Zara.com
Reviews and Complaints

I placed an Online order on 26th Dec 2014 and expecting the delivery within 3 to 5 working days but didn't receive my parcel or delivery until now.
Raised an customer complaint on 6th Jan that didn't receive parcel or delivery yet. Customer service representative updated that will raise a ticket to investigate and check with carriers to see where the parcel was delivered.
Called on 10th Jan - Customer service representative sent me the receipt signature to confirm but couldn't recognise and said will investigate further with ground staff who delivered the actual parcel and call back on 13th Jan.
I was expecting a call back on 13th Jan but didn't receive any call back until 20th instead I called customer services to find out whats happening with my order. Still there is no response from ground staff but will request management to look for refund because there is no stock available of your item. Refund might take upto 48hrs and apologised.

fter a terrible customer service experience at Zara Canada I will not be purchasing a single product from their store. Bought a pair of trousers on sale on a Saturday, was getting my outfit ready for work Sunday night, took all the tags off, and cut out 1 of the 3 long inside tags out since I was planning on wearing these to work the next day. Get them on, do up the zipper when it gets stuck, tried pulling it up & down wouldn't budge & then the zipper split. After 5 minutes I shimmied out of the pants. Went to Zara on Monday with the receipt, all the hangtags, only thing I threw in the garbage & didn't bring was one of the 3 inside tags. Cashier said no problem this shouldn't happen & got her manager to come sign off on the exchange. The manager came over & said although I had the receipt, hangtags & all but one tag on the inside he would not take the damaged item back. I worked at lululemon who has the best customer service exchange and damage policy so I was calm & mature with my approach as I have heard all the stories before but at the end of it, the "manager" who in my opinion is not much of a manager made it very clear that Zara does not stand behind the quality of its product. I was told to email & call head office however good luck ever getting through or a response. Only good part of this experience was that I only paid $35 dollars for these pants I never got to wear out the door & not $79 which they are regularly priced at. Just a heads up for Zara customers, don't want anyone to have the same experience!

My teenage daughter bought some clothing on boxing day in Zara WR Leeds. Her gift card was not enough to cover payment so she handed over a £20 note which her grandmother had just given her. The salesperson gave her cahnge from a £10.
This was queried immediatley however the salesperson refused to do anything. My daughter was then embarresd by the scene created in front of other customers as staff refused to give their names or the name of the manager.
A complaint was logged on line however a standard reply that was not relevant came back. I have also complained on twitter without success. I eventually managed to contact the store manager who said she would investigate and come back to me. I am still waiting however a £10 note has arrived today with a scribbled apology on a small business card.
This was a very upsetting incident for my daughter who loves Zara fashon an it makes up a large percentage of her wardrobe. The attitude of the staff was appaling and they made her feel like she was lying.

Dear Sir/Madam,
I am a very loyal customer of Zara clothes fashion store in Queen St. Cardiff. On 28.12.14 I and my partner decided to go for a treat and do some shopping for clothes in one of my favourite shops which is Zara. We spent quite a lot of money and went back home. The next day i looked at my reciept and realised that the sales assistant had over charged me on one item of clothes and also in another item of clothing there was a tear. I took the item's back and explained they had made an error, also could I have a refund on the damaged item. The sales assistant called her manager over and asked if she could authorise these refunds. As the assistant took the reciept off me she accused me off falsifying the reciept and humiliating me in front of customers and staff, she also accused me of changing the price tags on the item's of clothing which i purchased. I told her not to accuse me of stealing and what was even worse was the managers attitude towards me. They were both rude, obnoxious and showed no skill's of customer care or respect!
They humiliated my partner as he said, "Poor customer care here". The assistant responded in an inappropriate and disrespectful manner and so did the manager of the store, which was even more appauling. Finally after them both humiliating me front of customers I got a refund, but they did not admit that they made an error or apologise for all the inconvenience, as I had to pay £4.50 for parking ticket as well to take the items back and get my refund. I am writing this complaint as i would not like anyone else to go through this experience and also their poor service will make people avoid going to Zara and give the store a bad reputation.

