Zara.com
Reviews and Complaints

Good Evening,

I am writing to an issue a complaint about your Zara store located on 50 Bloor Street West. I went into this store on Thursday, January 5th, 2017 at around 7:35 p.m. At 7:50 p.m. I went to the fitting room area to try on two identical shirts (one in small, one in medium). When I got to the fitting room, there was a sales girl working there who looked confused, and hesitantly told me they were closing the fitting room (as if she was deciding whether or not to let me through onto the fitting room), even thought it was 7:50 p.m. and the store closes at 8:00 p.m. And there was absolutely no line-up. I kindly and patiently told her that it was 7:50, and that I had two identical items (same shirt, two sizes S and M), and that it would take me a couple mins to quickly try them on.

She asked a saleman who was passing by the fitting room (perhaps he's more in charge than her, and had the authority), if I could use the fitting room. He abruptly and very condescendingly with minimal eye contact and with zero regard to anything resembling good customer service told me the fitting rooms are closed. I kindly told him that the store closes at 8 p.m. and it's only 7:50 p.m. and that I have 2 identical items (S and M), and that it would take me less than 2 mins to figure out if the top fits. His response filled with a continued rude and condescending tone was "well, I have to cash out people in line". I am unsure what the correlation between him cashing out people in line (that he is not even attending to) has to do with him allowing me to go into a fitting room to try on a top for a couple mins has to do with anything As 1) there clearly were other cashiers cashing people out 2) There was already a sales associate at the fitting room hanging up an extremely small amount of clothes that could be of assistance. So technically, nor was he needed either in the fitting room area nor the cashier area, and in fact he was heading to the storage area (so clearly my simple request was not directly affecting his super important task of cashing people out that other cashiers were doing).

I kindly told him that it is 7:50 p.m. and I would be out by 7:52 p.m., which is still far beyond the time the store closes. But again, in his continuous rude, arrogant and condescending manner, without even looking at me, he stomps away into the back room, muttering "you have 30 days for exchange or refund".

This was extremely horrible customer service. I've been a frequent, and loyal customer to Zara, and have frequented a lot of different Zaras in the greater toronto area, and have never received such poor treatment.

In fact, I frequently attend the Zara in the Eaton Center, and I've never witnessed or experiencing them turning paying customers away from fitting rooms. Allowing people to try on clothes up to the store closing. Even more notable stores such as Aritzia, Marciano/Guess and Club Monaco even patiently wait for customers to finish up in changing rooms past store closing, and let customers try on clothes even a minute before the stores closes.

And really I understand if it was 7:59 or 8:00, or if there was some huge line up and more customers couldn't be accommodated. But, it was 1) 7:50 p.m. 2) there was a zero line-up of customers at the fitting room 3) plenty of fitting rooms were available in plain sight, with even couple customers still being in there.

And even if a store decides they would like to turn paying customers away well before closing time, it is important to be courteous and respectful in the relay of information. Even if it is this store's policy to close fitting rooms at 7:45 p.m.-7:50 p.m. (well beyond closing time) and make zero exceptions to this rule (which again is contrary to other popular stores such as Aritzia, Club Monaco, Marciano, and even to other Zara's themselves), then at least the sales person should have the decency to be respectful, patient and courteous, instead of completely arrogant, rude, condescending and disrespectfully walk off in a huff.

This is my first time ever having to write to you guys, and I really hope its the last, because I've experienced overall good customer service at Zara, especially the Zara at the Eaton Center. But this experience was so terrible, and this sale man was so awful, that this had to be written, and hopefully this sales man can grow as both a worker and person enough to learn that is NOT OK to treat people like that.

I believe there were only two males working this evening at this store. One was responsible for folding clothes, young with brown hair. It wasn't him. The other one was wearing a white shirt and dealing with the fitting room/back and apparently the all encompassing task of "cashing people out".

I used to shop mainly at Club Monaco and Artizia, until my friend introduced me to Zara, and I became a more frequent customer. But, I will never return this location again, and will definitely stick to Club Monaco and Artizia in the area if I am in Yorkville. So, it does go to show the importance of good customer service. Hopefully you will improve your customer service policies at this store, and re-train your staff to treat everyone kindly and equally.

Thank you for your time and consideration on the matter.

Hi there,

I am writing this letter in regards to the New Zealand ZARA store.

