Zara Refused My Return for Defective Dress at Buyaka

I bought a dress online, but it arrived defective. I took the item to the Zara store at Buyaka Mall, but they refused to process my return.

There was a tall manager at the store whose attitude was completely inappropriate. He told me the dress was just “wrinkled.” Excuse me, but how else was I supposed to bring it—hanging on a clothing rack? He even said, “If you want, you can take it to Consumer Rights.”

This is Zara, a global brand. How can you place managers in charge who speak to customers with such disrespect? I still have 13 days left within my return period, yet my return was rejected. The product was both defective and denied for return, leaving me completely mistreated.

Your employee even implied that I had damaged the dress myself. But the stitching defect is obvious—if I had caused damage, it would be torn, not a visible stitching error. Staff should be properly trained before being placed in managerial positions.

I expect a full refund for my order and a formal apology from the manager at Buyaka Mall. My order number is 5433*****92. I purchased the item with my bank card. I shop at Zara frequently, and this is the first time I’ve experienced such a problem.