I was appalled with the treatment of the sales staff at the Zara Store- Palladium, Mumbai.

I had bought a garment from the store 20/7/11, Transaction Ref: 6258, unfortunately did not use the garment until recently. Upon removing the garment from the bag and ironing the garment I realised that the colour of the garment was fading off in patches. Surprised with the problem, i reported the problem to the store staff and was simply appalled by the behaviour and the body language.

At first I was greeted by Sachin, I was happy with his interest to resolve the problem, however since he did not understand the problem he called Shamsher. This man had no concern about the quality of the garment and was only interested in washing his hands off saying that the garment was bought over a month back and there is nothing they can do about it. Besides the man was rude and came across with an attitude indicating "its your problem and now you deal with it, ZARA cares no less. We have your money and dont care if you have a problem"

Upset with his behaviour we spoke to Sachin again, who was kind enough to listen to the problem and understand what we were trying to say and said that he would call the Standing Store Manager - Shameem.

Surprisingly she was worse than Shamsher, again absolutely no concern about the garment. On the contrary she spoke in a manner that we were first time buyers and of a ZARA garment, trying to rudely and boisterously explaining that the garments need to be handled with care. Upon explaining that the garment had not been washed, she had the audacity to tell us that we were lying about it and that she does not believe that the garment was not washed. Appalled and ridiculed by her behavior we asked for the store contact details and she shamelessly said that she had no contact card, if we wanted we could collect from the counter and walked away.

Subsequently, Sachin who was there all this while suggested that we could also speak to Brian and went to look for him. A few moments later Shamsher returned stating Brian was unavailable. Upon asking him details of the store manager, he said that the name was Ms. Sabira and that she was unavailable. Upon asking for the contact details were told that they did not have the number and please note they did not have the Store Number. Ridiculed by the behavior we were compelled to leave out from the store with no will or zeal to buy any more products from the store.

My Complaints:
1. No concern about the quality of the garment.
2. An attitude of washing hands away from the problem.
3. Absolutely no regard for a customer.
4. Poor Sales, Managerial Staff. I would say incompetent to handle a situation and come out with a solution.

Being a regular ZARA customer and having bought products from Man, Woman, Kids, Shoes, Accessories i would not expect such a behavior. And i expect a genuine response and commitment to quality and an assurance that if the quality of the product is not good i have someone attend the problem with honesty and integrity.