Zara.com review: Re: stage 1 formal complaint – aggressive behaviour, public humiliation & breach of customer rights at zara bromley

I am writing to submit a Stage 1 Formal Complaint regarding the extremely inappropriate, aggressive, and highly distressing incident involving the store manager at Zara Bromley. I have been a loyal customer of this particular store for over 10, this experience has deeply shocked and distressed me.
On Sunday 30th November, I visited the store to return a faulty pair of jeans with a broken zip, which is a perfectly reasonable request under my rights as a customer. What followed was one of the most humiliating and distressing experiences I have ever encountered in a retail environment. Instead of handling the matter professionally, the store manager immediately began shouting at me, accusing me of previously bringing in faulty items and even implying that I deliberately damage garments. Her tone, body language and approach were aggressive, threatening and completely disproportionate. She pointed her finger at me and raised her voice in front of multiple customers and staff.
I had done absolutely nothing wrong, I remained calm throughout, did not raise my voice, and did not behave in any manner that could justify such treatment. Her conduct was unprovoked, unprofessional, and intimidating. I left the store in tears, embarrassed and distressed.
In full view of the public, she then shouted to the security guard that I should be banned from the store. Customers who witnessed the incident approached me outside the store, shocked at how I had been treated. extremely embarrassed and humiliated, while other customers were laughing and discussing the scene.
If the manager was unable or unwilling to process the return, she could have said so politely. Instead, she chose to publicly shame and wrongly accuse me of behaviour she had no evidence for. I wasn’t even arguing when she id no to the return, she just started making false accusations and talking loudly in front of other customers.
This incident has caused me significant distress. I have always lived an honest and straightforward life and do not deserve to be treated like a criminal by a store that I have supported for over a decade.
Her behaviour not only caused public humiliation, but it was also a clear breach of:
1. UK Consumer Rights Act 2015
Under this Act, customers are entitled to:
• goods that are of satisfactory quality and free from manufacturing faults
• a repair, replacement, or refund when an item is faulty
Requesting a refund for a faulty item does not justify aggression, intimidation, or public accusations.
I wish to make clear the following:
• I did not behave aggressively or rudely.
• I did not raise my voice.
• I did not steal, damage, or mishandle any merchandise.
• I simply requested a legitimate refund for a faulty item.
The manager’s treatment of me was completely unjustified, and in my view amounted to harassment and public humiliation.
Breach of Consumer Rights & Zara Standards
The manager’s behaviour was wholly inconsistent with:
1. The Consumer Rights Act 2015
This legislation entitles customers to goods that are of satisfactory quality, fit for purpose, and free from manufacturing faults. When a product is faulty, customers are entitled to a repair, replacement, or refund. Requesting this does not justify intimidation or defamatory accusations.
2. Zara / Inditex Code of Conduct and Customer Care Values
Zara publicly commits to treating customers with dignity, fairness, and respect, and to providing a safe and inclusive shopping environment. The behaviour I experienced was the opposite of these standards and represents a serious breach of Zara’s own policies.
3. Health & Safety / Duty of Care
A manager shouting at a customer, pointing aggressively, and instructing security to “ban” me without cause constitutes both intimidation and a failure in duty of care to ensure a safe retail environment.
What I Am Requesting
Given the seriousness of this incident, I request the following:
1. A full internal investigation, including review of the CCTV footage capturing the manager’s behaviour and body language.
2. A written apology from both the store manager and Zara UK for the distress, embarrassment, and inappropriate treatment I was subjected to.
3. Confirmation that no ban exists on my customer profile, and that no negative mark has been applied to my name, as there was no justification for one.
4. Assurance that the manager’s behaviour will be formally addressed, in line with Zara’s Code of Conduct and customer service expectations.
5. Assurance that appropriate action will be taken to ensure no other customer is subjected to such abusive behaviour.
6. Consideration of compensation, given the humiliation, upset, and reputational impact I suffered publicly in a busy store.

Escalation Rights
If this matter is not handled appropriately, I will escalate the complaint to:
• Inditex Head Office
• RetailADR (Alternative Dispute Resolution)
• Consumer protection advisers

I expect my complaint to be handled formally under Zara’s customer complaints procedure, and I request written acknowledgment of this Stage 1 complaint.
I look forward to your prompt response.
Yours faithfully,
Asha Agarwal