Zara.com
Reviews and Complaints

I visited the shop today about 1pm. I picked up a number of clothes and ended up on the second floor. I wished to try them on and I had noticed a long queue on the ground floor. So I was on the first floor and asked to use the children's fitting room but was told no, that is only for children. I asked to use the mens fitting room and was told it was closed. I spoke to 3 members of staff, all were miserable and unhelpful.

I then went downstairs again to queue for the womens fitting room.

When a cubicle became available I went in, only 2 small hooks, no seat available. I had to put my clothes and some of Zara clothes on the floor as they were not on hangers. The floor was dirty - full of fluff and hair, some of which I blew out using my mouth.

I decided to buy a couple of items but then the queue to pay was so long I decided to leave them, particularly after the appalling service I experienced in my lunch hour.

I love the clothes, but the experience today was awful. I think you should know and at the very least encourage staff to be accommodating, and at the very least keep the fitting room floors clean, and the mirrors polished. It is difficult to see yourself when the mirror is covered in fabric dust. It doesn't help you sell your clothes. Thanks for listening.

Hello,

On August 28th I contacted Zara with a query about a refund of a delivery charge for 11 orders of £1.95 each. A representative didn't seem too knowledgeable and competent in the question. I have been told that I'd get the refund within 14 days.

After 14 days on September 13th, I contacted Zara again. This time, It was explained that I do not qualify for a refund if the items are not defective. I asked for a link to the Refund and Exchange Policy. It was said, I need to look for it myself in the Help section.

I read through the Refund and Exchange Policy and was not able to find a piece of relevant information, therefore I called Customer Service on [protected]. Unfortunately, a representative wasn't able to answer my question and didn't seem to listen to my queries. I told him that I read through the Refund and Exchange Policy and was not able to find the statement, that he was repeating to me constantly. When I asked where this information come from, he just thank me for contacting Zara and put the phone down.

I'm a loyal customer of Zara for many years and haven't encountered anything like this before. It really makes me think that Zara is employing young people who are not competent in customer service and not knowledgeable in the Terms and Conditions of the company, which is really sad.

I had shared two links from the ZARA website with my mother to bring for me to Pakistan. She showed the links to the store in San Diego and they said they are out of stock for the two items in that specific size and will hence mail them to her in Spokane, Washington. I can provide ZARA with the screenshot links that I shared with my mother. ZARA sent ONE item correct and a different colour of the same item. The other item was a different style altogether! This required so much effort from my mother and I had been waiting for these pants in Pakistan to arrive. Only to find out one order is completely wrong : (please reimburse me for one article so I can get the correct item from the store next time. I would really appreciate it. Find below the links my mother showed at the store and attached the picture of TWO wide leg trouser instead of one. Full length trousers not delivered. The links provided are pretty clear of item and size!

My email rabia. [protected]@gmail.com

Hello,

Thank you for responding to my request. I purchased one of your flat irons at a kiosk at the Del Amo Mall from a gentleman by the name of Joseph at the kiosk in front of the Vans store.

Joseph told me that he put my receipt in the bag. I was running to pick up some clothes for a very important meeting on the following day. When I got home there was no receipt to be found and I also noticed that he charged me $519. 20 for a flat iron that he told me the cost for the flat iron was $400.

Secondly, he told me that if I bought one of the flat irons that I could come back to the kiosk and have my hair flat ironed for free. I told him that I was going to a very important meeting and that I don’t usually get my hair styled in the mall. He is a very outgoing personality and insist that he had the tools and ability to make my hair look great for the meeting.

Joseph said that he owned the company and I agreed to come back to the kiosk in the morning, and he would do my hair. I thanked him and completed my shopping in the mall. He gave me his telephone number and told me that we could meet at the mall at 9:45. I texted him and asked him if we could meet instead at 9:30 just to make sure we would have enough time.

On my way to the mall, he stated that I would not be allowed entry until 9:45 and that he contacted mall security. He stated that mall security told him that they were not going to give him permission to come on the property before 9:45 and that he would be charged $250 If I came in before 9:45. I explained I could make another stop before entering the mall. Joseph did not enter the mall until approximately 9:50. That being said, he started styling my hair and it turned out to be a disaster. I told him I had to be there by 11:30 and he didn’t finish until 11:30. I was an hour late for my appointment and my hair turned into a bird’s nest.

