Zara.com
Reviews and Complaints

I have been a loyal customer of your stores for the past 5 years. But to my surprise, on the date of 07 dec 2015, I was receiving very poor service at your store (location: markville) on the said date, I made the purchase for personal, when I asked the server about the size and colour, she has no response but a contempt face, I asked her about her name, she told me she don't want to but you can find the manager if you want. The person who called natalie (merchandising dept), white hair, 160cm tall. I was appalled at such behavior, and have a good mind to take my my business elsewhere as suggested. I hope you would look into the matter, and make sure such an incident is not repeated. Your company has been known to provide good services, and such events tarnish the company name, so please address this issue soon.

After purchasing a zara leather bag, ref: [protected] leather shopper bag [protected]-i2014. I used the item roughly 10-15 times before the stitching on the hangle came loose and I was unable to use it. I phoned customer care on 30th october who said they would email me a postage label to return the item in order to give a refund. It took another 2 emails of chasing before they finally sent this through. I sent the item on 12 november. After 7 days of hearing nothing I telephoned to ensure they received the item, the person on the end of the phone was vague and after ten minutes of looking 'on the system' did in fact state they had received it and would process the refund. After hearing nothing for another 7 days and no refund - I telephoned to question why - they detailed that it would be done in the next 48 hours. After nothing 48 hours later I again telephoned and they said they could not refund it they needed me to provide iban and swift codes from my bank account. At this point I should point out that I order a lot of items on-line and spend £100's with zara each year and normally refunds happen within 24 hours. I then telephoned my bank and got these details and telephoned them through on the 29th november and also emailed them but still no response, I have also emailed twice for some response but none. I would like my refund please and contact to confirm this - my number is [protected]. I will take this as high as I need to and will never use zara again and will ensure my friends don't too. Asos here I come, terrible terrible customer service and care from a store I loved yours charlotte munton

I am very disatisfied with zara. I was about to buy quite a few products from the site during the black friday sale. Before the order was fully processed, I changed my mind about one of the coats. I wanted to change my orser but the only option provided was to cancel my order. I pressed the cancel button at the bottom expecting a confirmation of cancel or to change my orser. However, none of those options came up and my order was just cancelled. I called customer service right away and was told that I cannot reverse the cancellation. What if I had accidently pressed cancelled or what if someone had gotten a hold of my email and cancelled it. I think zara needs to change their online shopping system.

