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| - Well, I love my clothes. And especially my stylish and on-trend clothes. But, I am beginning to re-think HOW MUCH I love these clothes, after a less than lovely afternoon at Zara Eaton Centre.
Now I understand this place is busy. It is central, it has a massive floor plan, and even on a "non-busy" day, it still seems to be. But, this is an international company. They can afford to put money into making it the best shopping experience if they really wanted to, but alas, customer service seems to be a non-issue with this store. It wouldn't even have to be the best shopping experience. I would gladly take satisfactory.
I walked in today, on a Friday at 4pm, which I realize is not going to be the best time to shop. But I finished work, I hadn't been shopping in months, and it was a pay day!
I went and I found this unbelievable dress, which I promptly decided to try on. But this means I would have to brave the fitting room line up. I have been to the store before, and I can somewhat gage how long it will take to wait now, so I figured 8 or so people in front of me would be reasonable, just because i LOVED this dress.
Now people, normally if you REALLY LOVE something, at Zara you should just buy it and then you can return it within 30 days, tags on, if you decide otherwise. Your personal home fitting room is usually the best one! And if you say, "Oh I will come back when it's less busy" you are shit out of luck, because the piece will be gone! I often just buy clothes and decide on them at home, because shopping in Toronto is more then tedious. Unfortunately, on this occasion there was already only 2 dresses left, and I didn't have the luxury of waiting any longer then a night (or else I would be on a wild goose chase to Yorkdale, and Bloor, and anywhere else GTA if I chose the wrong size!).
I finally got to the front of the line, and they made me swipe my bag. So annoying when they don't even take the garments off your hands to do so, so you fumble around trying to do as they ask, looking like an idiot. Now, they are supposed to give you a number of the garments you bring in, but they were busy, she forgot, and I didn't realize it as I was fumbling my bag on the sensor.
As I leave the fitting room, the girl says rudely "Where's your number?" and I reply, "Sorry, which number?", and condescendingly she states, "The one I GAVE you." I reply, "Oh, you didn't give me anything..." and she replies, "Ok whatever."
I'm thinking, "Woah I know you are busy but..."
Then I proceed to the cash.
There are about 20 people in line, and 2 cashiers, and about 4 manager/admin people hovering while two tills are closed. I also work with a staff, and they are expected to handle their duties themselves, but if I see them swamped, and people waiting on them, I jump in and start helping! Thats why you supervise, and you assist when you realize assistance is needed! This is not rocket science.
Then one of the admin people goes behind the desk and when it looks like she could be on another cash, she just starts folding the clothes the cashier is ringing through. Um, hello? I am sure the cashier is capable of doing that herself. In the meantime, there could be another register open! Customer flow management! It is important. Are these people idiots? All the while the line is growing and growing. It is a Friday! Talk about being unprepared... or just lazy! It is always like this. Every time I am there.
Anyway, the just of it is:
Clothes - 5 stars
Quality of clothes - 4 stars
Price of clothes - 3 stars
Customer Service - 1 star, if that.
Overall experience - not as good as it should and could be.
But again, I will keep going back for the trends. I am a sucker.
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