Zara.com review: Issues with defect warranty process

I would like to submit a formal complaint as Zara advertises a Defect Warranty Process they do not follow. I've wasted multiple hours from my day to ask how I can submit a claim and have so far received a runaround. On 1/26 I asked a sales associate what were my options regarding a accessory that fell off my sweater which I purchased on 12/1 (attaching receipt) however due to holidays wore once, after the "30 day return policy" and during my wear a piece of hardware fell off pre wash. He directed me to call Zara care and there was nothing they can do since past the 30 days.

The next day, on 1/27 I called Zara Care who shared since it was not an online order, there was nothing they can do. My only option was to go to a Zara store to file a claim with a skilled manager who has experience in accessing these situations. In addition, I sent a FB messenger asking for assistance and received a similar message (see photo).

Taking the guidance of your employees, I go back to the San Antonio - La Cantera Store on 1/28 around 3 CST, speak to the only manager there who would not give her name. She was like a robot repeating the 30 day return policy. Did not take the time to assess for a defect of the item and was useless. She shared I would need to file a claim by calling before she could do anything. This was opposite to what was told to me via phone and messenger.

I spend hundreds to thousands of dollars at Zara each year and have never tried to return an item until now. Zara is surly out of touch with the customer and is far from a Nordstroms who backs up their quality and cares about their customer experience.

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