To whom it may concern: Incident at Zara Gateway Initial purchase Saturday 1 June 2019 13.59pm I had bought 2 bodysuits at the store on Saturday the 1st of June 2019 at 2pm. The store was extremely busy at the time and I had to wait for an hour just to pay. I would like to state clearly that at the time of my purchase, The cashier did NOT notify me that formal bodysuits that are evening wear are considered to be underwear and are not accepted for exchanges. The sign at the store says the following; The sign does not mention this fact either - nor was this stated at the time of the purchase. On Monday 3 June 2019 at 13.15pm I went to the store to return some of the items as they didn't fit. I was then notified that Zara does not do exchanges on items such as formal bodysuits and was told that the cashier who served me in the first transaction when I purchased the items should have informed me. I told the staff that the cashier had not informed me of this when I bought the items and it is unfair to enforce a policy on me that I was never notified about. The cashier said she would need to call her manager. I spoke with the Assistant manager : calyeen (apparently legally the staff are not allowed to disclose surnames so I don't have her surname). The assistant manager was very rude and basically told me that the cashier who handled the initial transaction would have told me. I am going on record and stating that this was NOT the case. I am very disappointed at the manner in which the assistant manager handled my issue because she didn't even ask me any questions to get further details on the issue and kept insisting that I was told. She was not concerned about when I had made the purchase (not even what time, which day or Did I pay using cash or card No effort to ask me what happened at the time of the initial purchase. She just kept insisting that the cashier who handled the initial sale DID tell me. Calyeen wasn't even there at the time (1 June 13.59pm) - how can she be so certain? She recommended I take up my complaint with customer services - which I'm doing. But I want to highlight that more than anything else - I am extremely disappointed at the fact that no one even checked the facts of what I'm saying. NO one told me that formal bodysuits constitute underwear and will not be accepted as an exchange. How can such a policy be enforced when I wasn't told upfront ? This is very unprofessional and clearly (from my receipt) - I spend a considerable amount at Zara. After such behavior, I'm so put off going to another Zara ever again. Zara has been called out before for certain policies that have been enforced. With all due respect to the institution - I sincerely recommend that the staff are trained better on how to enforce these policies without just being blind to the facts at hand. To leave a Zara store with such a negative bitter resentful feeling - is an extremely unpleasant experience. I sincerely hope someone will look into this and make it right. I will not be frequenting this store for a long time - due to the attitude of the staff. It's one thing to have a globally recognized brand and good quality products - that gets people in the door. But over time, the attitude of the staff and the experience in a Zara store is what keeps people coming back and loyal. Else we may all just end up at the competition next door. Where staff are friendly and policies are not unfairly enforced and customers are not accused of lying. Yours truly Shehnaaz suleman