Zara.com
Reviews and Complaints

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

Good Evening,

I am writing to an issue a complaint about your Zara store located on 50 Bloor Street West. I went into this store on Thursday, January 5th, 2017 at around 7:35 p.m. At 7:50 p.m. I went to the fitting room area to try on two identical shirts (one in small, one in medium). When I got to the fitting room, there was a sales girl working there who looked confused, and hesitantly told me they were closing the fitting room (as if she was deciding whether or not to let me through onto the fitting room), even thought it was 7:50 p.m. and the store closes at 8:00 p.m. And there was absolutely no line-up. I kindly and patiently told her that it was 7:50, and that I had two identical items (same shirt, two sizes S and M), and that it would take me a couple mins to quickly try them on.

She asked a saleman who was passing by the fitting room (perhaps he's more in charge than her, and had the authority), if I could use the fitting room. He abruptly and very condescendingly with minimal eye contact and with zero regard to anything resembling good customer service told me the fitting rooms are closed. I kindly told him that the store closes at 8 p.m. and it's only 7:50 p.m. and that I have 2 identical items (S and M), and that it would take me less than 2 mins to figure out if the top fits. His response filled with a continued rude and condescending tone was "well, I have to cash out people in line". I am unsure what the correlation between him cashing out people in line (that he is not even attending to) has to do with him allowing me to go into a fitting room to try on a top for a couple mins has to do with anything As 1) there clearly were other cashiers cashing people out 2) There was already a sales associate at the fitting room hanging up an extremely small amount of clothes that could be of assistance. So technically, nor was he needed either in the fitting room area nor the cashier area, and in fact he was heading to the storage area (so clearly my simple request was not directly affecting his super important task of cashing people out that other cashiers were doing).

I kindly told him that it is 7:50 p.m. and I would be out by 7:52 p.m., which is still far beyond the time the store closes. But again, in his continuous rude, arrogant and condescending manner, without even looking at me, he stomps away into the back room, muttering "you have 30 days for exchange or refund".

This was extremely horrible customer service. I've been a frequent, and loyal customer to Zara, and have frequented a lot of different Zaras in the greater toronto area, and have never received such poor treatment.

In fact, I frequently attend the Zara in the Eaton Center, and I've never witnessed or experiencing them turning paying customers away from fitting rooms. Allowing people to try on clothes up to the store closing. Even more notable stores such as Aritzia, Marciano/Guess and Club Monaco even patiently wait for customers to finish up in changing rooms past store closing, and let customers try on clothes even a minute before the stores closes.

And really I understand if it was 7:59 or 8:00, or if there was some huge line up and more customers couldn't be accommodated. But, it was 1) 7:50 p.m. 2) there was a zero line-up of customers at the fitting room 3) plenty of fitting rooms were available in plain sight, with even couple customers still being in there.

And even if a store decides they would like to turn paying customers away well before closing time, it is important to be courteous and respectful in the relay of information. Even if it is this store's policy to close fitting rooms at 7:45 p.m.-7:50 p.m. (well beyond closing time) and make zero exceptions to this rule (which again is contrary to other popular stores such as Aritzia, Club Monaco, Marciano, and even to other Zara's themselves), then at least the sales person should have the decency to be respectful, patient and courteous, instead of completely arrogant, rude, condescending and disrespectfully walk off in a huff.

This is my first time ever having to write to you guys, and I really hope its the last, because I've experienced overall good customer service at Zara, especially the Zara at the Eaton Center. But this experience was so terrible, and this sale man was so awful, that this had to be written, and hopefully this sales man can grow as both a worker and person enough to learn that is NOT OK to treat people like that.

I believe there were only two males working this evening at this store. One was responsible for folding clothes, young with brown hair. It wasn't him. The other one was wearing a white shirt and dealing with the fitting room/back and apparently the all encompassing task of "cashing people out".

I used to shop mainly at Club Monaco and Artizia, until my friend introduced me to Zara, and I became a more frequent customer. But, I will never return this location again, and will definitely stick to Club Monaco and Artizia in the area if I am in Yorkville. So, it does go to show the importance of good customer service. Hopefully you will improve your customer service policies at this store, and re-train your staff to treat everyone kindly and equally.

