I agree, I have shopped in Zara Kingston ever since it opened up in Kingston. Recently I wanted to exchange a new season trouser for another colour. Unfortunately, I did not have the receipt, but it was clear to the eye the item was not worn and all tags were intact. The manager dealing with my request was very harsh and rude telling me it was "company policy, can't do anything for you"! "besides, I don't know when you bought it"! There was no soft tone, just abrupt and arrogant!
The same weekend I went to another branch and they happily exchanged for me!
By the way this was not the first time management have been rude to me at this store. They seemed to walk around the store with a chip on their shoulder. I have even over heard cashiers complaining about the store management amongst themselves whilst I was purchasing an item.
They all need some serious behavioural and customer service training!