This incident happened on the 31st of the december, 2016, at 3:40 pm. My husband and I went to Zara Sylvia Park store as usual for our last minute purchases for the new years eve.
The store was not so busy at all and I must say the floor staff was extremely helpful to choose clothes and sizes for my husband and one of our friend. After considering the options we had, we went to the counter to pay.

My husband bought a red bow to match with my dress that day but we were unsure that it will not suite with the whole outfit, nevertheless we decided to buy it but we just wanted to make sure if it does not look appropriate, will we able to exchange it for something we like.

Gaston was serving us on the counter and upon asking this question, he offensively replied "we don't do exchanges on the accessories". I as any other customer explained him the situation and said we can always return it next day as we were not able to drive home from Sylvia Park and come back around that time of the day. Now he aggressively replied and said WE DONT DO EXCHANGES ON THE BOWS AND READ THIS T's&C's IF YOU CAN'T UNDERSTAND (because we are Indian and may be as per his knowledge we dont speak/understand good english as many others do) by pointing his finger to the paper stand next to the counter.

By now due to this attitude, I was already feeling insulted in front many customers who were behind and around this store. I stood patiently with my husband and read the Ts & Cs and told him that no where on the Ts & Cs it was mentioned that ZARA do not exchange accessories or bows, instead two items I clearly remember were underwear & earrings. I politely told him can you please check again with your manager or seniors as it doesn't say the same what you're saying. I was so shocked to see that he went to his colleague and manager about 1.5 meters away from where we were standing on the other side of the counter and asked the same question. Both of them instantly said yes we do exchange the bows and accessories and he kept arguing with them for few more minutes. Upon knowing this from his colleagues, he had already lost his mind and came back with frustrated face and said yes we can do exchange. For this one moment I was really pissed and said "it would have been better if you could have spoken to them before and behaved with us with li'l better attitude", Can I please speak to a manager or have a complaint form". The other lady from the counter and told me please do not take it out on my colleague and I was like I am just talking and not yelling or getting angry and these staffs are still behaving like this to me. I said to the lady its fine and she told me as we know this time of the year everyone's busy. Please co-operate.

Honestly I had lost the respect for Zara's staff by now and was quietly waiting for Gaston to complete the billing and pay money and leave the store asap as neither the manager nor other staff paid attention to this whole incident and did not even look apologetic. Now to our surprise, Gaston had charged us full price(approx $35) instead of the discounted price($25.90) of the bow which had the red sticker on it which was brought to my attention by my husband. I looked at the receipt and after checking it, directly spoke with Gaston that hey man, you have charged us incorrectly can you please re-look at this. Oh my god, this was the worst thing that ever happened to me in a store in my whole life, HE THREW THE RECEIPT ON MY FACE AND LEFT THE COUNTER AND WENT TO THE BACK OF THE STORE. The other lady came just after finishing up serving a customer and handling the queue and asked me what happened and I repeated the same that we were charged incorrectly. She said sorry for Gaston's attitude and called store manager to confirm the refund. She also said that he has little less patience than anyone in the store. Now this time the store manager comes to the counter and talks to the lady. I am thinking that oh my god what kind of people and customer service ethics this store and brand has. No one first of all paid attention and was apologetic and on top of this even though I asked I wanted to speak with store manager, I was being told that he is busy and handed me over the feedback form.

Now that the manager was next to me I said I would like to speak with you to him. I was so red and shaking, my husband was constantly asking me to leave the store even though it wasn't our fault. I have worked in retail for over 5 years and have done all kind of casual to corporate jobs, shopped from the best brands around the world but never felt this disgusting and insulted because of my race. Even though he was there next to the whole incident, I told about my complaint and the whole situation and asked him if he could take necessary actions. First he said, even he was shocked to see this attitude from his employee and would never accept this type of behaviour, but unfortunately he can not do anything. I said I would like to take this further and would like to speak with regional manager and or someone he is reporting to and he said we report to Spain HQ. He asked me to fill out this paper form.

Having an unexpected evening on new years eve, I was totally into pieces and shame in front of my friend and many other customers that knew me as I work in the same mall at ANZ Bank. I was unsure what would happen to that paper feedback form and decided to write an email instead. I have completely removed ZARA NZ from my shopping list and will file an official complaint with consumer court as this is the only option I will be left with if no appropriate response or action being taken. It is no more than 6 days since this happened and I expect ZARA to check the recordings of the cctv footage and take necessary action and keep me also informed of the actions taken.