To Whom It May Concern,

On the 8th of November, 2014, I bought a wool jacket from Zara in Square One Shopping Mall (Mississauga, Ontario). Today, I took the jacket to the same store to exchange it for another one that I liked. While waiting at the cashier, I was trying on the jacket that I bought before to make a final decision, and the employee at the cashier saw the jacket on me and refused to exchange it, claiming that the jacket was used. I tried to explain to her that I was just trying it on to make a final decision, but he didn’t believe and refused to exchange it. I asked her to call the supervisor to explain to her what happened. When the supervisor came, she believed the employee’s side of the story, but not mine, and refused to exchange or even return the jacket. After spending a few minutes explaining to the supervisor what happened, she asked to see my receipt, and then without my permission wrote on it “Final Sale”, and told me that I will not be able to return it to any store.

I have been a regular customer for more than 15 years in Canada, France and Saudi Arabia, but I have never had a problem with the store. I have always exchanged and returned items with no problems at all, and I was treated nicely. However, after what happened today, I don’t think I will ever step foot in your store again. The supervisor acted in a really bad way and just to make me unable to return it to any other store, she wrote ”final sale” on my receipt in pen. I honestly felt like she had a personal problem with me although I don’t know her and I have never seen her in my life. I told her that I will be writing a complaint to Zara, and she said she didn’t care. I have read many complaints online from customers about how rude your employees are, but I never believed those complaints until what happened to me today. I will never recommend anyone to buy from Zara again because of your poor customer service.

Said Zaky

The supervisor’s Name: Victoria (6428)
Transaction Number: 102857
Item Number: [protected]

Below is an email I just sent the zara complaints email which I am almost sure they did not receive, I am livid and feeling cheated out of my own money.

"Lately I have been having some serious issues with the service and policies of this company. I shop at zara regularly and of it weren't for the clothes there is no way you would be seeing my money.

1, often there are damaged products on the sales floor, and I have been told that the computer system has no ability to add an override in price due to these issues. Which I know is untrue as I have seen it done before. I have been told that if I do not want to buy the item damaged at regular price then I don't have to as it will "simply be sent back" to the distributor, does this not only benefit zara and sort of leave the customer in the dust?

2, recently I have switched banks 1 day after making a purchase at zara metrotown bc Canada. I have proof of closing my account, and proof of opening a new one. Unfortunately I have no ability to bring in the old debit card! Obviously... I am sickened that I am being screwed by the company, out of my own money!

What happened to "the customer is alway right" or making sure "the customer leaves happier than when they came"

I feel as though I am being cheated out of my own money and it's very unfair.

I whole heatedly understand the policies pertaining to retail returns, adjustments, and things like that. But I also understand that in some cases a person higher up needs to make a decision which is fair and ethical to both parties, and I have not seen this happening at zara locations.

I would appreciate a prompt reply to this with a solution for me to have MY money back."

As a retail employee myself I understand policies, but I also understand that in some cases a manager may be asked to make an executive decision that is in the best interest of the customer and company.

It's unbelievable how all a zara manager will ever say is "sorry I have no ability to fix that for you" or "the computer does not allow me to make an override"

I recently spent $60 of my hard earned money on a shirt from Zara that wrinkles the moment you breathe on it as and impossible to de-wrinkle as I discovered burned marks that appeared while steaming it. It had been a couple weeks since the purchase and this was going to be the first time I wore it. I couldn't find the receipt which is obviously inconvenient...except if it was in Anthropologie or any other retailer that understands good customer service. Unfortunately these marks, which I am certain are burn marks, prevented me from ever wearing it. When I went into their Montreal Trust store to exchange it, I was met with two dead-eyed managers named Claire and Annabelle. Because I didn't have a receipt they didn't even want to look my way. They assumed I had cause the stains. I have no reason to lie, if I was the grease oozing monster they assumed I was I wouldn't have just sucked it up and tried to wash it out. But it came from the steamer, it retained the marks from the hottest spots. This I know because I saw it happen! Did they even TRY to offer the same stupid shirt or store credit or anything? No, not without a receipt is anything possible apparently in this ridiculous store. I've worked at a company which was named the fastest growing company in Canada in 2012 for the past several years. I've witnessed our employees exchange and refund products that customers have broken THEMSELVES with a smile and an apology because any retailer with any sense knows that the pennies it costs the company to write that item off is not worth ruining the brand's image in the mind of the customer forever. That $10, $20, or even $60 item doesn't make up for the thousands of dollars in lost sales and the soon to be widely shared assumption that the brand is solely made up of poor quality goods and bad service. This is now the image I have when I walk past a Zara. All I see now are expressionless girls with too much eyeliner and overpriced garbage clothing. So all this to say I hope they enjoy my $60, I would not condescend to spend another dime in that ### hole nor would I hesitate to blast their crappy clothes at any given opportunity, especially when friends or family suggest we go on a shopping trip.

