I came to Berlin for the first time this month, and the Mall of Berlin was a quick walk from my…read morehotel. I stopped at Zara and purchased five items using the self-checkout. I placed my items on the scanner, entered my phone number, tapped my card, signed, and completed the transaction. Since my cell service has been spotty while traveling, my e-receipt didn't come through immediately.
As I walked out, the security detectors went off and an incredibly aggressive security guard approached me. I tried explaining that I had paid and was simply waiting for the receipt to come through, but he would barely let me speak and repeatedly insisted that I had not purchased the items. He then threatened to call the police.
What bothered me most was that a female Zara employee tried telling him that she had SEEN me pay, and he responded by telling her, "I'm not talking to you. Stop talking and allow me to do my job." He then brought over a male employee, who confirmed the exact same thing: I HAD PAID.
Thankfully, my e-receipt finally came through and proved the purchase. The security guard didn't apologize or show even the slightest acknowledgment that he had handled the situation poorly. I wasn't expecting some grand apology, but basic professionalism and a little humility would have gone a long way.
The male employee, on the other hand, was extremely understanding and even gave me some advice about shopping while in Germany, which I appreciated.
My advice to other travelers: if you opt in for an e-receipt, make sure it has actually arrived before leaving the store, especially if your cell service is unreliable. And Zara/Mall of Berlin: security is one thing, but treating a paying customer like a criminal while store employees are actively telling security that they watched the customer pay is completely unnecessary. I hope the security guard has a terrible day.
