Zara.com
Reviews and Complaints

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.

I loved Zara in the past and almost every month I bought something from them.
Recently I made and order and purchased a lovely dress and some other small stuff. When I received my order everything was ok except the dress. It was dirty! The dress was white and it was covered with black spots. I returned the dress and several weeks later they sent it back to me again! Then I received a message from them stating that the dress was not in the original condition. Really? Tags and everything was there. I contacted them again and explained the situation, but no one ever helped me!

I purchased two sweaters from Zara, tried them on, did not like them and returned them. Then I received a message from their customer service stating there will be no refunds, since their warehouse decided that I had actually worn the sweaters. They said clothes were covered with some hair and smelled worn. What a joke! The they sent the sweaters back to me. I called Zara customer service again and demanded my money back. They just kept repeating no refunds and no exchanges. I never order anything from these clowns ever again!

I purchased over $200 worth clothing from Zara and when I got home I realized on my receipt that I was charged more! When I removed the price sticker the original price was lower than the sales price! What a scam! I went back to the shop and demanded my money back. The cashier was very rude and impolite. Well, these Zara stores are really horrible. I like Zara clothes, but I hate people who are working for this company, they are really unprofessional and dishonest. I am so disappointed and will never shop there again!

Every time I come to Zara and want to buy something there is a long queue! I don't know what's their problem, but there is always only one cashier and lots of customers! Last time I went to Zara I waited for over 30 minutes in queue. I was really upset so I refused to buy anything from Zara. I am a very busy person and I cannot just waste my time like that! I think Zara never care about their customers. People working in Zara stores are rather rude and impolite, their online customer service is absolutely ridiculous. Not worth it.

I've ordered a lot of things from Zara online shop. Some items I received were great, but few pieces I've returned back since the quality was way off. My last experience was horrible, I ordered some items and was double charged for an identical order. I contacted Zara customer service and was called a liar! I did received my order and it was fine, but they still owe me! They're saying that since my order was successfully delivered they are innocent of any wrongdoing and I will not be issued a refund. Absolutely ridiculous! I'm going to report them and will open a dispute with my credit card company.

I lost all my money because of Zara! Long story short. I had a $300 gift card, received it on birthday. The next day I went online and decided to order some stuff. Due to things I bought were rubbish I decided to return everything. After I purchased they blocked my card for who knows why, so when I returned the items I basically lost all my money on the card. Tried to resolve the situation with their staff, but these people really do not care. What kind of company is this?

I love zara's but what is frustrating is their online services. I ordered something and wanted to add 2 pieces to my order. I called within minutes of ordering it and they said they could not do it. They could not add pieces because the order had been processed already. Although I just placed the order. It was literally within minutes. They said I had to reorder the items to add the pieces I wanted. I wanted to cancel and they said I could not. And I had to order another $50 to get free shipping when the original order was already over $50. So I had to reorder everything. Why offer a customer the option to cancel and have a cancel button only to deny that action? So now, I have to deal with returning an order since they wouldn't cancel it although were talking minutes.

Zara has the absolute worst return and exchange policy. I've banned my whole family from buying anything from them for my kids and I. Done!
They would not even let me exchange a gift, Too small for my daughter with tags on still.
Square One Canada

My friends to have issues with there policy's. They said too there families to to stop buying gifts from there too.

I bought something from zara store, but when I arrived home I realized that purchased items was damaged. I went back to the store and wanted to return it. I thought there will be no problems, because zara salesperson said that it is possible to return the items if it is damaged or defective. When I arrived I was told that I could not return the item to the store. The girl on the counter told that it had to be returned to the on-line sales as they where two different companies. I said I had been instructed to return the item and receive an exchange in store. She said that they are too busy and don't have time for my problems. Very rude and unprofessional.

