Zara — return policy / awful customer service
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.