Zara.com’s earns a 1.3-star rating from 501 reviews, showing that the majority of fashion shoppers are dissatisfied with their purchases.
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changing policy
I have problem with zara shop in torium avm / istanbul / turkey. Today I visit there and I wanted to change a product because of the quality problem. The shop manager made everything difficult and insult me like I don't have any right to not be pleased with its products. I am regular zara customer, it is the first time happened to me, I got shocked and dissapointed. They took my blazer jacket and they told me they will send it for test and they will call me on sunday. I am waiting for them, I don't want my money back, I just want to get another blazer jacket, the more expensive one. Money is not the issue, the service quality and feedback is important. The quality was not expected so I want to buy expensive one. Is there anything wrong? Because I can not see anything wrong. Please help me out about this issue. Contact with zara turkey istanbul - torium avm
Best regards,
costumer service
I was returning the clothe I bought yesterday to Zara at Southgate mall in Edmonton, Alberta because my friends said the color was not good for me and i think it was a little showy. Plus it was a little small for me. I just had worn the clothe for about one hour. However, the staff (should be the only blonde one among the staffs who were working this afternoon) told me there were some crease on it and I cannot return it. Though I just had worn it for a short time I understand that if the clothe is worn I cannot return it. But I really do not know whether it is because I wore it that caused the crease or the crease was there when I first bought it. But it is not the point. When I walked out of the store I realize they took the tag on the clothe. However I am a keen tag collector. I kept all the tags from the clothes I bought. I know it sounds crazy but I do like all the designs of different brands therefore keeping the tags became my habit. It was the first time I bought clothes from ZARA so I was really sad that the tag was missing. Then I returned to the store and asked the staffs about the tag. I was pretty sure they took it. However, the blonde told me they cannot do anything for me and her attitude was really really bad. I told her it should be one of the staffs that took the tag and she even did not try to look for it for me but refuse to offer me any help. Then she told me it may be in the dumpster. I told her that Id like to find it in the dumpster myself. Then I did find the tag there and I was the staffs that dumped it. I understand that though, because the tag was really a small thing and they may dumped it. However, the blonde started to call the manager of that store and said there is a warning that a lady insisted to find the tag of that clothe but we cannot return the clothe for her even if she had the tag. I didnot know what shes saying that time. Then when I told my friend she told me that if I wanna return the clothe the tag should be along with it. Because I never returned clothes before so I actually did not know about it. However, I am very angry that she was not just doubting me that I tried so hard to find the tag was because I wanna return the clothe, but also she was making that phone call in my face as if she was warning me about not to return it whatsoever. I do think it is very very impolite to making this kind of phone call in my face about the thing I did not do. Plus her attitude was really really bad and made me so sad. I think as ZARA is such a big company. it should pay a lot of attention to its customer service. However, this lady really makes me frustrated about their customer service. And though it was just my first time buying stuffs in ZARA, I do not wanna buy anything from ZARA in the future.
I have had terrible customer service at a Zara here in the UK. I wanted to return/exchange an item that I had (shouldn't have) bought from Zara. Because I work 7 days a week I was unable to return the item within the 30 day refund period. Completely ignoring and brushing aside my extenuating circumstances, they point-blank refused to return the items or for that matter an exchange.
The staff (especially the store manager and the menswear manager) (Rebecca) became very defensive and dismissive, abrupt and otherwise unwilling to engage in a conversation. Despite myself being a regular customer, there was no flexibility or empathy on their part or any attempt to resolve the issue by showing goodwill.
They stated that the primary reason for not allowing me to exchange or return the items was that they had changed seasons and thus they would be unable to re-sell the items. Previously the staff were more than happy to help and assist me when SELLING things to me - but apparently customer service and their friendly attitudes go completely out of the window as soon as they are not able to make money from you i.e. you are returning something.
Welcome to Zara Clothing. They are happy to take your money but if you ever have a problem or an issue, expect terrible customer service. Expect them to be defensive and dismissive, abrupt and otherwise unwilling to engage in a conversation. Expect a LACK of flexibility or empathy on their part or any attempt to resolve the issue by showing goodwill. But of-course, they will be more then happy to sell you some more things and take your money!
