Zara.com
Reviews and Complaints

I'm very disappointed with ZARA (which was my favourite shop untill now). I went to ZARA shop in Nottingham to buy a dress which i saw online for my birthday which will be in 3 weeks. I tried the dress on and i need a bigger size which was not in the shop.

Went online as i wanted so badly and i will travel for my birthday so i wanted something special, i find it online but not in the size i need it.

I search in all ZARA country as i thought i would buy from another country and get shipped in Englad where i live.

Nothing i could not find it expect for the shop in Manchester which i called to see if they can ship from their shop to Nottinghma shop (i will apy for it), no change, i asked if they can send it to me (i will pay for it), no change.At the end i sign up to the waiting list and i just received an email which was sayng my dress was available. I entered in the web side the same secodn of the email and his still anavailable?

I'm really really sad. I hope as usual Zara could make my day even bettar but is not in this way and for a customer like me who always buy from Zara is very dissapointed. The dress is 1639/083/600/05 SIZE XL.

Is already hard to find your size in Zara if you don't have a perfect body and when you find something and you feel the most beatiful girl with the dress on you they don't help you to get it?

RIDICOULUS.

เรียน zara thailand ค่ะ

ดิฉันเป็นลูกค้าประจำของแบรนด์zara ค่ะ จะว่า royalty เลยก้อว่าได้ ซื้อประจำ เข้าเรื่องเลยนะค่ะสำหรับเรื่องที่ต้องการจะcomplain และต้องการการแสดงความรับผิดชอบมากกว่าจะกล่าวคำว่าขอโทษค่ะ
คือดิฉันได้ไปซื้อเสื้อเชิ้ตลายดอกให้ลูกชายเพื่อเตรียมใส่วันสงกรานต์ เอาไปเปลี่ยนครั้งแรก เพราะ ซื้อไปผิดsize พอดีตัวเกินไป หลังจากไปเปลี่ยนมาเป็นsize M. ก็นำมาซัก ดิฉันทราบนะคะว่าเนื้อผ้าบางเบา ก้อระมัดระวังอยู่แล้วและเสื้อตัวนี้ก้อแพง ราคา 1590 บาท. ตากจนแห้งเรียบร้อยพอจะนำมารีด จึงได้เห็นว่าที่วงแขน เสื้อขาด ทั้ง2ด้าน ด้านนึงขาดเยอะมาก อีกด้านนึงกะลังจะขาด ทีแรกจะให้ป้าชุนให้ แต่ป้าบอกว่า เนื้อผ้าไม่ดี คงเป็นล็อตผ้าที่เก็บไว้นาน เนื้อผ้ามันกรอบ ดิฉันดูเนื้อผ้าไม่เป็นหรอกค่ะ คุณป้าแนะว่าลองแจ้งทางร้านก่อนจึง รีบโทรไปแจ้ง พนง ที่shop ctw ว่าจะเอาสินค้าไปให้ดู แล้วเมื่อวันที่7 เมษา จึงรีบไปที่shop เอาเสื้อไปให้ดู และแจ้งให้ทราบตามนี้ แต่ผู้จัดการร้าน ก็ไม่ฟังคิดเอง มโนเองว่าเราทำขาดเอง ดิฉันก็บอกไปว่า ลูกดิฉันต้องการใส่เสื้อลายดอกในวันสงกรานต์ แล้วดิฉันก้อมาซื้อให้ ไม่มีเหตุผลอะไรเลยที่ดิฉันต้องทำเสื้อให้ขาด เพื่อไปเคลม จะทำเพื่ออะไรไม่ทราบ
ดิฉันรู้สึกผิดหวังมากเลย กับแบรด์zara และรู้สึกแย่ ๆๆกับผู้จัดการร้านที่สาขา ctw ที่ใช้ความคิดตัวเองมาตัดสิน คิดเอง เออเอง
แล้วสุดท้ายรู้สึกเสียดายเงินมากเลยค่ะ ที่ซื้อเสื้อมาแล้ว ยังไม่ได้ใช้ งานเลย แล้วยังจะมาบอกอีกว่าซักแล้วไม่รับคืน แล้วถ้าไม่ซักจะทราบไหมค่ะว่าเนื้อผ้าของคุณไม่มีคุณภาพ แล้วนี่ก้อใกล้จะครบเดือนแล้วที่จะเคลมสินค้าไม่ได้☹️
เสียใจ และผิดหวัง กับการบริการหลังการขายจริงๆค่ะ
นันทวัน/[protected]

