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.
For more details about Maha’s injury accident and how it happened: click here
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!!!
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As usual, I have had a terrible customer expereince with Zara… First of all, the store in city stars is a total mess.. items are without tags or prices, you can usually find torn clothes and items are not in their right location.
Anyways, I have bought an item without a tag and when I came back to exchange them before the 30 days is over.. they told me that the item was on sale and itsnprice
As usual, I have had a terrible customer expereince with Zara Egypt in city stars… First of all, the store in city stars is a total mess.. items are. ithout tags or prices, you can usually find torn clothes and items are not in their right location.
Anyways, I have bought an item without a tag and when I came back to exchange it as its size was not good for me before the 30 days exchange time is over.. they told me that the item was on sale and its price was reduced and the exchange time is only 14 days only.. while the item was brand new and I had the original receipt, I asked them to exchange it with another item they refused… I got in touch with rania ghossoub and jana koleilat from customer service, they kept me waiting for one week and finally they told me we can not exchange it… Until I went to store I found the price went down again by 50%…
The incident shows that zara egypt or azadea group has the worst customer service ever and totaly inpolit attitude and complete negligence to their customers problems besides the mess that is in the store and the unhelpful behavior of the store staff including the store managers..
Please post here if you have similar problems with Zara… I am planning to go to consumer protection agency in Egypt to solve my problem and get my rights…
Zara in Egypt has the worst customer service I have ever seen in my life! We received a gift card from there and apparently it wasn’t activated when it was purchased from our visitor. It has now been 3 months and still the problem has not been resolved, with a complete neglect from Zara employees at the shop it was purchased at, Mall of Arabi!