I love Zara itself and shop there regularly (although it's never a nice experience - messy with huge queues, but I do it anyway as I like the clothes!). An item I tried to buy instore wasn't in stock in my size so I ordered online with next day delivery. I've now been waiting 6 days for my order and whilst I understand this is a fault with Hermes I just called customer services and the guy on the phone sounded like he was having the worst day of his life! Even the automated message to hold the line was a girl with the most depressing dreary voice. Zara need to start thinking about who they want answering their phones, it's not hard to sound happy, helpful and polite!