I was at Zara Mannheim, Germany branch today. One of the staff there is very, very rude. I wanted to have a knitted sweater (bought less than a week ago) exchanged because the stitching came off. I told the girl I might have thrown away the receipt away but I have with me a copy of my bank statement, which clearly shows the transaction, the date and the amount.

The staff told me to go home and dig through my trash! And if I really can't find the receipt in my trash, then I can come back to her with my bank statement and only then will she exchange it. On top of that, halfway through her sentence, she just walked out and went to the back-office.

Unprofessional staff with this type of attitude should not be hired as sales associates.

I purchased a dress online, received the delivery and the item was faulty. I contacted the customer services, who advised me to either take the item back to store or request a home pickup. As I required a replacement I went to store, only to be told that Zara online was a separate company and they could request a refund and order a new dress. Which meant I had to purchase a new dress, whilst the other (faulty dress) would be refunded. Refunds can take up to 10-14 days... I did not order a new dress as the total outlay would have been £140, for two items, rather than an exchange at the cost of the original purchase: £70

This is the third occasion I have had to report issues to customer services, to which they will only state you can make a formal complaint. I do not believe that they use the information to improve service. But only offer you free express delivery, as a way of resolution.

I shall NEVER purchase from Zara again. There are far better shops / services online and on the high street.

I bought a lambs leather which cost me a fortune. The item tore open at the back armhole after +-6 uses. I contacted the Hong Kong customer care line and even with a sales receipt they will not offer me a full refund. They want to refund 40% of the item value while I still have to pay for courier costs to send the item back by international express. Surely it is the companies responsibility to refund full value on a defect item. This Jacket should have lasted me years being pure leather. Why does Zara even retail such items if they cannot guarantee the quality. I cannot afford such a huge loss!

I purchase a pair of shoes for my daughter back in April 2014. She had literally worn it once, and the show buckle ripped. I purchased these shoes at the price of 17.99. I went in today 25/07/2014 to the Whitely's store and was told that because I didn't have my receipt I would have to exchange at the current sale price of 9.99. This I think is out of order as the shoes are not even in store at present and it's faulty, which under the sales of goods act I believe either has to be fixed by the company exchange for the same item or a refund be offered if neither the first two options are available? Anyway I told the store manager that I would contact Zara customer service about this directly. After being in position 3 in the queue and then moving to position 1, which took an hour! I was then cut of and told to leave a message... I am so annoyed and every time I try to phone Zara I always seem to be at position 5... I believe they really do not have anyone answering these phones as for such a big company I cannot believe it takes this long. The store is unhelpful, the company is unhelpful. I don't know what else to do to resolve this problem with my receipt. my email address is [protected]@maximfma.com

I was gifted Rs5000/-gift card on 3rd July 2013. It has been partly used by me and there is a balance of rs 1030/- in the card. When I went today to ZARA to redeem the card for merchandise I was told that the card has expired. Apparently it was purchased by my friend on 27th june2013 and gifted to me on 3rd july 2013. ZARA Gift card does not mention expiry date so how should one know. Also ZARA has been paid for the amount so why are they cheating us of the money. It is not a credit note but a Gift Vocher card so they have pretty well been paid in advance so why CHEAT on us using expiry as an alibi. Not to mention that they have pretty aweful stuff to sell in their Pune outlet.236e9
Card no [protected]

I purchased a dress on line and it ripped on the back seam the very first day I wore it - which happened to be at the Epsom Derby and I had to walk around with my underwear on show all afternoon - horrendous. I rang customer service who advised me that the dress was no longer available online and offered me my money back. Wow - they are obliged by law to do that - no level of customer care there. I asked if Zara could pay for a repair as I love the dress. It's been 2 weeks now and I still haven't had a satisfactory reply.

