Zara.com
Reviews and Complaints

I have been purchasing most of my clothing from ZARA. the quality is fine as well as prices. on my recent visit I purchased couple of jeans and the day after, i wanted to exchange or return on of the item, but noticed that my receipt is lost, so called the zara store and ask them what happens if i need to return without the receipt, said they won't issue any store credit or accept any returns without receipt. I also asked them to look around for my receipt. guessing i forgot to get my receipt of purchase. Some one named Laura talked to me as a manager and accepted to take her time to look and ask around for the lost receipt . I tried to call the store again after 4-5 hours to see if they ever found my receipt. some other manager answered the phone and replied that they don't have a manager named Laura working there and hung up on me.
I called again and ask why he hung up, replied we don't have a manager by that name and hung up again. This was so rude to me and decided to report this matter. Imagine someone purchases 2000 dollars and for some reason cannot find the receipt, and need to return an item. What the heck is he suppose to be doing?
Just keep the items?

Another issue happened just today.
I had some return from online order and waited in a line which there were only 3 people ahead of me for almost 40 minutes and when we just ask the manager why they are not opening another register, they just said sorry and didn't do anything
they only had one register opened at the basement and kept people waiting for nothing.

I would like to have everyone hear my voice here and do something for this horrible situation.

I will also go ahead and make a big phone call complaint soon and tell everyone to do so.

This happened at Zara store #3332
3rd street promenade, Santa Monica, CA

I purchased a pair of black leggings around 2 months ago at the Zara store in Gateway, Durban which I found were not the right size after trying them on. I wanted to exchange the item for the right size, however, I did not have the receipt but the tags were still attached to the leggings. I produced my bank statement to show that the leggings were purchased on the specific date from the same store, but the employees and manager refused to allow me to exchange or return the item. Incredibly disappointing customer service and company policy, and not the first time this was experienced at this store.

I contact online service on 7/06/2017 at 11:45 am to simply ask online or in store chat consumer service do they have this item in stock. Both Angel and Natalie gave me the run around. I called the store to further my investigation they place me on hold then hung up. Poor customer service all around sad. I purchase the item on line and two day ago the reduce the price.

I bought over $1200.00 clothing and shoes from ZARA.com recently. One of the tops I got was tagged with $22.99 but the actual price I paid online was $35.99. I used the chatting feather with the customer's service for 50 minis to ask them to refund me the difference of the price which is $13.00. During the 50 minis, they told me they will have to get the pica of this top with the tag and have me email this photo to their email address. While I was chatting with them, I told them I will take just one min to take a photo but when I was away, she told me that she couldn't do it. I will have to wait for 24-48 hours before they could call me or email me to let me know.
Three days (72 hours) later, they sent me an email and told me they couldn't reach me and asked me to call back. I did call them back but they said they JUST couldn't do price adjustment. They didn't provide any rationale to me of why they couldn't do it but rather being so rude and ignorance. I told them my situation and the tage says it is $22.99 but I paid $35.99. She goes"Well, you agreed with the price when you paid online." I said"of course I had to agree because I couldn't see the actual tag on the clothes during check out area online and that is the only way for me to get the clothes!"
I asked them if I could talk to their manager or supervisor but this customer service representivie told me that "None of my managers or supervisors are avaialable and be able to answer any of my questions." I was so surprised and ask them when their manager will be available and she told me "I don't know". I asked again if there is a waiting period and how long would it be before I can talk to their manager and she said it again "Maybe 24-48 hours and maybe not and I don't know". I had no idea what went wrong with this company and why I purchased so many clothes there without knowing their business ethics! Wrong wrong wrong!

I had loved Zara so much, but due to their horrible online shopping system ( I have received two orders with missing item, and they will need you to wait for them to solve their warehouse problems first! That's ridiculous! It's their fault to ship incomplete order, it doesn't matter how bad is their warehouse, they have to either ship out the missing item again or do refund!But they do nothing and they you to wait) and bad quality! I got a simple trouser with different length and different wide on both legs.

