Zara.com
Reviews and Complaints

I'm submitting a complaint regarding the service i was provided by an on site manager at the Zara Store located in NorthPark Mall in Dallas, Texas by the name of Ricardo. He was extremely rude to the associates at the front counter. I politely asked for them to check to see if they had another dress in the same style due to the one they had on the show room floor being stained really bad. After waiting over 30 mins i was then told that's the last one left in that size and they don't provide discounts, which is fine. However, he was SO RUDE and nasty no one who has a customer facing job should put out that type of energy. I definitely wont be shopping at this location again

I am submitting a complaint about a pair of black jeans that I have purchased from Zara in Belfast N.I.. The first time I purchased the jeans I brought them home, went to wear them on a night out and the zip had broken on them so I had to get another outfit last minute to wear out.. I brought the trousers back to the store and I exchanged them for another pair as I loved them and thought this was a one off as I always buy my clothes from Zara. However, I wore the new jeans out Sunday past & I was out approximately 1 hour and noticed a massive rip down the front of them! The hole was that big you could see all off my underwear! I'm sure you can imagine the laughs the place had as I had just sat down and people had noticed the tip before I did! Luckily I had a long coat with me that I could wear home to once again get changed! Leaving the venue I was at in a taxi to take me home, get changed, and get a taxi back to the venue.
It's very upsetting as this was the second pair that I had gotten! I now have to travel 45 min to my nearest store in Belfast as I live in Newry and change these again!
So so shocked at how this has happened as I always thought as Zara to be good quality clothing. Upon telling my friends where I had purchased these from they were shocked too.

I had really bad experience with ZARA Viet Nam today. This was actually the first time I ordered Zara product online in Viet Nam and I do not think I would use the service again, and consider anti using Zara product in the future if my problem is not settled down satisfactorily.

Yesterday night, I got an SMS from the store to confirm that my order had been ready at the store and I could go to get it there. Then, I tried to manage my time to walk there (which is 15 mins away from my company, and I also needed to ask for my boss's approval). When i got there, they told me to be back after 15 mins-20 mins later since the order was not ready yet. I explained them that I could not stay longer and asked for their support on this. But they said they could not. Ok fine! Then I called the call center to explain to them the situation. And their solution was that I shall go back to the store and wait or I would like to cancel the order (I know Zara is rich, so they did not need my consuming). I suggested if they could ship me since I needed to go back to work, but still could not. They just repeated the boring policy which I did not violate (since I was really there, but they delayed the order, and now this was my fault). Trying to talk but failing, I decided to go back there as they promised that everything was ready. Then I again arranged to walk back there and the store still asked me to wait for 20 mins for the orders. Was they kidding me? Did the customer service complete their job to keep their promise? I felt so offended. I called the center again to meet the manager to seek for the reason. Then he told me to wait he would call the store immediately. Then now he called? After 15 minutes without any feedback, I called him back and the center said he was busy and could not come to the phone (avoiding me?). At long last for 25 mins, the store called me to come to the cashier to take the order.

I contacted back the call center and they keep their irresponsible attitude to answer me that at least they delivered the order successfully, and they did contact the store after my call. Why did they need to wait me to call them? They must initiate to contact the store to prepare for me in advance, and kept their own promise.

I highly recommended that Zara would settle this somehow. Otherwise, I would never ever buy anything relating Zara brand again, and also spread this to my beloved and friends even though I know that Zara is rich already and Zara did not need customers anymore.

Warm regards,
Quan Doan
Phone: +[protected]
Email: [protected]@gmail.com
Order number :[protected]

I bought two sweatshirts online at Zara.com. After doing laundry they shrank and from size M they became size XS. I returned them hoping I will get a refund, but in return, I got rude customer support and they declined my items.

I and my family were loyal customers of Zara for many years. We started shopping in Europe and when we came to the United States, we started ordering stuff online. Zara has great quality products for cheap prices.

This was the first time something negative happened and I was hoping for Zara to be very nice about this situation and will try to help the customer. But it didn't happen.

These sweatshirts were only 30$ and I think loyal customers are more important than that.

I purchased a dress at the Mall of San Juan and after the first use I spot clean vanilla icecream; the following day I noticed the red color lines had smeared damaging the unit. The store response was to travel back and bring the dress for evaluation. I live in Jax Beach no stores available; for a $50 claim, I had to travel $800 cost. Need refund..

