Zara.com
Reviews and Complaints

The customer service representative Anna is so impatient and rude when I am trying to request refund for my missing package. She ended the chat before I finished the question. It's a horrible experience at Zara. I am so disappointed!

I find it so frustrating going into Zara with only 1 assistant serving this has been the case for many months if not years, as you know the returns are done there and then they put back the security tag etc
I asked another assistant if she could help she said only 1 for till the queue was 12 deep after more than 30minutes I left the store feeling so angry and annoyed the assistant was lovely and kept saying sorry but she deserved a medal for all the complaints she was getting please put more staff on your till

Spoke to agent Antonia at the first level contact response center 07/16/2021 10:23 am who advised that had no information regarding my items which should have been delivered a few days ago with no notice and they do not know where my items are. This is not the first time zara has either not deliver my items until weeks later or delivered through a third party delivery company which has shipped the item in a brown paper bag in the rain and the item was exposed to acclimate weather. Zara has a pattern and practice of always delivery items weeks or days late with no notice and at times damaged goods.

I need to get in touch with a supervisor ASAP. I am very dissatisfied with my customer service experience from Zara. I have been told multiple things from various agents, as I am trying to process the simplest task- an exchange. The request was simple: I ordered 3 of the high waisted pants in colors black, taupe brown, and oyster white in a size small. I needed to exchange them all for a size medium. I could not navigate how to do this on the Zara website and/or app and so I reached out to the care team for assistance. They assured me that they had requested my exchange and emailed me a return label. I then proceeded to return the package last Tuesday. Today, I followed up to see if my return had been received and when my exchange order was expected to ship to me. From that conversation, the agent I messaged, processed me a new return label... not sure how she gathered that at all from our conversation... seems inadequate. So, since she could not help me, I decided to call the customer service center instead. The man I spoke with said that it appeared I had only requested a return and not an exchange. This was an error on the company's part since I got confirmation that my exchange was submitted. He then said he would try to speak with a supervisor to override the return and exchange my items for the next size up as requested. However, then he said the items I was wanting were out of stock and I would have to wait for my refund to process and then reorder. So, I said ok. Then, I looked myself and he was wrong... the three high waisted pants in black, taupe brown, and oyster white are ALL currently available in a size medium. So, I called back. This time, I spoke with a different girl and she acted as if there was nothing she could do about it, when I know there is. I do not want to have to pay out of pocket twice for these pants and I want the exchange to be shipped to me ASAP. You already have confirmation of my return and it should be there by now. I would like those three pants in a medium to be sent to me. That request should not be impossible to approve! Online shopping is already difficult and the least you can do is make it easier by ensuring your customers can get their accurate size. Please advise when this request is complete.

Good evening
I would like to draw your attention for the worthiest online shopping experience i gained from zara UAE as i placed order on 20 -jun with estimate date for delivery 24-jun till 01- jul and i was tracing my order through application and when i found that its only remaining 1 day to receive my order and it was still on stage of ready to sent i try to contact customer care through chat and what i was asking for is to send email to store to be sure that order will be on time ! But they replied with i have to wait till end of day of estimate date to send email for complain and they cannot send any tracer or reminder for my order and this is store policy!
Then i sent an email complained from delay in my order, then they return back to me that order delivery date updated with new estimate date which is 6-jul and they are sorry and I will receive my order on time but i its seem that they don't respect customer as my order is late agin for the second time without sending any emails to apologies for being late for the second time now my cousin travelled from UAE to egypt and she was the one who will collect my order and bring it with her to egypt 😔😔😔 and we will have to ask her ferind to receive it and find any way to deliver it to cairo before Muslim feast as the order is containing new clothes for my daughter's to wear it in our feast, but due to customer care carless i have to buy new items for my daughter's from egypt for our feast as i cannot trust them again in delivery date, Your cooperation will be highly appreciated to provide me with specific date to receive my order without any more delay .
Order details
Order no# [protected]
Name : Esraa alaa el din soliman
Mobile no in egypt +[protected]
Total order amount is 1244 AED
Finally i would like to high light that this will be the first and last time for shopping at zara
Thanks for caring for your customer