I made a purchase in the store. They forgot to give me my receipts as i made 2 purchases. When i came back they gave me the one I wanted to make a return with. I was aggravated so i didnt ask for the second receipt. Days after i wanted to make anotger return when they said its not possible without receipt. Then i explained that they never gave me my receipts so they did not help me.

Customer service and the service in the store faild big time. Now i have to keep items i dont want, expenisve items, because the person by the register failed big time. Smh!
No help at all.
There was no apology or anything like that from the person that did that and her manager.
Zara store in Willowbroke mall, Wayne, NJ.

I was standing outside the men's changing room with my one year old daughter while my husband was trying jackets inside. I noticed another caucasian lady sitting in the changing room with her spouse/ partner trying on clothes. Since my hands were aching carrying my daughter (and there is no other place to sit in zara) I decided to go into the changing room (where my husband was trying jackets) and sit with my daughter. An attendant called winnie came to me and said ‘lady, u need to sit out'. I got up, walked out and noticed that the caucasian lady was still with her partner/ spouse in the changing room. When I asked winnie why she is there, winnie explained that she has got some clothes for the man to try. I waited out patiently and noticed that the lady was not asked to leave even after handing over the clothes. That's when I decided to go back in. Another member of staff then came and asked me to leave. I then said why am I the only one being asked to leave when other ladies (bybthat time another lady came in with her son to try clothes) are standing here? No answer. My husband and I left very offended and asked to speak to the store manager. A person called raymond introduced himself has the store manager and very very rudely asked me to calm down. He then repeated that it is company policy that ladies are not allowed in the men's changing area. I told him that I do not disagree with the company policy all I am asking is - why was I the only lady asked to leave? Why were other ladies asked to stay? He provided no satisfactory explaination. When my husband explained the situation again and asked him to offer a solution he said his job was not to offer solutions. All he could do was offer us the customer service e-mail. We told him we would like the staff to apologise but he flatly refused. Given his very poor responses my husband asked him if he was really the store manager and how long he had worked at zara. We then went to the ground floor and asked a cashier named jass the name of the store manager. She told us the store manager's name was lala. Lala heard us out and told us that the store manager was actually natalie who was off duty when this incident occurred (between 6 and 6.30 hk time).

I have some questions for you:
I) why does your company follow a discriminatory policy of allowing some ladies to stay in the men's changing area and asking others to leave?
Ii) why is there no mature and well trained store manager available to address these issues?
Iii) I am deeply offended and traumatised by the actions of your staff and world like both winnie and raymond to apologise for their mis-handling of the situation

Looking forward to your response.

Worst customer service I've ever experienced.
Purchased 10 shirts for my husband (after being a Zara customer for years and never had any issues before), and 5 out of 10 shrunk at least two sizes after first wash.
They were washed following the instructions in the tag - cold water, hang dry) and still shrunk a lot.
My husband didn't wear and washed all the shirts immediately after purchasing (of course), and by the time he tried to wear them again the 30 days return policy was over.
I tried to contact their online customer service and only got script answers and no solution or guidance.
I still felt like it was absurd the fact that he only got to wear them once, and went directly to the store to show what happened.

Store: Zara Westfield Century City
Store manager: Oscar

Before I could even tell all the story to the manager, he became super defensive, accused me of lying, saying that the shirt would only shrink if I used the dryer (the shirts were clearly wrinkled from hang drying), said that he had the same shirt and it didn't happened to him, and told me that I paid only $15, 00 dollars for each shirt, so I should expect them to not last?!?!?!
I never even asked them for the money back, I said a store credit would be fine, considering it happened to 5 shirts, and he started creating a scene and being rude and condescending. There was another manager behind him that saw the entire conversation and pretended he didn't.
Anyways, I don't need my money back and I can buy at several other stores, but Zara needs customers.
So I wanted to make sure that other people know what happened and avoid them.