They have now lost yet another customer and future revenue all for their desire to save £9 (by not returning the item) due to their greed and their rigid and inflexible customer service. Very clever business strategy!
I will be shpping elsewhere from now on. there are plenty of alternatives: H & M, FCUK, GAP, Levi's, John Lewis, Debenhams, Next, BANK etc. Explore the options!
damaged product
Bought a shoe which got damaged after one wear. i took it to Zara store they kept it for 2 weeks to repair and repaired it so badly .On requesting for new piece store manager asked me to use the same knowingly that it is getting broken right infont of his eyes . very very very bad service and quality ...
I purchased a pair of leggings from Zara about three weeks ago. After one wear, they developed a hole, so I promptly returned them to Zara, where they said they could not give me a refund because I'd worn them -- despite the receipt showing my having bought them 2 days before. I took the gift card they gave me in exchange and came back about a week later to find something else -- the one thing I liked was a blouse that they only had one of in my size. This one blouse had makeup on it -- the store clerk offered to use a wipe to try to get the makeup off, but that's the best she could do. By this time totally annoyed, I ordered the blouse online, which arrived today. Though the TAG was the correct size, the BLOUSE ITSELF was actually a size larger -- not my size.
Such a massive headache for such cheap, badly made clothing. I've learned my lesson= you get what you pay for (and sometimes not even that).
damaged goods bad customer servise
I had a really bad experience at the Zara store at the Topanga Mall in Canoga Park 91303. I purchased a dress in September to wear for a wedding in October. When I tried on the dress at the store it fit me perfectly and I was saving it for the wedding event so I did not try it on again until a week before the event. When I put the dress on and tried to pull the zipper up, the zipper head gave way and the I could not close the zip back up. This was just the second time I was trying on this dress. I took it back to the store and the sales associate refused to take it back. I asked to speak to a manager who was equally rude and refused to take it back on the grounds that I was bringing it back past 30 days. I was not asking for my money back, just an exchange for something else because I was stuck with a dress that was clearly faulty or damaged and couldnt wear it. I was shocked at how the manager treated us at the store and determined to take my complaint to corporate. I was even more shocked to find this company does not even have a phone number or person to reach to speak about the complaint. You have to email them through their INDITEX website and even though I sent several emails I am yet to recieve a response. Just terrible. I used to love shopping at Zara but I cannot even bare to look at their store now.
The complaint has been investigated and resolved to the customer’s satisfaction.
I just had a terrible experience at the ZARA at the Mapleview Mall in Burlington Ontario when I took back a shirt my husband received for Christmas. It was too big. I was one day past the 30 days, but an exchange would have been fine with us. The sales person looked immediately apologetic and said the exchange would only be worth the price of the item that was now half off. I had the receipt and said that this was a bad policy. We should at least get an exchange worth the price paid (31 days ago). He called the manager over who roboticly handed us a pamphlet with an email address to send a complaint to. To this my husband left the store in anger. I stayed behind in order to buy a dress for my daughter with the measly remainder. When I brought it to the counter they told me I had to either match the price exactly or above. To this I got even madder as I wasn't giving ZARA another cent. The manager had to be called over again. When I loudly expressed that this was a terrible policy the manager said it was "interesting" that I would behave like this especially since I'm a mom (I had my daughter with me). Not sure what that was supposed to mean. I tried to tell her that it's infuriating that when one has no real means to complain people can get angry. I'm also not a sucker who just let's injustices pass without speaking up. I also told her I had worked in customer service before and my complaining wasn't personal. Still, it's important to at least listen to customers. To me it seemed like she had listened to this complaint many times and was giving me no sympathy. (Another woman in the line-up told me she had had the same problem when she tried to return something.) I told her ZARA could keep the three bucks for the difference in price and she made this exception before storming off. It appeared that she had the power to make exceptions and chose to give this one, but not for my initial request - an exchange for the full amount. Honestly, I felt bad for her, but she didn't exactly smooth things over for us or looked willing to try. I have shopped at ZARA since it came to Toronto (about 15 years ago), but now I will never give them another cent and I will tell everyone who will listen that they have the worst exchange policy I have ever come across.
