I tried to sent my complaint via the Zara website but (to no surprise) you cannot do this! I was hoping they would see this and address the way cutomer service is handled.
I was visiting the flagship Zara store on Regent Street on Wednesday 31th September at around 12.15pm. There were 4 children outside in floods of tears as their father had had a seizure and was being attended to by paramedics in an ambulance parked just outside the store. I stopped to ask if they were ok and while they explained they didn’t know what was happening to their father, one of the Zara sales assistants came and shooed them from the doorway, asking them to stand in the corner (they were already in a corner and were not obstructing any customers). She didn’t bother to ask why they were crying.
I went in and spoke to that same sales assistant (I regret not getting her name now) and explained what had happened to these children. I suggested a member of staff could offer them a drink or perhaps periodically make sure they were ok until the paramedics could speak with them but she rather rudely informed me she didn’t have the time and she was very busy. Indeed.
I am a mother of a much younger child but I would like to think that if I was taken ill then my daughter wouldn’t be left to cry in the street and ‘customer service’ would extend into human kindness and she would be comforted. Before you ask why couldn’t I stop if I had the time, I did, and bought the children refreshments and cakes and waited with them until the paramedics could speak with them and let them know how their father was doing – all of this was right outside the store. Even the paramedic was disgusted that 4 children were left to cry in the street.
I have to admit I was livid with the sales assistant and spoke with the manager who informed me that they are very busy. I hope they somehow read this and understand that customer service does not just mean getting a garment or shoe in the right size.
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