Subject: Urgent Incident Report Regarding Staff Misconduct – April 27, 2025, Approx. 12:45 PM | Zara Post St #250, San Francisco, CA94108Dear Zara Customer Service,I am writing to formally report an incident that occurred today, Sunday, April 27, 2025, around 12:45 PM PST at one of your store locations, Post St #250, San Francisco, CA94108.I entered the store to return several items, including a jacket I had previously purchased online that arrived damaged (specifically, with a hole in it). I had already repurchased the exact same jacket — same color and size — because there would be no reason for me to wear a visibly defective item.Due to Zara’s return process requiring printed shipping labels — and no QR code option available — I took a Waymo ($15 expense) to the store, as I do not have a home printer.Upon explaining the situation to a staff member, I pointed out that receiving defective or dirty merchandise has happened multiple times in my experience with Zara, and this was unfortunately not an isolated issue. The staff member responded dismissively, stating there was “nothing she could do” and that I would have to process the return online. When I explained that my lack of a printer was precisely why I was in-store, she replied, “That’s not my problem.”When I asked for her name to document the experience properly, she refused, stating she did not wear a name tag “for a reason.” I informed her that I needed her name to escalate the issue appropriately. She continued to refuse and became increasingly rude.As I prepared to document the interaction by photographing her, she slapped my hand trying to slap my phone out of my hand. This physical action was unprovoked and completely inappropriate. She then stated that she was calling the police, falsely claiming that I was a “crazy customer,” which was not the case.I am extremely disturbed by the treatment I received, both verbally and physically. This situation escalated unnecessarily due to your staff’s unprofessional and aggressive behavior. I am currently at the police station filing a formal police report regarding the physical contact and battery.At this time, I am requesting the following: • A formal investigation into this incident. • Identification of the staff member involved. • Clarification on what steps Zara will take to address this situation. • Reimbursement for the transportation expenses I incurred due to Zara’s restrictive return policies. • Assistance with completing my return without further inconvenience.I have been a loyal Zara customer for many years, but this experience has severely damaged my trust in your brand. I hope you will treat this situation with the seriousness it deserves.I look forward to hearing back promptly.I have heard zero response. My next recourse will be legal action as this is completely unacceptable.