I look forward to your response.

Best,
Radhika Nagori

Name: Radhika Nagori
Date of the incident: 31/12/2016
Time: 15:48 pm
Transaction ID: 12296

I am writing with regards to a complaint I wish to make involving the Zara Store in Windsor, Berkshire. There are 3 elements to this complaint.
Having lived in Windsor for many years and therefore having frequented this shop on a number of occasions, I am always amazed at how poor the customer service has been and continues to be despite Zara's global size.

Each time I have gone into the store, it is generally with a niggling feeling that if I am to like something and proceed to purchase, then how long and how good will the service behind the counter be.. and on 8 out of 10 occasions, I am proved right.
The sales assistants including the Manager, never seem to speed things along despite there always being long queues which are not only reserved for Christmas or times of Sale.
On occasion, I have noted that other members of Zara staff who are not on duty but using their downtime to make purchases, will stand endlessly engaged in long conversations with their colleagues behind the till whilst the customer queue builds and builds.
On may occasions, despite there being 3 tills available, only one is ever in operation and two assistants standing at the same till!

The final straw has landed today. It is 29-12-16 and I, like many, are returning items of clothing that were gifted to a younger member of my family. The gift was not suitable and neither did my niece want to exchange the items for anything else in Zara.
So I paid her the cash equivalent and went to Zara to return the goods with my Debit/Credit card receipt intact.
Having waited (as per usual)the 20-30 mins in the queue, I finally reached the one till that was in operation (by two obligatory assistants)and was told that without the Gift Receipt, my original receipt, the one with the final four digits of the card, the amount, and with the goods, I would not be entitled to a refund. Worse still, the manager offered me no alternative. She (reference number 4880) stuffed the clothes back in the bag and told me there was nothing that could be done.

As you can imagine and appreciate, I was appalled by this service. I explained that I had the receipt and the clothes and that the gift receipt was with my niece who lived nearly 60 miles away.
Still, the manager explained, there's nothing that could be done and said she had to carry on serving other customers...

Having worked in retail myself for 3 years, I couldn't believe this service. At the very least, I would have expected and settled for a credit note, and learnt a valuable lesson that in future Zara would never offer a refund without two pieces of paper- I am sure if I went into a similar size retail organisation, they would not have been so limited in their customer service.

I would like to add however, that when I reached home and called the customer care line, I was fortunate enough to speak to a lovely young lady who listened patiently whilst I ranted (understandably) about the service i had received. Preeti built a case note and then attended to the situation immediately and called me back within the hour to offer resolution to the matter. This member of staff is a credit to Zara.

Please note that Zara is a popular retail company. However, it must not be so complacent in its customer service in the store, it must not be so limited in it's requirements for refund (I had the goods, I had the receipt, I was even prepared to show my ID ), and it must improve the speed and efficiency with which it deals with customers in store.

Recently ordered an items with express shipping fee just for me to get out of a hassle traffic at the store. Received a package with security pin attached to the clothes. Called customer service demanding money back on shipping fee ($8.95). Because now I have to travel to the store to get it removed. Zara denied stating that they do not offer this kind of incidence. Told them my situtation and all they said was sorry. This is ridiculous. I live far from the store and now I have spend extra more money and time to travel to the store. Zara should have put a warning sign that “IF you receive an order with security pin attached, it is your responsibility and will not repay back shipping fee”, then I will understand. Even though they admit it is Zara fault, they won’t do anything for customers.

I have made an online order with Zara and paid extra money for fast shipping and was supposed to get my order within 5 days! My order did not arrive and three weeks already passed. When I contacted customer service for the first time they said they'll find out what went wrong. Then they ignored me for over two weeks, and last week I finally got a response. They said that my order was sent to the wrong address and I was promised a refund. Seems like another scam. I will never order anything from this terrible company again, I'm absolutely disgusted with their low quality service!

