Zara.com
Reviews and Complaints

I am upset and disappointed at the ill treatment I received at the Zara Yorkdale store in Toronto when I went to exchange a pair of ankle boots that ripped after two wears. I am even more disturbed at the treatment I received from two managers at that location as well as the customer service representatives at Zara Care. I emailed and called the customer care when I was mistreated at the Zara store on February 17, 2017 and received no follow up until I began to reach out to them via social media. It took Zara Care over a week to resolve my matter when it was very obvious that the boots were a manufacture defect. I had to call, email and tweet to receive any updates and only yesterday after I contacted them via telephone did I find out the resolution.

This so called resolution is disgraceful. I am offended that it took this long to rectify my matter and insulted at the resolution. I was told that I could exchange or refund the boots at the Zara store where I purchased them, as long as it is within the one month purchase. I purchased the boots on February 3, 2017, they ripped within the week and I brought them back to the store on February 17, 2017 with proof of purchase. On March 1, 2017 I was told that I have until March 3, 2017 to make the exchange or return. How is this in any way convenient for me? I have to go back to the store where two managers insulted me and I have only today and tomorrow to do this. Why am I being punished for their team’s inefficiency? I asked repeatedly to have new boots sent to my home as I do not feel that I should waste any more of my time, energy and money on this matter. Once I receive the new boots I will gladly return the defected pair via post. I have shown proof of purchase and never wanted a refund. But the ZARA team has done nothing to provide customer service or resolve the matter so that I, the customer, am satisfied. I do not think I am asking for much, simply to be treated fairly, like a human and customer who spends thousands of dollars at their stores. ZARA is not taking into consideration the inconvenience they are causing me, on top of selling me a defected product, but now I must take time off of work or ask a family member to attend to this matter so that I do not lose my hard earned money. I am a customer and should be treated with respect.

The manger I spoke with yesterday evening from customer service was reading off a script and repeated that he understood my issues but could not do anything about it. How is this effective customer care resolution? I only have until Friday March 3, 2017 to make the exchange or refund and that;s it. He indicated that Zara cannot offer me any form of compensation for the horrible service and treatment I received and no extension on the time frame to return the defected boots. How does a MULTI-BILLION dollar company not have better customer service? I spend thousands of dollars at ZARA every year and this is the treatment I receive when one of ZARAs products comes out faulty? Why is ZARA not held accountable for poor quality control and their employees not held accountable for disgraceful customer service? Why am I punished for purchasing it? Why am I not compensated for this? How is this fair? Additionally, that manger would not provide me with the name of his superior or the information for Head Office to lodge a complaint. He began to rush me off the phone and would laugh at the issues I raised.

I bought 3 shirts from this new company. One of them after I washed it, on gentle, cold water, hung to dry, was so not what I bought. I sent the company pictures which it was obvious the fraying and how the area of the embroidery was impossible to iron it, so it was so wrinkled. I got a NO to refunding my money. I was so annoyed at their practices. I am an on line shopper at all quality sites. I've never ever had such a COLD, not caring, not hearing or seeing product, as it showed and a response of NO! Bought in February and brought to attention before the month was up. They ont it o solve my problem. They took no responsibility for their shoddy cotton. Just said NO RETURN, NO CREDIT. Appalled!

I bought a dress from Zara in Dec 2016. It got shrunk after 1 wash. I was very upset because that's the length I like. I brought back to Zara this is what I experienced:

1. They told me you need a steam iron to wear this clothes. I got shocked to learn that Zara expects customer to own a steam iron before wearing the dress!
2. They refused to refund since I don't have receipt, I told them I don't return for wrong size, it was your goods defect nothing to do with proof of purchase. Later I found out it was due to their reluctance to search the receipt themselves. However an established clothing empire like Zara, they should able to trace with some keywords using dress code?!
3. They also given excuse of no refund since the goods was 1 month old. I told them this has nothing to do with length of purchase, it's a defect! You expect me to wear the dress in specific time? I find Zara lack of common sense issue.

They finally accepted refund with all facts given above.I got my money back but Zara has already upset the customer as Zara is clearly trying to run away from responsibility.

My daughter and I spent the day shopping at Beachwood Mall near Cleveland on 2/19/17. She worked two evenings babysitting to earn money knowing there was a Zara at that particular mall. We drove 4 hours from Cincinnati to visit my older daughter who attends Kent State. My daughter spent her $50 on a pair of jeans and wore them to school two days later. Within the first 30 min she texted me to say the entire back of the jeans had torn and needed another pair of pants.
I called both the store manager and customer service and offered to pay shipping to ship the jeans back to the store to have a credit, gift card or another pair of jeans sent . I was told by both that my only option was to make a 8 hour trip(4 hrs up/4 hrs home) to exchange the jeans in the store! When I asked to speak to a manager through the customer service line I was told they were on vacation for a week . I asked if someone was filling in and was told ' we are a small office and can take care of ourselves' !
I am furious that my daughter is out her $50 and more so that this is the second time a pair of your jeans ripped for my girls after the first wear. I can not believe your company would not make an exception to accommodate a customer who is being reasonable and simply needs a replacement after your products obviously are made poorly!

