Zara.com
Reviews and Complaints

Hi,

This is to bring to your attention that I Sakshi Anand, Resident of C - 25 East of Kailash New Delhi 110065, placed an order with Zara on Dec 19th, 2022, Order details are enclosed for INR 9750/-
The order # is [protected]. Part of the order has been received on Dec 24th, 2022; however, part of the order has not been delivered to us which has 3 items worth INR 5870.

We have been repeated chasing up on this and have been told that the order has been delivered but this is untraceable by us. Surprisingly, no OTP’s have been made available to me for any of the deliveries. It has been very painful chasing these items after understanding the reputation of your brand and continuously trying to call your customer service team multiple times on this topic.

I would like to understand the following –
Either I want a full refund of INR 5870 or the items in lieu. If this matter is not resolved in next 72hrs of me sending this note, I will be deemed to take this matter to social media including Twitter and other platforms of like and also logging a formal complaint with the consumer services court in New Delhi district. Please let me know how you choose to deal with this matter with urgency.

I ordered a pair iof boots and sneakers for my son. Then boots's zip was faulty and retured it to Edinburgh store. When I got the confirmation email for refund, I saw refund was issued for sneakers instead of boots.

I went back to the store but they said it needs be deal with customer service as it was a online purchase. Last 2 weeks I'm trying to get a result for my issue but no one back to me yet.

It took ages to refund the right amount.

Never order again online.

Hi,

I purchased some clothes for my son for Christmas in November at your Metro Centre Newcastle store, one of the items a pair of jogging bottoms didn't fit I had the receipt but the date for return was the 30th December.

I was really ill over Christmas with Covid so couldn't get back in the time given, my son works away and my husband is disabled and we live in Hartlepool (30 miles away) so had no other way of getting back. I got back to the store on the 10th January were I found another pair of jogging bottoms which were a bit more expensive but I didn't mind that.

I was told I had to ring the helpline which I did whilst in the store, after a wait of 10min I finally got to speak to someone (I dont think she was having a good day as she was very abrupt) who after taking all my details said that I would have to wait for a decision to be made, I asked if it would be that day explaining how far I had travelled, she said no it could take 2 days! The day after I got a very curt reply saying that I could not return them because I had missed the cut off date. On the day I purchased these I spend 500 pounds in cash in your store and find this treatment really harsh.

my order in Canada was sent per email on January 03, 2023. As of January 12, 2023 I still have not received although it has been paid. I have called numerous times, they keep changing delivery dates. I feel they have no idea where the order is. I asked to speak with supervisor or manager and have had absolutely no response.

I have three cases orders and no resolution. I am not sure what happened to Zara from clothing in store to customer service, it has gone downhill.

I also loved Zara however will need to look at other options for purchasing.

Pathetic service of this Store (pheonix mall, whitefield Bangalore - 560048) . I went to the store and misplaced my one personal item at the store by mistake. I came to home and when i realized about the missing item I tried contacting the store via phone call. After around 25-50 calls, a employee picked the call and didn't bother of my concern and asked to call after some time. Despite of my various continuous call, the store employee didn't answer me.

I am v much disappointed with the service.

Regards

Shwetangi Srivastava

MOb:[protected]

I ordered almost £60 of goods from Zara on 30.11.22, of which they took payment the same day! Not having received my purchase I have tracked the parcel, only to be informed by DHL that they did not deliver it (no reason given) and have returned it to Zara. I have been trying to contact this awful customer service 'Chat' since Friday! No one responds. On the rare occasion that they have, they tell you to wait while they look into it, then you get a message saying you are inactive and they cut you off! I want my money refunded immediately. How am I supposed to get this if they will not respond to me?

Having been a customer of Zara's for many years, I will never touch their goods again! All I want is a response and my refund!

On Saturday 10 December 2022 I was advised at 5.21 that the above numbered order had been delivered (tracking number A11498861653). No one was in at the time, but we were 2 minutes away so expected the parcel to be either left on the doorstep, in the recycling bin or with a neighbour. None of the above! I contacted customer services Sunday and yesterday who advised that the parcel had been handed to a family member? and they would call me back, but still waiting. The problem I have is this was a xmas present and cost over £50. I have never had any problems before and am a bit anxious that I won't get this resolved in time for xmas!

