Bad customer service trash!

I purchased over $350.00 in merchandise and changed my mind. I returned to the store just a couple of days later for an exchange, but I left my receipt at home. I could not believe that their ONLY policy was to return for the same item, but a different size without a receipt. Or no return option at all! You buy it you keep it. I stood at the register for over 20 minutes pulling up the Zara app, on their weak wifi. Different size without a receipt. Or no return option at all! You buy it you keep it. I stood at the register for over 20 minutes pulling up the Zara app, on their weak wifi. This was in an effort to see if the receipt was on the app, but it wasn't. I asked for the manager who gave me a piece of paper with the customer service number on it and instructed me to call myself. When I spoke to customer service which was not in the United States, I was told that they could send me a copy of my receipt in TWO DAYS! Why am I standing at the register thinking I could get this handled the same day? I left The Victoria Gardens store and I drove al the way home, picked up the receipt, drove to Arcadia and made the exchange. Why couldn't Zara accommodate me? Poor, low quality service, they don't give a $#*! about their customers they only want our money. Zara does not deserve my business. Their policies are a slap in the face to the customers. Zara your policies sound like the makings of a class act law suit... beware.
https://drive.google.com/file/d/11OT-EQcs2FmYlm_d0M8WqIpeDLEHhtm3/view?usp=sharing

Don't buy this disgusting crap!=(

! Policy Sucksssssssssssssssssssss! Called the customer Service number and they were even more rude!