I recently ordered a navy blue velvet sports jacket on Tuesday Dec. 13th with an express delivery option. It arrived on Wednesday, Dec. 14th - I immediately tried it on and it was too small - too tight around the chest area. I ordered a size 38 based on the sizing chart on your site and had my chest measured by two different people before ordering because I was in a time crunch and needed the jacket to wear to two Holiday events this weekend on Saturday, Dec. 17th. I immediately called customer service and said I needed to exchange and asked if I could have the new one before the weekend. I was assured I qualified for express shipment and would have the jacket for the events. I was asked for a return ticket number and told to locate that and call back. I called back with the number - at that point I re-explained the situation and urgency to have the new size 40 before the weekend. I was told to place the jacket in the box along with the return bar code/label, seal it and call UPS for pick up. I questioned that because the new return label with address would be sealed inside the box. This customer service rep did not seem well versed on the process. When I read the return instructions after the call that was not correct - label should be on outside for ups scanning purposes. I was also told they could not process anything until UPS scanned that return. I took time from my work day to drive it to UPS and wait in a holiday line to get it scanned. I immediately called Zara CS again to confirm they had it in the system as scanned and would get me the size 40 before the weekend (my third call on this issue) - I was assured no problem. On Thursday, 12/15 - I see a return credit email for the jacket, but no new shipment info. I called after work around 5:30p Eastern time and was told there is no jacket being sent and no record other than this was a return - I was amazed that of all my conversations - 3 in total - there was no record on my account of an exchange. I asked for them to express ship and was informed it's not possible to get by Saturday - it would arrive on Monday - too late for my events! This was my 4th call to Zara CS and still no jacket. CS rep checked closest store and no jacket in my size. Bottom line I will not have this jacket that I've taken extensive time to get in time for the events. I've done everything possible including incurring an express shipment payment. The customer service representation for Zara is not well informed - they misguided me and assured me, and never followed through. I've not had such a poor Customer Service experience before - considering the amount of calls and follow up on my end to make this happen. The last Customer Service rep I talked to seemed to be the most informed of the process of any. I won't be ordering from Zara again.

I recently purchase 4 order totaling close to 1000.00. The order that I am complaining about was around 270.00 order but what they did was split that order up into 2 separate deliveries and the second order I did not recieve I call Them to complaint about the order tat I did not recieve and they told me someone would contact with me by phone with 24-48 hr. Not only that I had a similar issue once before and I told them to ring my door bell because you never leave a package out their on the porch ESP. At 5.00pm because in Michigan by 5pm it dark out now not only that the operator talk to I said I have personally call Zara plus my local ups because I order from quite a few stores regarding on how or where they put my orders. I am asking for a thorough investigation not a half one the operator said someone was going to give me a call.why is it that they send me a email at 2:30 AM in the morning on December 16, 2016 saying that the package was delivered to the correct address that doesn't make sense if I didn't get I don't know where they sent it to all I know I never recieve my item if you do nothing than I will return the 800.00 dollar of products that I did recieve. I was missing three items from-that were not delivered from that order they never should have divide up into to separate deliveries I would hope that you resolve this manner in a timely manner a sent to the highest level of management. My ph. [protected] my email angelwallace [protected]@gmail.com p.s I have been a customer for years i go to Florida every year and shop at your store my concern is why do have so many complaints most are similar doesn't make sense?

I went to Zara in cairo festival city mall man to check a jacket i didn't like the quality of the piece i found the man i talked to there told me take it and send it to a dry cleaner by the way later when i checked the tag said no dru cleaning but anyway when i refused he sent me to the other branch in cairo city stars mall where i found so many careless employees who didn't bother to help me finding the jacket which was available on their systems and online system but they told me no it's not here it went out no more pieces and the system it not up to date as they commented

Im extremely frustrated right now with Zara. I purchased items in November for work, Order numbers: [protected], [protected], I returned these items in full to Zara using labels provided by Zara. They were delivered, all three packages on the 22nd November successfully received by Zara's warehouse. Pls see below tracking for proof of delivery. I received an email on the 23rd saying that three sweaters were being refunded. I bought and returned 20 items, so i called to enquire about the rest in which I was told was missing. They logged the information and nothing changed so I called back a few days later and had to give the same info all over again. I asked to speak to a manager who was Shaquanda and she assured me she would contact the warehouse and find the rest. They ended returning 6 more items from that first box. Im still yet to receive a return confirmation of 11 outstanding items?! I called back again tonight and spoke to a girl who told me Shaquanda didn't put info about the missing 11 items in the system, I asked to speak to her but was told Percy was available as shaqauanda was not in, he told me the resolution was that they only have received those 9 items. I said that cannot be the case as I still have 11 items missing from my refund. He explained that that is all the warehouse has received, I explained that cant be as tracking numbers prove all three boxes were delivered at 9.30am on the 22nd. He basically told me that regardless of proof of delivery if the warehouse states they don't have it they will not refund. This makes no sense, I have three tracking numbers from labels provided by Zara, I didn't create my own returns. All three packages were successfully received on Zara's end, and for some reason the warehouse has not refunded it. I did my part as a consumer, I purchased and returned what I didn't want using the appropriate methods and whilst Zara has proof of my return Im told "bad luck" nothing more can be done? I am owed $1000 thats insane. It just proves that purchasing online and returning with Zara is not a safe method. I can't understand why someone cannot contact the warehouse supervisor and find out where my packages are? And why they are not being refunded. this is not fair and I will take this matter further with legal action. The customer service provided to me is appalling and some of the worst I have ever come across. I expect this matter resolved asap.