Today I went to your store and bought a pair of shoes for my boyfriend we didn't even walk out of the store whenbwe notices one of the shoelaces torn . So we went back up stairs and told the same sales associate he didn't know how to take care of the problem so he called the manager so she came to see what was the problem right when she got there she was already with a bad attitude she didn't even let me say much so she went and got me a pair of shoe laces that were totally different from the shoe so I told her I didn't want them so she just kept going on and on that the shoes were already worn when we bought them not even 10 minutes ago they were already dirty but we decided to buy them like that . So my point is that I will never again shop at the Scottsdale Arizona Fashion Mall due to your manager that does not belong there I did not ask her name she looked kind of oriental. If you need more information my # is [protected] I will be more than welcome to explain details with you my name is Maria NAVA.

I wore a pair of brand new jeans from zara once, tried them back on and they completed ripped down the leg. Brought them back into the store, and they told me I couldn't return them without a recipe (i got them as a gift and don't have the receipt). They said i needed to go to customer service in order to deal with this. They are such a pain. Not happy. I would like someone to contact me.

On February 3/17 I ordered a pair of denim jeans from Zara online. The Zara box was tossed onto my doorstep on February 10/17. Upon opening the box I found that they jeans that were sent to me were NOT the ones that I had ordered. I decided to get to the bottom of the problem and phone Zara customer care directly. As I was waiting for a 'person' to take my call I noticed that the jeans I ordered and the jeans I received had the same product name?! Finally, I was able to talk to a young woman and told her what had occurred and that I would like a new pair of the "correct" jeans sent to me. I was told that I had to print off the return product code page and a separate shipping label. Once I had done I could phone them with the Canada Post tracking number and then they would send me out the correct pair I had originally ordered. She asked me to read off a bar code number on a tag that was sewn to the jeans. Then she asked me to read off the bar code number tag that on the price tag label attached to the jeans by a cord. Wouldn't you know it those numbers DIDN'T match...Zara's screw-up! I proceeded to ask her to put a hold on the pants I originally ordered in case my size runs out and send them out to me asap as it was THEIR SCREW-UP! I was told 'NOPE' we don't do that. I have to send the package back, call them with the tracking number and they will send out a pair of the jeans I originally wanted...express of course! WTF! As the post office by the time I got the "wrong jeans" I mailed them off first thing this morning. I called them, as I was asked, to let them know the tracking number(? they already have it!) and to verify that the new jeans will be shipped express. The first person I talked to was a young man. I briefly told him what happened, what I was told to do and that he is to send me the jeans I ALREADY PAID FOR! He put me on hold for a minute of so then came back and told me that Canada Post doesn't have that tracking number registered...WTF! By now I'm turning green and my muscles are growing exponentially! I have bought many items online over the years, so I know the difference between a great customer service rep. (ShopBop & A/E) that will work with you and do anything to keep you as a client and a #### customer service rep. that doesn't give a crap...*cough ZARA! I get off the phone and personally check my tracking number with Canada Post. Well...would you look at that less than one minute separates Zara NOT having the number and me seeing that the Zara box is "in transit"! Again... WTF?! I call Zara back and now I pissed and packin' (new C. Rep which I do feel badly about) and I unload in no minced words what has happened over that past 24 hours ...esp. 3 minutes...AND IT'S ALL ZARA'S FAULT! She quickly put me on hold...quickly came back and said that the package is indeed in shipment to them and her manager will personally oversee the picking and packaging of my jeans...sent EXPRESS to my of course. I ended the convo with the young lady by stating if I don't receive the jeans I ordered this next time...be PREPARED!

I'm absolutely disappointed with Zara and I will never come back to that terrible store! I went to our local Zara shop and found a lovely dress and decided to buy it. But unfortunately dress was expensive and I didn't have that much money with me. So I went to the counter and asked them to keep the dress and promised I'll be back within 30-45 minutes to buy it. They said "sure, no problem" but when I came back dress was already sold! They said that they didn't think that I'll actually come back for it so they sold it to someone else. Are you kidding me? They said they were sorry, but who needs their sorry! I'm shocked! You disappointed me a lot Zara, your service is nasty and pathetic! I'm done with this store!