I'm not normally one to write formal complaints, but this time, I'll make an exception. I really don't want to be rude, but never in my life have I seen worse customer service than at the Zara at Toronto's Eaton Centre. I went into the store on Thursday, November 19, at around 13:10. I asked a sales associate if they had a pair of high heeled shoes that I saw online (I was told by the Queen St. location that the Eaton Centre had one pair left), and she told me that it might be in the back. She told me to "wait here," and that she would be back. And wait I did. I was standing around for 20 (yes, 20) minutes before I saw the same sales associate on the other side of the store, folding some clothes. It appeared that she had completely forgotten about me. "Ok," I thought. "I'll just ask someone else." I asked another sales associate about the shoes, and she told me she'd check the floor for them. Again, I was told to wait, and that she would be right back. Fifteen minutes later, that sales associate walked right by me and was helping someone else. Once again, I was forgotten about. I shrugged it off and walked around the store looking for the shoes myself, but did not find them. Altogether, I believe I wasted 40 (yes, 40) minutes in that store, over something that could've taken 15. A few hours later, I called the store from my apartment to request to put the shoes on hold, since going into the store and asking for help proved to be fruitless. The woman on the phone told me to "call back with the reference number (despite the fact that I described the shoes), and abruptly hung up. I called back later with the reference number, and asked for the women's department. I was on hold for 8 minutes before someone answered the phone. Lo and behold, I was connected to the KIDS department, not the women's. I asked yet again for the women's. I was on hold for 15 minutes before I hung up. I called back, this time ready to talk to a manager about the abysmal service I was receiving. I asked for the manager of the women's department, and was again put on hold. Then, someone picked up, and I asked if they were the manager. They said they weren't (of COURSE they weren't. What did I expect?), and I was yet again put on hold. After another 15 minutes, I hung up. I walked into the store again, and asked to speak to the manager in person. I very calmly told her the situation, and she said it was a"miscommunication."OK, that's standard. Could she please track down the one pair of shoes that I was told the store carried? She told me to wait. I waited 10 minutes. She came back and said they didn't have my size, I would have to order them online. I said,"OK." She said I would have to pay for them upfront. My body recoiled at the thought of giving this store my money, but I didn't want to walk away from this ordeal empty handed. She told me to wait, while she fetched the iPod to carry out my transaction. I waited. I waited another 10 minutes. She came back and said the one she has is broken, I would have to wait some more while she found a working one. I walked out. I calculated that before I went into the store the second time, I was waiting an hour and nine minutes for absolutely nothing. I don't know if this is because it's seasonal, but this has truly been a terrible experience. I kept my cool, despite the absolutely ANNOYING circumstances. I don't know if it was because of the way that I looked, but I've never seen such disregard for business. Is it because I'm Middle Eastern? Is it because I'm a student? I don't know. To be honest, I hope that this behaviour was unique to me, because then that would mean that they treat EVERYONE like this. Again, this has been my worst experience at a store. It was disorganized, irritating, and offensive. Please, Zara, make sure this doesn't happen again. For your own sake.

I was trying on a top and I noticed that there's a stitch that is not part of the garment. I asked for a new one, and I waited for like 5-10 minutes but the sales lady said that there's no more stock. Since, I really want the top, I went back to the rack to check if the same size and style is available. And yes, it is! I love their clothes but I really hate their service! This is not just the first time! This is in zara greenbelt 5!

I intended to purchase a black suede bag marked as 89 euros. When I took the bag to the counter, I was told that the amount of the purse in us dollars was $189.00. When I complained that was not the actual exchange rate between dollars and euros, neither the clerk behind the counter nor the manager understood anything about exchange rates. The manager also was not willing to give me the accurate price nor would she apologize for inaccurate pricing. She, the clerk behind the counter and the glaring security guard acted as if I was in the wrong. This company really should train their employees better.

To whom it may concern, three days after the purchase of the woman's trousers I had made at zara (milton keynes) store, I went there again to exchange it for a bigger size. The price/code tag of the item was still with it, though I had no more receipt with me. I was rejected to have an exchange even though the trousers' price tag was still with it, and the item was in a perfect unworn condition. When I bought it originally on 4th october at the store of mk zara I took them away together with more items that I purchased in store, so I spend more money than £29.99 for those trousers. The trousers I bought were in size 38. I went back to the store on 7th october asking to exchange trousers (not asking for a refund) for another - size 40- the same trousers. The exchange was refused (by the store manager) because I didn't have a receipt present. When asked, whether the bank statement showing the purchase, would be accepted instead, I was told that, as bank wouldn't specify individual items on the statement, and because I bought more than 1 item at the time of the purchase, this wouldn't indicate the receipt of the trousers and that the exchange of the item is not possible. 'this is the policy of the shop', - I was told and turned away. Fair enough to reject my exchange because I didn't have a receipt and if I was asking for a refund. But in this case the item still had a valid and the same price code tag (please see the attached picture). I have only asked for an exchange of the same item - for only a size bigger. And not a refund! As trousers are slightly too small and I am unable to wear them I don't know what to do now. I still want the item - I don't ask for money. Why the exchange can not be accepted? Regards, nj

Terrible customer service at zara (but at reading oracle branch). I asked for help in getting a new scarf from the back and the first staff was polite. I waited for 45 mins, so I asked a second staff for an update and her reply is 'the stock room is far', I ask her how long will I have to wait and her next comment is' I don't know you just have to wait'. I asked her cant she check, I cant surely stand and wait for no explanation; she now fed up with me and smerk 'I cant check, the stock room is far'. Her attitude was disgusting and unwilling to help. She proudly ask me if I want to speak to her manager as she of course think she's was in the right.
Her manager came after 5mins with my scarf, and said that it was by the till point all this time, which prove that her staff was just finding excuse. I complain and she again did not care and say she will tell her manager and walked off.
None of them was wearing name badges so I cant even grab their name but happily pop in to get it if needed.