1Z1E075X9080108682
1Z1E075X9040404258
1Z1E075X9041470238

Percy - supervisor ext 28469

I just left the Zara store in Philadelphia on Walnut street and was treated very rudely. I attempted to purchase 2 dresses and a shirt but when I went to use my Mastercard your associate told me I had to use a pin number. My card isn't associated with a PIN number. He says for MasterCard we can only use them with a PIN number and if you don't have that then you can’t buy this stuff. I have shopped at Zara far too long and I know this wasn't true but to be treated like that was uncalled for. This took place at 1:47 on 12/2/16 the transaction number on my receipt was 286542. I'm not sure what other information I can give you. I don't have the guy's name because they don't wear name tags but this was really unacceptable. Then in addition to the store rudeness I come back to my work computer had a chat session with Michelle asking for an email address where i could send a complaint and she disconnected the chat before our conversation was finished.

Dear sir / madame,
I am you long years very frequent customer and im in love with your products.
Im so sorry to write you this but last year I have buy a shoes in bordo shiny color and after few weeks it came one part off, which I fix by my self as I thought is out of refund policy time and anyway I didnt kept my cc payment anymore, but I may have that in my bank account slip.
Anyway I was still happy with the shoes until they start to seems to get very fast ruin on the top part they start to crack. If is necessary I will send you photo documentation of the shoes.
I was given recommendation from shoe shops that this product is faulty and should be reported to shop or producer. Please ill wait for your reply and some explanation, as I said ill send you if is need also photo documentation.
Thank you and hope to resolve this issue soon,
Kind regards
Katerina

I lost my package. Total amount is $437.62.
Is you also lost your package, and Zara refused to refund you. Please contact me, my email address is [protected]@gmail.com. I am done with that crappy comstom service and irresponsible company. I'm going to sue them at my local claim court to get my money. Please join me if you also lost your money because of Zara. The higher amount we gether, the higher chance we can win this and get our money back. Please contect me and tell me your experience. Thank you very much!

I am completely disappointed by Zara’s business practices. I have been shopping with them for years and spend at least $5000 a year at stores and online.

I recently purchased several items and returned 3 out of the 7. I only received credit for 2 out of the 3 items in the box. I called and was told someone would call me back with a resolution and I did not receive a call. I then sent an email and received a canned response that they did not receive the item and that no credit would be issued. I tried calling again and all the reps do is apologize and say there is nothing they can do. I asked to speak to management and they say, it has already escalated to management and they will not issue a return.
My years of shopping with them can show them I am not a scammer who is looking to pull a fast one. I literally shop with them every week. To feel that this type of thing happens will prevent me from shopping with them again. It is not good business practice and is unethical.
Beware of those who attempt to return items. Take them to a store and if there isn’t a store near you, shop else ware.

I've purchased a dress from Zara and after only the first wash colors faded and material shrink! I went back to the store and the sales person said that since the dress was damaged and it was my fault they were not able to do anything! But when I washed the dress I followed all the instructions on the tag so I was not the one to blame! Zara is quite an expensive shop but things they sell are poorly made! Do not buy anything from Zara, you will definitely regret that!
Also, the sales person was very rude and all he did was telling it was my fault.