Dears,
I bought maybe two years ago blazer and teddy coat. The both of them is out of use.
These two things are as new, rarely wear. I dont know how to take care about them, especialy with eco leather which broken alone.
Please reccomended me what to do. I dont have bills/receipts, it is old things.
I am writting from Serbia and I am Obssesed Zara lovers. But now quality is worst then befora.
Hope to solve my problem, expect your replay.
Best regards,
Ana Matic
Beograd, Serbia

Dear sir or madam

I bought a knitwear collection medium size from Zara in sandton city South Africa . I didn't fit the knitwear at the store and only fitted at home. To notice that the knitwear is big. I went to sandton on the 5th of March to try and get a refund, spoke to the manager and they denied me a refund. They said that I had worn the knitwear that I had bought and that Its dirty. Im surprised by this because, I got the knitwear exactly like that. People from the store who fit are the ones who make the clothes dirty.
Can I get help because I need my money back as soon as possible.

Here's my email address [protected]@gmail.com. Please get back to me as soon as possible.

I have shopped at Zara on the Champs-Élysées (92 av. champs-Élysées) and unfortunately I have come across a very poor service at the cash desk. Firstly, the cash desk upstairs was not working so the line on the ground floor was a bit too long. Secondly, when I finally got to the end of the queue and the lady at the cash desk took off all the tags, she randomly asked if my credit card has a signature (and it does, but it is a pin card) and said that I need to show her my passport. It was very inconvenient because I didn't have it on me and I tried asking what is it the matter. She called her colleague who was able to explain to me why she asked for my passport in English, but he was extremely rude to me, almost shouting at me and saying phrases like "you should be grateful we ask for your passport/it's not inconvenient/listen here" and etc. It turned out that they didn't need my passport and at the end standing there and searching for the online copy of my passport was extremely inconvenient and uncomfortable, especially since the employees were pretty rude to me and not understanding at all. I am very unhappy about the service I received and it really affected my desire to go to Zara next time, because I didn't get a single apology from the staff members. Just a rude line with something like "be happy for what you get". I don't believe that this is the right way to treat the clients at the shop.

Dear Sir or Madam,

To
Zara complaint Department
Dear Customer Service Team,
Store location: oxford street,

I am writing to you to raise an issue about High Street at Zara on January 31st 2018

Product ID: 2473/202/202

We went your store for shopping. I did buy 1 pier of shoe from you. (PLEAE SEE ATTACHED RECEIPT)
On the shop floor, I just found only 1 piece shoe from the pier. So I have requested one of your staff that, I am looking for another piece to buy the shoe. Your staff said -please got to check out, I will bring for you. As she said and she give another piece to checkout and I completed my shopping. But after came back to my home I realized that your staff give me two different size of shoe. One is 41 and another is 43.
I did call to the branch and I explained that, this is problem from your store and I have got wrong sizes or two different sizes of shoe. The shoe price is £14.99 and I already paid for my travel £8.20 and now to solve the problem I have to pay again £8.20 for travel.
If I go to any store to refund or exchange still I have to spend for my travel. Which is £8.20? after several call and spend almost 30-40 minutes, unfortunately I did not get any positive answer from store manager miss Emma !
My question is, if mistake from store and provide two different size of shoe than why customer should suffer?
That should be a long time business policy. As I am a customer I am totally upset to paying extra and waste more time where mistake from the store.
I believe Zara is reputed company and it is unfair for as a customer and customer does not expect from Zara this kinds of mistake and solve the problem with fairness.
Please find the attached images for prove of purchase and other details.
I look forward to a prompt response.
Yours faithfully
mohammad alam
[protected]
[protected]@yahoo.com

This happened on January 31st, 2018

I believe Zara is reputed company and it is unfair for as a customer and customer does not expect from Zara this kinds of mistake and solve the problem with fairness.

Yours faithfully

mohammad alam
Address:
Flat 10, Stanstead House,
Devas street,
London e3 3LP.

