Zara.com review: Theft in store

Good morning am resending this email as sent t n the chat box on your website but didn't enter my email address

Customer Service Department
Zara Head Office
ITX UK Limited. Lumina House,
89 New Bond Street, London, W1S 1DA

Dear Zara Customer Service Team,

I am writing to express my deep disappointment and frustration regarding an incident that occurred at your Zara store Sloane Square Dukes Square
Good morning l am resending this email as sent to the chat box on your website yesterday but didnot enter my email address

Customer Service Department
Zara Head Office
ITX UK Limited. Lumina House,
89 New Bond Street, London, W1S 1DA

Dear Zara Customer Service Team,

I am writing to express my deep disappointment and frustration regarding an incident that occurred at your Sloane Square store on Saturday 18th January 2025. I have for years gone to your store as l feel it has a really safe and less crowed feel. However, during my visit on this day, I believe myself and my daughter were targeted by organised thieves who targeted customers of Zara which led to my daughter's mobile phone stolen from my zipped small bag. I have never had anything stolen and never from a store like Zara. It has also come to my attention after having discussions with friends and looking at social media, that this is a big problem and has been increasing happening Zara stores across London. The perpetrators are women who appear well dressed and can assimilate without detection.

l am alerting your store of this so you aware so that you have some way of alerting your loyal customers (with a sign) saying to be mindful of pick pockets that may be around the store. It was a very distressful incident for me and my daughter and at first thought was that I had dropped it in the store, so asked a staff member and security to assist but didn't get much customer service, I called the phone, but it went to voice mail, the staff told me that it was stolen. What made matters worse, was the staff at the store l was told that such incidents happen frequently in their store, which is highly concerning saying Yes this happens all the time in this store. This confirmed my earlier point that this is a problem.

As a loyal customer of Zara, I expect a certain level of security and assistance from your staff, especially in distressing situations like this. Unfortunately, the lack of support and the nonchalant attitude of the staff have left me feeling extremely dissatisfied and unsafe.
l was left to call the police and report the incident who were very helpful and dealt with my concerns, and I have had to purchase a new phone.
Given the circumstances, I kindly request that Zara takes responsibility for this incident and provides staff with the necessary training to assist staff if this happens in the future. My shopping experience was ruined, and I am now out of pocket. I believe that if I saw some kind of warning the believe that I would have been more vigilant than I am normally, and the store was not overly crowed with customers, which is why I feel the risk is higher.
Please consider how I can be confident in your store so i can shop again and get a fair and reasonable outcome, considering the inconvenience and distress I have experienced.

I trust that Zara values its customers and will take the necessary steps to address this issue promptly. I look forward to your response and a satisfactory resolution to this matter.

Thank you for your attention to this serious issue.

Sincerely,

Jennifer Dias

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