Zara.com
Reviews and Complaints

I visited New York from May 2 to May 9 and shopped at Zara's in Jersey City Newport mall sometime during that week. I purchased a couple of thing and a day or two later decided to return one of the items. When I went in the store I was notified by the ladies on shift that I could not be refunded on the credit card I used because of technical issues with their credit card system. I had my receipt and all the tags were on the cloths so there were no issues with the store’s return policies. The manager of the store said she could give me a gift card instead. I told her that I am visiting from Canada and since the only way to get refunded was on a gift card I decided to go ahead with her offer. I asked her several times to make sure that I could use the gift card in Canada. The manager then called someone on the phone to make sure I could use the gift card in Canada and then she assured me that I would be able to use the gift card in Canada. I was happy with the outcome. On July 21, 2017, I decided to shop at Zara in Burlington Mall in Burlington Ontario. When I went to the counter to pay for my items I presented the gift card to the cashier and was told that it does not work. I asked the cashier to call the manager and I explained to the manager that I was assured by the manager in Newport mall Jersey City that I could use the gift card in Canada! The manager gave me a phone number [protected]) and said to call so that they could help me with my issue. I called on July 25th at 5:30pm and spoke to Andrene who said she was a manager. I can’t say that my experience speaking to Andrene was any better. She was not sincere and quite frankly didn’t sound like she cared about my experience. She sounded like she was reading a script when she was talking to me and was not empathetic. Andrene then told me to email another department because she was unable to help me with my issue. It seems like she was trying to get rid of me and I didn’t feel like I was a valued customer! I’ve been shopping at Zara for many years and I’ve never been treated this way. I don’t think I’ve been unreasonable, I just wanted a refund for the items I bought. This whole situation has left me with terrible memories of the customer service at Zara. I had to take time out of my busy day and call the customer service department, then write this complaint letter hoping that someone can help me. This is not what I had expected and I promise that my days shopping at Zara have come to an end. If anyone cares and wants to help I can be reached at [protected] or at [protected]@hotmail.com.

My order #[protected] has be shipped to me with two separate shipments but with two pieces missing. I reached out to Zara through online service, but they said they didn't find any problem during the shipment. That is not a good answer. I am sure you have inventory data and can tell those two items are really missing. Or maybe they misplace the two pieces to a different package. I never got those two pieces, but they still insist nothing wrong with them. This is seriously ridiculous! Now I have two pay $$ for their mistake, and they did not enough apologize! Never want to shop with Zara anymore. Worst customer service ever! Never had this kind of bad experience before! Shame on you Zara! I have to think about legal way to solve this problem!

I usually buy on line. I needed to return a few items which did not fit. I work in NYC so I mistakenly decided to go to store on 59th Street which is closest to my office. The experience was awful. There was a line of almost 20 people waiting. We were told that the Internet was not working and it was taking some time. Note, This is not the fist time. Since I was the next person on line and since I had waited almost 45 minutes Already, I decided to wait a little longer. After an additional 15 minutes, I reached the cashier. The manager said as rudely as you cannot imagine that they were not taking returns from purchases made on line because they had to call customer service and give them the information item by item and that if shoukd go to another store. How do you allow this! rhis is the worst customer service!

I ordered a shirt through the Zara App, after i submitted it i realized the quantity said 2, so I immediately connected to a customer service rep through their "chat" and let her know i ordered 2 shirts in error but only needed one.She reassured me that it was not a problem and to let the order go through and she will email me a return slip so i can send the extra one back soon as it arrives.
I waited and never received the return slip. so i connected to another rep (Kayla) through their "chat" .
After 20 minutes she came back to say that her records show the purchase was made 30 days ago and it is now out of their return policy.
I explained to her that I have already made the request immediately after i submitted the order and i was just following up now. but she kept repeating the same thing "sorry, the purchase is out of the 30 day time frame". So i asked her if her record shows that i spoke to someone 2 minutes after the order was placed and she told me i did not have to do anything. She came back and said " I do see where you requested your order to be modified. However our record shows this order is out of 30 day time frame". As I was writing back to say that then her record is showing that i contacted them for the return way before the 30 day policy, she cut me off and not only shut down the chat but some how also completely blocked my account. i could not even log back in to the app.
this is terrible customer service, and quite simply rude.
I spend thousands with them every year and cannot believe they the treatment. they might as well not have "lie chat" and rather have a robot repeating itself "sorry you are past the 30 days time frame". The thing is I was not past the 30 days, she admitted that she saw my request to modify the order on record.
Never shopping there again! They should be ashamed of the way they treat their customers!

Hi,
I work in a high end retail store and I always treated my client s with the upmost respect. I always shop at Zara. On 07/13/2017, I came to the Newport mall to return a shirt that was too short for me. The associate Brehanna ID 508292 didn't even great me or respond my greetings, she made the return with no eye contact or even opening her mouth. All she did was to point out the pad to ask me to insert my card. When she finished the return she threw the receipt at me. I was so shocked that I was speechless. I ask for the store manager and her name is Pricilla, and she said that I should go back and yell at the associate. I didn't know that Zara customer service was that Ghetto and unprofessional. I know that if I stop shopping at Zara, that wouldn't make any difference but I rather go spend my money where I am well treated

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!