Zara.com
Reviews and Complaints

on 8/14/2018 I purchased a pair of pants from the Thousand Oaks, CA location, store #9887. On 8/15/2018 I attempted to wear them and they ripped in two spots near the top right belt loop. Frustrated with the faulty product, I took them back to try and return them at the same location the very next. While doing so, I noticed that the other pair of the same pants was also ripped in the same spot that mine tore at. This led me to believe that Zara is selling a faulty product. When trying to return my purchase, after explaining the situation to the manager, Martin, he stated that he would not return them, claiming I wore them. However, I did not wear them. I attempted to and when I went to put them on, was when they ripped. I am very upset for I I could not even wear them. I do not understand why Zara would sell faulty products and refuse to return them. This left a very negative taste in my mouth and I do not understand how the manager could also be so rude about the situation. I simply purchased a product that was clearly poorly made and would like my money back for this purchase. Yet they are refusing to do so. Zara does not stand behind their product and displays horrible customer service. As an employee of the mall, I understand that if I sell a faulty product, the customer should not have to suffer because of that. Yet Zara does not believe the same ideal. Never shopping with this company again. I just want my money back for a faulty product I purchased.

I have messaged you yesterday about how unhelpful customer services have been. Jasper still has not returned my call...he promised me a call back and nothing has happened. I've even spoke to a young man at Customer Complaints for Zara on monday...he was going to speak to Jasper. I feel very disappointed and angry with Zara. Your service is poor and promises not met. I sent you an email yesterday ...I would appreciate a reply . I think the least you can do is offer me a discount on my next purchase at Zara. I buy very often from Zara in store. Regards Elayne

Phoned [protected] list phone number of Zara USA via Google.com search. Customer service rep harnessed me once made request for my mailing back item at my expense narrating me with nonsensical inquiries includes my order number along with email. I reminded her of my only requesting Zara returns address of which I was put on hold for at least five minutes. Please let me know your returns address as I solely want to return a tee shirt purchased online
Thanks muchL Howard

I have placed a return request on 23 July till now the return hasn't reached the warehouse house I have been waiting since 3 weeks the courier services are not responding properly I have been calling them and sending mails they r not even responding to me I want my refund back ryt now I can't tolerate with this worst app anymore and I am not gonna buy anything from this app

Zara in every country has terrible customer service
Zara employees are extremely rude. They seem to think that they have the right to treat you badly because they work for zara !
I spend thousands at zara but there is always a problem when you want to exchange or return an item.
They never want to help you and you are not allowed in the shop with a shopping trolley. Bizarre !

Today Tuesday July 24, 2018 at approximately 1730 at Zara Paris Eduardo VII telephone [protected] the manager a middle aged female of color refused to provide return receipt upon store employee mistake. She refused to give a reason. She raised her voice over the entire store lost her temper called my daughter and I stupid and intimidated us physically by approaching us. My daughter is 10 I have never experienced a total
Loss of control by a manager of any kind due to return of receipt. She yelled at us to get the hell out of the store. The store employees suggested to call the police and tried to help but were also intimidated.
We are shocked and sad and disappointed to have to witness a psychologically unstable person in a position of control towards my daughter and I. My husband was witness.
A terrible loss for Zara which was one of our favorite Spanish fashion stores.

This thing happened today(19/7/2018) in Parramatta Westfield NSW 2150 Australia.
My wife went to purchas a clothes and waited for calling . The staff was using a sound which made her feel rude and uncomfortable . My wife was a little bit piss off, and throw the clothes into the accounter. Then the staff started to talking something really rude to my wife

Hello
This is the first time for me to buy a tie from zara for my husband and am truly sad with that experience, he use it only once in a wedding and when i wash it softly it ruined and Torn apart And when i went to the store trying to change it or take my money back they refused saying " sorry it's an accessories I can't help"
I am really disappointed from the quality of the service and the quality of zara ‘s product
I bought it 20/6 ( less than 30 days )

