First of all I want to say that Ive been Zara’s customer for around 17 years.I remember their shops being full of helpful stuff working hard. Polite and kind. Over the recent years I noted a very visible shift toward reducing direct contact with staff. Some time ago when something went wrong with my order I could call Zara and speak to someone. Now- forget it. You can talk with zara chat or whats up which repeatedly send you the same information or message. It is so artifical and lacks any depth of human response to often a nuanced problem you experience either refund or delivery or some other issue. Even so called ‘specialist team’ ( once you get there after hours chatting to bots all having the same names) you are often told the same. Customer service is so poor that I Iack words to describe it. They dont even want to improve things and are not interested in our feedback as I assume it wont change the awful reality of what happened to this brand. They only intrested how to increase the profit ! Sad but true.