On the morning of 20th December 2016, I made the biggest mistake to go to Zara on Bahnhofstrasse to return items I had purchased the day before at Zara on Seindengasse. All the items were returned in the same state as when purchased the evening before. I needed to return them as the sizes were wrong or ill fitting. I walked into the Bahnhofstrasse branch of Zara shortly after it had opened around 9am possibly 9.30 I especially went early as I wanted to avoid the Christmas shoppers and rush, there was about 3 staff members visible at this time as I entered. As I approached the cash desk, I smiled and greeted a young female. I barely got a grunt out of the girl behind the counter. She had looked at me up and down (with total disapproval) and then proceeded to continue what she was doing. I stood for about 3-5 minutes waiting to be properly acknowledged. As soon as I realized this was another shop assistant who thought they were above everyone else, I proceeded to explain I wanted a refund and why. The issue arose when she could not find the blouse on the receipt. She told me she could not refund it as it was not on the receipt and was clearly agitated or disinterested whatever just not very friendly or helpful.
I went on to explain that that is impossible as I purchased 4 items all together at the Seindengasse store the evening before. I was very sure I bought it on the same receipt as I recalled my conversation with the cashier the evening before. At this point she told me it wasnt on there and if I didnt have a receipt I must have taken it (POINTING AT ME!). Aghast I asked her why she would accuse me of something like that after I just explained that I was very positive that I had paid for all the items together and insisted on wanting to know why she would accuse me of theft, the conversation got heated and she started pointing at me AGAIN, then accused me of lying and proceeded to continue to do so for the next 30+minutes. I told her firmly not to point at me, apologise immediately for falsely accusing me of theft and to call the store manager.
During this time another staff member came behind the counter, a young man, named Dominik they proceeded to have a conversation in Swiss German. Note that up until this time the rude female behind the counter had absolutely no problems in understanding me, at no point did she express this to me and neither did it seem as if she had a lack of understanding the language I was speaking; English. Her responses had been in English, all very clear and of someone who had a good understanding and command of the language. The young man then told me shes just saying it may be the wrong receipt She interrupted in Swiss German and pointed at me AGAIN, to which I responded that she MUST not accuse me of stealing as well as asking her if shes pointing at me AGAIN. I told him to tell her to stop pointing at me as I will lose my temper! She told him she did not point at me and then shouted at me that she never told me I stole it at this point she pointed at me again and I warned her that I was going to ensure she is fired (AND I DO WANT THE RUDE IDIOT FIRED) arrogantly she said I should try. She kept arguing with me for a long while until I insisted on speaking to the store manager.
I was told he was on his way, during this time the argument continued and she went on to make, top of accusing me of theft, presumptuous comments about me by stating my mother comes not from Switzerland ALSO as I questioned her as to why or what her arrogant attitude was directed at me in such a manner, was it because I wasnt dressed to her liking or I looked different. She went on to tell me she has black friend as if that doesnt make you racist and as if I care. Clearly she had judged me as FOREIGNER and my skin colour obviously helped her pea brain come to this conclusion from what I saw and heard coming from her. I felt utterly humiliated and ANGRY! How dare she! Who did she really think she is? What made this white fake tannered colourless excuse for a human who stands behind a shop counter dare to treat me like this? I am truly FURIOUS to be treated like $#*! by someone working at ZARA! Never mind that she was half my age and utterly disrespectful in more ways than one. I had made no enquiry into where she came from, who she was or anything that would have led to me being compared to her mother who is not from Switzerland clearly she obviously didnt install any respect in her dim wit daughter!
The argument continued and I proceeded to take a picture of her, she immediately threatened to call the police. I insisted that she do so as I was going to (AND INTEND TO DO SO) charge her with slander and wrongful accusation of theft, fortunately for her being racist is not illegal! She told me I could not take a picture of her, I showed her my mobile and pointed out there was no picture and did so again later to the horrible store manager, who threatened me. I kept insisting that she calls the police as she threatened to do and I really wanted her to. I wanted her to prove that I had stolen the blouse knowing that I had done no such thing. I told her to remain silent and not talk to me until they arrive; she continued to argue with me. At this stage the shop had filled up and people were staring, I was utterly embarrassed and FURIOUS that this uneducated arrogant rude mere shop assist was blaming me for stealing something in a store full of strangers, had I actually dressed smartly and maybe have had white skin I would probably have never been treated that way. As I write this I am getting super ANGRY and upset just recalling how horribly I was treated by some bit of white trash behind a counter. She continued to argue with me even after I told her to stop arguing with me as well as stop talking to me SEVERAL TIMES, it was as if she was determined to treat me like a piece of $#*! and she AGAIN pointed at me. I warned her that should she do so once more I will react violently. For a good few minutes we proceeded to argue with her telling me yeah I will call the police with the attitude of an arrogant $#*!.
