Zara.com
Reviews and Complaints

I recently ordered a navy blue velvet sports jacket on Tuesday Dec. 13th with an express delivery option. It arrived on Wednesday, Dec. 14th - I immediately tried it on and it was too small - too tight around the chest area. I ordered a size 38 based on the sizing chart on your site and had my chest measured by two different people before ordering because I was in a time crunch and needed the jacket to wear to two Holiday events this weekend on Saturday, Dec. 17th. I immediately called customer service and said I needed to exchange and asked if I could have the new one before the weekend. I was assured I qualified for express shipment and would have the jacket for the events. I was asked for a return ticket number and told to locate that and call back. I called back with the number - at that point I re-explained the situation and urgency to have the new size 40 before the weekend. I was told to place the jacket in the box along with the return bar code/label, seal it and call UPS for pick up. I questioned that because the new return label with address would be sealed inside the box. This customer service rep did not seem well versed on the process. When I read the return instructions after the call that was not correct - label should be on outside for ups scanning purposes. I was also told they could not process anything until UPS scanned that return. I took time from my work day to drive it to UPS and wait in a holiday line to get it scanned. I immediately called Zara CS again to confirm they had it in the system as scanned and would get me the size 40 before the weekend (my third call on this issue) - I was assured no problem. On Thursday, 12/15 - I see a return credit email for the jacket, but no new shipment info. I called after work around 5:30p Eastern time and was told there is no jacket being sent and no record other than this was a return - I was amazed that of all my conversations - 3 in total - there was no record on my account of an exchange. I asked for them to express ship and was informed it's not possible to get by Saturday - it would arrive on Monday - too late for my events! This was my 4th call to Zara CS and still no jacket. CS rep checked closest store and no jacket in my size. Bottom line I will not have this jacket that I've taken extensive time to get in time for the events. I've done everything possible including incurring an express shipment payment. The customer service representation for Zara is not well informed - they misguided me and assured me, and never followed through. I've not had such a poor Customer Service experience before - considering the amount of calls and follow up on my end to make this happen. The last Customer Service rep I talked to seemed to be the most informed of the process of any. I won't be ordering from Zara again.

I recently purchase 4 order totaling close to 1000.00. The order that I am complaining about was around 270.00 order but what they did was split that order up into 2 separate deliveries and the second order I did not recieve I call Them to complaint about the order tat I did not recieve and they told me someone would contact with me by phone with 24-48 hr. Not only that I had a similar issue once before and I told them to ring my door bell because you never leave a package out their on the porch ESP. At 5.00pm because in Michigan by 5pm it dark out now not only that the operator talk to I said I have personally call Zara plus my local ups because I order from quite a few stores regarding on how or where they put my orders. I am asking for a thorough investigation not a half one the operator said someone was going to give me a call.why is it that they send me a email at 2:30 AM in the morning on December 16, 2016 saying that the package was delivered to the correct address that doesn't make sense if I didn't get I don't know where they sent it to all I know I never recieve my item if you do nothing than I will return the 800.00 dollar of products that I did recieve. I was missing three items from-that were not delivered from that order they never should have divide up into to separate deliveries I would hope that you resolve this manner in a timely manner a sent to the highest level of management. My ph. [protected] my email angelwallace [protected]@gmail.com p.s I have been a customer for years i go to Florida every year and shop at your store my concern is why do have so many complaints most are similar doesn't make sense?

I went to Zara in cairo festival city mall man to check a jacket i didn't like the quality of the piece i found the man i talked to there told me take it and send it to a dry cleaner by the way later when i checked the tag said no dru cleaning but anyway when i refused he sent me to the other branch in cairo city stars mall where i found so many careless employees who didn't bother to help me finding the jacket which was available on their systems and online system but they told me no it's not here it went out no more pieces and the system it not up to date as they commented