Firstly, I have never felt compelled to complain about customer service before, as I too work in retail. However, the staff employed at this store are seriously in need of being changed. I needed to buy jeans for my son, who although an adult, is very slim and 29 inch inside leg measurement. I went to the cash desk, where I saw a young lady standing. She didn't look up so I politely said 'excuse me'. Still not looking at me she replied 'yep'. I asked her what was the shortest leg length Zara do in jeans. She looked at me like I was an alien from another planet, shrugged her shoulders and just said 'I don't know'. I asked whether she could find out and she sarcastically asked the question through her mouth piece to someone else. The other person showed up, barked at me that 32inch was the shortest and just walked away. At this point I almost walked out but decided to go to the teen department (H&M's teen jeans fit perfectly but they've been discontinued unfortunately). So I see a pair that will fit, although I had to look through the pile to find them so was just about to put them all back when a young chap tutted and re-folded them. Normally I would explain that I was about to do that but his sour face put me off. So I went to the cash desk and waited...and waited. Then a girl came over and barked 'this register is closed, the sign here says so, please go to front desk'. By this point I was thinking something awful must have gone on there today, perhaps the head office had been in to slap their stroppy staff into shape. Anyway, off I go to ladies cash desk. Yep, yet another sour guy. I put the jeans on the counter, no greeting, no nothing. He just rang them through the till, told me the price, slapped my change coins on the counter and asked the next person in line to come forward. Honestly, I actually couldn't believe I'd bothered to buy those jeans. They only reason I did is because my son has problems finding his size. Seriously head office, you need to sort your staff's attitude out and pronto. They all seemed to be "too cool for school" but I know I won't be going there for my clothes. H&M staff are so much nicer. I get it chaps, you hate people, you want a more rewarding job perhaps? Just smile a little because that helps your day go so much quicker. For me to come home and write this is a first. The most miserable store in Burlington, without doubt.

I was at the Bloor and Yonge store yesterday and the manager there treated me in a very condescending manner. But that is not why I am writing: I was given a gift from an old relative who (i think) couldn't see the size of the jacket (xl) due to her old age vision when she purchased it. I am usually an S or an XS. I am also assuming that she did not tell the cashier when purchasing this item that this was a gift, as her English is limited. So, now I have an item that she paid $139 before taxes that is of no use to me and I cannot exchange it because I do not have a gift receipt. Zara used to be one of my favourite stores and I shop a lot at it, but after becoming aware of this policy (that I need a receipt for a gift that anyone clearly can tell is never worn with tags on it) and the way I was treated, I am never going back. I also think this is a case of ageism and ethnocentrism - since old people and people with limited English are being discriminated against.

dissatisfied customer!

I was at west edmonton mall zara. I was shopping with my friends last week, while we were shopping there was a blond and tall lady as manager was yelling employer in front of other customer. Seems like she just started to work but her manager was assumed her. Literally she was so unrespect to her employer and whenever I go to west edmonton mall zara there is no people on the floor to help me out or find sizes for me. Its ridicilous customer service I talked to store manager twice but she ignored me totaly how terrible zara company is. They need to change the team for sure. Also there is always big line up and not enough cashier

I went to zara today and notice a rack of blazers with a clear sign stating "all blazers $49". Yes, in capital letters. I took the blazer to the register and they over charged me. I immediately pointed at the rack and the employee acknowledged the sign and said no that's wrong and offered the explanation that it was mistakenly placed by a customer probably. Now there was approximately 9-10 of the same blazer on the rack. Then a manager came and simply replied "no" to everything. They refused to give me the price on the rack although it was evident the purpose of the sign is to show the price. The other blazers on the rack also were not the advertised price. I asked the purpose of that sign? No answer. The employee was apologetic at least when refusing the price, the manager was just rude and did not want to hear anything or care.

Toronto Eaton Centre

My daughter tried to return a blouse because the seam along the entire length of the spaghetti straps frayed after one wash and she never even wore it. She was told in store that it was beyond the 30 days and they would not take it back. They refused to even listen to her that it was defective. I contacted customer service and they instructed me to take the blouse back to the store and give them the reference number that they provided so the manager could inspect and verify that the blouse was defective. I did that today and after waiting 20 minutes for an actual manager - the manager said that even though she agreed it was defective she had to contact customer service to verify the case number and they were closed today so could I come back tomorrow between 9 and 5. I said no and left the store. What the heck this is ridiculous. You sell defective product and make it so difficult to return it - is that the strategy zara? Ridiculous. I would expect this from a shady shop in a back alley not a chain with thousands of stores. I guess that's how Amancio Ortega is the 3rd richest person in the world from taking peoples money.