I have had terrible customer service at a Zara here in the UK. I wanted to return/exchange an item that I had (shouldn't have) bought from Zara. Because I work 7 days a week I was unable to return the item within the 30 day refund period. Completely ignoring and brushing aside my extenuating circumstances, they point-blank refused to return the items or for that matter an exchange.
The staff (especially the store manager and the menswear manager) (Rebecca) became very defensive and dismissive, abrupt and otherwise unwilling to engage in a conversation. Despite myself being a regular customer, there was no flexibility or empathy on their part or any attempt to resolve the issue by showing goodwill.
They stated that the primary reason for not allowing me to exchange or return the items was that they had changed seasons and thus they would be unable to re-sell the items. Previously the staff were more than happy to help and assist me when SELLING things to me - but apparently customer service and their friendly attitudes go completely out of the window as soon as they are not able to make money from you i.e. you are returning something.
Welcome to Zara Clothing. They are happy to take your money but if you ever have a problem or an issue, expect terrible customer service. Expect them to be defensive and dismissive, abrupt and otherwise unwilling to engage in a conversation. Expect a LACK of flexibility or empathy on their part or any attempt to resolve the issue by showing goodwill. But of-course, they will be more then happy to sell you some more things and take your money!
They have now lost yet another customer and future revenue all for their desire to save £9 (by not returning the item) due to their greed and their rigid and inflexible customer service. Very clever business strategy!
I will be shpping elsewhere from now on. there are plenty of alternatives: H & M, FCUK, GAP, Levi's, John Lewis, Debenhams, Next, BANK etc. Explore the options!
I had the same type of experience from buying a jacket on their website. The item was way undersized (I wear a 12 and I couldn't begin to get my arms in the sleeves and I am not overweight..5'7"). So, I rather than return it, I decided to save it for MOthers Day and give it to my mom. She is 5'3" and a size 8. The jacket was way too tight on her! So, I read the return info and was shocked to see that they have a 30 day return policy. Who ever heard of that?! So, I call the 800# only to be told that they would not take it back (even though it was defective). Spread the word...they are unscrupulous.
I also have a ggod experience from Peridress. I have an wedding dress of luxury style from Peridress! I just want to say thanks for making such a fantastic wedding dress! Everyone at the wedding thought it was gorgeous and that I looked really beautiful! It was the perfect fit too! I also want to thank for such a good customer service, they are the best! Thank you, Peridress.
Yes. I also want to recommend Peridress to you. I also have had my wedding dresss from Peridress. I received my dress 45 days after the order date. My package was solid in hand and in very good condition with dresses included. When I was put it on to look in the mirror, I was a very beautiful girl myself to be a bride in future. I love it! My service advisor recommended me to use the gentle cleaner to do cleaning for the dress. I did it according to her words. Then a perfect dress I found I purchased!
Huge thanks to Peridress and their experienced staff. I was in great expectation of my wedding coming near. Also I am in great expectation of another chance of dress purchasing!
I'd like to recommend Peridress to you if you want to purchase dress on line. I purchased my wedding dress from them. Their professional and promptly response as well as their quick and in time delivery. I also can't help to say thanks for tailoring such a fantastic wedding dress for me!Everybody at my wedding ceremony chorus so gorgeous it was and so really beautiful I am in it! Perfect fit I feel! It isn’t the first satisfied shopping experience of mine with Peridress. Thank you, Peridress.
poor customer service
The costa mesa (south coast plaza) Zara store needs to really work on their customer service. Badly! Ive been treated poorly several times and my experience today was no different. Today I walked in and had some items in my hand that I wanted to purchase. I asked the sales associate if she could possibly put the two items in the back so I didnt have to hold...
Read full review of Zara.com and 17 commentsreviews
I want to state, that based on the complaints in this facebook list, I would never shop at Zara Robson Street Location in Vancouver. The staff sound horrible, and the company does not stand behind it's customers. This is very informative for me and I will spread the word to all my facebook friends to read these complaints and not shop in the Robson Street Location in Vancouver. We do not need this type of management and customer service on Robson Street. If you cannot be nice and give the customer the right to express and return their merchandise without being insulted, I think we should all know about it and refuse to shop there. I will try to start a boycott against the store. Please everyone else that feels it is a horrible place to shop... tell you friends and family and not go to the Robson Street location in Vancouver. With the complaints that I have read here, you will not be treated properly. You deserve better. Spread the word... No service is no business and then they will soon be gone. Rents are expensive and if they do not get the business they will be gone and we can get someone in there that respects the customers.
great! well done!
