Zara.com
Reviews and Complaints

Hello

Nelisa here. I visited your Tygervalley store last night. As I made my way to the fitting room to try on the clothing I had selected a manager who was on the floor (an African man - to help you try track who was on duty), walks up to me and says, 'Sorry the fitting rooms are closed, we close them at 19h00'. I said okay and placed the clothes on the counter and left the store.

It is upsetting that NONE of your staff on the floor who saw me shopping, your manager included warned that your fitting rooms will be closed at 19h00 if I had intentions of trying on the clothes I had. This would have taken them 15seconds at the most. Worse of all the store was NOT busy, staff were sorting clothes on shelves and rails, it was obvious I was picking clothes - and assuming I wouldn't be trying them on would be short sightedness on their part. At some point I thought the manager was one of your customers because he walked past me a number of times and kept looking - I thought this was strange, he also was not dressed in some sort uniform so there was no way I would've thought he was staff. It was only when he followed me as I walked up to the fitting room did I realise he actually worked at the store. At this point it must've been at least a minute after 19h00 as there was an announcement that the store and fitting rooms were closed; no pre warning! The point I am making is that this man had ample opportunity to inform, warn me and ultimately avoid upsetting customer.

I have no problem at all with your store rules but you need to train your staff to have the common decency to deliver good customer service and communication on the floor is key. Other clothing stores allow customers who are in the shop to try on clothing they have selected - so there's no way I would have known things are different with your store unless you 'ambassadors'/ staff open their mouths and communicate. I would not have had an issue had I been told to start making my way the fitting rooms in time. I wasted my time and fuel driving from Goodwood to Tygervalley only to leave empty handed.

This is not a lot to ask. The same manner a waiter will inform a table they are serving that the kitchen/ bar will be closing at a particular time so as to take last orders.

I called your store this morning to ask for the store manager's name who was on duty and a lady by the name of 'Lisa' (not sure if that's her real name as she was hesitant) tells me she cannot give out the store managers name. Absolute nonsense. You are in the business of delivering customer service and product; I find it strange that your staff cannot give out a store manager's name? I'm utterly disappointed and would expect a premium store such as ZARA to have quality staff and deliver quality service.

I trust that you will train your staff to communicate better as well as being customer centric as this issue would've been solved in a matter of seconds if done right.

I would appreciate an apology from the said manager and acknowledgement that he now knows better and make a concerted effort in leading his team by example.

I look forward to your response.

Regards
Nelisa Sinuka
[protected] / Sinuka.[protected]@gmail.com

Husband bought me a$199.00 winter coat on VISA ... was a Med needed a Lrg went to store to exchange it my original receipt was blown off of top of coat in bag ... Store at Sherway Gardens absolutly would not exchange it nor speak to me. The Manager didn't help walked away and store clerk with blonde short hair shrugged her shoulders and said not my problem.. I called Customer Service no help, no care rude, and basically told me I'm out $200 since I can't exchange it. My husband than said he put Gift receipt in pocket ..went back and still had rude, nasty customer service. I WILL NEVER BUY FROM ZARA EVER AGAIN ... in fact I will be returning my coat with my husband with his VISA for a refund. Absolutely deplorable service.

Zara's branch in Greenbelt is our favorite branch in Metro Manila. Unfortunately, we have encountered a very rude, unprofessional, and unapologetic staff tonight. At first, we asked her nicely if there's still an available size for the item that I am into buying. Her initial facial reaction was unbelievable. She opened her mouth a little while she rolled her eyes. She didn't say anything, instead she just grabbed the item and walked away. So we assumed that she's gonna look into it. After picking up other items to try on I saw her and so I excused my self to follow up for the item that we have asked her. She didn't acknowledge me instead, she was talking loudly on her phone. Once more, I attempted to excuse and make a follow up by waving my hand so she could notice me. Btw, I was besidr her. However, I was ignored for the second time and still she was talking loudly and rudely. My husband who's always been quite approached her directly as he sarcasticly apologized on my behalf for disturbing her. Seeinng her reaction made me angry, it felt that we were the ones who should apologize. But then I calmly asked her name to another staff in order to create this complaint.

Zara's staff have always been accommodating and friendly with us. I am truly disappointed that a staff like Tina is a part of this global brand. I am looking forward to hearing your action plan towards this kind of treatment.

