A customer service representative at Zara asked a customer about her name.
“You are very kind,” she replied.
But the customer had no idea what she was saying.
The representative then proceeded to ask her how old she was.
“What age are you?” she responded.
“Twenty-nine,” the customer responded.
The customer had been given her own tagline for her store, which read, “Your Name is Forever.”
After several minutes of this, the representative finally realized what she had been asking.
She asked the customer if she would like her name to be removed.
“No,” the confused customer responded, and she then proceeded with her order.
The rep then tried to explain that the tagline was supposed to be a “good thing.”
“But what if your name is just a word?” the customer asked.
“I mean, I like to be called SiriusXM,” she continued.
“My name is not a word, it’s a name.
So you could just change it to SiriusxM.
Or you could tell people to call you Sirius.”
“I have no problem changing it,” the rep replied, and then proceeded in the same manner.
After several more attempts to explain to the customer why her name should be changed, the customer finally gave up and asked if there was anything else she wanted to know.
“Do you mind?” the rep asked, as if nothing had happened.
The client then proceeded back to her order and was happy to be able to order from the store again.
However, as the customer continued to wait, the rep said she would not be able make the change.
“We have a problem,” the woman said, and asked the representative if she could leave.
“Can you please leave the customer in peace?” the representative replied.
The woman then walked out of the store, but the rep told her she could not leave until she had changed her name back.
The following day, the woman called the company to complain, but she was told by her reps that she would have to go through the same process again.
“They’re just like, ‘I’ve got to get you changed out,'” she said.
“And I’m like, I’m going to give you a refund.”
Zara Customer Service spokesperson Emily Deane told BuzzFeed News she is aware of the issue, and is in the process of reaching out to the company.
“It’s a problem we’re aware of,” Deane said.
A spokesperson for Zara told BuzzFeed the company has already contacted the customer and that it is “in the process” of resolving the situation. “
If you’re having a problem with a customer service rep, we’d be happy to work with you to resolve the issue.”
A spokesperson for Zara told BuzzFeed the company has already contacted the customer and that it is “in the process” of resolving the situation.
The spokesperson also confirmed that Zara has “a zero-tolerance policy for harassment, discrimination and bullying.”
Deane acknowledged that Zay’s name has been used in the past to make disparaging comments to customers.
“As a brand that’s known for having a supportive, inclusive environment, we want our employees to feel comfortable around each other and to have a positive impact on the lives of others,” Deana said.
Deane added that the company does not want to make it more difficult for customers to order, and that the customer’s request was not representative of Zara’s policy.
“That’s why we don’t want to change it, because we know that it’s going to be difficult for people to order,” she said, noting that “a customer is just as important as an individual.
And we want to help them feel confident about ordering from us.”