I ordered my daughter 260.00 of clothing for her Christmas gift. She needed to exchange some items as the sizing was off. They won;t even consider and exchange as they were sent to me on Nov. 27th 2017. They give you 30 days from that date to return? Doesn't seen like a fair policy. If anyone knows how to file a formal complaint I would like input.
Thanks,
Renee

I'll never buy a dollar from Zara in my life. I bought a sweater a month ago for my wife but she didn't like it. But she usually buy stuffs from Zara so I tried to return it and get a store credit or gift card. The clerk said they can't do that but call the stubborn customer care, they might give auth code to do that. So I called them explained and refused. They said nothing they can do.

I am not refunding to cash! All I want is store credit. What is wrong with you guys? It is still sales, just don't want this sweater.

I placed an order online on Nov. 7, 2017 for the above item which was going to be a Christmas gift for my daughter. I did not read the fine print of Zara's return policy (obviously I should have) . My daughter didn't like them, so after Christmas I went to return same and was informed of their return policy.
I was willing to accept an in-store credit, but they wouldn't budge. MOST stores, especially at Christmas time will allow returns 30 days AFTER Christmas. I really think they need to change their policy and especially at this time of year. I for one will not be shopping here again and hope others read this and be aware of how they handle their valued customers!

My son had a less than stellar experience with this retailer. He received two jackets from the store for Christmas and was not able to get into the store to return them until Jan. 4th. They would not do any exchanges or returns after Dec. 30th - that's their "extension" for Christmas returns. If a person has traveled for the holidays and can't get into the store by Dec. 30th, it doesn't matter. Customer service would not deviate from their policy. The store manager indicated that several other people were stung by this same problem this week. The company is in no way interested in working with their customers. Interesting how this is such a departure from a world that has come to understand how important customer centricity is. Store management and customer service personnel have not been empowered to help customers based on the situation like their competitors do. The receipt showed the purchase in the beginning of December, just outside 30 days due to travel and past the Dec. 30th Christmas deadline. My son received a gift he cannot wear and had no opportunity to return or exchange it for something that he can wear. All tags are still on the articles and they have clearly never been worn. Very unfortunate for my son and for the person who gave the gift. Clearly a business that does not put their customers first.

On December 29, 2017 at around 10:30am in the Zara located at the Cross County Mall in Yonkers, NY, I experienced the worst customer service on behalf of the store manager.

I have been a customer of Zara's for a very long time and always experienced wonderful customer service. Today when I walked in, I saw a dress that was appropriate for a birthday celebration I needed to attend. Since the dress did not have a tag, the female on the floor helped me figure out the price which was $7.99. I was thrilled, what a great deal and it was my size.

If anyone has experienced the Zara in Yonkers, NY you know that the line is never short. And so I waited on that line and when I went to pay the women at the register says that she can't sell me the dress because its from the previous season. I ask to the speak to the manager because I really needed/wanted the dress.

The manager comes and doesn't even greet me or hear me out just immediately says we can't sell you the dress and there is nothing I can do. I say but someone on the floor got a price for me, and stood on this line, can you create a ticket for me. And she says no, and goes on to explain that the dress was not supposed to be on the floor. I say okay, so since there was an error made on behalf of your store is there anything you can do for me, I really need a black dress that is similar to that one. She says no there is nothing I can do.

If I were the manager of the store, I would have first listened to the customer, then I would have apologized deeply for the error made on behalf of my store. I would have offered (or my designee) to assist in finding another dress that was similar and tried to give a small percentage off to accommodate the customers need for a black dress and the misunderstanding.

Instead, the manager did non of the above and just kept saying there is nothing I can do and didn't even apologize for the error her store made. She was very unpleasant. On the other hand, the two ladies on the floor were extremely helpful, pleasant and wore a positive, big smile on their faces!

I will like for Zara to offer an alternative option for a black dress at the price that I was quoted of 7.99 and remind their manger of the store that a smile, an apology for an error, and an offer to help resolve it would have gone a long way.