And I contact the customer care 2 days later regarding the missing item, and they asked the same the same questions again, I asked why. They said they are not a hotline care so they can't record anything, so that mean I just waisted my time, basically they didn't do thing for this issue, and they told me to call the customer service by phone! So what is the point the do the online customer care which they can not service the customer!

On Saturday, 24/06/2017, I went shopping at the Zara store in Durban. I saw a peep toe ankle boot and I asked one of the staff, whose name is Bongani, if I'm not mistaken. I asked him to assist me to look for the second pair of the shoe because I wanted to purchase it. He told me that he can't assist me because that's time wasting. I even asked another employee and he also told me he couldn't assist me. I then further asked if I could pay for the shoes then later fetch it when they have time to look for it as it was checked and was on stock.
I was just simply told that, they cannot help me. I would like to know if wanting to purchase from your store is time wasting so that I can share it with other shoppers on Social media not waste your employees time by shopping in your stores.

I am Mbali Thomas, available on [protected] or [protected]@gmail.com.

Tried to find out why there is no size 7 in womens shoes. People told me they are a European company and don't carry size 7. they said I should measure my foot. What? They could not even give me an equivalent of their shoe size to a size 7. Like I am the only one that ever had this question.
Also, asked to edit an order, they could not do it. OMG what CAN they do. Spent $400 and feel like I was treated like garbage.

Staff name : amanjeet id: 339 (what he told to me)
I went for an exchange. I want to tell I am a very very regular customer of this store as its very near by my office.
Day one I was told that you have to buy a product of came amount.
I was in hurry next day I went with a friend of mine choose another product and went for exchange.
staff (amanjeet id: 339) came back and in a very very humiliating, screaming on top of his voice he said we will not exchange as you have wore it. I said yes I have tried it in home & I have all bill and also tag and proved him. he said you are suppose to try only in our trial room decide and then take. we cant do anything and you have this habit of exchanging clothes. you have done in past.
When my friend and I told him last exchange was 6 months back as there was fabric issue, he said that I dont remember & want ever you do I wont exchange.
It was super embracing for me as I was right and he insulted me badly.

I am smart and loyal shopper at Sara stores, and shop regularly at all departments. Recently i had an event to attend to and i shopped many outfit at the kid department story at Vally Fiar Mall in San Jose. I shopped for pants in different sizes to try for my kids, to my disappointment that particular pants did not work and i had to return it to the store. I ended up buying some other pants on line since they weren't found on the store. I came to return few of the things i have bought i was able to return the ones that were found on the recite except one pair in which the recite has not been found. I have told them i dont recall loosing the recite since all of the others are here with me. Maybe they werent handed to me and havent been put in the Safe as employees has been learned to say that there is a company policy that when a recite left behind they put it in a safe.
So i said it is clear to me that there is no recite therefore, i am asking for a store credit rather then money back. It is only fair and aligned with retail stores standards that when recite is not found there should be a store credit
that will allow customer in the future to return and enjoy shopping and shop more. Instead i was left aggravated, frustrated and disappointment of this experience. On top of this Sara saying out of nice gesture it will allow me to replace the pants for the same pants - The one I don't want, or don't like or don't fit, or any other reason to the same one different size. Insulting and underestimating their customers. I found the manager reluctant and close minded to address the issue and solve the problem to my satisfaction.
Sara must change its return policy and stand up to today shopping standards its register is old and does not fit the fast past of shopping and technology in which recites can be mailed or tracked on credit card.

I bought a trouser before 2 months when I were it first time I notice there's a diffact with that fabric I bring it to Zara shop the shift manager advice me to wish it first then I have to see, I do but nothing changes, I back to shop it was another manager there his name Osama I explain the case for him and ask me for the bill I told him I didn't have it and already I inform the previous manager about it, he showing uncaring about what I said and ignore.
In the end I had same problem last year with kids suction they didn't ask for anything and they chang it directly.

