Zara has attained an optimal market position in the international market. The purpose is to identify the areas in which the firm has excelled and how it can improve its approach towards customer service. This paper involves a critical analysis of customer service at Zara. Choi cites different aspects that include product alteration, personal selling, repair, refund, or exchange, gift-wrapping, and the inclusion of a variety of payment methods as some of the fundamental issues that constitute customer service (130). However, the growth in intensity of competition has increased the significance of customer service management within the industry (Choi 130). This aspect shows that Zara has adopted a product-oriented approach. This approach has enabled the firm to introduce approximately 10,000 new designs every year. My initial rating was Zero for overall poor.Zara’s product development cycle is estimated to be 14 day, which is remarkably short compared to the 6-month industry average. Their rating doesn’t even deserve my one star. This will be my first and last time shopping here. When Zara is in error there’s no apology, effort, nothing. You get a better response talking to the automated robot than the person/representative. Eventually, a refund is processed but do I have to experience hassle first before a refund is initiated? I was Only required to return the item so I did! And it feels like I’m being penalized. Although the item was mailed and delivered last week: I still get the explanation of “the item is still in the drop off location… Can you provide proof of delivery for additional information to be reviewed by the relevant team”? Why is there need for additional proof of delivery if I provided a tracking number which indicates the exact item? That’s not my problem or my fault of where it still is. Zara first ask to verify order number and tracking number, understandable protocol. So I returned the item properly like the instructions indicated: The fit of the item ultimately did not work for me. There were strands of loose threading in a tailored blazer that cost $89. I sent the item back for an exchange of a smaller size because the SM & XS runs big. I’d rate Zero stars if it were possible.Īlthough a bit pricey for their basic designs, I was willing to take a chance on their clothing so I did. ![]() I have to tell you it made me extremely happy that my information and my husbands information is so protected by your company, thank you so much for protecting our identity our personal information ,specially in times like this!!!!! Great job great company amazing customer service great quality of clothing and most important ,thank you for protecting our personal information!!!!!įirst time shopping. I had a bittersweet experience with your customer service over the phone, my husband bought me a pair of pants and they did not fit me so he returned them and then he went on a business trip, he asked me to call and make sure that the package was received by your company, I called between 3 to 5 times to ask if you guys received the package, and every single time the customer service agent told me that they cannot give me any information about the package because my husband bought it not me, even though I gave them my husband‘s email address full name phone number and we have the same address, it did not matter, they refused to give me any information about that package because it was purchased by my husband. Be aware, there’s gonna be big compliments, envy at your stylish choices and no age agenda!! I’ve been the recipient for years without fail, even in the courtroom (my professional career lands me there) and I’m always in proper but attractively outfits! It doesn’t take a personal shopper, it doesn’t take a huge bank account and it almost doesn’t take a fashionista eye to make you look fabulous!! It just takes some trying on for a good fit, some professional assistance, if needed, from Zara’s well trained and highly competent, not pushy, sales staff and you’re out the door with NOT a ‘whole NEW you’ but a well clothed person who’s got great style!!! I am a major clothes horse who’s budget is working class caliber but Zara makes you look runway ready for any occasion from the tips of your toes with great shoes to the top of your head with accessories!! Who said designer chic has to break the bank, not with a Zaraein your side!!□□ ![]() Lazy days, gifts for family and my husband, all under one roof!! Be a little different, change it up with a funky jacket that makes a great piece from computer work to computing the tip at your favorite after work watering hole!! Delicious fabrics, standout tops and bottoms for all ages and the absolute best accessories at great prices so your outfit is a stand out in any crowd in any City. The best most stylist clothing for everyone
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