Shorouk S

Zara Gateway be careful of ****

On 30th November 2025 I purchased jeans from Zara, Gateway Mall, South Africa. I refunded this pair of jeans on Dec 7th 2025 . At the time of refund, I asked the cashier to refund me in cash as I paid with my debit card however she refused as she mentioned that the refund must be done with the same method of payment which is a card refund. After few weeks of not receiving my money, I follow up with one of the store employee who followed up with me after few days and told me that the money was refunded again to my card. By following up with my bank I found out that no refund has been issued ever by Zara. I went again to the store and met the branch manager who was super rude and she mentioned that the refund was issued cash which is impossible as this is not the refund policy of Zara the refund must be done with the same payment method. I explained to her and asked her to check the CCTV as it must to be a **** as the cashier issued a cash refund and informed me that the refund by policy must be done with the same method of payment. The manger refused and told me go to police. So basically, she doesn't mind damaging the brand reputation and involves police or court than just carrying out an internal investigation. I reported to customer service in South Africa but in vain. My main concern is not the money but the fact that I got ****med in a well known store like Zara and the neglect and terrible customer service skills of the branch manager lastly the negative response of the customer service team. I am disappointed as a customer and after being a customer for more than 20 years I will never deal with any Zara shop in my life. Now I will escalate the issue as advised by the branch manager to court and local police which I am shocked about as I never solved a refund issue this way with any brand in any country on the planet in my entire life.