Thank you!

Hi
I was the biggest fan of zara and have done a lot of purchasing but the last purchase i made was an oversized shirt with the order number [protected] which was worth 2000INR and 280INR for the delievery charges. I purchased it on 7th october but it was very long so i request it for return and they collected it on 10th october. But till date 26 november i haven't received neither the money not itself the product. I have talked to them an mailed it many times but all in all they just say that they have escalated my query to their relavent team. I would like to say it was my worst experience with zara this time
Thankyou
Sagar khurana

I bought a pair of black pants from Zara around 3 months ago. It has an esaltic band at the back which was suppose to make it nice and tight as it is high waisted.
I've only worn it 3 times and the elastic at the back is completely worn out. As you can imagine, the nice fit is completely ruined.
I do not expect this to happen to a pair of R700 pants. Can I please get a refund?

Hi, I went into the Willow brook location to return an item and was told the item had been worn which isn't true. I had my receipt and the manager wouldn't even acknowledge it. His attitude wasnt pleasant as if my issue wasnt important enough for his time. I shop at this location a lot, so I felt very embarrassed and shame to be told I was trying to return an already used item.

Spoke to someone and needed some help to why my order was being shipped to the store instead of my home. And the rep. said it's my fault for not noticing and unchecking the default feature. That now my order has to go to the store.
She was unbelievable condescending and extremely rude. Would not help me fix this situation and said constantly that is was my fault.
Never been spoken to like this in my life.
Zara just lost a 20 year long shopper

I have bought 3 trousers on 12/08/2018 from Zara showroom Pacific Mall G 32-33, Ground floor Main Najafgarh Road Khayala, Near Subash Nagar Metro Station Khayala Delhi 110018 Store: 9183 ZARA Time 16:26, Invoice No. 918304S041927, Trans: 51523.Out of the three trousers one trouser with code SMC 6203 found defective as the colour of this product faded badly after just two regular washes.
You are requested to please guide me accordingly how could I exchange/ refund this product and consider my complaint on priority.
Thank you

Yesterday my daughter vanshika went to Zara dlf noida. She is working with wipro, as she was having her office hours from 5 eve so she carried few of her clothes in a carry bag. By mistake a garment of Zara came in her bag, for that all the staff of Zara grabbed her torchered took her purse and ATM card and taken her PIN. They torched her to that extent that she was crying and the staff there made a video of her and viraled on wtsapp. I do accept it maybe a fault of my daughter but such a cheap behavior of staff was not expected. I request that an strict action should be taken else i am efficient enough to get the store cease

Kamal dubey
Up head
IBN lokmat channel

Zara US started using a delivery service to deliver packages. The first time I didn't receive my package it said that it was delivered to a mailroom, there is no mailroom in the building where I live, and the address on my order clearly states an apartment #. So when I didn't get my package I called customer service and explained that we don't have a mailroom and that I'm not sure where the package was delivered. The problem was resolved as in "as a curtesy we will refund you" but the order was delivered.
Next order the delivery person actually called me and asked where does he need to leave the package and I told him by my door.
This recent order actually 2 orders again were left in a mailroom that does not exist, and the way it was resolved the orders were delivered.
I'm a very big customer of Zara, I buy for myself, my husband and my daughter. Customer service is very poor, rude managers and sales people. going to try to limit my shopping at ZARA.

At the Rancho Cucamonga, CA location in the Victoria Gardens mall, I had the worst experience with the manager there. She refused to accept my item because of what she thought was a discrepancy, however, when an associate compared it with one of their similar items, she saw that that's how the jacket was made. Later, she tells me she can't accept it because of the lint and the few cat hairs that was on the jacket. The manager tells me to take it home and clean it and then she will accept it. Her reasoning was that someone might be allergic to cats. I agree to clean it and go down the street to purchase a lint roller. As I'm returning to the store with a lint free jacket I see a man carrying a hairy dog and trying on clothing. At this point I'm furious that the managers reasoning was for pet allergies but she allows an individual holding a dog try on clothing. I choose to ignore it in hopes of making the transaction smoother. When I hand the manager the jacket she refuses to exchange the item and this time doesn't give me any reasoning as to why and tells me to call customer service. I proceed to call and get in touch with someone from customer service who takes the managers side. I decide to drive an hour and a half away to another Zara and tell the manager about what happened just to see what he thinks of the situation. He was as dumbfounded as I was and gladly accepts my exchange.