Thank you for your time and consideration on the matter.

Hi there,

I am writing this letter in regards to the New Zealand ZARA store.

This incident happened on the 31st of the december, 2016, at 3:40 pm. My husband and I went to Zara Sylvia Park store as usual for our last minute purchases for the new years eve.
The store was not so busy at all and I must say the floor staff was extremely helpful to choose clothes and sizes for my husband and one of our friend. After considering the options we had, we went to the counter to pay.

My husband bought a red bow to match with my dress that day but we were unsure that it will not suite with the whole outfit, nevertheless we decided to buy it but we just wanted to make sure if it does not look appropriate, will we able to exchange it for something we like.

Gaston was serving us on the counter and upon asking this question, he offensively replied "we don't do exchanges on the accessories". I as any other customer explained him the situation and said we can always return it next day as we were not able to drive home from Sylvia Park and come back around that time of the day. Now he aggressively replied and said WE DONT DO EXCHANGES ON THE BOWS AND READ THIS T's&C's IF YOU CAN'T UNDERSTAND (because we are Indian and may be as per his knowledge we dont speak/understand good english as many others do) by pointing his finger to the paper stand next to the counter.

By now due to this attitude, I was already feeling insulted in front many customers who were behind and around this store. I stood patiently with my husband and read the Ts & Cs and told him that no where on the Ts & Cs it was mentioned that ZARA do not exchange accessories or bows, instead two items I clearly remember were underwear & earrings. I politely told him can you please check again with your manager or seniors as it doesn't say the same what you're saying. I was so shocked to see that he went to his colleague and manager about 1.5 meters away from where we were standing on the other side of the counter and asked the same question. Both of them instantly said yes we do exchange the bows and accessories and he kept arguing with them for few more minutes. Upon knowing this from his colleagues, he had already lost his mind and came back with frustrated face and said yes we can do exchange. For this one moment I was really pissed and said "it would have been better if you could have spoken to them before and behaved with us with li'l better attitude", Can I please speak to a manager or have a complaint form". The other lady from the counter and told me please do not take it out on my colleague and I was like I am just talking and not yelling or getting angry and these staffs are still behaving like this to me. I said to the lady its fine and she told me as we know this time of the year everyone's busy. Please co-operate.

Honestly I had lost the respect for Zara's staff by now and was quietly waiting for Gaston to complete the billing and pay money and leave the store asap as neither the manager nor other staff paid attention to this whole incident and did not even look apologetic. Now to our surprise, Gaston had charged us full price(approx $35) instead of the discounted price($25.90) of the bow which had the red sticker on it which was brought to my attention by my husband. I looked at the receipt and after checking it, directly spoke with Gaston that hey man, you have charged us incorrectly can you please re-look at this. Oh my god, this was the worst thing that ever happened to me in a store in my whole life, HE THREW THE RECEIPT ON MY FACE AND LEFT THE COUNTER AND WENT TO THE BACK OF THE STORE. The other lady came just after finishing up serving a customer and handling the queue and asked me what happened and I repeated the same that we were charged incorrectly. She said sorry for Gaston's attitude and called store manager to confirm the refund. She also said that he has little less patience than anyone in the store. Now this time the store manager comes to the counter and talks to the lady. I am thinking that oh my god what kind of people and customer service ethics this store and brand has. No one first of all paid attention and was apologetic and on top of this even though I asked I wanted to speak with store manager, I was being told that he is busy and handed me over the feedback form.

Now that the manager was next to me I said I would like to speak with you to him. I was so red and shaking, my husband was constantly asking me to leave the store even though it wasn't our fault. I have worked in retail for over 5 years and have done all kind of casual to corporate jobs, shopped from the best brands around the world but never felt this disgusting and insulted because of my race. Even though he was there next to the whole incident, I told about my complaint and the whole situation and asked him if he could take necessary actions. First he said, even he was shocked to see this attitude from his employee and would never accept this type of behaviour, but unfortunately he can not do anything. I said I would like to take this further and would like to speak with regional manager and or someone he is reporting to and he said we report to Spain HQ. He asked me to fill out this paper form.

