Zara.com
Reviews and Complaints

I tried making a return on the zara website over a couple of days. I couln't reach my zara account for some reason so I couldn't make the return in time (30 days policy). Two days (after those 30 days) I contacted the service center. My account was working again but I couldn't make a request for returning my order. I reached out to customer service so many times explaining that I wanted to make the return within those 30 days but simply couldn't. It didn't enter my mind to reach out to customer service sooner because I just moved and thought my internet just wasn't working properly yet. I asked multiple times to speak to speak to a supervisor or the deparment in charge and was declined every single time. The answer was that they couldn't accept my return anymore and that there is nothing they can do for me. To me that is not okay!

I placed an order through zara turkey which was not my first time, the order was placed back mid may and until today I only received a few things and they won't refund the rest of the items for 3 months now, since end of may the opened an investigation and never follow up with, I keep texting them every week and they give me the same reply that I will received my refund in few days but never.

I contacted the online chat team as I had processed a return of several items from different orders. The return comprised of 3x parcels. I was sent 1 Inpost QR code. Knowing Inpost only accept 1 parcel per locker, I queried why I hadn’t been sent 3 QR codes, but was assured the code would open 3 lockers. It didn’t! I then asked for a Hermes collection, but was sent a QR code for Hermes drop off. Again I queried if it would work for 3 boxes and again I was assure it would. It didn’t ! So, the helpful staff at the drop point assisted me in tapping all three boxes together. Zara said they had received the return, but didn’t refund 3x items amounting to £115.98. They said they hadn’t received them and basically told me their decision was final and that was that! Obviously I want to take the matter further. I paid Zara for the return shipping. My Hermes tracking said the shipment reached its destination. I did send all the items. What more do you need? You have basically stolen my money!

case ID [protected].

I purchased a skirt for £32.99 on order number [protected], and returned it to Windsor. I then notice they have refunded £17.99 back to my account against order number [protected]. (another order i had placed in the meantime) This is not only the wrong price, but the wrong order alltogether.

After going back and forwards for 4 days with customer service that kept asking the same questions and not listening to me, they are now saying that the skirt i returned was past the 30 days and they refunded it against a different order.

I was not made aware that it was past the 30 days or i would have kept the skirt! Shocking communication and now i am out of pocket.

Monday-Thurday back and forward with 'customer service' and still not resolved. This is very stressful!

Please help!

Can’t be bothered to write this all again as I repeated myself 100 times in Zara website. Owed £49.99. Pure lies saying it was paid here and there, saw statements and saw I didn’t receive any funds.

Invoices are pointless pieces of paper that do not say anything. The worst customer service I’ve dealt with. The chat no support team are trained to treat you like crap and be ignorant so that you have no chance of getting money back. Vile Crettins the lot of them

I went into Zara in freehold mall today with my two daughters. They each had a bunch of items to try on that I would be paying for. My one daughter texted me from the dressing room that she wanted me to see a dress she found. I walked in and was automatically yelled at by an employee that if i wasn't trying on something that i couldn't take a peek at my daughter and give her my opinion of the dress she wasn't sure of. The young lady then proceeded to tell me that my daughter could walk out of the dressing room to show it to me with dozens of people in the direct vicinity (I for one would not have been happy if she came out wearing it). I replied that i thought their policy was ridiculous. I was so turned off by the way the young lady spoke to me that i didn't even look at the dress and told her no and then walked out. While i waited for the manager to give me the number to corporate both of my daughters heard employees (in two separate locations) In your store bad mouthing me for what i had said. My other daughter had found two dresses that she wanted but i refused to pay for them and walked out of the store. If this is your policy, there should be a clear sign at the entrance to your dressing room that you discriminate. What about a mother and her child? What about a handicap person and their aid? What about an adult with special needs? This policy is ridiculous and until it changes, I will never shop in your store again. As a side note, you should also put in your training manual that the employees should wait until the customer leaves the store before they want to talk trash about them. Or is this the kind of people you want representing your company?

I had 3 orders i wanted to return and did so on the app

After doing this Zara sent the Evri barcode information for 2 parcels as I selected fits in 2 boxes

I have then sent this off as I usually do to my parcel shop - 2 weeks went by and noticed nothing was refunded so checked the status on my app and it says collected by courier, i then clicked on the tracking links and can see a courier had collected the items but no update since

Anyway i contacted Zara via WhatsApp and they were asking me about my receipt of when I sent the parcels back - ofcourse I had it but i didn't understand why they couldn't just see the tracking links they provided.

