Written on: 26/02/2014
I recently bought a pair of shoes on sale in Zara The Hague (The Netherlands) but wanted to return it since it did not fit well. I went to return it in Rotterdam and to my surprise I could not get my money back. The shoes did not have a tag on it, which is why I specifically asked the cashier if I am able to return the item if it does not fit.I was informed that it was possible.The store manager on duty did not want to give me my money back and told me that they should take the shoe in because the alarm is still on it. The shoe I wanted to return was on my receipt. As you can imagine I got very furious because she would not give me my money back and she decided to call 3 to 4 security guards on me while the item I wanted to return was on my receipt. I could ot understand why the alarm is still in the shoe, because as I left the store and entered the store no alarm went off! To make matters worse I asked her for her name so I can report her bad service and she refused to give me her name. She told me to go back to The Hague so they can look it up in the camera to see if I actually did buy this pair of shoe. So basically she is indirectly accusing me of stealing. I have never even stole a piece of gum in my life, so you can imagine how furious I got when she was indirectly accusing me of such an act. I was informed to go back to the store I bought the item to see if they can give me my money back. Now my question is, this store was about 45 minutes away with public transport, if the store was in Amsterdam, which would have taken me 2 hours to go to including a train ticket just to get there, would this have been fair? The way I was treated with 4 guards standing there in front made me feel like a thief in front of the whole store while it is one of Zara's employees mistake.
When I called there customer service line I was informed that this is the normal procedure and that the manager did what she was supposed to do. When I asked the customer service officer for her name, she just gave me her first name when I wanted to ask her her last name she hung up on me.
Now my question is, is it normal of Zara staff to indirectly accuse a regular client of stealing an item and not do anything about the fact that they humiliated a normal honest person for no reason, because one of their staff members made a mistake?