Item [protected] was due to be delivered by PAACK.
The delivery was scheduled for today. I tracked the courier. No attempt was made to deliver. I was sent an email and text stating failed delivery!
I contacted zara who told me they couldn't contact the courier.
I have been sent an email to say I can request a timed slot but no way of doing it.
I contacted the virtual assistant. That person has no ability to contact the courier or get a manager. They say they can't send me the complaints procedure or their name.
I have been explaining to 'Kalvinder' for over an hour that I can't take a delivery tomorrow (which is when they have rescheduled it) because I'm running a course tomorrow. I need a timed delivery slot which is what I have been offered in the email - but there is no way or organising that!
Kalvinder has not been able to provide her full name.

Hello, my family and I came to your walnut creek location to return some items. The clerk told us she couldent do cash returns past 30 days so we requested to speak with the manager to see if she could make an exception. We understand the rules are the rules but the manager was very rude to my wife infront of my child, and she walked away from us as we were asking questions. I work in retail myself and I recommend you train your managers to be more kind to customers in the future. The manager said her name was Nikki and wouldent give us a business card or last name to be able to report her properly. Thank you for reading.

To whom it may concern,
I went to Zara in Zerktoni Casablanca today. My experience it was the worse experience I've had in my life. The cashier was so racist to me and treated badly. I swear I left the store crying and he actually ruin my whole vacation
If you want more details please contact me at meryem.[protected]@gmail.com

Hello,

I had ordered from Zara India app . a package no. [protected], out of it I returned the white blazer as it was I'll fit and had several dirt spots . Simultaneously I had ordered a package [protected] .
The package I received was tampered with as it was torn from bottom, corners. The items inside were in terrible condition, the blazer dress had spots all over and the side zip had cloth stitched over it, I received a wrong item and the white wrap dress was in a tattered condition.

I called customer care immediately to notify and seek solution, I sent them all the pictures and details. I received an email related to the blazer showing me a picture of some damage near the logo which I had not even caused and refused me a refund. I wouldn't return a faulty item if I'm at fault. I initiated a complaint immediately as it was unfair and not caused by me.
The other package, the damage and details were sent. 7 days passed by and I called up today to enquire about the progress and I was informed that there was no escalation of the matter since there was no picture evidence to provide as they lost it. I never received any email from Zara to even ask the customer concerned to forward any detail which they lost due to their negligence and they haven't resolved the matter only. I was said the same words again that would escalate the matter.
I have shopped with 40, 000 literally from Zara and I feel cheated and harassed by the mismanagement of Zara India customer service and your management. I have been told to wait 5 days again and I am exhausted to keep on calling to check because haven't even been sent an email to confirm that matter will be resolved. I have the recorded conversation and screenshots of it all and I feel cornered to be seeking legal action against this.

Bought sneakers at Menlyn, however the size is big, I went to mall of Africa to exchange then however I was not pleased with the service I received. I must say that I was fuming and highly disappointed by the staff. I have never came such unfriendly staff. Besides the lady that seemed grumpy when I asked if she has a size for me, I must say the lady at the till takes the cup. I couldn't find the exact size for the sneakers I initially bought and took an alternative, took something else proceeded to the till for the exchange. The lady picked up the sneakers and asked me what happened, no greeting, nothing whatsoever. I asked her what she meant, she asked me what had happened to the sneakers because they are "dirty", I told her I do not know cause I have not worn them and bought them like that. She said the shoelace is dirty and therefore I cannot exchange them. This was shocking for me, the shoes have not been worn and they still have the tag and receipt. I asked her what does she mean because I bought them like that and why were they sold to me "dirty" if I am not allowed to exchange them. She told me that the company procedure is they don't sell "dirty" things and that I must keep the sneakers cause she is not going to exchange them.
If it is company procedure why were the shoes sold to me "dirty" and secondly when customer fit shoes, why do they not monitor to make sure that they don't soil the merchandise. I even told her that even now as it they have dirty shoes in their shelves but she did not even want to hear it and just left me like that. The shies were sold to me like that and why are your procedures not apply to all the shops? I can even take a picture of the sneakers and you need to tell me exactly what is wrong with them. The staff at Eastgate is much more friendly and helpful that your staff at Mall of Africa. I am still in shock and I will never shop there again!