Part three, I thanked him after the event via text and told him that my hair looked awful. However, I appreciate his efforts and I closed the deal. Joseph responded that I could come back and get the $40 tip I gave him. I responded no just keep it. You came early to help me.

Part four, the following week I returned to the mall to take the flat iron back and was told that all sales are final and that he doesn’t do returns. He also stated that he blocked me. Why would you block someone who hasn’t done anything to you? I believe he did that because he knew I would eventually see the bill and would want to return the flat iron.

Just so you know, there is nothing posted saying that refunds and returns are not accepted. To add insult to injury, he didn’t give me a receipt. I explained that I just want to return it. He started harassing me and calling me names throughout the mall from in front of the store where we were talking, down the elevator and to my car in the underground parking garage. I was mortified that I was being treated in this manner. I never responded to anything he said. I contacted security and asked them to check their camera to verify my statements. This whole debacle between Joseph and I occurred in about 15 minutes.

Mall security told me to contact the mall management because there was nothing they could do. I have contacted them. After all of this, I don’t want the flat iron. I have contacted American Express and told them that I am returning it to the company.

I live in Redondo Beach, and I have never had someone talk to me in this matter. I fell for Joseph’s sad rebound story about being kicked out of his home as a teenager for being gay and now being the owner of (3) three kiosks in different malls, owning the company, driving a G-Wagon and doing very well. I had no idea that this was a set up and that Joseph’s intention was to take advantage of me. I am 62 years old, and this should not be happening to me or anyone. Joseph used harassment in an effort to try to intimidate me by shouting at me and following me to my car because I want to return the flat iron.

I learned a valuable lesson. I won’t ever buy anything from a kiosk, and I will make sure I see the receipt and check that the cost is correct. I have never been taken advantage of in this manner. I went online to see the cost of the flat iron and I don’t see this particular model anywhere.

I have taken a picture of the flat iron. It has never been used or taken out of the box. Joseph poorly represents your brand and he is not a person of integrity or honesty. The flat iron to show you that it has never been used. When I called the company they stated the flat iron sells for $350.00. Joseph charged my Amex almost twice the amount.

My American Express bill states that the company who sold it is Zara Net Beauty 0000 Torrance, CA. Address 3525 West Carson St., Torrance, CA 90503. Business telephone [protected].

I would like all $519.20 that I paid for the flat iron. I would really appreciate your help with a refund, since your company makes the flat iron.

I can be reached at [protected] to discuss this matter further. Please contact me today regarding the return of the flat iron.

Thank you,

Moné Swann

[protected]

Today I'm going to complain about something unpleasant that happened to me at the Zara store in the Lynnwood Alderwood Mall.

