Zara.com
reviews and complaints

When a billion dollar company blatantly rips off their customers!

I placed an order with Zara for home delivery. The package was not delivered and I contacted the courier who told me they have "incorrectly delivered" it and is missing. However, when I contacted Zara customer service, they said their so-called "investigation" shows that the courier successfully delivered my package. Even after I sent them documentation in a form of a screenshot of the courier's text that they did not deliver package, a person in their customer service department, Dany, refused to give me a refund or to alter their decision now they have the correct facts.

Ordered 3 pair of boots! size was incorrect for 2 pair the other pair I received 2 left foot boots..just wanted to exchange ... but have not been able to conctact anyone. trans-#od133291ht052054r-ordered 11/2023 from Zaracclub.com [protected]@outlook.com (Diane Zebro) I will also be contacting Paypal to inform them of this issue.

I ordered around Nov 4-11 not sure. Because being so busy during the holidays I forgot about my order until around middle of Dec. I still do not have my shoes or boots. This is very bad service. They are paid for now I am out of money for nothing that I n.ever received. Coould u please check on that order from Carolyn Penman - 7035 W Sandpiper Ct Milwaukee, Wi 53223.

[protected]@yahoo.com I love looking at all of your shoes & boots and thought I had found a new place to order.

I bought two pairs of shoes from zara but one of them it totally disappointed me regarding its quality, the front toe leather is start creaking and same the pasting of sole is also loose its grip , and now they are telling me its not possible to exchange shoes or refund my money because of 30 days return policy but what if my shoes did well in 30 days and on the 31 day it’s be like cheap quality shoes we can get from streets and even those street shoes have more life and quality than zara it was my last mistake of purchasing from zara and everyone who is reading this don’t bye at any cost try to buy another brand . I wear these shoes only for 5 times till now and these are totally waste of money.

Order made in Canada # [protected]. Returned two items at the Richmond mall zara - item ref # 4331/127 and ref # 8741/257 and did not receive refund. In addition, from same order, returned item ref # 3548/240 by mail to returns warehouse and no refund. Representative confirmed that items were returned and says there is a hold on the returns. Reasoning is that a belt ref # 6152/691 never shipped out and status is “being processed”. Representative explained that all items have to ship out for return to be processed. Asked representative to cancel belt and get that refunded but again no refund. Zara has $440.90 of my money and have escalated issue multiple times case #[protected] and [protected]. Requested call back and have been phoning them for a month but no call back or resolution. Even called 3x in one day and no call. Stolen money from me during the holidays when I need to buy gifts for my family. Unacceptable and horrible customer service.

I received a faulty item and it took over a week to get a refund including separate chats to get my packing & postage returned. Despite me asking to record as a formal complaint as their advisors kept ending the chat before my issue was resolved I was promised it would be escalated and I would receive a call back on at least 2 occasions but nothing.

Their advisors are rude and kept you waiting before responding, sometimes up to 10 minutes at a time. I'm still awaiting a call back even now but nothing. Disgusting customer service.

I purchased from Zara home online South Africa on 14 September. I then returned by item to the address on the website, 2 weeks later (at the end of September).

I have been calling the Customer Service number (+[protected]) almost daily to follow up on my return and refund, but each time I call, I am advised that the product is receieved, but my case is escalated to understand why i have not received my refund. It is weeks later, and i dont receive any positive feedback from Zara home.

Not near a Zara store & order numerous items online. Some of your clothes are not true to their size. It is very frustrating & disappointing!

The quality of your clothes is not up to standard for the price you pay. There are always a few threads hanging, buttons not sewn well on, etc.

I understand there must be price hikes (I think recently was your second one this year). What is most frustrating is that the one moment the item is a certain price & when you are a day or two later on the website it shows there is an increase of for example a R100 on the same item. Why can't it be if it is time for price hikes do it on the new added items on your website & not on the older items?

I was told my receipt would be texted to me. I never received them. 3 different times I made purchases they told me they would text them. I have received any of them. Now I need to return several things for different sizes and I cannot because I have no receipts. How can I get copies of my receipts. The store is always so busy they don’t have time to look up anything. I have the transaction numbers, dates of purchase and purchase amounts if someone could find them and email them to me! Please help! I love Zara but this makes me want to stop shooting there.

My case number is ID [protected].

I bought an e voucher online on the 14th August to the value of £150. I have never received the link and can confirm that this has not landed in spam email. I have been communicating with customer service via the WharsApp facility and have done so four times. On each occasion the chat advises that my case has been referred to an internal department and that they will be in touch within 24-48 hours. This never happens.

I tried making a return on the zara website over a couple of days. I couln't reach my zara account for some reason so I couldn't make the return in time (30 days policy). Two days (after those 30 days) I contacted the service center. My account was working again but I couldn't make a request for returning my order. I reached out to customer service so many times explaining that I wanted to make the return within those 30 days but simply couldn't. It didn't enter my mind to reach out to customer service sooner because I just moved and thought my internet just wasn't working properly yet. I asked multiple times to speak to speak to a supervisor or the deparment in charge and was declined every single time. The answer was that they couldn't accept my return anymore and that there is nothing they can do for me. To me that is not okay!

I placed an order through zara turkey which was not my first time, the order was placed back mid may and until today I only received a few things and they won't refund the rest of the items for 3 months now, since end of may the opened an investigation and never follow up with, I keep texting them every week and they give me the same reply that I will received my refund in few days but never.

I contacted the online chat team as I had processed a return of several items from different orders. The return comprised of 3x parcels. I was sent 1 Inpost QR code. Knowing Inpost only accept 1 parcel per locker, I queried why I hadn’t been sent 3 QR codes, but was assured the code would open 3 lockers. It didn’t! I then asked for a Hermes collection, but was sent a QR code for Hermes drop off. Again I queried if it would work for 3 boxes and again I was assure it would. It didn’t ! So, the helpful staff at the drop point assisted me in tapping all three boxes together. Zara said they had received the return, but didn’t refund 3x items amounting to £115.98. They said they hadn’t received them and basically told me their decision was final and that was that! Obviously I want to take the matter further. I paid Zara for the return shipping. My Hermes tracking said the shipment reached its destination. I did send all the items. What more do you need? You have basically stolen my money!

case ID [protected].

I purchased a skirt for £32.99 on order number [protected], and returned it to Windsor. I then notice they have refunded £17.99 back to my account against order number [protected]. (another order i had placed in the meantime) This is not only the wrong price, but the wrong order alltogether.

After going back and forwards for 4 days with customer service that kept asking the same questions and not listening to me, they are now saying that the skirt i returned was past the 30 days and they refunded it against a different order.

I was not made aware that it was past the 30 days or i would have kept the skirt! Shocking communication and now i am out of pocket.

Monday-Thurday back and forward with 'customer service' and still not resolved. This is very stressful!

Please help!