Zara.com
Reviews and Complaints

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.

Hello,
About three weeks ago I wanted to purchase a dress from your website, but my size was not available. However, it said that the store at The Grove in Los Angeles, carries my size. I went to the store and didn't find the dress. The employee told me she can place an order and they will ship the dress to the store within a week. I came back a week later and was told that the dress didn't arrive. This time they gave me a printout that they ordered the dress. The following week I went back to the store and the dress was damaged. I didn't want to wait and was willing to purchase the damaged item for a discount. I was told that it is against store policy. They only option I was given was to order the dress again. This time I was told to come back next day. Next day I came back and once again the dress was not delivered. The manager that told me to come back wasn't at the store, even though I specifically asked him if he will be working and was assured that he would be. The other manager, Charbelle told me that she doesn't know when the dress will arrive. That is after I drove 3 times to the store and waited 3 weeks just to hear every time that next week or business day should receive my item. I have been a Zara customer for years, but this latest experience has me quite disappointed. The managers were not competent, not helpful and to be honest quite rude. Especially the last time, as I was understandably quite upset since I waisted a lot of time coming to the store and needed once and for all a timeline on when I can possibly receive the item. Charbelle refused to give me a timeline and was quite abrupt. It is very disappointing to receive such poor customer service. I expected more from Zara. Quite upset and still not sure if the item will ever be delivered to the store.

I purchased a grey quilted small bag from a Zar store in Swansea, Wales, UK around Christmas time. I have worn the bag a handful of times as it is quite small so does not fit a great deal of things in it. On one of the occasions I wore it, one side of the strap came off, making the bag unusable. I have no proof of purchase, other than the possibility of finding the purchase on a bank statement. I did not anticipate this to happen so I did not think to keep the receipt as I love the bag. I have attached pictures of the bag which shows the use is minimal.

Thank you
Charlotte Corrigan

I've been buying online for over every month for 200$ for the last 5 months now and i never had an issue before. Until i bought a pair of jeggings washed them once and the zipper than broke. I called Zara customer service department, not only did it take weeks going back and forth with emails after all that time they said finally nothing is wrong with my item from the manufacturing and so they don't want to help me. I find it disgusting how a big company like Zara doesn't want to help their customers.

Sir, I have purchased one shirt from ZARA on 7 April 2017 from its showroom situated in jaipur. World trade park (Rajasthan ) india and ask them for a duplicate copy but they refused to give i had the payment from my debit card .
Now i had lost the bill and want to exchange the size of the shirt
By mistake i take the size small but i want the size M so help me out please that shirt of size S will be of no use for me .
Your faithful
Vaibhav jain.

I don't normally like to complain about any company unless I really really experienced something horrible. I'm the person who doesn't like hassle and just say " Let it go, Let it go"
But this I couldn't, and I believe as a customer we deserve better.
This isn't the first time that this happened. I sent my item back to Zara for a refund. Now I know about the whole 14 days your money will get refunded. But after 14 days I emailed Zara asking, why isn't my refund processed? So they say one of our agents will look into it. Another week passed, I asked where is my refund. They ask me for tracking number, which shows it had arrived. Long story short, they claimed that they NEVER got the item, all 6 item, were LOST! Even though the tracking shows it had ARRIVED. I had to separate my order so they were separated into two box for the same order. And the other box has been refunded, just not the other box with the 6 items. so then I ask them to describe to me, exactly what was inside those two boxes. Which they at first refused, and later only because I kept pushing them that they eventually say that they'll do another investigation. Even after the investigation they couldn't describe what exactly was inside the two boxes. Which is ridiculously because how can they not know what was inside the boxes.
Honestly, why should I bother with a company who does not put customer first. Which Zara clearly doesn't care for customer service at all. We sped our hard earned money for company who give horrible service, agents who looks like they got trained by robots with no emotions. I truly had enough, and I will be #boycottZara

I bought a short and a pair of shoes from the City centre maadi branch on the 7th of April, so the shoes had a metal accessories that when I tried it when I got back home was literally ringing while I was walking so I went to the branch to take another pair instead, the guy back there told me that he cannot change as it's not in the same condition and to me it was pretty the exact condition as the rest in the store. i also sent an email to the zara egypt customer service and i got no reply which is really unprofessional and unacceptable. So I want to change it with another because no way am wearing a ringing shoes

I went to Zara just to check what they had. I was shopping and decided to take a look at Zara products and found really nice looking shirt.
I took it and tried it on, but unfortunately it did not look like I expected so I decided not to buy it.
When I was just about to leave the store one of Zara employees came to me and said that shirt (that I was trying on) was dirty! Yes, there was a lipstick stain which I did not notice, but I had nothing to do with that. But Zara employee was pushy and rude and insisted that was my lipstick.
I want to mention that day I had no lipstick on and she saw that, but still claimed it was my fault. Everything she said made no sense, but she tried to make me buy the shirt. I refused and when I was leaving I heard her say nasty stings about me! I will not buy from Zara again! Their service is beyond terrible!

The manager on duty and the Security hard in Memorial city mall Houston both need customer service training. On 03/28/2017 they both were talking about how customers would go to another store stole and return their when I was at the the counter doing an exchange, I was extremely hurt because I have been a buying customer at Zara for a very long time. There is no need for me to stole and return I can afford whatever I want . I would greatly appreciate if someone above her in the Ranger training to get her some help in customer service. The cashier was also not very nice but I also think the manager on dutytalking about customers, energy affected her . The cashier operator ID number is [protected] or 369935. This all took place @ 03/28/2027 @9:05pm.