On October 17 around 9pm at Garden State Plaza Mall I came to Zara with my mom, dad, and baby sister. I was very excited to pick out a birthday outfit. I picked a couple of shirts and dresses to try on. My mom, sister, and I went to the dressing room and my dad stayed outside to wait for us. As I tried on clothes me dad wanted to see how they looked on me so I came out and went back and forth showing my dad. However, after the 2nd time of leaving my dressing room I noticed that an Asian man and his wife were together in the dressing room. He was giving his opinion on what she was wearing. After witnessing that I asked my dad to come with me to the dressing room, but we were stopped by a White Female Employee who said, "Excuse me, you aren't allowed back there." I asked Your White Female Employee "Why? There was just an Asian man with his Asian wife back here. Why wouldn't my dad be
allowed back there?" At this point your White Female Employee pretended to look confused and said, "oh there was? then I guess he can go." My dad and I proceeded to the back to try on clothes. 5 minutes later a Hispanic Female Employee comes and tells us that "only one person is allowed in the dressing rooms." Not wanting to cause problems my family and I complied and left the dressing rooms.
My question is why is it only in person? Is it because we are black. Is that what Zara is about? Discrimination. There were multiple people in the dressing rooms, more than one person in each room.
Never have I ever had a problem going into the dressing room with my friends. I used to go to Zara with my friends all the time and we shared one dressing room and not one word was said, but the minute a Black Man wants to walk in, there is a problem. If this is who you hire, if this is how Zara treats its costumers, I will gladly never shop at Zara again. After hearing about my experience, my friends and family will never shop there again. They were absolutely appalled. Just because someone is Black does not make them a threat. One should not judge a book by its cover and I'm very disappointed that Zara allows such discrimination.

Hey. My name is katrina, I used to shop in zara every week. But for right now I changed my opinion about this store. It’s all because of my sad experience.
Security rudely stoped me by the entrance. Without of telling me the reason. Asked me for the recipe for my shoes which is I purchased the day before. I said that I don’t have a receipt with me, because I purchased my shoes yesterday. Like I understand the reason of why he stopped me it’s the short black thread on my shoes. While I been standing there he was talking to me very rude and disrespectful, like I really stole this item. He told me to take off my headphones so I can hear him better.in the end of this, I left store very disappointed. I almost burst into tears. I had a lump in my throat! I love zara, but for right now I can’t even go to the store. Now I have depression and psychological trauma on the basis of this. Not sure if I ll ever do shopping again in zara. Thank you for reading this.
It’s happened on saturday, october 14, 2017. 8:55 pm. With the security guard kory. On 500 fifth ave, ny, 10110

I sent back all my items on my recent order, I called the check the status of my refund...to my surprise, they said there was only one item and it was washed and the tag was cut off. I assumed it was a mistake that would be solved quickly, but no. They wanted to send everything back, they obviously mixed up the orders with someone else. I've been going back and forth with customer and they're refusing to refund me. Never ordering online with them. Extremely disappointed at their customer service.

Hi
On 15/9/17 I placed an order for two items one was a black bikers jacket which I returned and got my money refunded and the other was a pair of patent red sling back court shoes size 8.
I have worn them once and the heel on the left shoe has broken.
I have thrown the bag and invoice away because I liked them and thought they would be fine.

The order number was [protected].
Ref 1/5216/201/020/41.
£29.99. Size 8.
Order date 15/9/17

Please can you advise me what to do. I am happy to have a new pair but if the same thing happens I Will want a complete refund.

I await your advices
Stacey Browning.

By far the worst company to shop. I returned 5 items but only got refunded for 4. Now I am being told that the package was never received. But then how did I get refunded for the partial order? They are either lying or someone is stealing out of returned boxes. No one is helpful and they are trying to give me the run around. I will not drop this until I receive my refund and will make sure to let everyone know about the horrible customer service this company has. I will also be sure to NEVER shop there again.

The worst customer service ever! My order was well over $600 dollars. According to the carrier, LaserShip, the package was left at my front door on 9/20/17. Never received it. Contacted Zara who said they'll start an investigation which would take 3 business days. It's now a week later and still no resolution. Asked to speak with a supervisor on 9/25/17 and was told none was available. Left my contact information in anticipation of getting a call back; no call back 4 days later. Called the corporate office to file a complaint and was directed to call customer service, the same department I wanted to file a complaint against. Needless to say, I'm done with Zara. It's been a week and there's been no resolution.

I am a relatively new online Zara customer with one successful order.

There are two (2) pairs of boots I wish to purchase, but cannot remember what password I used. (MY FAULT!)

However I asked to reset password and when email is sent to me, it says that option is not available.

Please address this or advise me as to course of action that will allow me to proceed.
My name : Suzette McKeithan
email: suzette.[protected]@gmail.com
Billing Address: 449 Commercial Avenue, Cliffside Park, NJ [protected]
Shipping Address: 525 Palisade Avenue, 3rd Floor - Mayor's Office
Cliffside Park, NJ [protected]

Thank you in advance for all your kind assistance.
S

This is the first and would be my last time buying items online from Zara ever again. Horrible experience and for them to just tell me that my items can't be replaced neither would I be given a refund on something that's clearly their fault is just rediculous. I work so hard for my money and is not fair at all that I have to lose it because of a mistake on their end. Horrible customer service experience. I will take this case onto my self if that means going to court/police I'll do it. Something is clearly wrong with your carrier. My items went missing twice and is saying that is been delivered which never happened. Mind you I always buy stuff online, this is the first time I'm having such issues. I'm so disappointed and everyone will have to hear about this...