I've never had this happen to me and can't even wrap my head around why this had happened. I dont want to assume it's because of my race or sleeve tattoo, but I can't think of any other reason. I ask you please look into this manager and take appropriate action. Thank you

Dear Team,

We had purchased a trouser and a coat from Zara Goregaon Mumbai. While returning the same in Delhi Pacific Mall, store manager refused because claiming that the trouser is altered. We have not altered anything. We have returned the product exactly the way we had received it.We called up Goregaon branch and the store manager didn't help us at all. He was rude and asked us to come from Delhi to Goregaon and put the blame on us that we have altered. He was not ready to check if the same was returned by other customer who might have altered the product, and after which we may have purchased the same. There was no way he was helping us to get out of the issue. Given that the wrong product was sold to us, we would like Zara to return our money and please improve staff behavior. Also please check the product before selling to a client and at least take the responsibility of the same. Really disappointed with Zara. We have always been regular customers but this time Zara was really unhelpful. Request you to please resolve this matter at the earliest

The Delhi store has taken the coat back but not the trouser.

We also remember that in the Goregaon store, this trouser was not kept on the floor, and the person had specially got the trouser from their store for us. You may check the CCTV cameras . I had visited the store with my wife on 16 September 2018.

I have attached pics for your reference.

Thanks and regards,
Yakeen Agarwala

Mailed some items from two orders from Zara.com to their wearhouse. Packed all clothes in one box, and a pair of over-the-knee leather boots in another one. Attachated return labels for both orders. Both boxes were delivered (I have confirmation from ups), but I received refund for clothes from one box only. Zara's representatives claimed they never received the boots, despite the ups tracking number says it was delivered at the same time with the first box. Spent over a month trying to communicate with Zara's representatives- poor communication: almost every time had to explain whole situation and give all the orders/tracking numbers/item id number from the very beginning. Never received any calls back as was promised. In the end it was said that the item wasn't received and they won't refund for it.

Dear Sir/Madam,

This is Mr Sujit Ghadigaonkar, a customer of brand Zara since few years.I have been using this brand's line of clothing quite a few times and was never disappointed till now, until I bought a garment " Black color Formal Trouser " from the Zara stores, Viviana Mall, Thane on "8/09/18".
It's invoice/bill number is "1480-06-SO17058".
On the same day, I gave my measurements for the garment alteration to one of the store representative 'Mr.Pankaj', who stated that length 35 would be the best length for keeping the length of my trousers, as he held the measuring tape tight & showed me that the length 35 is coming till the top of my shoes, while asking me to stand upright.
I told him that I don't want Ankle length as I will be using it for formal purpose, but he said me its not ankle length.
Further I told him that normally I keep the length of my formal trousers more than 37, still he convinced me that 35 is best length for me & 37 will be more than required. I trusted him since I thought he must have been professionally trained by the team of this brand.
When I went to the stores to collect my altered garment, & tried it, I was shocked to see that it's coming quite above my ankle length. I did not expect this, as I trusted your representative that he had taken measurements correctly & was properly trained for it. To my great disappointment, now I will be unable to wear it since they are saying that the trousers length can be increased only up to 1 inch, which is still small for me, & will look odd as a formal trouser.

When we tried to talk this out with the stores manager Mr. Prasad Talashilkar, not just did he addressed us with a rude & dominating tone, but also showed us eyes indirectly indicating that we are wrong. He completely lacked soft skills & was constantly trying to prove us wrong & not wasn't ready to listen to us by continuously justifying his staff's actions.
As an esteemed brand, we completely trusted ZARA, & never expected that they would do this mishap to the garment & moreover give this kind of treatment to us.

I would request a complete replacement of this garment, if not a complete refund of my money as its none of my fault & I am not happy with the way your ZARA team at Viviana is behaving with us.

Thanks& Regards.