She was too cowardly to do as she knew she was wrong however it was so utterly shocking to me that this shop assistant, who clearly had no experience in working with people was the kind of unprofessional racist arrogant white people Zara employed why would you not listen when youre asked to not speak and upset or even annoy a customer any further when youve been told they about to get really angry until the store manager arrive but choose to create an even bigger scene, upsetting me the CLIENT who pays her measly salary? She decided to continuously disrespect me irrespective of the fact that I was a customer, zero professionalism. I expressed how I felt and told her to return to school and she responded with saying something in Swiss German under breath which was clearly directed at me. Went as far as telling me when you dont can listen its not my problem. She went about making snide comments like ag common and oh my God I dont want to listen to you. Then proceeded to involve her colleagues and shoppers discussing in Swiss German along with making further more disrespectful comments and claiming she didnt do it after I told her off. Accused me of lying several times!
After being told the lift was broken (convienant excuse) and several other excuses from Dominik as to where the store manager was I was about to really explode as this is already beyond frustrating that I have to deal with these types of people. She quickly changed her tone and started to address me as Madam as soon as she saw the store Manager approaching. She very quickly changed her cocky arrogant and disgustingly rude manner to that one the victim by sobbing. He greeted me briefly and turned to her and went on to ask her in Swiss German what had happened, as she sobbed louder and louder. Instead of being half professional and directing the conversation off the store floor, seeing and hearing that it was clearly a very volatile and embarrassing situation, NO this clown proceeds to indulge her tears and when Im finally acknowledged Im treated with utter dismay and disrespect. They continue the conversation in Swiss German ignoring that she had pointed out to me she suddenly did not understand English. I requested someone with proper English/Swiss German/High German come along and translate, they laughed in my face. No, she told him her version, he did not even bother to ask me my side of the story but already came to the conclusion I was in the wrong. He refused to listen to me, refused to apologise and when I pointed this out to him he just laughed at me. Turned to the wailing shop assistant and rolled his eyes.
An argument ensued further along with this sorry excuse for a store manager, when I told him she threatened me, he continued to ignore and refused to apologise and after all of this he refused to give me her name or his and told me to go complain with a dismissal wave of his hand as he completed the transaction. Explained he could refund me with a gift voucher. I decided I did not want ANY of the items from Zara as I would no longer shop there after being so utterly humiliated. In order to clear my name I asked where the police was that she threatened to call he told me to leave or he would call security. I insisted that they do so but no one did. I could feel a panic attack coming on and felt light headed, numbness settling in my right arm and knew I could ill afford a panic attack or heart attack in Zara over having to deal with these pitiful excuses of human faeces! I took the blouse in question told him keep his refund (that he offered as if he was doing ME a favor) as I was going to the store where I bought it as being accused of THEFT was not sitting well with me and that ZARA and they will have to apologise.
Upon walking out of the store towards Zara on Seidengasse I had a panic attack and what Ive now been told was a minor stroke, thanks to a stranger I was assisted along the way, I survived a far worse fate Christmas 2016 however it had been ruined thanks to these arseholes. Im sure the staff and this pitiful excuse for a store manager, who refused to write down names or their titles or give an apology, will all be very pleased to hear of this or read about this in the papers in the coming weeks, they clearly seem the rejoicing type in such matters judging from the attitude and treatment I received. I do wish I had been more verbal and insisted on the police. I do intend to take this up with legal action directly pointed at these two individuals.
On the plus side I made it to Zara on Seidengasse, where I was lucky to spot the shop assistant who had served me behind the counter the evening before. She recalled me and even before I could ask if she remembered what I bought she was able to recall all 4 items including the blouse in question that I had been accused of stealing. I asked for the store manager and he came over almost immediately. He was EXTREMELY POLITE, RESPECTFUL AND OBVIOUSLY VERY PROFESSIONAL from the minute he greeted me, with a handshake. He listened intently, maintaining eye contact and was sincerely apologetic for what had occurred in the other branch. He spoked (IN ENGLISH) with the sales assistant who had been the cashier who served me not before stopping her and telling her to switch to high German, explaining to me she did not speak English. I absolutely accepted that, he was clearly someone who understood the situation and the needs of both his staff and me his customer UNLIKE the rude, impolite arrogant racist buggers over at Bahnhofstrasse!
Very quickly, they acknowledged an error had been made by them for not cashing it up. Both he and the sales assistant apologized and asked if I would accept a voucher to the value of the blouse. I explained if the blouse had not been rang up then that was ok they could have it back as I refuse to shop at Zara ever again and will do all in my power to let people around the world know of the type of judgmental, arrogant, rude, racist people employ on Bahnhofstrasse. Had it not been for him I would have stormed back and given both those incompetent arseholes a whole lot more of my mind and probably would have ended up in hospital as well as gaol!
To conclude, I expect a formal verbal and written apology from EVERYONE involved on that morning as well as re-imbursement for my wasted time in the store and aggravated psychological stress, health and I want either both or the inept, sales assistant fired. As I expressed I do wish to take legal action against the sales assistant in particular would appreciate the full names to be able to proceed without me having to go to the store and possibly ending up being ill-treated and shouted at again in public.

3months down the line, telephone calls and excuses such as "I'ma student" has been given when asked for a little respect. Zara Switzerland is utter rubbish!

QUALITY CLOTHES TRASH!

Their quality is awesome. I am being loved.

One of the worst if not the one

They've lost my business for ever

ZARA customer services are a disgrace do not order on line from this disgraceful company

Carol