Today while shopping at Zara Del Amo Fashion Center in Torrance California with my children i was confronted by stire manager Jessica. Jessica saw me with my two young toddlers trying a skirt over my pants. Jessica then discourdliously said that I was not allowed to do this, and I understand this is the policy; however, as Jessica turned her back she continued to give me a dirty look. Her displeasure with me inside of Zara made me feel extremely uncomfortable. As a mother of two young girls I felt as if a bully was standing over me and that is what she was. I could tell that as she walked away she started speaking into her headset to the other employees. I know this is true because as I stood in line the other employees stared at me like a criminal. A store manager should not behave in such a manner because when I asked for the manager she confindently stated she was that manager, as if she believed that there are no repercussions for her actions. I hope Jessica, the bully, does not get away with this as I am afraid I am not the only mother, the only person, being judged over those headsets. Please contact me about this matter through email [protected]@gmail.com [protected]

Had an item to exchange at Zara, what is up with Zara's return policy? You bring an item back with the receipt and the tag & they will do nothing to accommodate you. It has only been 3 days after the 30-day return policy expired, but I couldn't even at least get a store credit? They treat you like a disease, they don't care about their customers at all. Nobody thinks about how valued you are as a customer, nothing. Even when you get in touch with customer service, they just repeat the same thing about their strict policy. Aren't we the customers that make Zara who they are? They really need to fix this policy of theirs if they want to keep their customers, just like H&M or Gap.

I went in to square one Zara store in Mississauga and i was looking for one of those corset belts. I asked one of he employees if they could help and they said that I needed to go to the fitting room and ask because they carry them in the front of the store, which I found but went anyway. I asked the young lady I'm looking for a black corset belt, she moaned and said she needed a reference number, so I had to search on my phone just to find the belt. When I did she looked on her device and said she will get it after waiting 10 mins she's said its coming another 10 mins and I'm getting worried to why the belt hasn't come. Another man walks in and ask what is happening and the lady says that I'm waiting for the belt. He then says how many in stock and she goes 2 and then I knew myself as I've worked in retail before that usually means your don't have any or that it would be hard to find. Hen I'm very angry at this point, my time was wasted for an item I was told I would get but didn't. I explained to the man that I waited here for 20mins and now one told me. He that moans at me saying I'm he manager and that no one would know about the stock. All my years working in retail have I never heard that no one single employee would not know about how much stock is listed and what the situation is when there is only a few left. He manager was so rude to me saying that it's not the girls fault and that I should have asked the people in the front of the store which I did and was referred to the fitting room. I'm the customer, I should have been put first. They should have apologized to me saying we are sorry for the misunderstanding and that my employee was not aware and we are sorry we made you wait this long. They should have surgested where I may get the belt either online or in another store. But did not care for me and what I wanted. I felt like I was being attached by bother employees and I will not for stand for this behaviour. I will never return to this store.

I was at the Store on Robson street Vancouver March 18 at around 2:30pm. Store had a few people but not overly busy. I saw this beautiful red top sweater kind on the mannequin in the window display. My girlfriend and I scout the whole store but couldn't find it. Every time we approached a sales associate she would walk by very quickly. No time to ask for anything. Not a single customer service offered any help. Finally we see this gentlemen I would say mid 20's hair sleek back with gel wearing body tight vest suit type of clothing, I think wearing glasses. We asked him where that red top was and he simply pointed to 1 directions in a area that we had already looked and simply walked away.
No acknowledgement whatsoever.
We never found the top that was actually advertised in the window display.
I will never go back there.
It was the worst shopping experience ever.
Zara don't want my money it's ok I'll shop elsewhere and I will tell all my friends.

It is my second time around that i am so disappointed with zara's customer service, both equivalently the store and the online site.Lack of cooperation between both parties.

Needed to exchange the size of kid's jacket that i bought from online store, however i have to admit i was few days over the 30 days time frame for refunds, because i personally managed to find a larger size in the store, in the meantime. There was no need to return the item entirely but i needed a larger size that the online store didn't have in the first place /or didn't even bother to look for it...No way anyone would help out, the store can't do a thing without site's approval, the site doesn't really care what you do with it ...But you can't do anything with it. Unlike other brands (Ie. Abercrombie -dedicated to their clientele), zara has such poor customer service and this is not an isolated incident i went through.

Although i liked the fashion that zara carries i wonder how it is going to sell without clients. The only thing i enjoyed in this situation was the music while on 20 min hold at zara.com in wait for the supervisor. After all, i am stuck with two jackets :-)

My order placed on Dec 26, 2016 for two pairs of boots. Products didnt delievered til Jan17, 2017. Returned two pairs of boots the next day through Canadapost as its free return for Zara. Only received a refund for one pair of boots (the cheaper one). Contaced Zara customers service, opened a case for me and stated trying to track my boots; then I received an email from Zara stated no refund, no explaination. Contacted Zara customers service the second time, the person stated there was no boots in the box?!?! I returned both items. Their staff could have taken my returned item home and not refunding it. Who would send an empty box without shoe in it?! If I was crazy, I am sure the staff in Canada post are not. Ridiculous!Never buy at Zara again. Horrible!

Zara is a horrible store, and I will never buy anything from them again. First of all I want to say that quality of their item is very poor and in my opinion everything is overpriced!
I bought a dress from them and did not like it. It looked really poor and cheap, so I contacted Zara and tried to return the dress and they said that they don't accept any returns!
Then I contacted their head office and they said that in my case there was nothing they could do! So they literally said that if a customer is not satisfied with his purchase then no one will care about that. These people should be out of business for not respecting their own customers!