The complaint has been investigated and resolved to the customer’s satisfaction.
bad and improper treatment because wearing hijab
a girl who is working in Zara Egypt Carrefour alexandria branch has pulled the dress from my sister hands and removed all clothes from infront of her just because she is wearing Niqab(egyptian Hijab) on thursday 22 of september 2011 at 8 pm . I want my complaint to reach the general manager and a seriuos action is taken against that girl and I'm waiting for a reply
The complaint has been investigated and resolved to the customer’s satisfaction.
bad customer service to 4 children
I tried to sent my complaint via the Zara website but (to no surprise) you cannot do this! I was hoping they would see this and address the way cutomer service is handled.
I was visiting the flagship Zara store on Regent Street on Wednesday 31th September at around 12.15pm. There were 4 children outside in floods of tears as their father had had a seizure and was being attended to by paramedics in an ambulance parked just outside the store. I stopped to ask if they were ok and while they explained they didn’t know what was happening to their father, one of the Zara sales assistants came and shooed them from the doorway, asking them to stand in the corner (they were already in a corner and were not obstructing any customers). She didn’t bother to ask why they were crying.
I went in and spoke to that same sales assistant (I regret not getting her name now) and explained what had happened to these children. I suggested a member of staff could offer them a drink or perhaps periodically make sure they were ok until the paramedics could speak with them but she rather rudely informed me she didn’t have the time and she was very busy. Indeed.
I am a mother of a much younger child but I would like to think that if I was taken ill then my daughter wouldn’t be left to cry in the street and ‘customer service’ would extend into human kindness and she would be comforted. Before you ask why couldn’t I stop if I had the time, I did, and bought the children refreshments and cakes and waited with them until the paramedics could speak with them and let them know how their father was doing – all of this was right outside the store. Even the paramedic was disgusted that 4 children were left to cry in the street.
I have to admit I was livid with the sales assistant and spoke with the manager who informed me that they are very busy. I hope they somehow read this and understand that customer service does not just mean getting a garment or shoe in the right size.
shame
For ZARA customer service, to the attention of PLINO
Topic: - Letter of complaint
I faced to you with a lot of confidence that you will Dealt with severely in the nasty incident that I encountered when I wander around zara's branch in Israel, mainly in Nazareth ZARA's branch
I wandered around in all over the world in zara's branches, and I am a very loyal customer, but like this nasty service I didn't saw all my life!
I entered Nazareth zara's branch to buy for new boy a present and I hasten to my work
Zara workers help me to choose a kind present and they make me convinced and satisfied.
I turned to the cash register to pay, and I stand queue like the other customer, I dare to ask the cashier politely, if she can calculate me because I was so hurry to my work!
And here is the big choke when she looked at me in a cruel glance and she answered me in insolence, Imperative mood tone: -
"wait like the other people in the queue"
And I heard bad saying, that customers mustn't heard
The cashier whisper to the second cashier that I am "mentally ill patient"
Yes, I heard this saying and I am sure that all the customers that they wait in the queue they heard what I heard!
I am a dr. and I'm not a "mentally ill patient" I insulted in my Shopping Experience instead of to derive pleasure from shopping!
I insulted In front of everyone…..
Shame on you! Fie! ; Unacceptable, disgusting!
I left the present and I didn't answer the rude cashier!
I run away from this bad branch that include these kind of workers
And I look after address that I can contact you especially the holy and literary sources that is you in Spain
Because you are a Spanish company that I trust that you didn't make customer embittered, neglected and make Client against you
In this behavior you make me not only Indifferent customer but also Customer enemy!
The cashier called "anna bochman" I asked the workers to bring me her name
A lot of workers they didn't tell me and I get it at all!
These rude workers mustn't be in zara service
And they need moderation!
