Zara.com
Reviews and Complaints

I am yet another person who has been duped by Zara.com. I attempted to return clothing I purchased from Zara online. Before returning the items, I packed them in the Zara issued box as instructed, used the tracking label provided to me via email by Zara, and dropped the box off as instructed to the carrier which was listed on the label and return instructions.

After a couple of weeks of not receiving a refund I tracked the package via the tracking label that I was given when I dropped the package off. The carrier showed the package as being delivered; however, I still hadn't received a refund. I called Zara to inquire about when the refund would be issued, and was told they would, "open an investigation."

I sensed that the customer service rep I was talking too was just giving me some b. s. answer just to get me off the phone, so I insisted on speaking to a supervisor immediately. After an hour of refusing to get a supervisor, the rep finally got a supervisor on the phone. The supervisor uses the tracking number to look up the package, and then tells me the package was delivered to Las Vegas but Zara doesn't have a facility in Vegas?!

I used the tracking label that Zara sent me. The label was a pre-addressed (by Zara) UPS label. I took the package to UPS, because it was a pre-adressed ups label that was sent to me by zara for the purpose of returns! Furthermore, UPS was able to scan the label generated by Zara because it was a... UPS label; yet Zara is now trying to tell me the package is lost because it was sent to the wrong place?!

I demanded an immediate refund. It's not my problem Zara is sending out incorrectly addressed labels, and bungling the return process. However, I was told the matter would be, "investigated."

While on the phone with the horrible Call Center Rep and unprofessional Call Center Supervisor, Amber, it occurred to me to google Zara complaints. Low and behold, there are thousands of complaints about Zara refusing to refund customers money over packages, "lost by mail carriers," that Zara is instructing customers to use. Multiple customers reiterated the same issue... Customer returns or purchases item, item is, "lost," (or probably actually stolen by thieving-[censor] employees), Zara claims they are going to "investigate," customer is given the run around... final outcome... customer is left with no money, no merchandise and a huge resentment against Zara due to their piss poor customer relations policies, their lack of accountability, and their fraudulent business practices.

I told the US call center supervisor, Amber, I am most irritated that you have the audacity to pretend like you don't know what I'm talking about when it is clearly evident Zara has an ongoing issue with their contracted mail carriers, "losing packages," all the time.

Call center, "Supervisor," claimed there is only one call center (in Florida) for all of the US, so how can these people not know there is a major issue with their shipping/order/return process?! I also inquired about names of upper management and was told, "that information can't be provided."

Well, I am quite sure this information will be provided soon because it is clear that Zara is moments away from being hit with yet another cl[censor] action suit for all the b. s. they have put customers through.

I buy stuff online all of the time and have not had these types of problems with other companies.

I place an order online and asked for this to be delivered to a specified address. The only notification I received was to inform me that this was dispatched. I never received any other notification for it's delivery or collection. I spoke to various sales personnel via the Zara online chat service and was informed I would be contacted within 48hrs as the non-deliver of my order would need investigating. I heard no more. I contacted Zara via the online chat again and was informed the parcel is ready for collection. I went to collect this the very next day only to be told as the order had been waiting for collection for quite a while this had now been returned back to the sender. I am extremely disappointed with the service provided by Zara, at no point was I informed my parcel was ready for collection and at no point did anyone have the courtesy to get in touch with me. Very poor service that I will not be using again.

super disappointed with Zara online services. Package not received. You confirmed that you delivered a package that I did not receive. I called in three to mea to tell you that I have not received the package. To get entry into my building someone has to buzz you in. I had someone home the whole day and they did not buzz anyone from UPS in. So I need to find out who and where the package was delivered. Can I please get My refund I'm extremely irritated with this. Red number [protected]

Jasmine from customer service was extremely rude and unprofessional- I found her responses and lack of attention to the issue disheartening. She was not responsive

My order was placed on 11/24 and it was supposed to be delivered on 12/04. However, according to the tracking information that my package has been lost. I have called ZARA customer service at least 3 times, and have been told that my case has been under review every time when I called. on 12/11 I called again, the attitude of customer service is really bad, she accused me pushing the case back by continuing call them! It is ridiculous! what a terrible customer service! I will never ever purchase anything from either zara online or in store!

Hello,
Ordere on Black Friday 11/24. My order was said to have been delivered, 12/01 but I never received the package. I called ZARA customer service where they said they would look into it which was 9 days ago. I feel like I am getting the run around when my package is legitimately missing. Zara does not care about thier customers, if they did they would issue a refund or re-ship the items. I will never shop here again.

I placed an order on Black Friday (11/24/17) as a result it had 2-8 del extension. My order "shipped" on 12/1/17. Long story short, I never got the package. I submitted a case with Laser Ship on 12/5/17. That same day the delivery details were updated as being delivered on 12/1/[protected]@4:04 pm and left at front door. How an item was "shipped and delivered" in the same day is beyond me. And Laser ship only updated the shipping status after i contacted them-but it was incorrect. I contacted Zara and the rep told me I would get my package in 12/8 as it was in transit. I asked why/how was there a discrepancy and he couldn't explain. My package was deemed lost, which laser ship emailed me on 12/7, but Zara has to finish a review before they refund me. It's ridiculous and i never want to order with Zara again. The sad part is, they didn't even offer to ship the item again, express or anything. Poor customer service.

