ZARA’s Response to Maha Fouad’s Injury
On Friday 26 August 2011, Maha Fouad was injured in a ZARA store located in Maadi, Cairo, Egypt. Maha suffered a severe injury in her forehand, which was caused by a broken mirror in one of the store’s fitting rooms.
ZARA didn’t offer the expected apology or compensation to Maha who had to postpone her wedding because of the injury and who will have to undergo aesthetic surgery, to hide the scars the injury left on her hand.
A day after the accident took place, Maha and her fiancé filed a police report against ZARA store Managment, Azadea (ZARA Middle East retailer) & Inditex (ZARA brand owner), accusing them of extreme negligence, in store hazard and not complying to store safety regulations, causing injury and permanent disfiguring of Maha’s hand.
On Sunday 28 August, Maha’s fiancé, Arch. Mohamed Radwan, sent Azadea, Zara & Inditex, an email warranting of legal action, in which he expressed that Maha and himself intend to take them to court.
Rania Ghassoub, Azadea’s Customer Service Manager, responded with an email, promising swift action to ensure that such accident would not repeat, and she informed Mohamed that Egypt’s Azadea manager will call Maha to offer an adequate apology.
A day later, Mr. Essam Hafez, Egypt Azadea manager, did call Mohamed and promised an adequate apology and compensation, none of which were received to date, and further more Mr. Essam promised close follow up of Maha’s medical case, which also didn’t occur.
The accident itself shows extreme negligence to customers well-being and safety from the store management, however Azadea’s response to the communications which followed the accident, goes to show the corporate ethics with which Inditex, ZARA, and Azadea run business, which are in brief: total lack of responsibility and disregard (if not contempt) of their customers!
Talk about corporate responsibility!!!