With a lot of confidence that you will Dealt with severely in the nasty incident that I encountered
• (I talked with Responsible for customer service that called PLINO from zara Spain customer service, she ask me to write all complaint letter)
Dr.osnat kohen
Dr.[protected]@hotmail.co.il
The complaint has been investigated and resolved to the customer’s satisfaction.
deceptive marketing
While shopping in the mens section of the Zara store on The Strand in Sliema, Malta, I came upon a rack of Polo shirts all of which were the same model. The only difference was their colour. On top of the rack was a sign which said, "SPECIAL PRICE €25.95. On the end of the rack was a navy blue shirt. It had a price tag of €27.95 on the shirt, but as I said their was a prominent sign on the rack stating "SPECIAL PRICE €25.95.
I took the item I was interested in and proceeded to go to the cash check out on the main floor. The cashier scanned the item and said it was €27.95. I pointed out to her that the rack had a special price sign on it. She said she would check and called the attendant on the first floor to inquire. She came back with the answer that it was a T rack and that the item was on the rack where there was no sign. I told her this was not the case.
I went back to the first floor where I clearly saw this was not the case. The sign was on the rack I took the shirt from as there were 3 or 4 shirts remaining with the same color. The Manager on that section then changed the stories to two separate explanations. The first was the sign didn't mean all the items. (They were all the same model of polo shirts with different colours. The rack was only about one meter long) Her second explanation was that particular color of shirt, the price tag stated €27.95. I said to her that they were all the same model and there were 4 or 5 of the same color on that rack of about 20 polo shirts and a prominent sign sating a SPECIAL PRICE.
I then asked to speak with the store manager. While waiting for him I noticed this was not an isolated incident. In fact the store has a policy clearly as I went around the store looking for other racks with SPECIAL PRICE signs and the item on the end, (a popular colour) was higher priced. This is indeed a sales strategy of ZARA.
When the store manager Malcolm finally arrived he came with the manager of that section. They obviously knew what the complaint was. I told him I felt Zara was using deceptive marketing practices. He defended the store position saying the price tag was €27.95 and the fact they had placed 4 or 5 shirts at a higher price on the SPECIAL PRICE rack, that was of no significance. As I pointed out, they use this deceptive tactic throughout the store. They were quite unapologetic.
There are 2 issues here. The first is in my opinion ZARA is attempting to mislead its customers. Secondly Zara spends millions of euros every year advertising to attract customers and yet they practice in deception to cheat their customers and anger them as well. I personally will never shop in this chain store or its affiliates again. I will also spread the word around as well as forward this complaint to several consumer protection agencies and the company itself. I don't quite get the rational here.
poor service
I was recently at the Mapleview Mall in Burlington shopping at Zara. I have never had a issue at a different location, but I was absolutely disturbed at how the employees treat customers. I had purchased a top with my wife and needed to make an exchange for a different size. I stood at the counter for about 3 minutes right infront of 2 employee, chatting...
Read full review of Zara.com and 4 commentschange room policy
I was told repeatedly that I was not allowed to stay in the changing room area because I was not trying on clothes. The fact that I would be the person who would be paying for my daughters clothes did not matter. I was told to ask my daughters to go back into the store every time they tried on something different. It didn't matter that I was helping do up back buttons, fetching items in different sizes, etc.
One employee told me the policy is a theft prevention measure. Another employee told me that was not true. I was also told that this had been the policy since the store opened but I had never been told to leave the changing area in this store before. The store was not busy; maybe a third of the changing rooms were occupied so I don't think it had anything to do with reducing crowding in the changing area either.
I was harassed the entire time my daughters were trying on clothes. It was not a experience that I would like to repeat.
The complaint has been investigated and resolved to the customer’s satisfaction.