Just before Zara's store was almost closed, I took the items I wanted to buy and the clothes I bought earlier to Cashier and returned the items I bought a few weeks ago online first.And I tried to return the clothes I bought at the Zara store. So I tried to find the electronic receipt in Zara app and return it, but I couldn't find the electronic receipt that I bought the clothes. The same thing happened to me a few times before. There were a few times when cashiers working at Zara's store gave me paper receipts without asking for the QR code on Zara App, even though I told them first that I wanted electronic receipts, not paper receipts, when I bought clothes. So of course, if I took my clothes to the store to return them later, I couldn't find the electronic receipt on the Zara app. Naturally, I couldn't find the electronic receipt because Cashier didn't scan my QR code, and I couldn't find the paper receipt, so I couldn't return the clothes I bought for a lot of money and buy a new one. The same thing happened today at the Lynnwood Alderwood Zara store. I first showed Cashier the Zara app on my phone and tried to find the electronic receipt and return it, but I didn't have the electronic receipt and I couldn't return the clothes because Cashier, who helped me with the purchase earlier, didn't scan my QR code. So I told the cashier that the paper receipt will be at home, so I'll bring back the paper receipt for the clothes I'm returning next time.And I told Cashier that I would buy five clothes that I wanted to buy today. However, when I finished paying with my card, the Keshare did not scan the QR code on my Zara app, and of course, I couldn't find the electronic receipt. So I told the cashier I didn't want a paper receipt and I told the Zara app I wanted an electronic receipt. So I returned the clothes I bought at the store today and bought them again, so I said I wanted an electronic receipt this time. Then the cashier said with a very tired and unhappy face that it was because he didn't tell me he wanted the electronic receipt before calculating. Of course I opened the Zara app and showed it to the cashier, saying earlier that I had no paper receipts and no electronic receipts, so I couldn't return the clothes I bought, and of course I thought the cashier would have scanned my QR code and given me the electronic receipts. The cashier then treated me with an attitude of tiredness and annoyance, saying I didn't ask him. I understand that cashiers want to go home because it's time for the Alderwood Mall to close and the Zara store to close, but I also wanted to buy the clothes I wanted as a last customer and go home comfortably with the electronic receipt I wanted. But the three cashiers in the Zara store were offended by me, so I called the manager, who also returned all the clothes despite saying what I wanted in a disgusting manner and told the manager that I wanted to buy again. Then a woman who seemed to have just come out of the office said to me, "I'm offended," and the other cashiers removed all the clothes, and the general manager told me that he wouldn't sell them to me because he offended the cashiers who worked in the store he was in charge of. I had to come out empty-handed, telling the manager, cashiers, and the store manager who was really upset and trying to get me out of the store quickly and close the door without trying to understand the customer's words. For me, the very unpleasant thing that happened at the Zara store today was something that I had never experienced in my favorite H&M store or any other store. I think it is right to always have membership in the App at the H&M store and scan the QR code and purchase items whenever I buy clothes at the store. But I think what cashiers did to me in ZARA stores is wrong to act this way to buyers like me who think it's natural to scan QR codes in ZARA App and want electronic receipts. Because when I bought clothes using the QR code in the Zara App, I had Zara membership and I thought I was receiving special benefits, so I bought clothes from Zara store more often.

But what happened to me at the ZARA store today was that neither the general manager working at the ZARA store nor the cashier knew why to use the ZARA App from the customer's point of view. People working at the Lynnwood Alderwood Zara Store don't even seem to know what customer service is like. Only they kicked me out of the store quickly and they seemed to want to go home quickly. I wasn't really happy about what happened today.

And Zara thinks the company should know exactly what the purpose of Zara App is for customers who want to buy clothes or for people who work in the Zara store to ignore customers.

I returned an item in September 2021 and received a $50 gift card. When I tried to buy something with it, they told me it wouldn't work because I was in a different store and that I should call Zara. When I called, they said they would look into it and email me.

I just received an email today saying that my card expired in 2020 (even though I received it in 2021) and that I cannot reply to the email. It feels like they are giving me the runaround.

I went to the Zara store at TLV Mall Gindi-Tel Aviv Israel on the 31st of July 2022 with my friend (both of us are Asians). We were at the sale section, I dropped a hanger accidentally and the female staff who saw me asked me to pick up the hanger and directed me to put it on a stand, I did so and she told me if she sees me drop any hanger or clothes on the floor she will call security and throw me out of the store. Usually in the sale section the other Israeli women were dropping clothes on the floor and you can see clothes on the floor everywhere. And this staff did not even bother to say anything to them. The way she threatened me and how I was treated made me want to cry at the spot.

Later I complaint about it in the counter and turns out she was the manager there.

One of the most insulting and horrible experience you can get as a person, crushes your self-esteem.

Good afternoon,

I hope this email finds you well.

I am getting in contact to inform you of a situation, and I hope you can help me. I had purchased some gold heels from the Chester Zara store on 15th July for £49.99. I wore these shoes, and this has resulting into me having multiple injuries to my ankle, feet, and toes to be infected by the heels. I have never experienced anything like this in my life or such pain to my toes. Please see images attached images of my injuries. I wore the heels on the 16th of July and today is the 28th nearly 2 weeks after this has happened. I couldn’t walk, drive, or even go to work. I went to the doctors where I was put on antibiotics Clarithromycin which were 500mg and to take twice a day, these were strong tablets which resulting in me having bad headaches, fever

I want to make a formal complaint as I am still suffering to live my day-to-day life which the heels, I purchased from yourself. If you choose to ignore me, I will be taking this further and will be getting legal advice as this should not be happening.