Thank you

I have tried to order off zara website 4 times during the last 2 weeks. I gave up in the end because I kept getting a email saying order payment pending and to re buy the item.. to then 24 hours get the same message...
I called the customer service department 4 times to be told "they don't understand it either" and that was that.. no help or the possibilities of trying to resolve my problem.. I am a customer who is trying to spend my money with zara..! this should be music to your ears, yet I am not able too.. and no reason why not..
so I will spend my money with your competitor... who I am sure would be happy to take my money..

I am visiting a relative who lives in California. I bought a gift card from the ZARA store at Walnut Creek. This was for my daughter-in-law, as a Christmas gift. She absolutely loves the Zara store, always shop there. I was happy that she was so excited to receive a gift card from Zara as a Christmas present. Yet the excitement soon turned sour when we realize that the gift card wasn't inside the gift box. Put yourselves in my shoes and feel the embarrassment I felt when she said there's no gift card in the box.

So, today, dragging my three year old grandson who is unwell, we went to the ZARA store in Walnut Creek, California, hoping that they would either reissue a new gift card and cancel the previous one that I haven't received or offer me a refund. Instead, it became a drama. The store manager said, he telephoned the head office and they have told him that there's nothing they can do in the store, but issue an incident note or something and it will rake a few days to solve the matter. I have never heard of this before. The cashier who served me wasn't there and I felt really angry and frustrated. I told the manager that I will be flying back to England on the 1st January and asked if ZARA head office is going to spend money to phone me as he said. Poor guy didn't know what to say. It was not his fault, but he was very polite. I would like to take this opportunity to thank him.

Well, finally he managed to replace the card and gave us a discount, but I felt that the inconvenience and the embarrassment caused by this incident, I thought he could have at least make a quick decision, check all the gift cards left in the store to see if the one that was sold to me was still in the cashiers drawer. We spent one hour in the store, wasted all that time, standing around waiting for them to solve the problem.

Surely the store manager must have some authority. In England, the store managers deal with issues like this efficiently, provided the customer has proofs of purchase and we did. There must be a quicker way to solve such problems. I would certainly hope the cashier one up to her mistake.

I had requested for refund or replacement of an item in Delhi that I had purchased from a Zara store in Jaipur since it was a torn piece. I had produced all necessary bills and details to the cashier as well.
However, the department manager named Rajiv Rai at the Select Citywalk Saket New Delhi store was rude, arrogant and not at all helpful. He wasted so much of my time in arguing and was not ready to either refund or exchange the item, eventually leaving me harrased.
However, later another manager came and helped resolve the problem. Please make a note of this complaint as I am a regular customer at zara not only in india but all across the globe.
Mrinalini Sethi
[protected]

My order number [protected] placed on 25th November was delivered late at one of the Manhattan shops. As I was a visitor I left by the time the order was delivered. Later my friend picked up the order on my behalf upon showing the receipt and email sent by Zara. As I just received them now I was very disappointed to see that I ordered flowy trousers and the ones I have been given were not the ones I ordered. As I am no longer in US and live in UAE I can no longer return them in person. I just wanted to express my utter disappointment and worst shopping experience at US ZARA. Apart from late delivery and misguided information by the customer care staff on telephone, I was also delivered wrong product.

Ps: I was a very loyal customer hence the disappointment.

I ordered two items from them and they were sent separately from each other. But the saddest part of this story is that none of em has arrived yet, even though it's been one month since they were shipped and ten weeks since I placed my order. Moreover, they were shipped on different days and that's why they decided to charge me for delivery. Twicw.
Oh god, this is such a scam. Don't know what to expect. There's nothing else to say. Just horrible.

I purchase a pair of pants and tried to exchange the pants because they where to small. In the mist of that the receipt was miss placed. I was told I can exchange it but at the time I couldn't find anything in my size I wanted. The cashier checked other stores and they where sold out everywhere. I go to another location and found one pair that where my size the same price and similar style. Get to the register and now I'm told they have to be the same exact pants for me to exchange them. She checks online and they are sold out online and in every store. The manager tells me to call customer service. Customer service read a script and told me it's nothing they can do. So I'm out money and stuck with pants I can't wear. I will never purchase from them again.