Terrible customer service. Took back a pair of trousers we had bought our son for his birthday, only needed to change the size and didn't want a refund, simple we thought. Our son went to the store Bluewater, and they changed the trousers and handed him back the bag. Got the home, and they were the same size as the ones he took back! Ok, a mistake by them but we'll try again next time we're out. Went to the Canterbury store today, and by now the receipt was a couple of days outside the 28 day period as we live a long way from the store and was the first chance we had to get out. My son went to the gents dept and explained the situation and showed the receipt, the girl said it would be no problem as it was just an exchange and duly helped him find the correct size, she sent him downstairs to the cash desk where he was now told that they would not exchange them as the receipt is now out of date. My son, being a young lad simply accepted this and came and told us. Right! We duly queued up again to speak to the girl on the till, and were intercepted by a another woman who's job it is to humiliate and embarass customers in front of everyone else in the shop. (We were obviously seen by the till girl who called for support) We were polite and calm and explained the situation. She would not budge an inch telling us in a loud and patronising voice that it is not 'company policy'. Well Zara, your 'Policy' is out of line with 99% of other retailers, and if this is the way you treat your customers you can expect to lose many more like us. We were loyal and regular customers until today. Goodbye Zara.