I bought a pair of pants for my sisters b-day and she never got them. When we called to figure out what had happened, zara told us to call fedex. We did even though we thought this should be something zara should do. Fedex told us they would do an investigation on the missing package but suggested we complain directly with zara. Finally after a few calls, zara started an investigation, and their answer was that the package was delivered, they couldn't tell me, a name to understand who received it. What I know is I paid for a product and it was not delivered to my sister, she lives in an apt. Complex and she already investigated with the staff that works there and no one has seen the package. She has been living there for 3 years now and has never had this problem. The final resolution for zara was that they couldn't do anything since the package had been delivered, the truth is, the correct person never received it and they never asked for a signature nor a name when they delivered it. I what zara to respond to his issue, it seems like they don't value their loyal customers. We have been buying form zara for many years and this was our first online experience, it will definitely be the last one if my sister doesn't get the product I paid for.

Last week I bought a blazer from Zara mall of Arabia, 6th October Cairo, but I didn't bought a blouse and pantase which fit with it, so yesterday I went to buy the 2items and worw the blazer to try the complete outfit, when I finished and reserving the 2items and approaching to leave one of the staff asking me to show him the invoice of the blazer which I wore as it still has the label . Actually I had the invoice in my wallet and I told him that but I refused to show it to him, as I don't have to proof I am not stealing from Zara and it is not supposed to going around in Zara carrying all my invoices to proof that I am not stealing .
The problem is that about the way they speak with me including the manager, he even doesn't wore sth or uniform or even a Padgett saying he is the manager and his name, all of sudden I found one with no identity speaking with me with no respect, claiming that he had the right to invistigate if he suspect, without even checking his system, and I have to prove that I bought this item last week and I should introduce the invoice which I pay with it last week .
Where is my right as a customer to be dealt with respect, he (all) so them can doing there job but in a polite and professional way . They don't have any kind of respect to the customer, they spoke with mevety rudely as I am stealing .
The complaint is :
1-They are not professional at all as they don't go to check their system to findout if I already have bought end this item last week instead of this they ask me to introduce the invoice which supposed to be with me one week after.
2- The gate didn't make any alarm when I approach and I ask them to go through the gates to see if it make an alarm

They including the manager doesn't have even a low standard of professionalism as I have to told them tovcheck the system and check the security gates
3- no one of the staff including the manager has any identifying padge or liable so I had to ask the one who was starting to attack me with his words "who are you"
and ha should be a role model of how to deal with customer respectfully and professionally o found my self among some ediots, I had to tell them what to do exactly and I refused to show them the invoice

4- they even (first of them their so-called branch manager) did' even say one word to apologize of their fetal mistake. Even after they check the system, otherwise everything were go smoothly if they have the style to deal with a human being rather their frequent customer "they can even say : please could we check, .. or sorry for the mistake or any nice stupid words any street seller can say in such these situation, they were very rude and Unpolite and spoke with me arogently as they catch me .
Please I don't need any ordinary respond, or apologizing, I need something professionally to proof there is any professional one in Zara

3- They specially the manager don't got any kind of training of how to deal with his customer

I went to Zara on June 9th of 2017 to purchase an outfit for a all white day party at the Roosevelt field mall and it had a terrible customer service. I tried on something and when I'm finished I place it back neatly on the hanger and handed it to a fitting room associate, she literally look at me With a rude face while I was handing it to her. Then I asked her "do you work here"? She responded yes with an attitude while rolling her eyes and a next associate take it from me and turn to her asking why didn't u take it something is wrong with your hand (sarcastic) and they started laughing.. I felt disrespected and humiliated the way they treated me... I was a loyal Zara customer because majority of my clothes N my daughter is from this company and I've never experienced this treatment until yesterday. It bothers me that I went home called my husband and friends to tell them and woke up still thinking about it.

Hello, I am an advertising professional that just left this Zara Eaton Centre location absolutely dumbfounded by the ludicrous customer service I just experienced. I was very excited to try on a number of dresses and tops, intending to spend anywhere between 300-500$ as I am starting a new job.