Its only googling how to complain when I realise zara terrible customer is renown!

I ordered about $500 worth zara clothes online, so I could give as presents before returning home for summer. However, the products were delayed for almost 3 weeks, and by the time it was delivered, I already went back home. I called and requested a refund. They rudely rejected me and offered no helps whatsoever. It was a rental house so I am not sure I could get the package back. Yet, I already left the country, which means even if I could contact the landlord, I would still have to pay for ridiculously expensive international shipping fees. I wonder why all this have to become my problems just because zara fails to deliver products on time.

Two days prior to my major complaint, I bought two dresses in the sale section of Zara, Sliema. One dress of which I found when I was home was ripped, the other fine however sheer underneath and therefore unwearable without a slip. I decided to return both products. When returning the products today I was told I could not return one because of the lack of tags. Which I could understand as I did not check the garment thoroughly enough before I bought it. The manager was also friendly and politely told me it could not be returned. However although the staff dealing with the matter on the cashiers were friendly when discussing the garment to me personally, they spoke to each other only in Maltese. Not only was this extremely humiliating but as I do my speak the language I was unable to keep up with what was happening now with my order. The staff further looked at me and back at the garment speaking only in Maltese. This is completely unacceptable. I know fine well they are able to speak English as they did to me and well enough to discuss the matter in front of me in English. I was made to feel humiliated in front of a line of customers as they spoke about me while I was in front of them. I would recommend anyone who is not a Maltese citizen to boycott Zara, Sliema due to this humiliating and petty behaviour.

I placed an online order for three pair of shoes on Zara.com on 6/18/2015. On 6/20/2015, I received an email stating my order had been shipped and a tracking number would be sent shortly. On 7/20/2015, I called customer service, since I never received a tracking number or the items I ordered, only to be told, my items were out of stock. There was never any correspondence sent advising me of the issue. I immediately asked for a refund. The refund confirmation email stated, I would have to wait 14-28 days to receive my refund. Bad business!

I bought a yellow jumpsuit at Zara, and when I tried at at home, I realized I don't like the fit. I was able to bring it vacation to the store almost 2 weeks later, with tags intact. The male Cashier refused to give me a refund, as I lost the receipt. And when I asked if I can at least get a store credit, he rudely Said no as it was the store policy. Another employee joined in on the conversation, as I was trying to explain that I have purchased the item from that store with another top, but I'm only returning one. The male Cashier even said 'were not trying to victimize you' to which I replied I never said that, but at least have better customer service to make up for the absurd store policy.

I worked in Zara and sometimes we failed to provide adequate customer service. This is due to the amount of work that is required by the big bosses and the little amount of hours we are granted per month to staff the store. Everything is measured by productivity for each member off staff. Customer service unfortunately is not the number one priority and will most likely be a 'self service' store. In my store we have 1 member of staff who is responsible for the fitting room . They must show customers to their fitting room, fix items that are rejected by customers, hang them up properly, put each item back in its correct place, check sizes for customer, phone other stores, find alternatives all the while running back and forth to clear the hundreds of items that customer hand back inside out or upside down. Let's be clear, it's not frigging rocket science to hang an item on a hanger but almost every single person can't seem to do this simple thing. Frustration tends to kick in as it's clear you just can't be arsed hanging it up properly. Some will say " well its your job" no, our job is already done staying an hour after the store is closed to make everything perfect for you coming in. You picked it up on the hanger, please return it in the same way!