I had some problems with Zara staff, so I need to know managers name. She refused to give me her name so I could file a complaint! Then I asked the assistant but she also refused. While I was arguing with them, another angry customer came and she told me the manager’s name. When I said to the manager that I know her name she became infuriated demanding to know who had given it to me. She started screaming at me that I had no right to know what her name was. She also grabbed my arm and pushed me. There were like 15 people in line and everyone was shocked. I must add that I am a 50 year old woman. Some young girl tried to help me, but the manager just pushed the poor child and she fell on the floor. When the security came, I was told to leave the place. That whole situation was horrible!

This complain is for zara at yorkdale mall located in toronto. I went in january 11/16 to exchange a shirt my daughter got for christmas. The cashier told me I couldn't exchange it because I was past the exchange date. The date january 9/16. I asked for the manager who comes over and doesn't speak. No such thing as a "hi, how can I help you" nothing. Just stands there looking at me. After I explained to her the situation she says "we can't exchange it. This is over". I told her it was a christmas gift, we were out of the country, i'm two days over the date and I just need a bigger size! She says no again and says the receipt won't show up on the system. I told her the other cashier did scan my receipt and it did come up. She keeps saying no with that miserable face. We are talking about zara! Not walmart! Zara isn't cheap. They should be more considerate of the customers. Is this how they train their people! She could have said "I will make an exception this time..." or "i'm really sorry but I really can't exchange it..,.." no! She just stands there miserable and tells me the conversation is over! I work for cibc and i'm a manager myself. We can't always please everyone but it's all about how you present the situation to the person and zara really should invest more money in training their employees. They sure charge enough.

I purchased $200 worth clothes, but I never received my items. Zara completely stole my money! I was told they delivered the package but I didn't receive anything. When I checked the address it was sent to, it was a completely wrong address. Agents said it was not their fault, they stated it was I who gave them the wrong address! I'm sorry, but I know where I live, so it was not my problem! I keep calling them because I want to get my money back! They took $200 from me and they blame me for their mistake! However, they were willing to give me another package and even sent me a confirmation email. But the same thing happened again! They sent another package to the same wrong address. Seriously? I really hate zara and I will never order from them again!

I recently had one of the most disappointing shopping experiences of my life at zara. On december 12th my girlfriend bought a dress at zara. She tried it on and it fit very well. Once we arrived home she removed the tags so she could wear it out that night. As soon as she put the dress on (for only the second time) it split right up the side. Clearly the sewing was second rate, so we drove the hour and a half back to toronto the next weekend to return or exchange it. The staff were completely unhelpful and the company clearly had no intentions of standing behind their product. Because the tags had been removed they said they could do nothing except send it out to be restitched. When we asked if they could have it mailed to us once it was repaired the reply was 'we don't have that capability'. So the ability to put postage on a package and send it to a customer who bought faulty product is beyond them. Not a good sign. After much back and forth discussion it was clear that they were completely unwilling to be helpful so my girlfriend just asked the clerk to throw the dress out, as it was useless. The clerk would not even do her that courtesy and suggested she give this evening dress to a homeless person because they would be happy with it. I was completely floored by this ignorant comment... Clearly the clerk has no idea what the homeless truly need (I think most reasonable people would agree evening wear is not among those needs) and just wanted to wash her hands of this situation.in the end we left, useless dress in hand and $80 wasted. Those people who are considering shopping at zara may find it to their benefit to spend their money elsewhere, at a business that is willing to stand behind what they sell, and that has employees that understand customer service.

Very poor quality and service. I purchased some products online and went to the store to pick them up. And only then I was told that some items are out of stock and they will be delivered within two weeks. But there were same products available at the store. I told that I don't want to wait two more weeks and asked them to give me the same items from the store. But they said it was impossible. I was told that I am an online customer and they don't have the rights to do that. I still don't understand what they meant by that. That was the most ridiculous thing I ever heard. Well, I got some items and was told they will call me when the rest of my order arrives. But, I never received any calls or messages. Two weeks passed and I went to the store again! I asked where is the other half of my order and they told that I need to wait. I asked for how long. And they said „two weeks”. Well, that was not funny at all. Zara failed as a company since they can't provide normal customer service. Later I contacted zara to ask for reasons for this horrible situation, but they never replied. And yes, two months passed and i'm still waiting for my items to arrive.