Zara Refused to Refund a Dress With Makeup Stains and Treated Me Disrespectfully

On May 25, 2026, at approximately 10:01 a.m., I visited the Zara store in Ankara Ankamall immediately after opening and purchased a size S dress for approximately $32. Because I was in a hurry, I did not try the dress on or inspect it in detail before completing the purchase and leaving the store.

When I arrived home and examined the dress more carefully, I noticed signs that it had previously been worn. Most notably, there were visible makeup stains on the garment. Concerned about the condition of the product, I returned to the Ankamall Zara store today to request a refund.

Unfortunately, my experience at the store was extremely disappointing. A staff member claimed that the dress contained glitter and therefore could not be returned. However, I never wore the dress, and there was no glitter on the item. Despite my explanation, the employee repeatedly refused to process the return.

What upset me even more was the employee’s attitude. The interaction was disrespectful, dismissive, and unnecessarily confrontational. The employee raised their voice and stated, “You can complain wherever you want, take it to the consumer board if you like.” When I asked for the employee’s name, I was told that this information could not be shared.

I find it unacceptable that a customer would be treated this way by a company that presents itself as a professional and customer-focused brand. I am requesting a full refund for the dress purchased from the Ankamall Zara store after I discovered makeup stains and signs of prior use. I also expect Zara to review the conduct of the staff involved, provide an appropriate corporate response regarding the incident, and issue an apology for the disrespectful treatment I experienced.

I still have my receipt dated May 25, 2026, with transaction number 02E6D56B2D0442FFB03e15E85B32B3D, and I am prepared to provide any additional documentation required to support my complaint.