Just to make it worse, I happened to spot the dress in a store - they had 2 in my size. But both were filthy - one had makeup on the neckline and one had black marks all over the bottom of it. I explained what had happened to the store manager and said I'd buy the dress but could I have a discount - not unreasonable as I had to wash the dress and take a risk that the stains came out. Apparently Zara are happy to sell dirty dresses but they are not allowed to offer a discount! Unbelievable. Also, when I asked if I could have the Manager's name as I had not been happy with the service I received, she refused and said it was Zara's policy not to give out manager's names.

I'm not surprised - they must have tons of complaints. It's just rubbish when a shop treats it's customers like this. Never going there again.

I ordered 3 items from ZARA online (2 jumpsuits and 1 stretch bandana). The 2 jumpsuits were fine but when I opened the stretch bandana, the security tag was left on it. I spoke to their customer services agent (Orlando) and explained the situation. Orlando from Zara arranged for the item to be collected and replacement bandana to be sent over. The supposed replacement item arrived today but it was not a stretch bandana. They sent me another JUMPSUIT. I rang immediately their customer services, spoke to customer service agent named Levi who was half awake and not clearly paying attention to what I was saying to him. I asked to speak to his manager but was informed they do not a manager on duty or maybe the duty was on a break. This was just after 9.30 am. I rang back half an later and spoke to Ronan who passed me on to supposedly his manager- Anastasia. She apologised again but did not offer a resolution. These guys supposedly worked in customer services but they are absolutely lack empathy nor proactive thinking in anticipating customer's needs. ZARA.com looked into your customer services department- from manager to your agents- they need RETRAINING

I have ordered Bermudas shorts for my baby boy and paid for 2 days delivery 3.95£ After 2 days I have recieved a massive chain so I phoned to the costumer servise and I have been advice to take the wrong item to local Zara shop as I would wait at least 2 weeks to be delivered and collected the wrong item.Online people gave an id n.and said in the store they will know the case and they will returned the item plus money and will give you a voucher to apologises .So far I have spent 7.99£ for shorts, 3.95£ delivery, 8.60£ for phone call, 3.00£ for parking and 5£ for petrol .I went to the store and the manager didn't have a clue who I am plus didn't want to take the wrong item from me and I had to buy my shorts again and didn't returned the money .That was the wors experienced with costumer Servis plus store experience so far I have spend 27£ plus I had robuy those shorts again I found it so rude and unprofessional the way how they treat people I will never retry to Zara online!

I went on Victoria Day to grab a quick tank top and heels. Saw one size medium on the rack (black tank top), and quickly cashed out. I was absolutely disgusted when I reached home to realize that the top had white smears on it, as if someone tried it on with their deodorant. I went in today, literally one day after the purchase. I spoke to the manager telling them it was bought like this, and she rejected the item saying I had worn it and it smelled "FOUL". I was ABSOLUTELY DISGUSTED by her behaviour. I didn't even try the top on. The bag was kept in the car, she was SO RUDE. Not only was I disgusted by her mean demeanour, she had the nerve to say she was rejecting my return. I have my own business, and last time I checked sales associates check the product before they place it in the bag. None the less, the sales associate did not even mention to me that it had white smears on it. The manager's name was Cristina, and she was the WORST manager I have EVER dealt with. I cannot wait to speak to the corporate office, and headquarters tomorrow.

Wow i love your clothes but when things go wrong your customer service is the WORST service i have ever seen in the UK. I have worked within the service industry and what you are doing to look after your loyal customers is beyond comprehension.

I will give you a brief summary of my activities:-
-credit on my store card went missing
-store manager in Covent Garden (Norman ID 41550) was RUDE and was not helpful AT ALL, how on earth did he get to this position?
-Store pointed me to online customer services - which was wrong and i spent a total of 1h 23mins (im not kidding) on the phone waiting for someone to pick up, eventually i gave up!
-finally got customer service details for Regent street for shops and not online.
-called, was put through to a dead tone constantly, no one picks up calls. If you speak to reception, they put you through to a dead tone.
- finally got through to "Hira" at customer service who called me back just once and i could pick up, left no messages and i have not been able to reach her again.
-receptioninst (ID 22729) sounds like she couldn't give a dam about how long i have tried to contact CS and just carried on agreeing to everything i said with a monotone voice... how F* frustrating.
-So here i am almost 3 months on and i still have not gotten a response on my missing store credit after approx 3 hours of waiting on phone calls, un responded emails and so forth.