Im extremely frustrated right now with Zara. I purchased items in November for work, Order numbers: [protected], [protected], I returned these items in full to Zara using labels provided by Zara. They were delivered, all three packages on the 22nd November successfully received by Zara's warehouse. Pls see below tracking for proof of delivery. I received an email on the 23rd saying that three sweaters were being refunded. I bought and returned 20 items, so i called to enquire about the rest in which I was told was missing. They logged the information and nothing changed so I called back a few days later and had to give the same info all over again. I asked to speak to a manager who was Shaquanda and she assured me she would contact the warehouse and find the rest. They ended returning 6 more items from that first box. Im still yet to receive a return confirmation of 11 outstanding items?! I called back again tonight and spoke to a girl who told me Shaquanda didn't put info about the missing 11 items in the system, I asked to speak to her but was told Percy was available as shaqauanda was not in, he told me the resolution was that they only have received those 9 items. I said that cannot be the case as I still have 11 items missing from my refund. He explained that that is all the warehouse has received, I explained that cant be as tracking numbers prove all three boxes were delivered at 9.30am on the 22nd. He basically told me that regardless of proof of delivery if the warehouse states they don't have it they will not refund. This makes no sense, I have three tracking numbers from labels provided by Zara, I didn't create my own returns. All three packages were successfully received on Zara's end, and for some reason the warehouse has not refunded it. I did my part as a consumer, I purchased and returned what I didn't want using the appropriate methods and whilst Zara has proof of my return Im told "bad luck" nothing more can be done? I am owed $1000 thats insane. It just proves that purchasing online and returning with Zara is not a safe method. I can't understand why someone cannot contact the warehouse supervisor and find out where my packages are? And why they are not being refunded. this is not fair and I will take this matter further with legal action. The customer service provided to me is appalling and some of the worst I have ever come across. I expect this matter resolved asap.

1Z1E075X9080108682
1Z1E075X9040404258
1Z1E075X9041470238

Percy - supervisor ext 28469

I just left the Zara store in Philadelphia on Walnut street and was treated very rudely. I attempted to purchase 2 dresses and a shirt but when I went to use my Mastercard your associate told me I had to use a pin number. My card isn't associated with a PIN number. He says for MasterCard we can only use them with a PIN number and if you don't have that then you can’t buy this stuff. I have shopped at Zara far too long and I know this wasn't true but to be treated like that was uncalled for. This took place at 1:47 on 12/2/16 the transaction number on my receipt was 286542. I'm not sure what other information I can give you. I don't have the guy's name because they don't wear name tags but this was really unacceptable. Then in addition to the store rudeness I come back to my work computer had a chat session with Michelle asking for an email address where i could send a complaint and she disconnected the chat before our conversation was finished.

Dear sir / madame,
I am you long years very frequent customer and im in love with your products.
Im so sorry to write you this but last year I have buy a shoes in bordo shiny color and after few weeks it came one part off, which I fix by my self as I thought is out of refund policy time and anyway I didnt kept my cc payment anymore, but I may have that in my bank account slip.
Anyway I was still happy with the shoes until they start to seems to get very fast ruin on the top part they start to crack. If is necessary I will send you photo documentation of the shoes.
I was given recommendation from shoe shops that this product is faulty and should be reported to shop or producer. Please ill wait for your reply and some explanation, as I said ill send you if is need also photo documentation.
Thank you and hope to resolve this issue soon,
Kind regards
Katerina

I lost my package. Total amount is $437.62.
Is you also lost your package, and Zara refused to refund you. Please contact me, my email address is [protected]@gmail.com. I am done with that crappy comstom service and irresponsible company. I'm going to sue them at my local claim court to get my money. Please join me if you also lost your money because of Zara. The higher amount we gether, the higher chance we can win this and get our money back. Please contect me and tell me your experience. Thank you very much!

I am completely disappointed by Zara’s business practices. I have been shopping with them for years and spend at least $5000 a year at stores and online.

I recently purchased several items and returned 3 out of the 7. I only received credit for 2 out of the 3 items in the box. I called and was told someone would call me back with a resolution and I did not receive a call. I then sent an email and received a canned response that they did not receive the item and that no credit would be issued. I tried calling again and all the reps do is apologize and say there is nothing they can do. I asked to speak to management and they say, it has already escalated to management and they will not issue a return.
My years of shopping with them can show them I am not a scammer who is looking to pull a fast one. I literally shop with them every week. To feel that this type of thing happens will prevent me from shopping with them again. It is not good business practice and is unethical.
Beware of those who attempt to return items. Take them to a store and if there isn’t a store near you, shop else ware.

I've purchased a dress from Zara and after only the first wash colors faded and material shrink! I went back to the store and the sales person said that since the dress was damaged and it was my fault they were not able to do anything! But when I washed the dress I followed all the instructions on the tag so I was not the one to blame! Zara is quite an expensive shop but things they sell are poorly made! Do not buy anything from Zara, you will definitely regret that!
Also, the sales person was very rude and all he did was telling it was my fault.