Zara has the most stupid change room policy! If you are shopping with your friend/partner and you want to try an outfit on, normally you would want their opinion, right? But Zara doesn't allow you to go in with someone who doesn't try on clothes themselves. You're suppose to walk out of the change room into the entrance of the change rooms to display yourself for everyone to see. Now, what if I'm a shy person and don't want the rest of the world to see? Or what if I have my wallet or valuables in my pants that's being left in the change room now that I have to go to the entrance for my friend to see? Is the staff going to guarantee that no one is going to steal my valuables? Is the staff discriminating against shy people who don't want others to look at them? Really, what is the benefit to this type of change room policy? If it's theft they are worried about, then that's what those security tags on the clothes are for and they have a live security person at the entrance door...so do they think the security measures they have in place are in adequate? Do they not trust the security guard nor their security cameras? Maybe it's the staff they should be more concerned about rather than assume all the customers are going to be thieves! Plus, really, the clothes are not worth $1000's of dollars, so why treat people like they are out to steal? It's really terrible customer service and the staff are really rude about it to people who may not be familiar with this stupid policy! Zara has lost me as a customer -- I don't need to be treated like a thief or like dirt. I'll shop somewhere else where the staff are nicer and the change room policy is not something ridiculous! I work hard for my money and I'm not going to waste it somewhere that is going to make me furious!
I had exactly same problem while was trying the clothes the staff are so snobby and rude and they had the worst behaviour toward my mom and I. This is ridiculous
scamming sisters
These two took the IDs and decided to scam and not pay.
They have a couple of addresses.
1) John Paul Arreglado
Planet Hollywood Business Center
3667 Las Vegas Blvd South
Las Vegas, NV 89109
2) John Paul Arreglado
2845 Providence Way
Pomona, CA 91767
Email: [protected]@gmail.com
Posted by [protected]@anonymousspeech.com
The complaint has been investigated and resolved to the customer’s satisfaction.
hi i would like to do some business with you newid, so if you could please email me at foxy_girl0703@yahoo.com. thank you
scarpe
Ieri mi sono recata da Zara nel Centro Commerciale Freccia Rossa di Brescia, sopra una bacheca dov'erano esposte solo scarpe era appeso il cartello "TUTTO A € 29, 99". Ho chiesto ad un commesso se il prezzo era quello riportato sul cartello ed alla risposta affermativa, ho deciso di prendere due paia sandali, uno color cammello ed argento e l'altro rosso. Alla cassa il cassiere mi dice che il sandalo color cammello costa € 49, 99 mentre quello rosso € 39, 99 e non € 29, 99 come riportato sul cartello. Ho cercato di dire che se un prezzo veniva riportato in grande su un cartello, quel prezzo doveva essere, ma il caporeparto mi ha detto che si erano sbagliati ad esporre le scarpe ed i prezzi erano quelli maggiorati. Non ho acquistato nulla in quanto se un prezzo è esposto, quello deve essere. Ho sempre fatto acquisti da Zara ma ora penso che nonentrerò più in un loro negozio considerando il comportamento avuto.
wrong price tag
Last July 9, 2010, 2000 HR, while passing the time, to fetch our daughters watching the Usher Concert, we chanced upon Zara in SM MOA on sale. My husband & I checked it out, in case, leather jackets are also on sale.
We were glad that a line of Men's leather jackets were on sale to almost 50% (exact original price is about 8k). The section carried a big sign that says the sale price. Taking advantage of the windfall, we took 3 leather jackets, all priced at P2490.
At the cashier, we were told that they should be P3490 (1K more). We told the cashier, why is that so? We told her, they should have pulled out all the items wrongly tagged, so, it does not deceive, confuse, trap, compromise the customers into buying an item, w/c surely was chosen because of the discounted price at that time. It should not be when already during payment that they will be informed of the mistake (of inefficient / careless employees). I even told them, in the USA, whatever price is attached to the item, even if it's only $1 (to an originally $1000), the price tag will be honored. Precisely, because it is not the fault of the buying customer, but the lapse in their work. (And if 2 prices are attached, the lower one is followed in the payment). Mind you, a lady and son, were also in the same predicament, with a few shirts on their hand. She also expressed the same sentiment. Since the line behind us is getting long, & there was no point complaining, because, even her supervisor concurred w/ her, we had no choice, but to go on w/ the purchase, together w/ some other items, using our BPI credit card (w/c can afford the additional amount, of course).
I think the staff should have rectified their mistake, as soon as discovered behind the scene, not, at the customer's presence & expense. This is pure ineptness. What if the customer was paying in cash (& her money is just enough for the price tag)? That person will have to forego the purchase, feeling sorry and embarrassed, that she can't afford the higher price?