Having an unexpected evening on new years eve, I was totally into pieces and shame in front of my friend and many other customers that knew me as I work in the same mall at ANZ Bank. I was unsure what would happen to that paper feedback form and decided to write an email instead. I have completely removed ZARA NZ from my shopping list and will file an official complaint with consumer court as this is the only option I will be left with if no appropriate response or action being taken. It is no more than 6 days since this happened and I expect ZARA to check the recordings of the cctv footage and take necessary action and keep me also informed of the actions taken.

I look forward to your response.

Best,
Radhika Nagori

Name: Radhika Nagori
Date of the incident: 31/12/2016
Time: 15:48 pm
Transaction ID: 12296

I am writing with regards to a complaint I wish to make involving the Zara Store in Windsor, Berkshire. There are 3 elements to this complaint.
Having lived in Windsor for many years and therefore having frequented this shop on a number of occasions, I am always amazed at how poor the customer service has been and continues to be despite Zara's global size.

Each time I have gone into the store, it is generally with a niggling feeling that if I am to like something and proceed to purchase, then how long and how good will the service behind the counter be.. and on 8 out of 10 occasions, I am proved right.
The sales assistants including the Manager, never seem to speed things along despite there always being long queues which are not only reserved for Christmas or times of Sale.
On occasion, I have noted that other members of Zara staff who are not on duty but using their downtime to make purchases, will stand endlessly engaged in long conversations with their colleagues behind the till whilst the customer queue builds and builds.
On may occasions, despite there being 3 tills available, only one is ever in operation and two assistants standing at the same till!

The final straw has landed today. It is 29-12-16 and I, like many, are returning items of clothing that were gifted to a younger member of my family. The gift was not suitable and neither did my niece want to exchange the items for anything else in Zara.
So I paid her the cash equivalent and went to Zara to return the goods with my Debit/Credit card receipt intact.
Having waited (as per usual)the 20-30 mins in the queue, I finally reached the one till that was in operation (by two obligatory assistants)and was told that without the Gift Receipt, my original receipt, the one with the final four digits of the card, the amount, and with the goods, I would not be entitled to a refund. Worse still, the manager offered me no alternative. She (reference number 4880) stuffed the clothes back in the bag and told me there was nothing that could be done.

As you can imagine and appreciate, I was appalled by this service. I explained that I had the receipt and the clothes and that the gift receipt was with my niece who lived nearly 60 miles away.
Still, the manager explained, there's nothing that could be done and said she had to carry on serving other customers...

Having worked in retail myself for 3 years, I couldn't believe this service. At the very least, I would have expected and settled for a credit note, and learnt a valuable lesson that in future Zara would never offer a refund without two pieces of paper- I am sure if I went into a similar size retail organisation, they would not have been so limited in their customer service.

I would like to add however, that when I reached home and called the customer care line, I was fortunate enough to speak to a lovely young lady who listened patiently whilst I ranted (understandably) about the service i had received. Preeti built a case note and then attended to the situation immediately and called me back within the hour to offer resolution to the matter. This member of staff is a credit to Zara.

Please note that Zara is a popular retail company. However, it must not be so complacent in its customer service in the store, it must not be so limited in it's requirements for refund (I had the goods, I had the receipt, I was even prepared to show my ID ), and it must improve the speed and efficiency with which it deals with customers in store.

Recently ordered an items with express shipping fee just for me to get out of a hassle traffic at the store. Received a package with security pin attached to the clothes. Called customer service demanding money back on shipping fee ($8.95). Because now I have to travel to the store to get it removed. Zara denied stating that they do not offer this kind of incidence. Told them my situtation and all they said was sorry. This is ridiculous. I live far from the store and now I have spend extra more money and time to travel to the store. Zara should have put a warning sign that “IF you receive an order with security pin attached, it is your responsibility and will not repay back shipping fee”, then I will understand. Even though they admit it is Zara fault, they won’t do anything for customers.

I have made an online order with Zara and paid extra money for fast shipping and was supposed to get my order within 5 days! My order did not arrive and three weeks already passed. When I contacted customer service for the first time they said they'll find out what went wrong. Then they ignored me for over two weeks, and last week I finally got a response. They said that my order was sent to the wrong address and I was promised a refund. Seems like another scam. I will never order anything from this terrible company again, I'm absolutely disgusted with their low quality service!