I ordered a leather bomber jacket via the app in XS. Picked it up in Oxford Street, opened it up at home and it was a S. It too two hours to have it exchanged via chat system - I had to press on the law so they’d understand how it was my right to receive an exchange. Additionally, the customer care rep stated that I could return the item via store.Went to Oxford street to return it, they refused because the item and the receipt didn’t match - well yes, because you sent me the wrong item. I explained and showed how I was provided written confirmation that this was the incorrect item and it could be returned in store.Fast forward 15 mins, a manager comes with the most condescending attitude, and had no idea what the difference was between POLICY and LAW.By UK LAW, I am eligible for a full refund and you must exchange the item if I choose that as my solution.The Zara “manager” (I have a feeling she was a team leader) who was on rota 26.10.2024 at 9:30am, was incredible patronising, incorrect with her information, and started screaming random things that had no relevance. Altogether, it was nonsense.
