ZARA - Norwalk, Connecticut 06854 - The SoNo Collection

Took 1/2 hour to check out. I cashier slower than crap!

Having spent over $500 at Zara at Christmas, I went to this newest Zara in the Sono Collection to process a few returns and exchange a pair of boots that I found a flaw in but hadn't worn; I simply was hoping to still find another pair in my size...and lo and behold, there was a pair, in my size and on sale! While waiting on line, along with several other customers, watching a Zara employee count a drawer (literally coin by painstaking coin...I own a business and I understand how important it is to properly and correctly count one's drawer)and the only other cashier who was working with another customer. This customer seemed to also, be processing a return/exchange which was also a painstakingly slow; Zara's process is ludicrous...they hang each item, re-tag it and sensor it while you stand there, along with loads of other customers! Can't this take place in between customers or during lulls (of which there are plenty these Covid days at the mall) All the while, we customers on the line are watching several other Zara employees doing similar, what I would consider, slow time activities...literally letting multiple customers both purchasing/returning watch and feel incredibly frustrated. So I asked the coin counter "is there anyone else available to help?" and the response was "she's the only cashier" and another employee reaches for her walkie talkie and then announces "there are two other wrap stations open". At this point, I was not looking to go across the store along with other frustrated shoppers, as I had already gotten to almost the front of the line. I arrive at the cashier, who doesn't even greet me but says "what do you need" as I placed my bags on the counter...I explained that I needed to return a few items and hopefully, exchange the pair of boots that were damaged as long as the pair I had found were the same size and not damaged...she then explains that "damaged items can not be returned" as I explained that I purchased them in that condition (unknowingly). She then consults with the coin counter who begrudgingly says "yes, that is a valid return". She returns to me, asking again what I want to do, unwilling to touch the merchandise I had to take out of the bags etc. At this point I asked if there was a manager I could speak to and she points to another person who comes over, also slow as molasses. I simply explained that as a regular Zara shopper who spends on average $3-500 each visit, I was not made to be feeling good by the whole experience...watching many employees doing stuff that could clearly be done at alternative times etc and was told that "this is Zara's protocols" simply that and no apology nothing about how long we had to wait etc. I made the decision that I am never going to shop at Zara again, at least not until they elevate the customer service across the board! The training needs a big redo and that must come from the top. When looking for a way to review, most that I saw were negative, supporting my experience. Let's be clear, I am a retailer from way back, a small business owner of 20+ years and I only want for all retailers and businesses to thrive, especially now. But this company and its many locations need a wake up call!