Zara.com
Reviews and Complaints

I was visiting San Francisco last October. I went in a Zara store looking for a Navy Blue Blazer. They did not have my size but said that they could order it for me and deliver to my home. I agreed. The blazer arrived but did not fit as I anticipated and sought to return it. I called customer service who said that since I paid for it in a store - I needed to physically return it to a store. They said I could not mail it to the store or return to any central return facility. I called numerous times and got not satisfaction.

Last week, I travel to Las Vegas hoping to return the blazer to the store there. I very nice manager tried to help but in vain. He called customer service and got the same run around. I live 3 hours driving from the nearest Zara store.

I am stuck with a blazer that does not fit and a company that refuses to provide basic customer service.

Order number [protected]

Order date Wednesday 24th of May

I’m really upset and quite disappointed in Zara I’ve been using the shop for a long time and did an online order. Unfortunately I didn’t receive the parcel the courier states it was left at gate but it’s no where to be seen and I also asked my neighbour. I’m guessing he didn’t deliver at all or maybe put over different persons gate.

I am so upset how the customer service team have dealt with this complaint and will not issue me a refund after contacting yodel and them saying it’s delivered but it certainly wasn’t delivered to me the right address.

I’ve spent over £50 and I have nothing to show for it.

Their attitude was terrible.

I have had several conversations on the 'chat' with differect advisors (I have screen shots)

I bought two dresses from Zara in London however on return to North East they were not needed. The Metro Centre is closed for a refurb. I was advised to send them back and to then get in contact with proof of my address, bank details, e mail address. I have sent photo ID twice. All conversations have ended with no outcome and therefore I do not believe this is being dealt with. I have tried several e mail and phone numbers to no avail.

Could you please make contact to resolve this?

[protected]@gmail.com

I placed an online order for two sizes from the same skirt to try it at home, I went to store to return one of them just 2 days after the 30 days, they told me that I can't return the skirt because it passed 30 days of shipping date and you can return it by mail. When I contact the customer service they said I could't return it. Honestly I didn’t know that I have to count 30 days from day of shipment, usually you should start counting from the day of delivery. He was so rood with me on the phone, I explained to him that I have now two sizes from the same skirt and the one that I want to return is too small so I can't wear it. Usually zara gives you store credit after 30 days I don't know why they were not helpful with me. We never had like this customer service in usa. The shipping date was on april 12

I tried to return it on april 13

I am a long time online shopper of ZARA. Recently I purchased a beautiful blouse. I have bought 2 previously in different colors so I was confident I would be keeping this one and clipped the inside tag off.

Once I had the top on I realized it had been worn by someone who was obviously too large for. The fabric was stretched in the front, back and the button holes. It was disgusting and I took it off and contacted ZARA to let them know. They said they would not take it back because their policy of cutting off the tags. I asked what their policy was on selling used clothing? This is fraud. They asked me to send pictures and I did. They came back with their policy of not refunding clothing that has the tags clipped off. I asked if they needed them on because they were going to resell this blouse again? This is fraud. They are getting away with it on a technicality.

I ordered my graduation white dress from Zara, and it had some stitching problems; some of the threads were coming out of the dress, but it has black spots on the bottom of the dress. I tried to call Zara customer service to report the issue immediately and put in the return request within 1 hour of the delivery. I also ordered a new dress, as I wanted it for my graduation, but I didn't have much time. Now, Zara is refusing a refund by saying that it is not an unworn dress, and after calling customer service, they are saying that it has some stains. Yes, of course, that is why I put in the return request. You should consider my request, as I did return it immediately and order a new dress too. This is so inconvenient and a source of dissatisfaction for Zara. As a student, I cannot afford to lose $68. I was trying to save money for my graduation. Any help would be appreciated.

Very rude personal. No place to sit or stand.

