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Sigh, and again I struggle with a company's interesting take on customer "relationships". In this case, @ZARA_Care is ticking quite a number of checkboxes in the "creative ways to screw your customers" list (details at pastebin.com/XZ3LDVA0, but TL;DR summarized here): 1/Permalink On twitter.com
Mood +2 🙂
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* They refuse to receive emails. While the official contact page (static.zara.net/static/pdfs/AT/impressum/impressum-de_AT-20200305.pdf) lists a legally required address, this just bounces with an auto-reply that emails are not accepted. Nice. 2/Permalink On twitter.com
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* The other supported channels are live chat on their webpage, phone, WhatsApp (still don't use) messages, and Twitter DMs. "Success" rate listed in Pastebin: but (intentionally?) none of them leaves an easy communication trace on the customer side that could be referred to. 3/On twitter.com
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* When returns are not immediately accepted, there is systematic refusal to let customers communicate with decision makers, but (intentionally?) many changing contact persons to communicate with, who never have the previous context. 4/Permalink On twitter.com
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* The final straw that caused me to write this summary: it became clear that the default answer policy is deny until a customer (annoyingly) complains about it at least twice - the last call center person I spoke to let this slip (probably unintentionally, but honestly). 5/5Permalink On twitter.com
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Maybe I'm just expecting too much in terms of decent behavior towards a customer base. Or maybe I am cranky because of the pandemic situation. Who knows.Permalink On twitter.com