I am a regular shopper at the Zara in Cross County Yonkers, Ny, but after these last past 3 vists/experiences I am highly upset and uncomfortable to step a foot back in there again. The man/security guard in the photo attached has been following through out the store on 1/26/17, 1/28/17 and today 2/4/17. Today it was so bad that I had to speak to the manager on duty about it. She failed to resolve the issue. I have a video of him on my phone following me. The store would be doing great business but he insists on following me. Even when I went down to the men's department just to see if he would follow and he did, and that's when I took the photo. This security guard makes me feel unsafe and very uncomfortable. Something must be done or else I am going to file an additional grievance report regarding this issue.

I purchased appx. $350 worth of clothes on December 17th.
After Christmas the sizes were incorrect for my kids and they wanted to exchange it. So we went to the Zara store in Garden State Mall in Paramus New Jersey on Jan 7th. We stood in line for 20 minutes to get a store credit. The manager there at the time said they were out of credit vouchers and cannot give us any. So I said I have the original receipt at home but kids want to buy something so I just want store credit. She couldn't give it and said to come back with original to get refund!
Next Saturday on Jan 14th I took the kids and we picked up stuff that they wanted and stood in line again for 15-20 minutes to exchange. Now the exchange stuff was not equivalent to the original purchase and again the manager said she had no credit vouchers so the exchange had to be exact or more or we would lose the money! So we did not want anything else and did not do the exchange. At this point I was frustrated!
So on Tuesday Jan 24th, I went to the store again with my original receipt and said I want a refund. The cashier said we cant issue refund because now I was past 30 days policy! When I asked to speak with the manager and told her my last 2 weeks visit to their store - she said I can give you credit I have one last voucher that I can give you! Another lady next to me wanted credit as well and she was told there are no more credit vouchers!
This was done on purpose so we spend more money and store doesn't loose sales.
These unethical business tactics have cost Zara a good customer!
Sorry for your loss.

Hi Team
Good Morning, Um sorry for bothering you but on 17/01/2017 I purchased clothes from Zara outlet in Ambience Mall, Gurgaon worth INR 6470 and they handed clothes in polythene bag which did not have hold option I mean it was something you can't hang it in ur hand, I told them it will fall down its not easy to carry as I hv my bike so gimme hanging bag but they refused then I carried bag By placing it on lap somehow while driving bike due to which it fell down from over bridge pool and I lost my purchased clothes and house keys placed in that bag and it was really annoying n grievance for me as I lost ma clothes due to this carelessness n foolishness of Zara outlet . pls find the details as per that bill -
TIN: [protected]
I do not know wats dis mentioned in bill -1479 S [protected]
Trans: 111157
CIN : U74900HR2009FTC043768
Bar code no - 6600147901072329111157
Now I need my money back pls make sure that they will not do this with any other cx, I am really pissed off with this incident because I wanted to gift those clothes to ma younger bro and I will escalate this case further on forum and social media if it will not be resolved . Please don't think me impertinent but Zara, s carelessness n behaviour has forced me to take this action .
Pls revert asap .
Regards
Saurav khandelwal
Call me +91- [protected]
Email id - [protected]@gmail.com

My son purchased these distressed jeans online. Prior to wearing, I washed the jeans in warm water and tumble dried. All 4 patches fell out, apparently they were glued in (And poorly done at that). When we contacted zara, the reviewed the case twice and both times determined that I was at fault, apparently the jeans were supposed to be hung up to dry. They're jeans for heaven's sake, not silk shirts! Zara refuses to refund or accept a return. Absolutely no excuse for this sort of poor quality for $50. Customer service was useless in resolving the situation. Will encourage my son and his friends not to purchase from this site or store again.

I bought this legging at one utama shopping mall, zara outlet. When I try to wear it during Christmas and I found out that is a hole in the middle of my legging . I don't have enough time to take back to the zara outlet as I went to Singapore afterward. I only able to make myself free today 16jan2017 to the outlet. But the sales person at the counter refuse to do anything to help me. This legging is cost me around RM129.90 . At first they claim that I don't have receipt I can't do any exchange after that they said I already wash the legging so refuse to help. So, I said if can't exchange at least do something for me to fix it or anything. I am so disappointed with zara after sales service.please advice. Thanks .

I bought grey jeans in December 2016 South Africa ( Sandton City) and after worn once and washed dark blackish of the jeans stained the grey parts of the jeans and now the jeans look cheap and cannot be worn and when i went to the store was told other item stained the jeans and sent proof to the customer service then was told they cannot take it back because there's a disclaimer that "the jeans might fade over time".