I purchased a dress on the 8th Nov 2022 and found the item faulty as I found a hole at the back. The item was clear faulty as the stitch seam has come away.

I paid £32.99 and expected the the item of clothing to last many years as previous items have. The item is not fit for purpose. I purchased it just over a month ago.

The Zara Staff at the Westfield branch in Sheppard Bush were of no help, very disappointing.

CODE: [protected] [protected] DRESS

Good morning

I purchased a dress at 10.30am today (December 5th). The dress is lovely and I look forward to wearing it. However, I waited 25 minutes to pay as only one sales person was on the till area. When I joined the line the other customers waiting were discussing with each other how much staff were working but only one person on the till area. I kindly asked the server could someone possibly come and help her serve us, she agreed and called a female colleague. The colleague refused and went back to hanging up clothes. This was very frustrating to everyone waiting. This then became worse as people also wanted to return items and there was some technical error with this. When I finally got to pay I asked another sales lady who entered the till area could someone else not help as we had all waited unnecessary time. The response was 'you could have paid at the kids or men's section'.

Why on a quiet Monday morning should we be experiencing this long wait when there was at least 4 other people around? And in response to the paying at the kids or men's section- I have no idea there was desks there, I have never had a need to enter those departments. I do understand that there are other jobs to be done, but the customers should always come first. And a smile is always gratefully received too!

I had ordered from your phone app on 25/11/2022 (Order no. [protected]) which was to be delivered by 30.11.2022, the delivery agent called me and as I was out of my house at that time, the same delivery agent told me that it's not an issue and he will give my order tomorrow. And I stayed back the next day just to receive the order, when no one came to deliver the order, I reached out to Bluedart who in return told me that the same order has been called back by the shipper which I do not understand under what circumstances it was called back. I further raised a complaint with you Telephone helpline, (complaint no - [protected]), by registering which they made sure that effective resolution will be made within 24 hours. And when I called them back in the same very evening, they told me that they have made a decision and the same order cannot be redelivered and I have to order afresh.

I cannot place another order. the items I had ordered are not on the website anymore.

I purchased the scorpion necklace, it arrived attached to a piece of card which i had to remove it from to try on, it didn't fit correctly so returned it, i have since been told that i cannot have a refund as i had removed it from the card! I explained that there was no other way of trying it on, i was then told again that i wouldnt be refunded so i asked for this to be escalated and i was told that someone would get back to me within 24/48 hours, this was a week ago and noone has.

In the meantime I have received a delivery of mens fragrance which i havent ordered, i contacted Zarea and they told me to contact Zara hoem which i did and they said it wasnt anything to do with them.

Can someone please tell me what is going on?

Original purchased 11.1.22 order number [protected] Item returned [protected] I

purchased few pairs of jeans on 11.1.22 and returned following day in original packaging.

Bought three pairs returned 2.

Item #1 - 0/7223/042/400/40 nowhere to be find.

Item #2 - 0/6840/282/428/38 Rejected.

I received the letter that item was not in suitable condition. I packed items as I received and shipped back next day, how overnight the condition could have changed? I suspect it happened during shipment, either the box was ripped, and items misplaced. and I am here in a middle getting punished for poor customer service.

Everytime, I bought any item Online. I have problem with your Screen, so many unuseful, confusing Columns need to be closed or checked properly. Especially these Unhelpful Sales girls. Being on the Chat column Really Do NOT help anything. Just made Customers more confusing. Answers are rude, short, unprofessional.

Please kindly check and train their Attitudes more frequently.

This is my Request, Train them to improve Sales. Check their Chats.

to whom it may concern,

I've been on chat with customer service in Dubai on Zara app,

and i spoke to a girl named Nadia

she wasn't willing to help

her answers are not clear

very slow replies

very rude as I ask questions she replies with ' is there anything i can help you with ' and she didn't help at all, and she send that question you can say to shut me up (in a respectful way) and she doesn't focus on the issue and doesn't reply properly.

Please double check with the people you're hiring for customer services because that was the worst experience i had with a customer service person and what is shocking me is that its ZARA'S customer service team... a well known reputable company..

