ZARA - Walnut Creek, California

hamidreza daneshvar

A Disappointing and Unprofessional Experience at Zara

On January 7, 2025, my wife and I made a purchase at Zara at 4:47 p.m., spending approximately $900. Since we had an account, we didn’t receive a paper receipt, and the purchase was instead recorded in our account. However, upon returning home and reviewing the account, we noticed two significant issues:
1. I purchased a beige shorts , but it was mistakenly invoiced as beige pants.
2. One of the T-shirts I bought was charged at a price higher than it should have been.

The next day, January 8, at 5:38 p.m., we went to the returns desk on the ground floor of the store to report these issues and resolve them. I expected the situation to be handled professionally, given Zara’s global reputation, but the experience was far from that. The store manager, a man with curly hair and short stature, displayed a rude and accusatory attitude. Without thoroughly investigating the matter, he accused us of switching items and attempting to return something we hadn’t purchased.

I calmly explained:
“How is it possible that your security sensors at the entrance didn’t go off when I left the store yesterday or when I returned today? If the sensor doesn’t trigger, it means the item scanned at checkout is the same item that left the store.” Despite this logical explanation, he refused to acknowledge the mistake.

I then requested him to check the footage from the checkout counter at 4:47 p.m. on January 7. The footage would clearly show the items we purchased and confirm the error. However, he arrogantly refused and said, “I’m the manager here, and I don’t need to do that.” He then asked us to leave the store and instructed security to escort us out.

This behavior was deeply humiliating and offensive for both me and my husband. As loyal customers of Zara for over 25 years, shopping in its stores worldwide, this experience was shocking. Zara has always been a brand I trusted for its quality products and professional environment, but unfortunately, this incident proved that a professional atmosphere alone isn’t enough—professional staff are equally important.

As a customer who spent nearly $900 in your store, I don’t need to “steal $20 worth of goods.” Accusing me of such an act was both baseless and disrespectful. It also suggests poor oversight and management within this store.

I strongly urge Zara’s management to investigate this matter and address the unprofessional conduct of this store manager. Such behavior not only damages Zara’s reputation but also alienates loyal customers like me, who now feel disrespected and undervalued.

To all future customers, I highly recommend double-checking your receipts against your items immediately after making a purchase to avoid similar issues.

(Photos of the receipt and items are attached to this review for transparency.)

Акбота Зейтен

Zara's service and quality have really declined recently. The staff near the fitting rooms were quite rude—one of them even gestured for me to come over with her fingers, which felt very unprofessional. Honestly, it seems like only the cashiers are polite and efficient, while the rest of the service needs serious improvement. And what's going on with the clothing quality? The fall collection is far below what you’d expect from Zara, especially compared to other brands!

Luciana Mole

La ropa muy linda pero bastante bastante cara para lo que era, cobran mas por la marca que por la ropa.
La ropa de niños también muy cara siendo que se encuentran buenas calidades mucho mas económicas en otros lados. No vale mucho la pena.

Randie Bradley

Before going to Walnut Creek store my experience with this chain would have been rated 1 star. That star is for the quality clothing and products they carry. Customer service is the foundation of your business and what keeps your customers. There are many stores with quality merchandise and some are closing. My experience with Zara customer service was the worst I had ever experienced. The policies are not customer centric. When I came to the Walnut Creek store, the manager listened to my experience and found a way to work things out. Because of her my granddaughter was able to get pants from Zara that she can and loves to wear, which strengthens your brand! Thank you, we will come back to this store!

Alfinur Akhmerova

The manager of this store violates the low of the customer ! I bought a vest, it had a discount sticker, at the checkout they scanned it at full price. The manager came and said that she could not sell it at the price on the price tag, and removed the discount sticker, to which I said that it was not my fault, I have the low to buy at the price on the price tag. She replied that she could not do this. The sticker is easily removed, and I put it on myself, I was shocked by such an accusation, I simply did not find the words to answer her. I made a return. I was very upset by such an attitude towards the customer and the violation of lo. The manager is completely incompetent, the company should do more training with the staff.

Lei Labumzzz

Team members are either rude or lazy to check sizes. I was looking for my wife trying on some clothes and that she wanted to show me, this lady kicked me out saying stay outside. She could have said it differently.

atieh hasani

I had a very unpleasant experience at Zara. Before
making a purchase at Zara, I highly recommend checking the prices carefully. The item I wanted to return was mistakenly charged as a different product, and when I tried to return it, the young manager with curly hair and short stature refused to help.

He was unprofessional, clearly lacked training, and had no diplomatic skills in handling the situation. I explained that I had bought the item the day before and even suggested he could check with the saleswoman who sold it to me. However, he continued to be rude and dismissed me, eventually asking me to leave the store.

This was a disappointing experience, and due to this poor customer service, I will never shop at Zara again. It’s clear that the store needs to do a better job selecting and training their staff to handle customers professionally.

Ron S

You know the selection and styles. The only issue we've had is some of the employees do not bother properly folding your clothes as they simply stuff them into the bag and send you on your way. No one should ever go home with wrinkled clothes they just bought.