Firstly, I have never felt compelled to complain about customer service before, as I too work in retail. However, the staff employed at this store are seriously in need of being changed. I needed to buy jeans for my son, who although an adult, is very slim and 29 inch inside leg measurement. I went to the cash desk, where I saw a young lady standing. She didn't look up so I politely said 'excuse me'. Still not looking at me she replied 'yep'. I asked her what was the shortest leg length Zara do in jeans. She looked at me like I was an alien from another planet, shrugged her shoulders and just said 'I don't know'. I asked whether she could find out and she sarcastically asked the question through her mouth piece to someone else. The other person showed up, barked at me that 32inch was the shortest and just walked away. At this point I almost walked out but decided to go to the teen department (H&M's teen jeans fit perfectly but they've been discontinued unfortunately). So I see a pair that will fit, although I had to look through the pile to find them so was just about to put them all back when a young chap tutted and re-folded them. Normally I would explain that I was about to do that but his sour face put me off. So I went to the cash desk and waited...and waited. Then a girl came over and barked 'this register is closed, the sign here says so, please go to front desk'. By this point I was thinking something awful must have gone on there today, perhaps the head office had been in to slap their stroppy staff into shape. Anyway, off I go to ladies cash desk. Yep, yet another sour guy. I put the jeans on the counter, no greeting, no nothing. He just rang them through the till, told me the price, slapped my change coins on the counter and asked the next person in line to come forward. Honestly, I actually couldn't believe I'd bothered to buy those jeans. They only reason I did is because my son has problems finding his size. Seriously head office, you need to sort your staff's attitude out and pronto. They all seemed to be "too cool for school" but I know I won't be going there for my clothes. H&M staff are so much nicer. I get it chaps, you hate people, you want a more rewarding job perhaps? Just smile a little because that helps your day go so much quicker. For me to come home and write this is a first. The most miserable store in Burlington, without doubt.

I was at the Bloor and Yonge store yesterday and the manager there treated me in a very condescending manner. But that is not why I am writing: I was given a gift from an old relative who (i think) couldn't see the size of the jacket (xl) due to her old age vision when she purchased it. I am usually an S or an XS. I am also assuming that she did not tell the cashier when purchasing this item that this was a gift, as her English is limited. So, now I have an item that she paid $139 before taxes that is of no use to me and I cannot exchange it because I do not have a gift receipt. Zara used to be one of my favourite stores and I shop a lot at it, but after becoming aware of this policy (that I need a receipt for a gift that anyone clearly can tell is never worn with tags on it) and the way I was treated, I am never going back. I also think this is a case of ageism and ethnocentrism - since old people and people with limited English are being discriminated against.

dissatisfied customer!

I was at west edmonton mall zara. I was shopping with my friends last week, while we were shopping there was a blond and tall lady as manager was yelling employer in front of other customer. Seems like she just started to work but her manager was assumed her. Literally she was so unrespect to her employer and whenever I go to west edmonton mall zara there is no people on the floor to help me out or find sizes for me. Its ridicilous customer service I talked to store manager twice but she ignored me totaly how terrible zara company is. They need to change the team for sure. Also there is always big line up and not enough cashier

I went to zara today and notice a rack of blazers with a clear sign stating "all blazers $49". Yes, in capital letters. I took the blazer to the register and they over charged me. I immediately pointed at the rack and the employee acknowledged the sign and said no that's wrong and offered the explanation that it was mistakenly placed by a customer probably. Now there was approximately 9-10 of the same blazer on the rack. Then a manager came and simply replied "no" to everything. They refused to give me the price on the rack although it was evident the purpose of the sign is to show the price. The other blazers on the rack also were not the advertised price. I asked the purpose of that sign? No answer. The employee was apologetic at least when refusing the price, the manager was just rude and did not want to hear anything or care.

Toronto Eaton Centre

My daughter tried to return a blouse because the seam along the entire length of the spaghetti straps frayed after one wash and she never even wore it. She was told in store that it was beyond the 30 days and they would not take it back. They refused to even listen to her that it was defective. I contacted customer service and they instructed me to take the blouse back to the store and give them the reference number that they provided so the manager could inspect and verify that the blouse was defective. I did that today and after waiting 20 minutes for an actual manager - the manager said that even though she agreed it was defective she had to contact customer service to verify the case number and they were closed today so could I come back tomorrow between 9 and 5. I said no and left the store. What the heck this is ridiculous. You sell defective product and make it so difficult to return it - is that the strategy zara? Ridiculous. I would expect this from a shady shop in a back alley not a chain with thousands of stores. I guess that's how Amancio Ortega is the 3rd richest person in the world from taking peoples money.

I purchased a pair of trousers from zara.com. The second time I wore them (washed, but did not put in dryer, had only 20 days), I noticed a defect and tear along the stitching of the back pocket. I contacted their customer service (if you can even call it that) and requested a replacement pair, exact same style, size, color.