A few days after, at Zara Greenbelt 5, we related our experience to the sales staff, and they were apologetic & said, they should have honored the price tag. I know it's a loss for the company, but, won't you be losing your customers also, and the reputation of your highly regarded store (a favorite of the family), because of this? This is POOR CUSTOMER SERVICE & POOR MANAGEMENT.
Invoice No. [protected] & -15 : Machine ID No. [protected]
We hope to hear the official stand of the store and Zara, as a whole, regarding this matter, not only this particular incident. Thank you.
The complaint has been investigated and resolved to the customer’s satisfaction.
rhoze vien zara trinoma not well trained...flirting first before service...
Experienced the same thing at Zara Trinoma!
no cctv
I just had a bad experience at ZARA Glorietta today July 10, 2010 at 3:00pm by having my wallet stolen inside the store premises.
I believe it happened when a fat lady wearing white shirt, pants and with pony tail bumped me at the kid's section. I immediately went to the guard and asked if they can close the door but the lady just told me just to talk to the manager. Ten mins had passed but stil i cannot see a manager, the guard didn't even bother to help out and look for the manager.
Once I was able to talk to the manager, he just asked my name and my number. I asked again if they can close the door but he said they can't. I asked if they have CCTV so i could check. unfortunately they have none.
I am terribly disappointed given that ZARA is a high end store and I was shocked to hear that they don't even have a CCTV. They don't even know how to protect their customers from pick pocket people.
extremely poor service
Customers beware!
I wish to share my experience at Zara Brent Cross to highlight their desperate moves to keep money in their till!
I work at the Head Office of an established retailer that prides itself of it's excellent customer service. I have had an extremely busy month having been on holiday, and work being hectic due to the company's clearance commencing in this month.
I managed to fit some time around my busy schedule to return a pair of shoes which I had purchased 31 days previously (their returns policy is 30 days, but please bear in mind that the amazing hot weather, and of course the World Cup had withheld me from visiting the branch the day or two before).
The assistant who was supposedly "in charge" shook her head when the assistant had called her over to check wether it was ok to process the refund. She refused to give me her name when I challenged her decision as, having worked for numberous retailers, I know that the store manager can use their descretion in such circumstances to overide the system (Ihad been a store manager too!).
To add to the frustration, she was not sympathetic, nor did she offer an alternative solution such as a credit note, or an exchange. In my oppinion, it is the branch's desperate attempt at meeting their sales targets in this econimic climate.
Perhaps Zara, or indeed Zara Brent Cross, should take a leaf out of the company in which I work for, or any comapny which go the extra mile with their service. The customer will always remember good customer service, but more importantly will remember the poor service, and share their poor experiences with others more so than their good experiences!
I could go on but I wanted to take this opportunity to warn others of my experience. Having spent on average £150 every month in Zara, I am now compelled to spend my hard earned cash elsewhere (sorry this may seem petty to some. What can I say, I'm passionate about service). Such a shame.
I work for Zara and I can assure you they managers have not such powers. All receipts are processed by head office and we get in loads of trouble for accepting returns after 30 days which aren't faulty. I wish they would make it easier for the both of us but Zara policy is totally rigid no matter your position.
poor customer service
Im writing to express I felt Zara at Maidstone Branch UK have treated me in an unacceptable, unreasonable and unfair manner.
On 22 June 2010 (Tuesday), Ive brought an unwanted skirt to exchange for other goods whilst I reached to the till, I have noticed there was no receipt to be presented. The Shop Assistant refused to exchange the goods, in the meanwhile the Shop Manager also turned up to the till and I explained to her that I have bought the skirt at the weekend, so the Shop Manager started to search through her file containing receipt records, however, while I was still trying to recall my memory for a specific time just to help her to progress further, she had changed her mind and she slammed her hand on the file. She got annoyed and refused for the exchange. Then she has just walked away.
Her rudeness gestures and facial expressions have showed that she was very impatience, short tempered and I have given her such a troublesome in the morning. I have felt ever so embarrassed to beg for an exchange in front of all other customers which the items I have already paid for and was unwanted.