I look forward to hearing from you.

Thanks Sian.

Hi

I bought 1 dress and 1pair of pant at 6/24/22 evening. I want to return the wrong size pant, but I lost the receipt.

The desk lady asked me write to customer service to get purchase receipt. I here provide my credit card number4100390477157198. I will be out of country for about a month.

Hope you can email me the purchase receipt. When I come back I will bring the receipt with pant to store for refund.

Thanks for your help.

My email is [protected]@hotmail.com

I tried to return a jacket that I had paid for and the rude disrespectful manager came out and told me that she does not carry it in the store anymore and will not give me a gift card nor exchange it for another one that I picked out since the other model was not available.

Then I asked for her name and the general mangers name and she told me to wait, then she gets the mall security to escort me out. As a customer of Zara for many years, this is absolutely disgusting, unprofessional and unacceptable that an ignorant employee of your should run a store like zara and call the security for NO REASON instead of giving me her name and a phone number.

I did a video of the situation and the humiliation your ignorant unprofessional employee brought in front of other people for me at the store. I highly recommend someone call me or contact me ASAP to discuss this matter.

I want to make sure she loses her job for treating customers like dirt and leaving her nasty disrespectful attitude at home when she comes to work. You should hire much more professional and normal people to be in a managerial position. I will not allow her to do this to other people and this nasty behavior with the customer who spends money in there should be stopped.

I was never humiliated like that for ZERO reason in front of other people. She worked last night on Thursday 6-30-22 at about 6 pm at the Century city mall in Los Angeles. I have a video of what she looks like since she would not give me her name nor anyone to contact.

Thank you

[protected]

Sean

Today at approximately 330 pm after trying several numbers to try and see if I could trace a bag I may have lost in Zara Whist visiting there yesterday from Inverness 150 miles away. M

I eventually got the customer service and had the unfortunate chance of speaking to a very unhelpful and rude lady called BIMLA

I tried to explain the nature of my call but was interrupted by BIMLA who was abrupt and sounded totally disinterested talking over me on a loud voice and repeating hersel without letting me finish my sentences.

She repeatedly told me I could not speak to the store.

Told me she could not put me through to a manager or supervisor.

On several occasions just kept saying to me I have to go to the store which I repeatedly informed her I lived 180 miles away in Inverness. Also that I was DISABLED I was through for the day. She at this stage had not even established what I wanted to ask.

She was on loud speaker when I rang. People who were listening were appalled by her lack

Of empathy

Unwillingness to listen

Blunt manner

And just good old fashioned manners.

She then said after ages she would need to escalate the matter to get back in 24 hours.

Why did she not say this in the first place Instead of shouting I had to go to the store. When I explained my situation she said you better get someone else to go.

I was exhausted frustrated and tearful after my call. I’m not a complainer and I’ve never had rude staff in Zara.

I suggested she tried to be nicer and not so rude. I was disappointed I could not speak to someone.

I’ve asked her when after about 10 min to see if I had dropped a turquoise rucksack Containing a large cream and white hat which was on the back of my wheelchair. I was going to the queens garden party in Edinburgh. I was so upset that someone might have stolen the rucksack or maybe I dropped in the only shop I was in which was Zara in Glasgow. I never noticed it was missing until I got to the bus station.

I was in Zara on Wednesday 29 th of June approximately 1220 to 120 in Glasgow.

I came and stayed in Glasgow the night before to catch up with our son.

Despite a lovely day on the 29 th I was disappointed my heat was dropped or stolen. It cost a large amount of money.

Bumble was rude, unsympathetic, condescending please could someone ring me on [protected].

Bimbla is doing your company a disservice. She works in customer service? She certainly gave unhelpful and disgusting service on Thursday 30 th June at approximately 330 pm. I’m so upset. She could have been polite sympathetic listened and reassured. She came up to none of these standards.

