryson
The location of the store: 500 5th Avenue (at 42nd street) New York, NY 10110

Been a loyal Zara customer for more than seven years, I am always very satisfy with the excellent customer service Zara provided (both online and in store). But, what happened to me in store today totally disappointed me. The experience was EXTREMELY RIDICULOUS and UNACCEPATABLE at all!

Today (June 21, 2013), while my boyfriend and I were heading toward Ruby Tuesday located on 41 street for celebration dinner, we stopped by one of the Zara stores to make a return. The Zara store we went in located at 500 5th Avenue (at 42nd street) New York, NY 10110. We waited online at 7:55PM. For around 10 minutes to return the skirt I bought 20 something days ago. And when the associate finally called us over, we told her that we want to return this one item. She tried to process it, but for some reason she couldn't because the system can't find the receipt number? She called her supervisor over to help her out. The supervisor came over and tried couple times and she couldn't process it as well. The supervisor then called her manager using the phone and explained the issue. She told me that the her manager is coming down in 5 minutes. My boyfriend offered to stand aside so the associate can continue taking the rest of the customer online. We stood next to the counter, watching the supervisor and the associate cash count. After they cash counted the associate's draw, the associate went on to take more customers. After a wait of 15 minutes, my boyfriend went up to the supervisor asking her how much longer we will need to wait. The supervisor apologized and called the manager for the second time asking when he will come down to resolve the issue, she stated the customers are still waiting. We waited 35 minutes! UNBELIEVABLE! We stood next to the counter for 35 minutes for the manager to come downstairs! I didn’t do anything wrong, why should we waited so long for the manager?

If that was the only case, I won’t be mad. Normally, I don’t get mad easily because I also work in the customer service field. What really pissed me off is that the manager made us waited for 35 minutes (until 8:32PM), and while he finally came downstairs he didn’t even look at us. NO THANK YOU, NO GREETING and NO APOLOGIZE! He complained to supervisor for some work stuff. He then taught her how to do the transaction as we were transparent or something! What kind of service is that? This is RIDICULOUS!

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The complaint has been investigated and resolved to the customer’s satisfaction.

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Ahmed tebry
QA
1 comments
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Jun 26, 2014 5:34 pm UTC
Verified customer This complaint was posted by a verified customer. Learn more

Dear Sir Zara,
I'm your client for 10 years and really I Cant Imagine what happened,

I bought shoes from your branch in villaggio mall in Doha, Qatar and after one month it damaged but i was in dubai and when i returned back i went to your store with my bill and the store manager said yes it looks manufactory issue That guy is called Mr.Billal the store manager and he was very rode, i told him help me, he answered send complain, really i would to remove my shoes and shoot him but i respected Zara
Anyway i don't want anything except to respect people.

Really i cant belive that happened to me in Zara, i can send you all photos of my items which i bought from zara only huge number (suites &shoes &ties&shirts & perfume)

Thanks
Ahmed tebry
Project manager
Cambridge trading company

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