They proceeded to say it hasn't arrived at their warehouse so could not get a refund in which I replied chase up with the courier as Iv done what I can and continued to say they could not help.

I have shopped with Zara for years so I'm very disappointed in this as now i am out of pocket and also don't have the items and Zara haven't been helpful in one bit to open up a query with Evri about this

I made a purchase at the 5th Ave Zara store on June 1, 2023. My total purchase was $233. I wanted to return the clothing because it did not fit. Several days later I return to the Zara on 5th Ave to return the clothing and I lost my receipt. I was told that the store could not refund or give me a store credit because I did not have the receipt. My only option was to call customer service for a copy of my receipt. I contacted customer service four times and each time I am told they located my information and will send me the receipt. I provided my credit card info, the QR code on one of the items, the amount of the purchase, date and name. Each time I receive emails that they are unable to locate my receipt. To date I have not received a copy of the receipt so that I may return the clothing.

I have done everything I can over the past six months to get someone to listen to me but I am sick of being ignored. Zara has the worst customer service I have ever experienced. On a trip out of town the weather unexpectedly changed and I went to a nearby mall and made some purchases. Upon getting back to the hotel I realized a few of the Zara items were VERY aloe quality (especially for the price paid) and so I returned them upon arrival home. My DEBIT card had been stolen and replaced by my bank so the original number was different than on the receipt. The sales agent was VERY nice about it but said she needed to get her manager Eli at the Culver City location. When they came to the cash wrap they had zero logic and explained if I did not have the actual card in my hand they could not process the return. I calmly explained the theft issue and this must have happened leaving no possible way for me to have the card. How could they refuse a return. Then what appeared to be Eli’s partner who also worked there started in on me in front of a line of customers telling me I was wrong to expect a refund if I didn’t have the card! I was shocked. Meanwhile the sweet girl helping me looked like she wanted to crawl under the cash wrap and vanish. I left and when I got home attempted to call customer service. I spoke to Pedro who didn’t seem to understand my complaint or issue at all and just minimized it and told me to have a nice day. I found what seemed to be the district manage Maya Aguilar and LinkedIn and sent her an email explaining what happened and asked to talk with her but she refused to communicate. I want others to know so they can avoid spending money at a business like this one.

Between 1.30pm and 1,45pm today, my partner was rudely accosted by one of your staff who told him that he could not enter the store because he was carrying a water bottle and he was rudely told to leave the store. The weather is hot and we are all advised to keep hydrated in this hot weather. When my partner asked why he was being so rude and surely he could carry a small water bottle, your staff member then tried to say that my partner had called him names and shouted at him in front of everyone in the store. This behaviour is unforgivable and my partner deserves a full apology and the staff member should be sacked immediately.

I think that a store with Zara's reputation should not hire people who do not treat customers with politeness which this individual did not. I am sure that your cctv can be accessed to verify the situation.

You can contact me on [protected] and I will provide you with my partner's email and phone number after hearing from you. I believe that this incident is now being circulated on social media.

I am writing about an item I want to return on the above order which on my invoice is reference 0/6840/063. When I went to the store yesterday they said it was more than 30 days and in order to return I needed to call Customer Service to ask for a code. When I called Customer Service this morning they said their system showed that May 2 started the 30 day clock for a return. I told them I did not receive the item until May 7 (the order was two separate shipments) and the envelope states delivery by May 7. The Customer Service person said it was above her level and a manager would call me. Instead of receiving a call from a manager, I received another email today stating I could not return the item.

I need to be able to return this item because it was not delivered to me by May 7 and I am within 30 days of that date. It is not my fault it took so long for the item to be delivered to me. This is completely unacceptable, I am a very good customer at your store and have shopped there alot. Please respond to me immediately and let me know how I can return this item. I can't accept the answer that I am outside the 30 day window because I am not. This item is not the right size for me (Item# 0/6840/63). In addition the invoice was never delivered to my email. I have also included a picture of the envelope showing May 7 delivery date.

On 5/20/23 I placed an online order for my item to be delivered to the store. On 5/24, I received an email stating, that my order would be delivered to the store 5/27or 5/28, no delivery to the store. So I called on 5/28 and spoke with horrible customer service and they stated, someone would call me back in 24/48 hours, never happened. So was again i called customer service and they stated to me, that the item was out of stock and that’s why i didn’t receive my order, so I asked them to cancel the order and refund me back my money. They never refund me back.