Hello,
I recently visited a ZARA outlet in Mauritius, more precisely at the SUPER U shopping mall in Grand Bay. As a vivid ZARA fan, I know most of the time what to expect when I step into such an outlet. However, I was very dissapointed to see the quality of the fabric and the clothes on display. I was shocked. I have shopped at ZARA in several countries, including Europe, Morocco etc etc. But I have never seen such poor quality products, poor fabric and defective dresses and blouses. The sizes are completely absurd. I am wondering if these are really ZARA products or merely poor brands with a fake ZARA name tag on them. If this is the case, I would suggest immediate action is taken to bring out the fraud that is being done over here. Because, it is clearly a shame to the worldwide ZARA reputation.
Thanks,

I ordered 4 items online and given a 3-5 working day delivery window. By day 4 I had received no despatch confirmation so I phoned and was assured that my delivery would be there the next day.
I waited all the next day and received nothing. I phoned again to say there was a problem with my order but they couldn't tell me what. I then received an email saying they had tried to phone but ( no missed calls on my mobile) and asked me to phone again. I did and was asked if I had received my order! I obviously hadn't so hey now needed to investigate it. I then got another phone call to say my order would now be despatched and I would receive in the following to days. I then got an email to say my order had been delayed with no other details as to why or how long. I phoned again and was told that this message was related to the first delay and not another. I had already asked for and was assured that I would receive a despatch confirmation which I hadn't received and asked for it again. I was told that I would receive the following day along with another for an order I had also placed 3 days after this one.
The following day on checking my account I noticed the order had been cancelled. I then checked my emails and I had received a refund but no emails from Zara at all so I didn't know what had happend. I phoned again and requested H/Ofiice details to complain but was refused. A manager would call me today.
The Manager called and despite all the above he said he had only just received the details . the order had a problem in transit. i said do you mean it is lost. he seemed to think that they Zara had been inconvenienced just as much as me and completely failed to take on board the above errors and believed that nothing could have been done till now despite me pointing out that I had been given inaccurate info several times. When I asked why they hadn't tried to for fill part of my order from the stock that was still available on line he told me they had run out which was very strange as I myself placed an order for 2 of the missing items this morning.
In the end I was offered 2 express deliveries. I told him I would not be ordering again for home delivery and even if I did I wouldn't use express delivery. I requested instead he offers a credit against the order I had just placed. He said they don't do that and express deliveries are the only compensation the offer which again is strange because I was sent a voucher earlier this year for another big mess up.
Finally I was go smacked when at the end of the conversation this manager said it was not his perogative to call and speak customers.
Get off your pedastool and take responsibility for messing paying customers

I selected 4 items for total of greater than $50.00 and qualified for free shipping. I selected to Check Out, went through shipping info, etc. Then selected PayPal method of payment, within Zara.com screen logged onto PayPal. I ended up with a screen containing amount and "Submit Payment" option only. All of a sudden a popup screen comes up saying that one of the items I ordered is not in stock anymore.. I did not want to submit the payment, and wanted to go back to select another item to make it to over $50.00 again. To my surprise, when I clicked back button, to order got submitted and paid for! with a shipping charge of $4.95 added to it.
Plain ridiculous! I submitted message to Zara.com right away explaining the situation. No one contacted me for 3 days, the order got shipped - got confirmation e-mails for that! I called Zara US customer service this morning, talked to Leona, felt like speaking to a robot, not a human being. Anyway, she was literally monotonously giving me same answer that the order is less than $40 and sipping fee is applied. No matter what I was saying, she completely failed to hear me and recognize the fact that Zara.com basically let me commit to the over $50 order of 4 items, let me proceed to the payment, while selling same item to someone else! Moreover, the order was processed without my permission! Now, "Zara can not refund me $4.95"! This is ridiculous that for some 5 bucks they are willing to screw up quality of their service, moreover to recognize shortcomings of their order processing. I am an online shopper, and never, ever have I had experience were proceeding with order payment I get a popup saying item is not available anymore, and no matter what I do, the order is processed!
Will definitely be speaking to PayPal