Another member of staff is responsible for replacing every item that is sold. We have a sophisticated system that tells us each item and size to pull from the stockroom and take to the shop floor. These are normally in the hundreds every hour and that one person must pull an item in less than half a minute. Stockrooms are not close, some are remote. This person is exhausted by the end of the 10 hour shift as it's constantly go go go.

We have 2 cashiers on the till throughout the day but the till system is very complex and requires a lot of attention. If any mistakes are made in this role it can lead to dismissal. Any discrepancies at the end of the night are taken very seriously which is why floor staff are not allowed to operate the till. Even managers do not know how to operate the till which is why, when there is a Que, we cannot just 'jump on'
Then we have the deputy and general manager who between them are responsible for having a plan for the day which consists of the following: daily planner, shoe, clothing order, processing online that come into store, floor plans for new lines, deliver placement, delivery displays/allocations, delivery labels, transfers between stores, rotas, millions and millions of reports, commercial actions, operations, staff management, and last but not least we need to deal with all the emails from the big bosses. These come through every day between 10-20 emails and they are unplanned actions with deadlines attached that we must do. I.e price change on a certain shoe, removal from sale, making sure an item is out, counting how many shelves we have in the stockroom. Etc. Etc.

And on top off all of these thing we have to contend with some of the most obnoxious people. Yes, you are a customer, you are not the queen. You do not get to speak to us in a derogatory manner. Some of you people are lovely and will therefore receive good customer service.

Our top complaint.
1. Why can't you jump on the till? ( already explained)

2. There's makeup on every white top, why do you have them on display? (Ok, now be aware that's it's YOU the customer who does this? You mark the top with your make up or fake tan. It is not our fault. We keep the dirty ones out for you to try and if you wish to take the item we will get you a fresh one from the stockroom)

3. Online. ( zara stores have NOTHING to do with online. We are just the holding place for your items so stop moaning at us, it's not our fault!)

And finally the most important one of them all, the returns policy.
Would you try to return your car without the paperwork? Probably not! If the receipt wasn't important we wouldn't give you one. This no refund without a recipe is nothing new, it's been a thing since before I was born. If you don't Want any hassle the please keep your receipt safe.

We do not refund without a recipe unless it's faulty. We no longer exchange without a receipt unless it is being returned in the store it was purchased then we MAY be able to track it and exchange it. These are the basics! If you don't like it then you are under no obligation to shop in Zara.

We do not deliver poor customer service on purpose, we are stretched thin enough. We are happy to get you a size or check another store as this is our job but we do not need to tolerate rude behaviour. Let's face it, your just that type of person since you all have taken the time to write a complaint. And one last thing, I've had soooooooooooo many customers who are unhappy with something in store who swear they will not shop in Zara again. I'm sorry, please don't make me laugh, you always end up back in for a sneaky little purchase.

Regarding Zara's product inner chip that has been a disturbance to all customer in Jakarta or might be the rest of Indonesia. Picture that, we're buying your product with a chip embedded inside and we didn't even realise or warned in advance that it will cause noise every time we walk through every retail shop's security door. Thus, in the end, we have to visit a Zara store (Yes, i was welcomed with a triggered alarm on the door) and asked the employee to deactivate the chip. They treated us unfairly even rejected to deactivate it without receipt. I bought the bag for like around 3 months earlier...how would you think that i would keep them? I had to make a commotion and met the store manager. After round talks then he allowed to non activate my chip but he did remind me that the same thing will repeat in another 3 months. Seriously, Zara, with all the respect, if you're planning to do business in this way i might just move on and buy a more branded bag than yours. This is a extremely upsetting treatment to be a customer in your store.

If you think i lied, please find the blog attached because it wasn't approve by your spell check (yes, find a translator coz u have business in Indonesia so the least you can do is to read our feedback). This blog address was created by another Zara customer.