I received my order in less than 48 hrs, tried the jeans, perfect fit, cut the labels as all the Zara labels are way too long and itchy. Upon wearing them for less than 1/2 hrs I felt that the seem on the back is pulling to the left side and it was uncomfortable to wear them because they haven't done the stitching properly. I contacted zara WhatsApp and specifically asked the customer service do I need to go to take them out of the bin. She said NO. Now they are saying that they cannot do anything because the labels are cut. It is breach of my statutory rights s9, s10, s49 CRA 2015. There is nowhere clearly stating in their terms and conditions that the labels should be attached. I am diabetic injecting my insulin mostly in my upper tights and I always cut the labels not to cause any infection especially Zara as their labels are too long and itchy. It is outrageous how they do that. I have never ever come across something like that in my life. I hope you could resolve this or else I will contact consumer ombudsman. It is not tight to do that. I can send you photos of the chat where you could clearly see that she has told me not to go and get the labels.

online purchase, 17/01/2021. O/NO [protected]
28/01/2021 notification received that order has been shipped.
29/01/2021 notification received that order has arrived at store.
29/01/2021 went to store at GATEWAY to collect. staff unable to locate order.
1/02/2021 second notification received that order has arrived at store.
went back to store at GATEWAY, unfortunately still unable to locate the order.
Store took down my details, unfortunately no feedback from store, phone was never answered, had to phone your store in MALL OF AFRICA to get someone from GATEWAY STORE to phone us. Happiness, the manager finally contacted me on 19/02/2021. She confirmed that the order had arrived, but cannot be located. Rowan from GATEWAY eventually confirmed that order was picked on on 12/02/2021. Emailed a signature which is not my signature or any family member.
my contact details cell [protected] ( SA )
[protected]@silveray.co.za

From the beginning when we bought the good till today no customer service or empathy at all from any member of the staff. We bought a baby blanket, ask the lady to prepare it as a present, we paid and left the shop. Hours later we realized that no exchange card was in the bag. We went back and ask for it. The answer was no. We ask the Manager Mrs Denkova Danny to reprint the receipt or give us the exchange card, the answer was no. She clearly said I can reprint receipts only in the day the item was bought not after this. I made it clear that the item was bought few hours earlier on the 10/02/2021 and she started watching the system. She came back to me and said the reprint of the receipt is not possible, the exchange of the product is not possible and is nothing she can do. When I ask her name to know the person I was dealing she refused to say to me, she told me her name after minutes when I was refusing to leave the shop with out her name. Mrs Denkova Danny
(if the name is correct that she said). I left the shop very disappointed and decided to call the head office number 00357-[protected], a lady advice me to report my problem by email and said nobody will speak to me, that's the company policy, no manager will accept talk to me was made clear, shocking situation from a big company Zara. In the end she decided to ask my name and telephone number and said a member of the management will contact me. From the 11/02/2021 When I made this telephone call nobody ever came back to me, the person I spoke to the phone did not accept to tell me her name when I ask for it. This is unbelievable in our days the meaning of customer service from the day one till today was nowhere. Please note that my item I bought and paid still in the shop and nobody replied to me. I am looking forward to your soon reply. I am really disappointed with the non honest manager in the shop which clearly told me that only if the item was bought today she can reprint the receipt or give me the exchange card, I am disappointed with the lady I spoke on the 11th February which she did not accept to give me her name and I am really disappointed that till now nobody contacted me from the company. I am sure this is not how Zara would like the staff to treat their customers. Looking forward to your soon reply.

Regards
George Siderenios
Paphos Cyprus
[protected]

This is the second time I have written to complain about this top, which cost almost £100.00, and I haven't has so much as an acknowledgement from anyone. This is unacceptable. Could someone please let me know if anything is being done about my complaint. Thank you.

