5 Comments

1. NEVER try return anything here and the manager (and we all know who she is! She is the manager there as of June 2024) at the Walnut Creek, Broadway Plaza store is literally the WORST customer service person I have ever, ever, ever encountered. I went to return 3 items under 30 days, with the receipt, tags on, never worn, in store & this manager said something was wrong with the systems and she couldn’t return them, I had to call customer service. I called customer service in store and they said they needed to talk to the manager in store, in order to get the items returned – SHE REFUSED TO GO ON THE PHONE, to her own Zara customer service agent to resolve it. Omg have you ever heard of such madness. I was so embarrassed in the store, I didn’t know what to do. The agent on the phone asked to speak to another employee there but I didn’t want to ask another employee in store as I thought that Zara Broadway plaza manager might retaliate against them. I asked her again and she walked away from me. In a way, I almost felt bad for her, was it just an awful personality, no training, wrong hire? I love Zaras clothes but I just can’t ever go there again. She needs to be fired, customer service comes from the top and that whole situation what a hot mess. For the first time in my life, I called customer service to complain someone, even though I know nothing will be done. Zara should do better and do the right thing for their customers, Zara employees (and brand!), clearly this woman has had MULTIPLE complaints & needs to go. I can’t imagine what the people reporting to her are experiencing…but they are Californian employees, so if I were Zara leadership I would be listening – good luck with that!

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2. This review is specifically for John who I was lucky enough to be helped by the other day. I came in looking for a specific dress in which my Zara app said was most likely out of stock. John was extremely helpful, patient and searched for about 30 minutes till he found me the last dress! Can’t say that about most associates these days. John definitely deserves a raise for all his hard work and amazing customer service. Thanks again John!!!

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3. Employee was racist and rude. I was walking to try something on and the employee assumed I was going to steal the clothing item. Do better

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4. We went upstairs to buy mens clothing. The cashiers were not attentive to their customers. There was about three workers and none of them wanted to ring. In the other side of the store, in the kids section there was also two cashiers.

   One of the cashiers was doing I believe schedules out on the floor and the other ringing up a customer. I felt ignored and having worked in retail for over 8 years has taught me to never make customers feel this way if you want them to come back.

   We only bought a sweatshirt because we were not happy with the customer service we received.

   Whenever the manager is needs to communicate with their team in a more effective way. I would be happy to provide my feedback.

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5. Stellar fashion, well made and constructed clothing with a variety of price points. Zara is on point. Happy to have the WC store to rely on as backup to the SF locations.

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