Thanks Zara, you lost another customer!

I have ordered a blazer from Zara. The first time I wore it, it ruined a blouse I wore underneath it. My white blouse was purplish after being in contact with the blazer for a few hours. I contacted the Customer Service. Not only did they not apologize, but they told me that the item has been inspected for quality control and that I should not experience any issue with it as long as it is handled properly. How am I supposed to handle a blazer that I wore for a few hours? When I wanted to take it off for a few minutes, I noticed how my blouse looked like. I decided to keep it on, because I was ashamed. I thought that people might think that I do not wash my clothes. Besides, I could never remove the purplish color from my blouse. I have decided that I would never buy anything else from Zara in the future.

I went to shop using a gift card I received, after an hour shopping when I get to the cash to pay I'm told their machine is down and can't accept gift cards. The manager was close by and confirmed an I.T was on his way to fix tge issue. So i went shopping around and came back where I ended up waiting close to 45 min and was then told it would take another 30 min to work. I couldn't wait any longer so I purchased my items and was told to come back the next day when it would be working and do a refund and repurchase with gift card after. The next day I return as I was told and the computer was still not working. I went out of my way a 2nd time to come back (### I was told too) for nothing and have to return a 3rd time. This is really a horrible service. I then ask the cashier as I wanted to wear what I purchased for a funeral the next day and say if your machine still doesn't work can I wear what I purchased, keep my tags (as I will be repurchasing them anyways and this is not my fault) she tells me no. So not only did I get wrong info to come back for nothing, I cannot even wear the clothes I purchased. This us just unacceptable and really bad client experience. It's definetly not inviting to come back.

Zara store - palladium, lower parel. Mumbai
I had a zara wallet, animal print, fur texture. The wallet beeped everytime I passed through security. It was very embarrasing. I asked the above store to deactivate it in july, 14. Next, again in feb15, I faced the same issue. I went to the same store again and told them to thoroughly check the wallet as I couldnot face the embarrasement everytime. The attendant made a note of my contact no and name and took my wallet. Since then the store never contacted me to return my wallet. When I visited the store again march, they told me that there is no record of the wallet and hence cannot resolve the issue, the store manager is zafar and the people who attended were a girl called shirly, syed. I need my wallet back

Dear Sir / Mam
I purchased 2 ladies bag of this brand, one is almost 3 yrs old and second is 2 yrs old and there is same problem with both bags, their leather is peeling day by day, and I hardly used that bags. I am not having their bills because I never expected such type of problem with such a good brand so I hope for a good response from your side and expect that my problem will be solved. Thank you so much

Zara shop at city center Alexandria, Egypt has the worst customer service ever. His employees are impolite and they are not trained at all to deal with people.
They also sale bad quality cloth.
I bought a coat and after wear only one time, the zip damaged, after going to the store that said no we couldn't help you this coat is not in our system... They are liars and impolite. I will never go to that store again