Just after Christmas I ordered a winter coat and a few other items from Zara. I had them sent to a neighbor's house c/o because she is home more than I am. I then went away for a holiday break upstate. Zara sent me a confirmation email saying my package was delivered with a tracking number for a company called Laser shipping. The package was said to have been delivered on the Friday. I was still upstate and my neighbor was not home. I followed the tracking link and saw that someone had signed for the package in an illegible signature and then printed my name (misspelled) in brackets. I have credit card receipts of gas purchases and breakfast and lunch stops that put me upstate and my neighbor was volunteering at a church with witnesses that can place her there. She lives alone in her house so I know there was no one else who would have answered the door. Yet Zara says the delivery was made correctly. I never received the package! When I told Percy, the supervisor at the call center that I did not agree with Zara's resolution of the matter or investigation results, he said it was final and refused to give me another name or way I could follow up. He eventually gave me a general email for Zara.com but refused to give a specific person, other than himself, or department I could follow up with. I explained that I could prove I did not receive the package, nor did my neighbor, and pointed out the misspelled name, all fell on deaf ears. I love Zara's product! It is so sad that the company has gone so far astray from their own stated mission of keeping the "customer at the heart of (their) business model". After seeing all of these similar complaints I know there is some kind of internal problem at Zara. Either the drivers are stealing the product or they have some other ethical issues they need to deal with. I have never been treated so poorly, rudely, or dismissively by a company as a customer! I am appalled and very upset. I really wanted the product I had ordered. My winter coat had a broken zipper so I ended up ordering a different coat from Andrew Marc. I would still like the emdoidered denim shirt and palazzo pants but I see the pants are no longer available in my size. I should not be charged for product I never received! If the driver is giving packages to people on the street without identification that is a problem for the company to sort out not one I should have to pay for! My order number is #[protected]. The order was placed on 12/26/16 and is said to have been delivered on 12/30/16. I will state again neither myself nor my neighbor received this package or any product from Zara.

With Frustration,
Terrill Becker

Worst experience with a return. Purchased online 12/26/16, and returned at a Zara store located at 503 Broadway, NY, NY., on 1/2/17. Store would not issue a receipt or refund for the 3 items. Then would not return the items to me, (already paid for online transaction) stating that the return process was initiated. To date no refund. Told will take 24-48 hours for refund .Have called numerous times only to be told same thing. Now they have taken my money, the returned items and I am left with knowing that I will never shop at Zara or Zara online again and that I am out hard earned money. If I could rate them as zero for every aspect of customer service I would.

Last year I brought white super slim fit shirt from mumbai offical store of zara.
Reason my friend's told me zara is best brand to buy white and black but it was really disappointment b'coz shirt quality was soo much poor that in first wash shirt got teard.
I will show you video and image's of shirt.
I request you for replacement of shirt as soon as possible.
Email i'd - [protected]@gmail.com

We bought a black dress, the serial number: 5624/001/800/L from ZARA in Mall of Arabia, Egypt, on the 20th of May, 2016 and we wore it once in November, then we found the material damaged, releasing tiny, white spots all over the dress. We showed it one of the employees at the shop, his name is Mahmoud. Attached here is a picture of the dress.

Waiting your reply, and best regards,

Gehan Heiba
Business Development, Director
GREEN Environment Consultants
Cell Phone : (+[protected] - (+[protected]

i called on January 5 2017 for two orders i placed on your website [protected] and [protected] i spoke to a girl from customer service and she said she will open two ticket to fix the issued with my order and that i will be contact with in 24 hours i said ok the items were still available online to order,

i waited until January 6 2017 for the 24 hour period when online and chatted with a customer service rep and said that my order was still under review fine,

today January 7 2017 i chatted again with someone and they said the same thing my order is still under review, but now the items are not available my issue is that i want the items not the money that was the reason why i when to there website and placed the order to get what i paid for, its not my fault that UPS don't get instructions from ZARA.com to not leave packages if the customer is not home, specially on the front door of a apartment building in NYC,

My problem is if the first or the second customer service rep had told me it was going to take until January 9 like that one i chatted today i would had placed the order again and paid for it and still get the items i wanted until Zara.com resolves the issue with my other orders, not give me faults information, the first rep said it will take 24 hours not until January 9 thats 96 hours, now i go online to placed an order for the items because i know they are on sale and they can get sold out and guess what they are so they are no longer available, CUSTOMER SERVICE SUCKS, very very bad Customer Service

Now i have to wait for zara.com to contact me if they will i am not sure but i will call on Monday to plain because as a customer the issue had to be me sold ASAP as they now i ordered the items i wanted and because the fault or UPS i was not able to have them, and Because the customer service information is inadequate,

so now i know i won't order anything online from zara.com ever again because they don't take there customers satisfaction very seriously like they say BAD CUSTOMER SERVICE