I have not been noticed their list of policy and this kind of situation havent been happened to me in the past. Since then, I have found the receipt at home. I returned to Zara and produced the receipt and the goods for a full refund which they abode.
In the above case, the Shop Manager has managed to obey the company instructions, however, she have not only neglected assess my circumstances appropriately in respect of taking a glance of the returned goods (which all of labels was still hanging out of the skirt), but also failed to maintain their code of conduct towards their valued customers. In view of this small matter, we will not shop at Zara in the near future as such rudeness attitudes towards customers would not be tolerated.
I would like to advise Zara that they could give more flexibility and adaptability to customers in respect of above situation and improve the staffs conduct by giving them more professional trainings and advices towards customers relations. At last, I, sincerely urge you to deal with this matter without further delay. Thank you for your attention indeed.
i guess Zara will just be ignoring all their complaints because they dont hv any customer services at all.
I absolutely love the clothes in Zara, and if it wasn't for that I would honestly never shop in there again. Frequently I see shop workers in Zara, Maidstone blanking customers, speaking rudely and bluntly back to customers and never once do they smile when they are working. Every single time I have been served in the shop, the till worker will simply push the bag my way, with a very non- genuine "have a good day". I have been publicly embarrassed many times in front of staff when bringing back items that have not even been tried on, with the full receipt, but being accused of wearing it because it looks like it is in poor condition. Recently, I bought a dress from Zara which I tried on in the fitting rooms and really liked, not until I got home and my sister said it wasn't very flattering, so I took it back, full receipt and still in original bag. However, they still decided to call a manager to the till and question my honesty in front of the whole store. The workers are simply not taught to be kind and loyal to customers, and clearly have all had awful weeks as they do not know how to smile. I just don't know how much longer customers are going to keep going back, to be verbally abused by each member of staff.
customer service and merchant violations
I just had the worst store experience thanks to Zara (Shangri-la branch, Philippines). I intended to purchase an item through credit card and the cashier refused to close the transaction because I CHOSE NOT TO present a valid ID. As I understand my rights, merchants can only ask for identification but are NOT ALLOWED to deprive the customers of their...
Read full review of Zara.com and 7 commentscustomer service
Today I was at the Zara in downtown Vancouver. I am familiar with many of their ### sales ladies, today was no exception. I was trying on pants in the kids department because being petite, those are the only pants at Zara that are the right length for me. I say, "excuse me" to a sales lady, she eyes me haughtily so I clarify, "I have a Question". Thi...
Read full review of Zara.com and 42 commentsZara.com Reviews 0
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About Zara.com
Zara is known for its fast fashion approach, which means that it designs, produces, and distributes new collections every few weeks. This approach allows the brand to stay on top of the latest fashion trends and offer its customers fresh and exciting styles on a regular basis. Zara's collections are designed in-house by a team of over 200 designers, who work tirelessly to create unique and fashionable pieces that appeal to a wide range of customers.
One of the things that sets Zara apart from other fashion brands is its commitment to sustainability. The brand has implemented a number of initiatives to reduce its environmental impact, including using sustainable materials, reducing waste, and implementing energy-efficient practices in its stores and warehouses. Zara also offers a recycling program, where customers can bring in their old clothes to be recycled or repurposed.
Zara's success can be attributed to its ability to stay ahead of the curve when it comes to fashion trends. The brand is constantly innovating and experimenting with new styles and designs, which has helped it to maintain its position as a leader in the fashion industry. Zara's collections are known for their high quality, affordability, and versatility, making them a popular choice for fashion-conscious consumers around the world.
Overall, Zara is a brand that has made a significant impact on the fashion industry. Its commitment to sustainability, fast fashion approach, and innovative designs have helped it to become one of the most successful fashion retailers in the world. With its global presence and loyal customer base, it is clear that Zara will continue to be a major player in the fashion industry for years to come.
Overview of Zara.com complaint handling
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Zara.com Contacts
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Zara.com emailscontact.es@zara.com100%Confidence score: 100%Support
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Zara.com addressAvenida de la Diputación s/n, Arteixo, 15142, Spain
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Zara.com social media
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Request for compensation due to severe color fading of purchased pantsOur Commitment
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