There was a very long line-up at the Women's change rooms, so I walked to the Men's floor and waited in-line for 5 minutes. It wasn't until I reached the front of the line that the Sales Rep told me I would not be able to try on Women's clothes in the Men's change room... I told him I didn't mind hanging up my clothes and bringing them downstairs after I was finished, but he insisted I was not able to change there and he told me he's even had to turn away PEOPLE IN WHEEL CHAIRS?!? WHAT. There was no one in line behind me, and although I asked him to make an exception he said this is company policy.

From an EMPLOYEE stand point, I understand the convenience of keeping Men's clothes upstairs and Women's clothes downstairs... However, this is an absolutely ridiculous policy to enforce if:

a) There is no line-up upstairs and the customer offers to bring the clothing downstairs and leave no mess behind
b) SOMEONE IS IN A WHEEL CHAIR?

This is 2017 and I find this to be the most ludicrous policy I have ever heard in my life. I was NOT happy when the manager Josephine told me I had to go downstairs. I did not act very professionally as I was so irritated by this ridiculous rule so I gave her the finger and walked to the Kid's change room, where I entered and started to try on clothes. Multiple staff approached me and told me I needed to "follow the rules".

All I was trying to do was try on clothes so I could buy them. As a CUSTOMER, why would I want to wait in a huge line-up with 20 people when there is an empty change room upstairs? The Rep called the manager over again and she proceeded to tell me I needed to leave the store. I could NOT believe it.

I would like you to explain to me why this policy is in effect, and why is there no exceptions if one line is empty and the customer offers to hang-up the clothes and take them downstairs, LEAVING NO MESS BEHIND OR WOMEN'S CLOTHING.

God forbid, the staff would have to walk down a set of stairs to put the women's clothes back. I used to work in the service industry and can see no other reason this would be enforced other than to make the EMPLOYEES job's easier. BUT, I OFFERED TO BRING THE CLOTHES DOWNSTAIRS? AND I AM A CUSTOMER.

This is literally the most twisted, counter-productive policy I've ever heard and I will NEVER step foot in a Zara store again. I would seriously re-think this insane policy that only benefits the employees, who are literally turning DISABLED PEOPLE AWAY.

Please contact me at [protected]@gmail.com with an explanation.

Thanks.

I bought a item for my boyfriend a week ago but me and my boyfriend broke up. I went to Zara today and they are telling me that I can't return the item unless is the same color or size which I'm not a man so what can I do with the item. For future reference they should tell people they change the policy instead of making people waste Their money now I just lost $ 400. I definitely won't be shopping here and I will spread the word to other about Zara stupid policy so that no one would shop here any longer. The worst company ever!

I am a regular Zara customer when I go to Italia 4 times a year I buy all of my clothing at Zara.

This was my first online order. I received my carrot fit jeans and when I received them they we completely dirty and wrinkled. In an attempt to wear them I washed them so that they would be in wearable condition. After I washed them they were all faded and not at all wearable. I received the order at 4PM and I sent back the return at 4:55PM. I obviously did not wear them.

i received an email stating that the pants would be sent back to me and that I would not get a refund. I opened a complaint case with Zara- Keep in mind the Jeans were only $39.90.

The supervisor Melissa called me back and was so condescending and rude and she dismissed my concerns and told me basically too bad.She told me that she would be sending me back the pants that I can't wear. I told her don't bother! Whats the point?

I would like my refund so that I can continue shopping as a happy Zara customer.

If this does not get resolved I will never shop in Zara again, as well as my family and I will tell everyone I know (In USA and Italia) about this awful experience.

Paolo Marino

Utterly frustrated and disappointed with the customer service from Zara.com.

Having purchased an item online, I chose to pick it up from a physical store. But when I did, I realised the order numbers and name were correct but the item was wrong (only after I left the store as it never occurred to me that the item could be incorrect).

I then approached a staff member from one of Zara's physical stores to inquire. She kindly helped me contact Zara.com over the phone. The customer service staff from Zara.com asked me a few questions accusingly, as if I was asking to return an item for no reason. Was then asked to take a photo of the wrongly-delivered item and to email contact.[protected]@zara.com.

