Zara.com
Reviews and Complaints

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!

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.