I placed an order with Zara.com last month for Christmas as I generally have done so many times before. I paid for express delivery because I wanted to guarantee the arrival of the goods before Christmas. I was first sent an email from Aramex, then an email from Zara [protected]) to confirm the delivery time which I replied to, as I was going away for the Christmas. Following that Zara sent me an order confirmation for both orders, then one from DPD with a time on it, with only half the order included. I then received another email with a goodwill gesture offering me back my delivery fee. I thought this was because of an error with the previous message showing only half my order. I then received a time slot so I assumed this was the delivery time and decided I would wait patiently. I then received an email first thing in the morning which I believe stated that the delivery date is going to be 19-12-2014, so I didn’t think I needed to be in the house, although I was in the house throughout the day and never saw any delivery guy, nor did I hear the bell ring. I then received an email that evening with the other half of my order stating that it will be arriving the following day [protected]). I thought nothing of it and planned to stay at home to wait for my delivery as planned. I then received an email from DPD again stating that the order is due for delivery for Friday 19th December but no delivery slot was given, that was followed up by an email from Zara to state that the tracking information could be used. I used it to track and I couldn’t see a delivery time. I then received an email that night, still no goods, but to offer another good will gesture. Obviously I was overjoyed and I didn’t complain. The next morning I received another email from DPD to state what the delivery time will be and I waited in my house. I left as soon as the delivery time was up because I had other plans and I attempted to call DPD. I was on hold for ages so I decided I will call in the morning. When I called in the morning no one answered. I then called Zara but they were closed. On Monday I got through to DPD they said I needed a tracking number and the one I gave them was not matching, they said they couldn’t locate me through my name, so I hung up. I got straight on the phone to Zara and this is where the drama unfolded. I spoke to someone who told me that the delivery had been signed by a K Browne and a Z Browne. They also asked me if I know who these people are and I kept re-iterating that I waited at the delivery time and no one showed. They then informed me that they were going to investigate. All up until the new year I still had no explanation, items or the courtesy of someone calling me back, even though they (at Zara) kept saying they will call me back. When I was called back I was told that this will be investigated and I will get a call back within 48 hours. When I did get a call back, I think this was around the beginning of January 2015, I was told that Aramex will be investigating and I was given an explanation that I will get a call. On the 2nd of January (Friday), someone came to ask me to sign a bit of paper and print my name to “match the signature given at delivery”. I had a short conversation with the guy (Noureddine from DPD) and he mentioned that a white lady had taken my parcel, he also mentioned that he has delivered to me before in the past, which is accurate and I have also seen him before when delivering other items to me and even neighbours. I signed and printed my name as requested then got straight on the phone to Zara. I spoke to a lady [protected]) who kept me on hold then informed me that the signature that I gave was to confirm receipt of my delivery and that nothing more can be done after this. I was furious and I contacted Aramex to ask them what the issue was and why did the delivery driver lie and say that my items were delivered. I know for a fact I didn’t say anything of the sort so I was very upset by this. I was then told by Zara to give them another 2 days. On Monday [protected]) I was given the run around for a few days so I decided I was going to chase this myself as the updates from head office were unhelpful and not really giving any information. Aramex told me that someone is going to interview the driver as my item was apparently delivered to a neighbour. I know this information was not correct because Zara didn’t tell me this in the first place. I waited for them to call me back and they re-confirmed that the signature I gave was confirming delivery and they will contact Zara for an invoice, still not really providing me with information. I then contacted DPD and was told that the delivery driver is going to be interviewed only when an investigation has been raised (this was on or around 6-1-2015). I then called back Zara and on Friday (9th January 2014) and was told that the investigation was now closed because I signed to confirm delivery and I will not be getting a refund. I asked the lady to contact head office and inform them, again, what was said to me regarding this signature and the lady on the phone put me on hold for ages before coming back on and stating that a new person called Bilal will be dealing with it and that a decision will be made on Monday [protected]). I called back on Monday for an update and I was told that nothing has changed and that I will need to give another 48 hours and I wasn’t given a reason or explanation. As you can imagine I am now frustrated and I don’t know what to do with regards to my money back. I have seen the delivery driver myself and spoke to him about the signature and he said that he never told his company that I confirmed delivery. I then called DPD myself and been told that they have not come to collect a signature for confirmation of delivery and that it was to match the one shown in the parcel after days of Zara and Aramex telling me something different. I do not know why now, today another 48 hours DPD are investigating when this has been going on for almost month. Now I am on the phone to Zara and a lady is saying to me that she has been told that DPD are adamant that the package was delivered to the correct address, baring in mind that I have been told that it was delivered to a neighbor, now apparently I am being told that DPD are adamant that there was no incorrect address.

I was advised by a CSA to lodge a complaint and then I was called back saying that I will get my refund with no compensation after all the stress i have been through. I will never ever buy from Zara again in my life. Furious!