I strongly recommend against buying a Zara gift card, or allowing them to transfer the balance of a return to one of their cards. I tried to use my card for the first time today and it came up as invalid on their "activate card" site. I first tried to resolve this issue through chat. The customer service person told me they couldn't help me and that I needed to call customer service. I called customer service and spoke to Lorenzo who told me this was an in-store issue and that I would need to call the store. I asked to speak to a manager, and he told me he is the manager and that I would need to call Corporate in order to file a higher complaint, but he would not give me the phone number. I called Corporate and spoke to Jessie, who told me I need to call customer service for any complaints. When I told her that Lorenzo said I had to call Corporate, Jessie said that she couldn't imagine why he would have said that as only customer service can handle complaints. Is this honestly how Zara runs it's business? I am amazed at the run around I just received and still no sign of resolving my issues anywhere in site.

Zara's customer service is awful! I was trying to exchange items I purchased online and was having difficulty doing it. I did a chat because it was after hours. Instead of processing as an exchange it just processed as a return. Then I was told Oh sorry, we can't cancel the return. I called the next day. The first person I spoke with said oh we tried to process the return, then stopped talking and hung up on me. Okay, I call again..The next lady looks up the order number and says yeah just click it as an exchange. I can't because it shows that it is returned already. She literally say WELL, YOU CAN'T EXCHANGE IT ANYWAY IT WAS ON SALE. What?! I have literally spoken to 5 other people and no one has said that. I requested to speak with someone else, she placed me on hold for 10 mins and came back and said she is now the case manager! Her name was Luz, she said. No one is able to help me basically. Apparently they don't have access to their own software to cancel a return and make up new policies as they go if they can't! The worst customer service ever! Every person I spoke with was awful, not one person offered a solution

Order#[protected], ordered it on oct 30, 2017. Tried to return it on dec 1, 2017 in store, zara wouldn't accept the return as it has been over 30 days (1 day later) from the date that I ordered online, but not the date that I actually received the order. This is totally [censor]. The rep that I talked to on phone is not helpful and kept talking to me about the policy like a recording machine, didn't understand how to handle complaints and no clue what she can say other than the store policy. Never will get anything from zara again.

ORDER NUMBER: [protected]
ORDER DATE: 11/24/17
DELIVERY: STANDARD. IN 2-8 BUSINESS DAYS.
PAYMENT METHOD: VISA

I placed this order and never got it, today I called [protected] and spoke to the supervisor name Ernest and supervisor Marsha both of them did not provided any help, the only help they provided was the word I'M sorry but you need to place the order again and you will not the 30% discount from black Friday.
I got an order confirmation. If I would of know that Zara would not process my order i would of gone to another store to spend my credit. I think this was very unfair. Those two employees are very unprofessional. I would like to communicate with the head of the corporate office for zarah in the US to file a formal complain.

sincerely,
McCauley Cruz
[protected]@protonmail.com

placed an order 10 days ago and received an email the next day that my order has shipped.

3 days later, I still hadn't received a tracking number so I called customer service and they assured me the package was shipped and gave me a tracking number. After another 2 days, I called them because the item was not appearing as shipped with the tracking number they provided and the courier was telling me that the item hasn't even been picked up by them.

Everytime I would call to inquire, they would give me a BS answer that the item has shipped and the system will update within 24 hours. Well Its now been 7 days and today I was told that the item was JUST shipped but assured me I will get the item within 2 days. Which is complete BS because there is no way the package can get from Montreal to Vancouver in 2 days by ground shipping.

If you ask to speak to a manager, they all claim to be the managers. Will NEVER be placing an order with them again. Their customer service is awful, non-existent really. They will make up lies to give you some BS answer to your questions. Their tone makes it very obvious that they don't care.

Extremely disappointed with their service. I shop Zara all the time but this was the first time I placed an order online. NEVER AGAIN

I purchased the above coat and the zipper on the left side would not go up.I called customer serviceTo inform them of the situationAnd I tried to Send back to package the very next day. I asked customer service how to send this package back Whether it was UPS or USPS I spoke to two different representatives And each had a different response. I received an email 2 days later with a USPS return Receipt And I sent the coat back on Tuesday. I was told by representative that as soon as USPS scanned the receiptShe would be able to re-send a cold that was not defective. I called customer care today to find out whether or not a Coat was shipped back to me, And it was not. The Colts is out of stock. This is the worst customer service that I have ever experienced with a retailer. You should be ashamed of yourselves! Now instead of the Colts and that I so wantedI have to settle for a refund Because you are now out of stock. I asked to speak to a supervisorI was put on hold And when the representative returned he said that the supervisor was too busy to talk could not get on the phone. I told the representative that I would be calling corporate If His supervisor did not return my call today. I am beyond disgusted! What a waste of time.