On Friday 6th July at around 14:00 hours made a purchase from Zara Ramat Gan Israel store of a total of 400ILS (approx) of which I paid 300ILS with my Mastercard.
I purchased 2 Men's Shirts (each 89ILS), 1 Jacket grey(119ILS) and a blue dress (99ILS)
On Sunday 8th July, I returned the dress and the cashier took my Invoice and didnt return it to me. On Monday evening at around 20:00 went to return the Jacket to exchange it and the Manager named Claudia from Ramat Gan Branch in Israel was not only rude, but refused to talk to me because I didn't have the Invoice. I explained to her that I need to exchange it and would like her help. I explained to her that I can tell her the exact date and time of purchase and show her proof of purchase. Also as per Israeli Law you can exchange the product within 5 days of purchase so maybe she can help me but she refused. On Tuesday 10th July spoke to a customer rep over the phone (Mor) she was rude, yelling and shouting truly disproving the fact that people can lose a piece of paper. Is this how Zara Global wants their service and brand identity to be defined. Are you looking to shun your customers away!

This is so insulting because :
1. The Invoice wasn't returned by your cashier that's why don't have it in the first place
2. Thank God I don't need to exchange by husbands stuff and it fits him good, but otherwise imagine all that money is down the drain.
3. Why treat your customers like [censored] when the product has labels (see images) and purchased only 2 days ago
4. Why not offer another solution?

Doing a return of something I bough online and paid with a gift card, I chose another item at the store and went to the cashier to do the return and explain the situation. That I wanted return the items and buy the other ones. they returned everything and when they tried to use the money on the gif card they couldn't... then they said that I have to wait 5 days to the money be available in the gift card! Really? Nobody told us anything about that, no even the girl on the cashier no even the manager who was there and listen everything. we lost our time looking Manager christian rivera id#13027 in Lincoln road very rude, he called another manager did a return he didn't provide any receipt with the $, this man treat us really bad and he left, letting us speaking alone. So disrespectful. Happens 07, 07, 2018 didn't resolve anything. Waste of time and money buying in Zara.

Was referred to this site by an Adrenaline choreographer. Very sorry I ever looked at this site. I received the first package on June 19th at 2:30pm delivered via UPS. I opened package and all nicely folded in box. The size medium did not have a tag otherwise was normal. I used 2 of the pantsuits for two girls to try on at studio. They did not work because fabric did not give as described polyester. I returned in same box received in tissue paper wrapping. Dropped at UPS on June 20th at 10:30am on June 27th I received email notification the items were considered non-returnable. I contacted CS. Only said hair and a smell with the package. They mailed back items to me. I received back on Thursday July 5th. There were shoved in a box and now wrinkled and discheveled and there is a stale smell but nothing horrible, more like items sitting in a box for several weeks. I contacted CS on July 6th they maintain their position and will not return items. How does this happen? Odor is subjective! Tags were on items. Items were as originally packed with zippers up and belts tied so obvious had not been tried on. They were in possession of these pants suits many more days than I was. I would just like these returned. I have already filed a complaint with PayPal.

08/06/18 I ordered ([protected]) a £89.99 black hooded trench coat 0518/046/800
It arrived tagged with no hood
I have spoke to 15 customer service advisors, (been hung up on several times) hashan was the last manager who promised to deal with it.
I complained
I have names of 4 managers who all let me down, promising calls within 48 hours
They will not even send me a medium hood for my coat.

They are making this my problem to take time off to return, un compensated.

Yes I have names & times of calls the first is unknown as at the time I didn't write it down, as like a normal customer you simply don't expect to be treated this way (jasper/al, fatima & hashan)

However they are not interested. They will not compensate,
14days later the coat is still here incomplete tagged.
As a regular shopper at zara, my local store manager in manchester daria, is saying I need to make the call from the shop, she will open the call & it will be dealt with.
However I really do not see why I need to do this, I do not have time?
I even paid for a signed or 1st class letter with pictures, only to find out its on its way back from london regent road-which is when you type zara head office on google comes up..
Case number [protected]
I will never ever order online again, that 0800 number is the worst customer care team ever, its a joke!
Its a £89 coat one of there more expensive items, & that is how it arrives... Shocking!
Reason of review: damaged or defective.
Preferred solution: a medium hood, & compensated for all my time spent trying to resolve this issue, + getting it un tagged.
I didn't like: customer service and return policy, 4 managers failing to resolve, steal your money, lack of customer service, 15 customer service advisors failing to resolve.

