Low-end service levels

Exceptionally poor service experienced at your Canal Walk store on Wednesday, 21 January 2026, at approximately 16:30. Given your position as an international high-end fashion retailer, the standard of service I encountered was not merely disappointing—it was indefensible.

From the outset, staff demonstrated a complete lack of professionalism, attentiveness, and basic customer engagement. I was at your store to collect an online purchase, and the lack of service I received once again validated my inclination towards shopping online. Three of your sales staff were standing around at the pay point, speaking in an African language to one another, when I was under the impression that all Zara staff should (at all times) be speaking English? Assistance was then begrudgingly offered, communication was dismissive and unhelpful, and requests that should be routine in a luxury retail environment were met with indifference. At no point did I feel valued as a customer, nor did the staff appear remotely invested in upholding the brand standards your store claims to represent.

After 10 minutes of waiting for my parcel, the sales assistant finally appeared with it in hand. When I requested a shopping bag, she informed me, in an indignant tone, that a bag would be charged at a cost of R2.50. What makes this experience particularly unacceptable is the clear disparity between your pricing and your service delivery. Customers are not paying premium prices solely for products—they are paying for expertise, respect, and an elevated experience. On this occasion, I received none of the above.

Quite frankly, the service fell below what would be considered acceptable in an entry-level retail environment, let alone a luxury department store operating on an international stage. This reflects either a serious failure in staff training and management, or a broader disregard for customer experience – both of which should concern you deeply.