I visited Zara in Valley Fair mall, San Jose, CA recently for some holiday shopping. We couldn't find exact size coat for my husband and kid, so we asked the staff. They told us that it takes 2-4 business days for the order to arrive so we can order the coats online. I ordered the coats on 19th Nov. I contacted them and requested that I would need this shipment to be delivered on or before 28th Nov. The lady on the phone confirmed that the order will be delivered on 23rd Nov. Today, on 22nd Nov, I got first update from their end and the delivery is now scheduled for 30th Nov. We are going on a holiday for my son's first birthday and planned the birthday theme accordingly. We now need to shop again for his birthday as the shipment will not arrive in time. When I asked Zara to expedite the shipment, they didn't do anything. Their customer service is BAD. They have lost a customer today and if they don't improve the customer service I am sure they will not survive long.

I have placed an order fora coat from Zara online. There has been no notification of delivery, even though order was placed a few days ago. I have tried contacting the Chester store to see if item has arrived. No-one is picking up phone. I have tried chat line on Zara website and no one is replying to enquiry as to my order. Please Zara, think about your customers and sort out Customer Service issues.

I will not be purchasing from Zara again.

My credit card number was stolen. My credit card company issued me a new card and new number. The new number was linked to the old account. Zara refused to refund my return to the new card. My credit card company was willing to speak with them directly that the account was the same. Zara refused. Would only issue store credit -- forcing me to buy at their store.
Spoke to 6 different people at Zara customer service. Finally when I refused to get off the phone, the case was referred to their "relevant department" - ie - no name department with no contact person.
Waiting now for 7D for someone to respond to my complaint.
I think that they'll waiting me out for the 30D return period so I will be forced to accept store credit
Zara "customer service" is an oxymoron

Hello, I ordered sneakers from the website to be delivered to the Del Amo location in Torrance. When I got home and I tried them on and they were quite big. Mind you, these were planned to be given as a gift, so I had a limited window to exchange them. I called the torrance store about 15 times at different times of the day, and I never got an answer. I made sure it was the correct number. I didn't want to return them online because I needed them asap and it would take long. All I wanted to know is if they carried them in store, but it baffles me that it's such a large store that no one ever answered my call.

On October 31, 2017 I ordered a Coat and Two Sweat suits Along With Some Socks for My Baby. On November 3, 2017 they sent an email saying it was delivered to my address left outside of my apartment building At 12:09pm which it never was dropped in front of the door no one ever came to deliver . I contacted Zara They Told Me They Cannot Do Anything About It Because LaserShip said they delivered it and I Was Home That Day Actually Outside In front of My Address With Some Family Members and Nobody Came To My Address To Drop Anything Off. I Need To Be Refunded Or Sent My Packages because it was you guys fault it was no fault of my own and I'm a first time customer of Zara And it's not a good look.

This is my second time ordering the same item, but keep receiving the same wrong item every single time. The item now is currently sold out in my size. How could this same mistake happens twice? Like how? The first time I called, I thought at least they will do something to figure that what really happens, but no, they did not anything. Since im having the exact same mistake on my second order too. How can you order a green jumpsuit and receive a blue/white top? Like how? I really want to know. When you call to complain, all they say is I'm sorry that is it. I thought Zara was better than that.
Honestly I'm very disappointed

On 10-21-2017 I made an online order of $273USD this order took 2 weeks for delivery which I don't mind, but since it was taking a little bit longer than usual for delivery I decided to check on the tracking status of this order on 11-01-2017 and the status said that my package has been delivered on 10-30-2017 at my front door. I always buy online from Zara and never had a problem with any delivery, so when I saw this I clearly new something wrong happened. I contacted Laser Ship which is the facility they use for shipping and they told me that they will open an investigation and if they couldn't find the package so I have to call Zara so they can send me a new one. I called Zara and the representative told me I have to wait between 24-48hrs for someone to contact me about my missing package, really? I couldn't believe I have to wait for someone to contact me about a missing package 24 to 48hrs! Long story short, my package was delivered at another house in my neighborhood which I have to go and ask them if they received something for me, because neither Zara or laser ship did anything to help me find it. This is the day that they don't even know who has the package, if I have it or still missing, and no one has even offer me an apology which I find so unethical from such a big company as Zara. I am very dissapointed since this is one of my favorite stores, and I have purchased so much from them.

I am with my girlfriend at Zara at the arcadia mall california. We waited in line to return an item . My girlfriend wanted to purchase an new item but she couldn't find the size - I was able to get the size from another employee. But at the time my girlfriend finished her transaction at the register. I asked ok eofnthe girs at the register that I found a size and wondering if I have to wait in line all over again . She kindly said no problem please wait here while I finish and will allow you to use the credit to purchase the jacket . After waiting ten minutes - the manager comes over and says sorry buT you were at a different register so you have to wait in line again. I said that is very rude considering the other girl already said she would take us and we already waited a considerate amount of time . I then asked if she would kindly give me her supervisor name - she refused - I asked for her name she refused - then she embarrassed me and my gf in front of everyone and Said she is calling security for absolutely no reason . I was not rude at all. I am highly offended by this managers behavior. Highly embarrassed. I have been a customer of Zara for many years spending thousands of dollars . I am a social media influencer and have worked in retail many years ago and I have never seen or experienced such rude and inconsiderate behavior.