on 21st night time 23:20pm i saw a clothes ref 7581560 in Villagio Mall display window which i like it very much. i went to check with your staff. She said this shop sold out and suggest me to Mirqab mall. She said Mirqab mall showing in the system hav a few store. So on the 22nd i take taxi purposely to go to Mirqab Mall at 9:30 waiting for the shop open at 10am. i provide a ref number. And there is a staff who willing to help me. But at the end I was told the last piece was reserved. And at this time there is kind of manager come. I said I don't have much time I have to go. And he said either I wait either sorry. He is totally not helpful and very attitued. I feel like I am at some kind of cheap shop which always like if u want to buy you buy or you leave anyway I don't care. They seem to protecting their customer but sorry can you also feel that I am also a customer who suffering so much to be here. They didn't feel any single sorry to me. And I didn't get any care or service. At that point I feel I don't like this chloth any more and this brand also. At last 5 years I keep buying cloths at your brand. I can say I love your brand the most. And I put your brand at first place but I got this disappointed feedback.

I asked about your raincoats and was told don't know if they have any and for me to give her a code so she can look it up to see if she has any in stock. Also couldn't tell me if any other store might have it unless I give her a code. I feel that is her job to find not mine, I get better service from a general shop like target or big w. For a up market store Zara stores are really just a market ( what you see is what you get) very disappointed in your staff and your service.

There is not even one time i went to Zara stores and found the staff acting professional in uae. It is as I am and my family are invisible to them. They come in front of us putting back dress, pants or whatever without considering us standing and checking the dresses. So no polite and they cross in front of us they are in a kind of a race with us. I have always to move away when I see any one of them coming close. I hope that one day they will learn some manners. Either male or female staff.

Dear complaint cell,
I am associated with zara family for more than 5 years.
I am really shocked to experience color fade in the shirt I recently bought on 14th june' 2018 at dcc showroom dubai.
It's my first experience to face such kind of incident ever since I am associated with zara.
So kindly seeking assistance on this on emergency basis.

Regards,
Riyas ck
Mob:- [protected]
E - mail:- [protected]@gmail.com

Hello,

I live in the UAE and was in Barcelona on holiday and bought 2 viscose tops; one red and one white: code 9479/245/641/xs.

Having worn both, I followed the washing instructions and hand washed both. The white one shrun somewhat but the red one shrunk to three sizes less and is unwearable! I am particular with my items and have never experienced shrinkage like this. I want my refund on both items

Super angry at Zara.com, I have been their client for many years. I ordered some clothing for my son on May 22nd. My online order was marked "Delivered" on May 23rd. I never received the order and called Customer Service line. After 5 business days I called again and was told that my case was closed as their Delivery Service supposedly left the package at my porch, when I wasn't home. They suggested that I ask my neighbours about it and refused to process the refund or re-deliver the order. I've lost my patience, time and $268.38. Something is really wrong with their customer service and delivery system. There got to be some kind of dollar limit, where they get the customer's signature on delivery (if the order is over $100 for example). Huge disappointment. I am appalled by their disregard toward their loyal customer. I want my money back.

Hi ! My name is mikhael Efargan and I'm from Houston Texas. I'm very disappointed . I always Buying from you guys and this time I'm super mad! I bought a per of shoe few weeks ago Special for my brother's wedding out of board, I wear them one time and the color has been faded only one time use! I paid over then 100$ and now I can't use them because they look terrible! Pls help me with that I really need to exchange it or get my money back. Thank for helping.
P.s
I didn't get the receipt in store so I don't have any.

Was purchasing a pair of jeans for my son, the pair I had picked up had no price marked, so I looked at the pair next to it which was marked $39.95. When I got to the counter I was charged $45.95. When I showed the assistant the discrepancy she stated it was hand priced and the pair I had looked at had been missed. Looking at the jeans there was more than one pair marked at 39.95 but the assistant stated only if I brought the pair marked 39.95 would she be obligated to give them to me at the reduced price. I stated my pair had no price on it, she said I then have to charge you the higher price! What terrible customer service, no price matching here. I returned the jeans and won't be going back in a hurry