Zara UK
Employees of Zara UK (Covent Garden/London) lying to a customer for not having CCTV in spite of a theft in a store

I went shopping at Zara (UK / London / Covent Garden) on 12 Jan. 2012.

After having paid for two couples of shoes, I tried a jacket on and that was when I placed my bag on the floor. It was next to me and I kept my eyes on it but while I was talking to a friend about the jacket, the bag was gone. When I realised it, I asked the employees to give me a hand. They, for the first a few minutes, looked around but the answer they gave me was, "Sorry, it's gone. There is nothing we can do."

I asked to see the CCTV to see what happened or who took it, but the reply I got was that they don't have CCTV. Since I was in such a shock, all I could think was blocking credit/debit cards from three different countries.

I was very upset, not only because my handmade leather bag, leather purse, leather gloves are gone but my USB stick, which contains all of my work related information. Since I was planning to make a back-up file but HADN'T done it, all data are gone.

When I went to police to report the theft, the officer kindly advised me that all stores have CCTV and I was very ill-treated.

Since I didn't have time to go back to that store, I stopped by a different branch in London to see if they have CCTV and they do have CCTV.

I wanted to express how frustrated I am with Zara's customer service and I went online to fill out the complaint form. But I have not received any answer yet.

I am upset that the bag was stolen but more upset because Zara's employees lied to me. I believe if I checked the CCTV right after and was able to identify the suspect, I would have been able to report to police and get my belongings back.

There are so many Zara stores in the UK but they even do not have UK customer service centre. I wanted to mail them my complain but could only find the address in Spain. I wonder how serious they will take my comment!

Company: Zara UK
Country: USA
City: London
Address: 53-54, LONG ACRE-COVENT
Phone: 00442074389900
Site: zara.com

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