My wife and daughter walked in with me and proceeded to buy clothes. I looked around and saw table and sat on the edge. Security guard came by shortly afterwards. The guard was polite and said that I cannot sit there and pointed out. There’s actually a sign that says do not sit on table. I asked where can I sit and he said nowhere. I got up and went over and leaned against a rail by the staircase, shortly there after some sales clerk brought a big rack of clothes and asked me to move or leave so she could put the clothes there. It was obviously she was using it as a mechanism to try to get me away from the stairs. I have a bad leg and had mentioned what do you do if someone is handicapped, where do they sit , She replied certain precautions are provided and then proceeded again to push the clothes against the rail. I left Was upset my daughter bought clothes from this store.

In May 2022 I bought a pair of “marine straight” pants from Zara in Italy. The zipper broke after two wears. Thinking it was a fluke I bought a second pair of marine straight pants from Zara in Honolulu for an upcoming vacation. After about four wears, the zipper broke. Unfortunately although I was in the 30 day window For returns I didn’t have the receipt on vacation. Now I’m stuck with two busted pairs of pants.

Order number [protected] XXL, this dress was ordered from Zara Edinburgh on the 17/04/2023, on the 19/04/2023 we were informed that the product was shipped and would arrive in store in Edinburgh on the 21/04/2023, the we were informed by email that it would arrive until the 24th, 25th of April this has not arrived, we went to the shop and we got nowhere, all we done is to waste our time, this is a dreadful service how can they justify this

I have purchased 3 items from ZARA APP. I returned 1 item because it did not fit. I returned it their store in BGC APRIL 4. Ive been making a follow up about it. And they just asked for my bank details last week. When I made a follow up today they said that they just submitted my refund request the other day APRIL 24. And for me to wait for another 11-14 day! Whet the hell is wrong with you ZARA.

Hello

I ordered last week hoping that I can receive my order before Saturday

I received only one jeans

I need the rest for an occasion Saturday morning

Please advise as soon as possible

Let me know if I can pick up from somewhere

It is unacceptable this delay

First time with Zara

Online ORDER NO. [protected]

Thank you

Darine

[protected]

Darine.[protected]@gmail.com

On 26th March I visited your Birmingham branch where you have installed new self service machines. Two attempts using this machinery failed and the transactions declined on my device when trying to use apple pay. One transaction was for £67.97 and one for £37.98.

When the transactions failed I had no option but to join the enormous queues and pay at the till point which I did and the total of this transaction was £67.97.

My problem now is that the two transactions that were declined at the self service machine have been debited from my account as well as the transaction at the till point.

I am therefore owed a refund of £105.95. I raised a case with yourselves straight away (case number is [protected]) and now 10 days later I am no closer to getting this resolved.

I will be reporting this to my bank as this is fraudulent activity unless you can sort this out and refund my money back to me.

I had returned to items to Zara in the same box. I have received a refund for one of the items and not the other. When I contacted Zara, they claim they did not receive the second item even though it was in the same box as the first item, they issued me a return, for they are complete scammers. There are far too many clothing companies out there to shop at Zara a bunch of thieves.

I had ordered a white jumpsuit which was delivered to me with marks on the legs - i assume from people trying on shop floors. I returned the item due to the marks but also that it did not fit me, I might have kept it if it did fit.

Now Zara are saying that they will not refund as they can't sell it. It's not my fault it was sent to me that way.

There isn't anyone I can speak to, the WhatsApp and chat are just robots who keep repeating the same thing.

Really disappointing service as I have been a loyal Zara customer for years and never had a problem.

order no. [protected]

product - [protected]

It is a legal requirement to refund faulty items which were returned within the limits.

It was on March 12th @20 00 hrs

I was together with my wife and both kids my wife was in girls fitting room changing some clothes.

I picked some clothes for her and went to the fitting room to hand them over to the girl that works in the fitting room and i did not enter the fitting room and un politely she asked me to step back away frim the girl fitting room considering that the area i was standing already contain some products to buy !

Then the manager came and interrupted me and my wife conversation ! Asking me not to stay in that area because am in-front of the girls fitting room , and here inasked him a logical question , do u really want me to leave from in fromt of the girls fitting room where you guys place some products to sell, i mean that were i stand have plenty products to buy ! So if u want to keep privacy do not put products in that area !