I placed an order on 9/15. Order shows as out for delivery on 9/17 at 3:59 pm delivered in front of door at 4:00 pm but I never received it. Called zara and I was told that they had to start an investigation which will take up to 4 business days. First of all, the C.S REP made me feel like I was lying. Then, I took it upon me to call the shipping company and it took me 10 minutes to find out they had lost the package, whydo they need 4 business days? Given the fact that I'm going to be out of town I a few days I called zara to let them know and see if they can helped me. Once again had to deal with not so friendly people. They still investigating! 😡

I was yesterday at Zara store at 1963 Broadway in NYC beewen 1:30-2:30pm. I wanted to exchange bodysuit for different size. I found also one extra shirt so I went to changing rooms. At first I was shocked how dirty and filthy every rooms was. I was send downstairs to exchange /purchase item. There were only 2 people in front of me and one lady behind me. There was only 1 lady at the register. After about 25 minutes of waiting to process one person, lady behind me left upstairs. I asked who is manager, and it was a African American lady standing behind the register not even trying to speed up the process. I asked if I can go upstairs she said yes there ar just 2 people there in line but you will be next at this register. After another 5-10min of waiting I asked again manager can she process the order when at that time shopper who was at the register stared to yell and me and at the end told me to shut up.. No staff members even tried to help me or calm the situation. I finally was forsed to leave and stay in line on the first floor where only 1 woman was in front of me, same one who was waiting w me downstairs. When I finally reach the register and told them that I was insulted and sent upstairs lady at the register responded " They called me but didn't told me to process your order, the told me something else about you .." I was completely stunned and asked to talk to her supervisor. She paged somebody but at that moment I overheard another employee saying " They don't want me to talk to her" meaning me... I approached her and explained the instults and situation and she was the only one who seemed empathetic and sorry and gave me Custer service number .
This morning I checked Yelp and there are about 60 similarly bad and worst reviews about the store. So I would urge Zara to change staff at this particular store as this behavior is running Zara's image and their customer relations. Thanks you.

Hello,

I bought a jacket one week ago and I throw out the recipe I went to the store to change with the other item with the same price they told me I can't cause I don't have the receipt! In every store in the US I can change without receipt only this was the first time I heard that! They said it's Zara's new policy and their attitude was so bad I really want to complain about their attitude and your new policy which I can't understand!

Zara, what's wrong with you? What's wrong with your customer service? It took me waaaaaaaaaaay toooooo long to finally reach you out to simply find out what was going on to my order I decided to return. You were absolutely useless and not helpful at all. It's been three weeks and still there's no refund. Do you avoid me and my awkward questions? I sent 5 items in one package and you refunded just two of them, the others are being processed. Why? It's just one order, not a separate one. Horrible, guys, simply horrible.

The service at the Dubai Mall branch has always been poor. I am a regular shopper at zara and very recently moved to dubai from kuwait. My experience with kuwait shopping was very pleasant, the sales people were friendly, helpful and responsive. Here espscially at DUbai Mall, they always seem to be in a hurry . Often my request for help is either ignored, forgotten, indifferent or their focus is elsewhere. Very disappointing .

Hello,

Last year I´ve bought in Berlin parka jacket. After winter stitches allowed and shoulders and pockets were ripped. I asked my sister to exclaim in Hamburg. She was in the store 3 times:
- once the manager told her it´s our mistake it´s ripped
- second time manager acknowledged that the problem is with fabric and stitches, but they can´t return her money, because she doesn´t have VISA card
- third time she asked about ZARA voucher instead of return money, or she wanted to choose something else - it was told her, it´s not possible, you need to have VISA card where we will return the money...

I´m asking:
- who the hell I´m that I should care about your cashpoint and wrong closure you will have?
- how is possible that there is only one option to return stuff - returning money the way I purchased? That´s not true!
- are managers in Mönckebergstraße in Hamburg so lazy or without any knowledge and any attempt at good service?

Could you advice me, what should I do in case I don´t have VISA anymore? How I can exclaim damaged jacket which is damaged not by me, but because of the fabric and wrong stitches? Where should I go, what the hell should I do?

Thank you
Best Regards,
Anna Bortelova
a.[protected]@gmail.com

I am very frustrated regarding this store location 1245 Worcester st, Natick, MA 01760. They Never answer the phone, its really frustrating because no one wants to go to the store and not have what they were trying to call over the phone for. I have reported this issue multiple times and no one does anything about this. I feel like the company does not care about this issue of employees never answering the phone.