Zara — torn article sold

Address: New Delhi, Delhi, 110019

Dear zara team, i have been buying zara products from past so many years and this time around bought 8 items on 23rd december 2017. I noticed one of the items was torn when i was wearing it for an event (See attached). But i never thought i will have such a disappointing experience when i went to your store in ambience mall (Gurgaon) to get a refund for it. The "so called" store manager mr. Bharat bhushan totally denied refunding a damaged product of yours. He gave us a very "stupid" reason that this product is not re-sellable since the tag was not intact with the item. Although, i did have the tags with myself (See attached). It was so weird to know that had the tags been intact with the product then he would have been able to resell a damaged product to other customers. Instead of sending the damaged product to the manufacturing unit, he was "rude" enough to say that he needs the tag intact with the product.

More over mr. Bharat bhushan was so rigid and adamant to find out that how he can re-sell the same product rather than giving us an option to even exchange with any other product of the same price.

Furthermore, the store does have a policy to refund or exchange the product within 30 days. Still mr. Bharat bhushan didn't comply to this policy and kept on malign his words that i cannot re-sell this product. Mr. Bharat bhushan doesn't have any professionalism nor have customer handling skills and we seriously doubt if he is the store manager.

Also, i had a similar experience earlier wherein a zara top that i wore got shrinked after washing it and when i went to your store in select citywalk (Saket) they did refund the money to me. Why different policies in different stores?

I need a full refund of the product back to my debit card i. E. Inr 2490 and a written apology from mr. Bharat bhushan for being rude and not giving a rational reason.

He even stated that he is the only authority at the store representing a brand like zara and further showed arrogance with complete denial to understand the problem and showed no customer loyalty. Please note we like and buy your products because of your quality, services and standards but this kind of attitude and behavior has completely taken us back and shows how miserable the brand is being represented at your stores.

Thanks
A very "unhappy" customer!!