COMPLAINT COMPLAINT COMPLAINT 2 points: 1. Gift Cards 2. Customer service agent I tried to use gift vouchers after sources some items on the Zara website. However, there was a problem with one of them so I asked for help with a webchat agent. She wanted to know what the error message said, I copied and pasted the message, but this wasn’t enough she couldn’t deal with my query until I sent her a screen shot. I found this quite difficult to do but eventually managed to do to. I receive an email requesting to call them (no contact number on the NO REPLY email). I called them to be told the voucher had expired. I was told by a scripted agent this is our policy and nothing could be done about it. I asked are there no exceptional circumstances considering we are in the middle of a pandemic. Again, scripted response. I asked to speak to a manager, but of course there was no one around. He said he would escalate my complaint. I received another email requesting to contact them, so I did. This time I spoke to a guy called ERIC (I called on Friday 22nd January @ 9.47am if you would like to listen the conversation), he again gave the same scripted response, also saying I could use used my voucher on the website. I told him love the shop, loathe the website. Why would display a jacket on a model’s head or have a model scrunched up on a chair. The photograph’s do not give a good image of the clothes. I asked for an email for head office or someone senior which he did not give to me. He was very rude with a don’t care (ERIC) and whilst I was still talking, he put the phone down on me. Can you believe it? Tried to call head office, the number rings for 4 minutes then it cuts off. Tried this several times same thing just cut off. WE ARE IN THE MIDDLE OF A GLOBAL PANDEMIC; I have not been to clothes shop for almost a year. I have been very careful and abided by all the government rules in not making unnecessary trips to unessential shops. To sum up I have never come across such rude and patronising customer service agents than the people who work for Zara. The company are thieves who have stolen my money which was a gift from a friend. A gift card is bought with cash therefore it should be a cash gift card, like money with no expiry date. I am appalled by the level of care for such a big company and will not be shopping with them ever again and will advise anyone to the same.