Order number [protected]

Placed order instore on 25 10 22 assured we wuld get product by 28th as wife was travelling with goods on wednesday 2 november 22. Did not arrive on 28th so I called [protected] spoke to zara robot on monday 31st was told delivery would now be 31 10 to 2 11 and was again assured that it would come. It did not and my wife left without goods and is now in canada. Called on 2 nov and another robot [they are pretend humans and only allowed to say certain things] they would not speak to me as it was wifes name on order even though I said she was in canada and it was their fault I was calling they insisted she had to call. So I took to twitter zara care [miss use of word care] they took days going back and forth now they said "we have passed your complaint to the relevant department without saying who that is or how to contact them. This is a real clandestine company part of inditex and in the uk they hide as senior managers. I called today 5th nov. Spoke to iman on the above number she said I quote"I am not obliged to give you any details about zara other than refer you to our website and social media and whats app" what on earth does this mean. Ofc at the root of this is money they choose to use envri couriers who have even worse reviews than zara. I track my parcel daily and it has not changed:

• boughttuesday 25/10/2022

• being processedwednesday 26/10/2022

• being preparedwednesday 26/10/2022

• sent wednesday 26/10/2022

• collected by courier

• delivered to customer

So were are the goods “no one can tell or won’t tell?

On 21st Oct 2022, I purchased 2 pairs of shoes from ZARA Mall of Qatar outlet. Unfortunately the shoes size that I want was not there. And their staff told me they can order online for the right size. I informed them Iam travelling this month 31st and they said dont Worry you will get it within 4 days. I checked with their store. They said not received yet. And cannot refund also. Tomorrow Iam leaving the country and I lost the money and shoes.

Website says order delivered, but I didn't receive anything, I was told it maybe at the post office, but they need to check if it's there and which office post, it's been 8 days and every time the chat says wait 48 hours.

The reason why I m filling up this complaint is that I heard in many situation a manager named Andreea here in centre Pitesti insulting his employees!I felt her very rude and changed my mood instantly hearing others crying.This isn t possible!I m asking you investigate the situation!One of my friend just dissmissed her position bcs of this manager who insulte everybody!What kind of company do that to other?Where is the level of humanity in this situation of store of retail?I don t want to go shopping to this kind of environment anymore!I want somebody investigate the problem!

Thank you!

Best regardes!

I purchased a pair of pants for 40 euro at Zara in Lyon, France. It was right before the store closed. We left for Munich the next morning, where I found that the pants did not fit.

Zara insists that the only way for me to return these pants is to return to France and physically walk into a Zara store.

I am back in the US now where I could easily mail the pants back to Zara, France, return them to Zara US, or Zara.com. But they insist that they cannot do ANYTHING to help me except force me to fly back to France to return a pair of pants.

In the name of customer service, a company such as Zara should at least offer store credit, even if they throw the pants away.

Marta Cieslak, [protected]@hotmail.com. I Have returned some items under return [protected] and have received refund for some but not all. Returned 2 boxes so i presume only one box have been processed.

Dropped off at parcel shop on 04/08. Evri Tracking Nos below.

H00BGD0013462930

H00BGD0013463110

Full list of items im still waiting for refunds and their Reference nos under each order number.

[protected]

PRINTED SHIRT WITH A SATIN FINISH

MULTICOLOURED - REF. 9006/151

[protected]

JUMPSUIT WITH BELT

DARK KHAKI - REF. 3564/064

[protected]

FLORAL PRINT DRESS WITH BOW

MULTICOLOURED - REF. 2836/163

[protected]

PRINTED BERMUDA SHORTS

BLUE - REF. 2954/211

[protected]

PRINTED LINEN BLEND DRESS

BLACK / WHITE - REF. 7385/362

[protected]

FLORAL LINEN BLEND DRESS

0881/332

[protected]

SATIN DRESS WITH CUT-OUT DETAIL

ONLY ONE - REF. 8342/366

[protected]

ASYMMETRIC SATIN-FINISH DRESS

GREEN - REF. 3521/260

[protected]

OVERSIZED FLORAL SHIRT

MULTICOLOURED - REF. 3599/237

[protected]

PRINTED CULOTTESS

MULTICOLOURED - REF. 3015/228

[protected]

PRINTED SHIRT WITH POCKET

GREEN - REF. 3526/781

My email address : [protected]@hotmail.com