Zara sounds like one of those "quiet quitters" that needs to be loudly fired!
The other employee that helped you, should have scolded Zara, but perhaps Zara's attitude has spread to the other employees, or they already know that Zara is a menace that is best ignored.
Instead of spending hours on hold for a billing issue, a Rogers store employee can often lend a helping hand. It's one service that they are actually allowed to do. However, as Rogers moves towards apps, social media, and limiting many of its stores to sales depots, to buy or pickup phones or various equipment, the employees can more easily feel like customers stopping by to ask for help, are a threat to their quiet-quitting lifestyle, and will feel the need to bully those customers, so that they don't return.
Instead of never returning to that store, you should instead take several friends with you the next time you go to that store, just for moral support, or perhaps to keep Zara busy, so she has less time for herself to text or watch youtube videos.
Don't let that bully keep you away from a store you find convenient to visit. Good for you that you personally interacted with a real person to help you with a problem. If Rogers doesn't like that, and in fact wants its employees to push customers out of the stores to seek help in other ways, so be it. At least you tried to be human.
Sincerely,
Noah Bernstein
(Creator of Zara's Theme)
