I have done everything I can over the past six months to get someone to listen to me but I am sick of being ignored. Zara has the worst customer service I have ever experienced. On a trip out of town the weather unexpectedly changed and I went to a nearby mall and made some purchases. Upon getting back to the hotel I realized a few of the Zara items were VERY aloe quality (especially for the price paid) and so I returned them upon arrival home. My DEBIT card had been stolen and replaced by my bank so the original number was different than on the receipt. The sales agent was VERY nice about it but said she needed to get her manager Eli at the Culver City location. When they came to the cash wrap they had zero logic and explained if I did not have the actual card in my hand they could not process the return. I calmly explained the theft issue and this must have happened leaving no possible way for me to have the card. How could they refuse a return. Then what appeared to be Eli’s partner who also worked there started in on me in front of a line of customers telling me I was wrong to expect a refund if I didn’t have the card! I was shocked. Meanwhile the sweet girl helping me looked like she wanted to crawl under the cash wrap and vanish. I left and when I got home attempted to call customer service. I spoke to Pedro who didn’t seem to understand my complaint or issue at all and just minimized it and told me to have a nice day. I found what seemed to be the district manage Maya Aguilar and LinkedIn and sent her an email explaining what happened and asked to talk with her but she refused to communicate. I want others to know so they can avoid spending money at a business like this one.