At around 6pm on the 19/12/16 I went to the Kings Road store to return an online purchase that I had for over three weeks and joined the online returns queue. There was a long wait then someone from the store announced that there was an error with the system and we would have to come tomorrow. I explained I was going on holiday the next day. Eventually asked to speak to the manager who said there was nothing he could do but suggested I come back when I got home and they would 'update' the system to ensure I could still get the refund - when I asked how he would do this (the system is down) he looked very confused. He was the Menswear manager standing in for the manager that day. He was exceptionally unhelpful and very rude. At one point he accused me of shouting at him (I did not it was another angry customer) and also told me I was making a Drama for no good reason! I was calm the whole 45 mins I was in the store trying to get a refund. He eventually suggested I go to the Knightsbridge store (I was meeting friends for supper so not an option plus I asked what if they have the same problem?) and that was the best he could do. I asked to speak to the H/O who he said he would call and he got on the phone however he was trying to reach IT and left me standing there and wandered off once he was connected. The girl on the refund till on the till suggested she try to see if the system worked. Which it did and she sorted the refund. I asked for the managers name and she replied 'ask him yourself'. On the 20th I made a complaint on the phone, explained all and advised I would not be shopping in Zara again. They said they would email me an update. On the 28th I received a thanks for your feedback standard email. Responded yesterday (home from holiday) by email and stressed I did not feel their response addressed my complaint in any way and received a standard response today so I called customer services. First question asked was 'do you have a complaint ref' - no but I feel should have. Lots of holding on and said nothing different to the standard response emails. I asked how I arranged a refund to be sent to my son who had given me an online Zara Gift Card for xmas as I was not shopping in there again. Its not possible apparently so I asked to speak to a manager. She asked if I was happy to hold whilst she looked for one and I said I do not have a choice at which she barked 'that was rude'! She actually argued with me how rude I had been (not true) and came back after 5 min and said none avail but arranged a Manager call back which I should get between 28 and 48 hours. Shockingly poor customer service - the notes on the 'system' apparently said apologise to the customer for the poor service but this was not included in the email. They have no interest in how I was spoken to in store or that 45 mins awaiting a refund is acceptable or that I would not be shopping at Zara again (I spend a fortune in there). If they issued paper receipts for online orders (they no longer do) it might not have been such a problem for them to issue a refund via the normal till.