Upon emailing, was again asked if I had made sure the name and order number was correct and to take photos of those. Got a few calls from Malaysia which I couldn't answer as I was working (apparently they were trying to call me). Why is Zara.com.sg's customer service based in Malaysia?

It is so strange and frustrating to not get answers and resolutions for something so simple. And when the mistake is not on my end, even more so. This process is making me feel penalised as a customer for an error not on my part. As a major company, shouldn't there be a standard protocol for such minor issues? I'm not expecting everything to be perfect all the time, but when issues crop up, why is there no proper SOP to follow?

Having not heard from them, I emailed to further enquire about the progress of this matter, and was told again that they tried to call me from a foreign number, and that I did not answer. Is it my fault that they cannot reach me? The mistake is on their end, and I believe the onus is on them to rectify the issue. I have cooperated on all accounts, and to have the matter treated flippantly is quite uncalled for.

And the final answer from Zara.com? - I should return the item at a physical store and then repurchase the item online. And instead of an on-the-spot refund, I need to wait for the monies to be credited to my debit/credit card. And I need to tell them which store I am returning the item to, so I am stuck having to make another trip, and to a fixed store so I have to change my schedules to fit the trip in while Zara does not even attempt to try and offer any way of making the process easier for the customer.

Truly frustrating and disappointing. I've done business and been an online shopper myself online and have never had such a terrible experience.

This is to bring to your kind attention that my Zara voucher INR 5000 has expired. Unfortunately I missed the deadline because I was travelling to the US, I could send you my travel tickets for your reference. Unfortunately there's no reminder on the card that would have put me on a high alert also. I went to the store and requested to revalidate, they asked me to write in to you and said it would be done. ive sent multiple reminders to the customer service team but no one has bothered to revert. le tme know when can I get a revert?

Dear,

I would like to express my deepest disappointment with the behavior of your management employees in Zara Macedonia, particularly with the Store Manager in Macedonia. Such a rudeness and disrespect towards customers and towards Zara's employees I have never seen before. This is something that you should consider if you are keen to keep Zara's reputation.

The Store Manager should firstly attend management and customer service basic training/ some soft skills training as well and then to let her manage the store. She insults and humiliated her employees infront of the customers, but led that behavior she insults the customers as well.

If you need further explanation or clarifications I am on your disposal.

Thank you ever so much!
Julia

I'm extremely disappointed at Zaras Service.
I ordered from the website nearly a month ago on the 18.04. I was told it would take 1 to 2 working days but I still have not received my package. I contacted the courier Fast Way as it said delivered when I checked tracking, but they have no record of receiving the order and said to contact Zaras Customer Service. I decided to do as I was told to and send emails to contact.[protected]@zara.com, so I got some replies saying that they would contact me as soon as possible.
As the days passed and I still had no reply other than the automatic reply, so I decided to call Zara and was informed that they still had no idea of where my purchase was.
I thought I would have my garments for a special occasion at the weekend but nothing arrived, so I asked on the phone if I could collect my order directly in the store, which I was informed that it wouldn't be possible.
Disgusted by the service, I gave up of getting my purchase and asked for a refund, so I was told that it would be done and I would receive an email confirming my refund.
Once more Zara disappointed me, as I still haven't got any email talking about my refund. The last email I got from zara was someone saying that they would contact me within 24-48 hours. And that was on the 29th.
As a last try to get my clothes, I went to Zaras shop in dublin. The shop was a total mess and they didn't have any of the clothes I've ordered there.

I started to get emails from Zara saying that they were trying to contact me but they weren't being able to reach me. Even though I didn't have any missed calls on my phone, I decided to call the number they sent me in the email. The number wasn't an irish number and they mentioned an online chat service witch I wasn't able to find in the website.
I got through Zaras Customer Service again and they asked my address once more and said that I should have a reply within 24 or 48 hours (again).

I feel totally disrespected by Zara and extremely disappointed.
I spent 123€ with this purchase and haven't seen my clothes or my money back, so I would like to know what else I should do to get what I have by right.