Sujit M. Ghadigaonkar
Cell No :+91 [protected]

Bought Zara trouser During my Singapore visit from marina bay Sands Shoppee. I wore it the next day. To my surprise the threads are coming out just in first wear. This is surprising as this cheap fabric quality is not expected from a brand like Zara . I want to return this to a store in Mumbai as I reside in Mumbai. I have bill and price tag as well.

I shop at ZARA over 10 years and never never i was treated like this way in neither of countries I been and shop ZARA like I was treated in this shop in Romania mall!
It's inappropriate how they treat the customers there!
Please do something about it!
It's happened in Romania Bucharest in 1 of the mall named promenada!
Please contact them manager and let them know what bad stuff they have!
I was trying to contact them manager but they didn't give me the chance !

I used to love the style and fit of the clothing that I purchase from ZARA. However, recently I encountered some problems with some of the clothing purchased from this store. I bought some Army fatigue pants before the summer. I only wore them like 2-3 times and they had a rip in the inseam. I loved them so much that I went and purchased another pair of the same pants and the same thing happened. I didn't pay it any mind until recently I purchased a dress shirt for a funeral while at the funeral I noticed a slit on the sleeve and the right side of my chest. This was very upsetting and embarrassing considering the amount of money that I spend on dress shirts alone at this place. I came straight home and called ZARA to start a case. The rep tells me to send in pictures of the damaged items, which I did. A rep calls me the next day and says we looked at the items and they are not a manufacturer damage. I was disturbed by this and wondered how did they come up with that conclusion or is this what you tell all of your consumers. The rep said that they would take a 2nd look at the items and call me back. I never received the 2nd call back so I called them and they tell me that the decision remains. It's obvious that ZARA does not care about the consumer as long as you still make money. I will not stop here. I will also be writing to the Better Business Bureau (BBB) to file a complaint as well. If you want to buy good quality clothes, I'd advise everyone not to frequent this place.

I ordered a dress on Zara and was sent the wrong size. I went in to the Zara Sherway Mall location to return the item but because the wrong size was sent, the SKU number was different and so I was told I was unable to get a refund in store and had to call Customer Service in two days time since they're not open on weekends to get my refund. No apology given for my inconvenience. I waited on Monday to call in and spoke to a representative named, Christina who put a note on my account and asked me to now go back to a Zara store to return my dress. The sales rep at the store will call in head office to confirm that a note has been left on my account to issue a return. No apology given for my inconvenience. I return to a Zara store, this time at Markville Mall (since I was in the area.) I let the sales rep know what was told to me by Christina. She calls in to Zara customer service and tells me to give her the dress, she'll take it and that a refund will be automatically issued on the customer service side. No confirmation number was given to me and that an email would be sent to confirm that I would be issued a return within 24 hours. I was only given the sales reps name, Queenie. I have not received an email. I call customer service again this time speaking to Sharon, who now tells me that an email will be issued within 48 hours and that I would not see a refund until 14 days. It has been three days and still I have not received an email from Zara customer service confirming my refund. Throughout the whole process, there was no regard to the inconvenience that it has caused their customer. Dear Zara, your customers are the lifeblood of your company. The mistake was on your part and yet the time it takes me to return one simple item to get my refund has taken well over 2 weeks and I still have not received a refund. This is absolutely ridiculous!

To be honest I love the products from Zara and hence to avoid the hassle of travelling, I ordered for the first time through Zara Online. Order number:[protected] its been a month now and I still haven't received my order yet. I had the worst ever customer service when I spoke to agent through Chat support multiple times. they said my order is being investigated ad then when I requested to cancel my order and process the refund the customer agent just closed the chat. No courtesy. no apology nothing. Atleast as a customer we do not expect this from a brand like ZARA. Horrible experience ever

Dear Sir / Madam,

I am writing to you to raise an issue about: Online & Mail Order

The issue that I have experienced was: The thing is tht this product of them I bought around 2 months ago and and after using I cleaned with cotton cloth piece nw the holes are gap is created different sides of the shoe I am asking them the refund they least bothered and these customer support doesn't even intend to help they cut the call they won't speak so irresponsible these ppl are I want my refund back as soon as possible within these months their shoe has a prblm nor they want the product back cuz it's [censored]ty they know tht niether do I. So I kindly ask u do help me out wid this

It occurred on: 3/08/2018

Refund

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Allan Varghese