Unbelievable ! Any way it ends up me leaving all the clothes i was intending to buy

It was a really embarrassing and bad experience

For real am not going to that shop again

My 5 years daughter told the manager he did not enter the girls fitting room and he is talking to his wife !

It was Zara Egypt cairo mall of arabs branch 8 pm

Are you going to visit Zara with your family !?

For me i will never even recommend

I made a purchase on zara's website on the 10th of February and I chose pick up at the store as a delivery.

on thursday the 23rd of february they sent me an email with a new delivery date which would be the 27th of february by then 17 days have passed since my purchase, today is to contact customer service support and they told me they wouldn't deliver my skirt because it was out of stock.

the attendant also told me that my skirt was not available because they sent it to the store and I didn't pick it up but that is not true because I have proof that the skirt was being sent to the store but there was never any update that it was ready to be delivered.

solution they gave me was to refund my money but i don't want money back i want my purchase.

Bought this in Viena Austria during a trip a couple of years ago.

Since I live in Brazil where I do not use a jacket, I kept it in my closet on a hanger.

Last week I packed for a trip to the USA and decided to take the jacket but much to my surprise it seems like the Yellow Polyurethane is separating from the Poliester.

This jacket has been used a few times in Austria and was NEVER washed.

As you can see in the attached pics the jacket zipper sleeves etc are new...just the plastic somehow decomposed ?

I just received a shipment from you delivered by Go Bolt. The driver took a photo of me accepting the parcel. This is a gross violation of my privacy. The driver now has my name address and a photo of me. I am very concerned about my potential safety and the safety of my family. I want written confirmation that the photo has been deleted, destroyed and not distributed. I expect and immediate response or i am going to call the police and report this incident.

Zara contracted this delivery service and you are ultimately responsible.

I returned items from zara in one box, all items besides one were refunded to me on the 23/12/22. On the 2/01/23 I chased the missing returned item om Whatsapp, where someone told me 'As I have checked, the return time period is over for this order.' This was obviously incorrect, therefore I called to speak with someone that week over the phone. The person on the phone informed me that the coat was refused and said there was a tracking number that will be sent to me for it to be shipped back. The item was not worn, with tags, in the same condition as returned. I did not receive anything from zara with regards to the tracking/return shipment. On the 5/01/23I then reached out on whatsapp again with a similar response to before where I was told when the item was purchased an therefore was out of policy. Again, not true as stated previously, if they had actually worked the dates out they would know this information they are providing is in fact incorrect. Then on the 19th I got in touch again on Whatsapp where someone finally says 'I will have a refund requested...It shall take 10-14 days for the refund to reflect in your account'. This hasn't happened. I then messaged and called today 1/2/23 for someone to say that the item hasn't been received. I've been poorly informed 3x times, and still no refund. I suspect they don't check CCTV if they have it in order to follow up customers complaints correctly however, I want to receive the money for this item back, or the coat. Either way, I am at a loss with this item.

The Glades Shopping Centre/Bromley-Kent

Staff ID 94869

I have visited the store today around 12.45ish. There were two lines queue, so waited on the one of them around 15 min. As it was my turn I have been told that the other que were for exchange/refund and asked to go at the end of line again, where there were least 10 peoples waiting to serve. There were no sign that says I should que there for exchange at all! Otherwise I would just que there initially! The main problem was that your staff (ID94869) took the lady in front of me to the beginning of the line and done the exchange for her, however he asked me to go and que again or go to another till to wait again in very rude way, make me feel like I am stupid!. Why? Are you teaching your staff to discriminate people or what? Or because I am a foreigner? That's how exactly he makes myself felt! Didn't confront him there but I am not happy that someone humiliating me in this way in the public! This is not acceptable! All my expectation for today was to be able to see, if I can do the other exchange, refund or credit, but all experience was disrespectful, make myself to feel sick!