After sever back and forth emails and a live online chat, they requested I send a photo of the defect. Really? It's a $29 pair of trousers I've worn once! Anyway, I obliged with photos and all the other information they requested. A few days later, an email thanking me for the photos with an explanation that they would NOT exchange the item because they are not in the same condition they were in when I bought them. WELL, NO KIDDING.

I immediately sent back a reply which went ignored. A few days later I sent them another reply telling them I would give them negative online reviews if they did not make a better attempt to resolve this issue in a timely manner. Again, that went ignored. I'm keeping my word by submitting honest reviews everywhere I can possibly think of, and I'll never shop there again - store or online.

So... If you want to shop at a company that does not stand behind the products they sell and has no concept of customer service, by all means, take a gamble on zara.

I went to Zara store and wanted to buy a lovely dress, but I did not have enough money with me. So I asked the store manager if they could keep the dress for an hour and I will be back with the money and she said sure. So I came back, paid for the dress and went home. I wanted to try it on I saw that it was defective, there was a hole on the inside of the dress. It was not the same dress I wanted to buy! When I left the store for the first time I checked the dress very carefully and there were no holes! So it means that while I was away the changed the dress and sold me the defective one! Came back to the store and they refused to exchange it! They were very rude and impolite and almost kicked me out! Terrible!

I ordered items from Zara.com on January 20th. Since Zara offers a home pickup service to return items I took advantage of that (since I have a little baby and it's tough to get around) and called their customer service to arrange a pickup on February 5th. I was informed to leave my package with my 24 hour front desk as a Canada Post agent was going to collect it. After a few days of not receiving an email indicating a refund I decided to check with my concierge and to my surprise the package was still lying there. I made another call right away to be told that the package will for sure be collected now. Waited a few more days and checked again - the package was still there. Called up Zara for the 3rd time & now apparently I was out of the 30 day return period so they could not arrange a pick up. This answer was not acceptable to me and so I waited a few days (and multiple calls from my end) before I could finally speak to a supervisor to escalate my issue (Note: I was promised call backs on multiple occasions but to no avail).
Finally, maybe an additional 4 calls later I by chance happened to call in and have a supervisor answer. After placing me on hold for an extended period of time she again informed me she had to "review further" and get back to me. I made her commit to call me back at a given time, and she did. She informed me that the issue was theirs so they would accept my return and someone would come collect it soon. Surprisingly someone showed up within the hour, unexpectedly (they are usually supposed to give you notice). Luckily someone was at my home to hand them the package since I had not left it with the concierge this time. Now, it's been over 3 weeks since that pickup and no refund still. I've made 2 calls over the past 2 days and have had promises of a call back from a supervisor to update me on the delay but nothing. I emailed and have been told my file is under review and they will contact me when they get more information.
I can understand if they want to review a file - but to take weeks, and to not provide the customer with a specific turnaround time/date is unacceptable. I have reached my wits end. I do not have the time or energy to be spending my days chasing Zara supervisors. At this point i'm willing to write off my expense as a bad debt and move on. I am extremely disappointed at the poor customer service this brand is providing.

I am a Zara customer for many years and I never experienced what had happened to me last week with my online purchase. I wrote to customer services and the answer to my problem it’s unacceptable and I am very disappointed with the way you handle my claim.

In all my years purchasing on line, I always get my packages thru UPS and I never had a problem before. My last purchase (order [protected]) was send with a different courier and it was supposed to get to me on Friday April 1, 2016, but I never got it. I was home that day waiting for my package and nobody knock on my door at all.

When I realize that it was late I called, but your where already closed, so I wrote an email asking for my package. The next day I called again an opened a claim. Two days later I received an email from customer services letting me know that my claim was denied and that no refund or replacement was going to be issued, because the courier confirmed that they deliver the package.

I want you to take a look at my attached on line purchase history, so you can have an idea of the type of customer you are dealing with. I expended $8, 475.72 on 43 orders from 01/16/13 to present, and I never had a problem before.

I am extremely disappointed and I expect an answer from a “Customer Service Manager” or a higher up person because I don’t think my claim was handle correctly. Like I mentioned, I never had a problem with Zara before and maybe there is no need for me to contact Consumer Reports and BBB.

Waiting for your response,

[protected]@fefo.me

Regards,

Answer from Zara:

Dear Jose,

Thank you for shopping at Zara.com.

In regards to order [protected], our records indicate that the package was delivered correctly to the shipping address provided. Accordingly, we are unable to issue a replacement or refund as the package was delivered correctly to the shipping details provided.

As per our terms and conditions, we are unable to assume liability for the package beyond the delivery standpoint.

For further queries, please contact our Customer Service through the contact form or call [protected]. You may also send an email at contact.[protected]@zara.com.