We have to be very careful, it's a very sensitive time and it's very easy to offend people.
We just have to try not to upset anyone and play it on a case-by-case basis.
This is a really crappy policy that puts the onus on the lowest paid - probably female - staff members, possibly on insecure contracts, to manage the behaviour of potentially aggressive, volatile men.
When I worked in a clothes shop there were specific policies that needed to be followed - like faulty item returns being processed by a manager - which were there partly to avoid fraud, but also to protect staff from risk. When some guy turned up at closing time on Christmas Eve and demanded he be allowed to buy something for his wife the manager stepped in and got rid of him. If I'd been faced with a guy insisting he went into the women's changing rooms, I feel confident I could have got the manager to support me and tell him no.
But if you tell your staff they need to make a decision on a case by case basis, you leave them totally unsupported if there's a problem. And create ridiculous inconsistencies between the Marble Arch and Kensington branches for nebulous "cultural reasons". (I am still processing the implications of this - is Zara saying religious Muslim women would not feel welcome in the Kensington store, but that's ok because they have their own store in Marble Arch? I really hope not)
I'm not surprised that when put in this situation, staff default to letting the men choose which changing room to use though. Who is more likely to kick up a dangerous fuss? An aggressive man who is already intending to violate women's boundaries, or a stressed woman who suddenly finds a man in the changing room. Lots of women would rather just leave when faced with a boundary-violating man, rather than risk incurring his anger. And thus these attempts to be inclusive and kind end up just reinforcing male privilege twice over. Again.