Zara Refused to Exchange My 100cm Leather Belt Due to Missing Tag
Today, on 10/24/2024, I went to Zara’s Capacity store to exchange a 100cm leather belt, code 6486/262058/04 (product code 100001935 0591931080001), purchased from Zara Akasya on 10/03/2024 for ₺1,190.00, for a 95cm one. Since this item is in limited stock across stores, I noticed new stock had arrived at Capacity Mall around 9:30 PM and went to the store. When I requested the exchange, the store associate informed me that it couldn’t be processed because the belt lacked a tag. I explained that I didn’t receive the item with a tag and had left it in the original store, Akasya, as I wasn’t informed that keeping the tag was necessary for exchanges.
The employee stated they couldn’t determine if the belt had been used, so I offered for them to inspect it. I explained that I had kept it in my motorcycle’s back bag since purchase, hadn’t even brought it home, and only came in to exchange it because new stock had arrived. I haven't worn the belt once since the day I bought it. I even provided photos and a video showing it’s in better condition than the belts currently on display.
When I realized the employee was uncompromising and came to the register with a "no-exchange" attitude from the start, I decided to leave. I asked if a different, reasonable staff member could assist me, but instead, the associate threatened to call security. Afterward, I reached out to Zara’s online support, but they deflected responsibility, stating that the decision was solely up to the store, essentially leaving my exchange request to a single, biased employee.