First time I’ve ever complained. Very hard dealing with someone like that but having disability issues it was far worse.

Please could someone ring me. I’d just like reassurance this is not how employees of Zara behave.

Thanks for considering this complaint.

Best wishes

Rona Tynan

I was sent email stating that my delevery would arrive on 07/06/22 then out of nowhere i receive email delivered. I did not receive any packages and i spent a lot of money and want this investigated. I will not pay for something that i did not receive. Please contact me thew email [protected]@gmail.Com

fabiola almeida. This is my first purchase online with zara and will be my last due to this issue. I would like someone to contact me asap to resolve this issue.

I purchased a dress for my daughter which did not fit properly. I gave her the original receipt, the tags were still attached to the dress and it was within the 30 day return policy. She waited in line at the Pleasanton, CA store for 30+ min and the manager refused to return or give store credit because she did not have the same credit card with her. This is a ridiculous store policy that in order to get store credit, she must have the gift receipt instead of the actual store receipt. Now I have 2 days left to return to the mall or we will be outside the 30 day time frame. Zara has lost us as a returning customer.

Visited Zara Store In Oshawa Mall in Ontario, Canada to pick up product ordered online on May 31st 2022 at 7pm.

The guy and lady working had no clue. Rude and very poorly trained staff! Everybody was busy chatting with each other and not helping customers! Don't waste your time at this store! They just keep sending you from cashier to cashier.

The receipt QR codestates show to any staff and they can help with store delivery! Maybe they should practice what they say! Very lazy staff! Do your job what you are paid to do!

My return has been pending collection for over 60 hours which is clearly a breach from Zara to their own return policy that states pick-up will be done within 24-48 hours.

I have reached their customer service by the inbuilt chat in Zara mobile application & also via Facebook, but the issue is still unaddressed and unresolved.

Utterly pathetic after sale service.

I made a purchase of $245.55 on March 17th 2022 at the Zara located on 5100 Kings Plaza. Some items weren’t fitting so I returned some items worth $125.08 on March 22nd it is April 30th & I still haven’t received my refund. I’ve called Zara multiple times about this issue & they still haven’t refunded me my money. This is very frustrating I am appalled with Zara this used to be my favorite company & I’m ready to boycott!

I bought 3 separate items online from your company for my wife's birthday which was the same day as Easter 4/17. I received the dress on 3/15 or 16 And they say it is 30 days over the return policy.

I did not reach out to Zara until Monday the 18th and if this is the way you treat a customer ... I promise you I will let everybody know it and will never shop there for my family again.

WARNING! Do NOT buy online from ZARA! Their procedures are only self serving and don't have respect for their customers.

I placed an order yesterday online from Zara. I paid through Paypal (Thank God) because Zara didn't receive my order and didn't give me a confirmation! But it did take my money!

I called yesterday and they said their systems were down so they couldn't help me! So I chatted with them today and after sending them my bank statement and the Paypal email confirming the money had been sent to them at Zara, they tell me, we will look into it and let you know!

They provide no time frame! I don't know how long they are going to keep my money and if they are giving it back!

I also filed a complaint through Paypal, maybe they will be able to get my money back from them!

Do NOT purchase online from Zara! Their systems are faulty and takes your money without processing your order and then you have to wait God knows how long to get your money back. That is if you do!

The store environment was very messy as the clothes were not folded neatly, staff were just hanging around not folding clothes and the dressing room was very messy with clothes hanging in the fitting room. Also the fitting room is quite dusty too

As a first-time buyer from Zara. I purchased 2 sizes of the same pants not sure of what size I would be. I had no idea that they had a 30 day return policy. When trying to return I understand that I would not be able to get my money back but at least I was hoping to get a store credit since the pants are unworn with tags still attached. I was told I was unable to get a store credit and that I would have to keep the pants due to their policy. It's not like they are a year old and I am asking for a credit. Costumer service was not empathetic with an I'm sorry.. I just got that that this is the policy and there is nothing I can do since its over 30 days, so look out if its 31 days you are stuck with things that everywhere else you can return or at least exchange and purchase something else. So I guess this is my first and last purchase from Zara and I'm out $100 bucks!