I am writing to you to raise an issue about: Online shopping

The issue that I have experienced was: I have made a return for several items from Zara on 20 April. However, I haven't received the refund for one item with the reference number 1255/816 (FAUX LEATHER TRENCH COAT 89.99 GBP). I can confirm that I returned it through the InPost drop off. I also have the return receipt from the InPost. I have two return receipts since I made the return (RETURN NUMBER: [protected]) in 2 boxes, which are Parcel Number: CS0000015741516 and CS0000015741519.

It occurred on: 20/04/2023

I have contacted the customer service via online chat many times ([protected] is my case ID). However, I have been asked to wait more than 3 weeks now. And moreover, when I was chatting online, my conversation just been cut off half way many times, which leads me to answer same questions again and again but never been resolved. I am shock how terrible the online customer service is.

My name is Carol Geraci. Last week I purchased your Sling Back shoe which was delivered also last week. The delivery person left the box in front of my garage, to lazy to walk 10 more feet and leave it by the door.

Well when I backed out of the garage unable to see the package I drove over it breaking the heel. I called the the phone number on the website and was told its not there problem. He told me I would have to call Columbus Trucking.

I never heard of a good name like Zara refusing to help me telling me to go to the Trucking company. Is that really your policy?

Had a delivery sent to my address. Had an email to say confirmed flivery but nothing had been received. Tried every form of contact to try to get this resolved to be given the same response. “ As I have informed you above that the courier has confirmed the delivery of the order to the address” so because the courier has confirmed the delivery they don’t want to bother with helping me! Amazon delivered the parcel but say if there’s any problem then to contact zara but they will not help due to the courier saying it’s been delivered.

I was visiting San Francisco last October. I went in a Zara store looking for a Navy Blue Blazer. They did not have my size but said that they could order it for me and deliver to my home. I agreed. The blazer arrived but did not fit as I anticipated and sought to return it. I called customer service who said that since I paid for it in a store - I needed to physically return it to a store. They said I could not mail it to the store or return to any central return facility. I called numerous times and got not satisfaction.

Last week, I travel to Las Vegas hoping to return the blazer to the store there. I very nice manager tried to help but in vain. He called customer service and got the same run around. I live 3 hours driving from the nearest Zara store.

I am stuck with a blazer that does not fit and a company that refuses to provide basic customer service.

Order number [protected]

Order date Wednesday 24th of May

I’m really upset and quite disappointed in Zara I’ve been using the shop for a long time and did an online order. Unfortunately I didn’t receive the parcel the courier states it was left at gate but it’s no where to be seen and I also asked my neighbour. I’m guessing he didn’t deliver at all or maybe put over different persons gate.

I am so upset how the customer service team have dealt with this complaint and will not issue me a refund after contacting yodel and them saying it’s delivered but it certainly wasn’t delivered to me the right address.

I’ve spent over £50 and I have nothing to show for it.

Their attitude was terrible.

I have had several conversations on the 'chat' with differect advisors (I have screen shots)

I bought two dresses from Zara in London however on return to North East they were not needed. The Metro Centre is closed for a refurb. I was advised to send them back and to then get in contact with proof of my address, bank details, e mail address. I have sent photo ID twice. All conversations have ended with no outcome and therefore I do not believe this is being dealt with. I have tried several e mail and phone numbers to no avail.

Could you please make contact to resolve this?

[protected]@gmail.com

I placed an online order for two sizes from the same skirt to try it at home, I went to store to return one of them just 2 days after the 30 days, they told me that I can't return the skirt because it passed 30 days of shipping date and you can return it by mail. When I contact the customer service they said I could't return it. Honestly I didn’t know that I have to count 30 days from day of shipment, usually you should start counting from the day of delivery. He was so rood with me on the phone, I explained to him that I have now two sizes from the same skirt and the one that I want to return is too small so I can't wear it. Usually zara gives you store credit after 30 days I don't know why they were not helpful with me. We never had like this customer service in usa. The shipping date was on april 12

I tried to return it on april 13

I am a long time online shopper of ZARA. Recently I purchased a beautiful blouse. I have bought 2 previously in different colors so I was confident I would be keeping this one and clipped the inside tag off.

Once I had the top on I realized it had been worn by someone who was obviously too large for. The fabric was stretched in the front, back and the button holes. It was disgusting and I took it off and contacted ZARA to let them know. They said they would not take it back because their policy of cutting off the tags. I asked what their policy was on selling used clothing? This is fraud. They asked me to send pictures and I did. They came back with their policy of not refunding clothing that has the tags clipped off. I asked if they needed them on because they were going to resell this blouse again? This is fraud. They are getting away with it on a technicality.