This top had a run in the sleeve which went undetected until my son went to wear it. I managed to repair it but after washing the said top, which was washed correctly by gently squeezing it in hand wash liquid and then laying it flat to dry, at no time did it go in the washing machine. On gently pressing it I discovered two holes at the top of the sleeve which were not there previously. It is very poor quality for so much money. My son regularly shops at Zara.

I placed an order on Jan. 20, 2021, and I received an email notification that the package is delivered on Jan 22, 2021 by Ontrac. I checked our front door, there was no delivery. I called the Customer service to inform them that I did not receive the package and I was told that they will investigate and coordinate with Ontrac. After 2 days, I received an email from Zara telling me that according to Ontrac the package is delivered to the address that I provided them and that they will not replace or issue a refund. I am living in an apartment complex and there is another apartment complex next to us, the courier might have delivered the package there. That was really disappointing. So my money just flew away. Very bad customer service.

I placed an online order (of 21 items) with Zara US in late December.
Though one package with 2 items have been received, the other package with 19 items has been delivered to a wrong address by UPS.
Zara claims that the delivery was done successfully.
When raised a case with Zara customer service, I get a reply that there has been no discrepancy in the delivery.
I have proof-of-delivery to an incorrect address from UPS, which claims that Zara provided UPS the wrong address.
Now, Zara is denying taking responsibility for its misdeeds.

I purchased this item for my son in December 2019. I paid almost £100.00 for this item and quite frankly it is rubbish. My son has only worn it once, which was quite recently and as he put it on noticed a run in the sleeve, as it was a tiny run I managed to almost invisibly mend it. I washed the jumper (and please don't insult me by saying I didn't wash it correctly, I did and know how to care for these items, and now there is another 2 holes in the top of the sleeve). I am discussed with this product and would be grateful if you would refund the cost of this item as it is totally unwearable.

Hello I placed an order online on 12/28/2020 ([protected]) and I received the items on yesterday 01/05/2021 and one of the items have a sensor attached I tried calling customer service which is by far the worse and this home agent tells me well ma'am go to the store to have it removed I am beyond livid . I ordered online to prevent from going to the store due to Covid . Not one time did this customer service rep offer any other options he stated oh they made a mistake I can start a return for you, terrible customer service I will never shop at zara again ever

I shipped 2 orders to Zara to return for a refund:
I shipped order [protected] on December 11, 2020
I shipped order [protected] on December 12, 2020
I made these calls from [protected]:

December 15, 2020, around 10 AM:

I called customer service to follow up on the status of 2 returns. Customer service confirmed that they received both items. They also told me to wait 7 days for the refund to be processed.

December 22, 2020, around 1 PM

I called customer service since I did not receive the refund within the time frame that Zara told me that they would process it. Customer Service confirmed that Zara received order [protected] on December 14, 2020, and order [protected] on December 15, 2020. Customer Service asked me to wait 14 days for my refund.

Calls made from [protected]:

December 28, 2020:

Around noon:

Since I have been told different and contradictory refund times by Zara, I called Zara's Customer Service to get an update on the status of my refund. Zara told me that I should be getting a call from a manager, Demaris, within 24-48 hours about my case.

Around 2 P.M.:

I called Zara at their Customer Service line to get an update of when they manager, Demaris, will call me back. Customer Service told me that the manager, Demaris, will call me back in the afternoon.

The manager, Demaris, does not call me that day, December 28, 2020.

December 29, 2020:

Around noon:

I called Zara at their Customer Service number to ask to talk to the manager, Demaris. Customer Service asked me to wait.

Around 12:30 P.M.:

I called Zara at their Customer Service number. I spoke with Thomas. Thomas told me that he filed a case for missing return for order [protected]. Thomas also told me that I should receive a refund within the next few days.

Around 1 PM:

I called Zara at their Customer Service number to get an update on the refund of both orders. Customer Service told me that I needed to wait to get an update on the refunds. Customer Service also said that no refunds are being processed. When I asked for the phone number of the grievance department/customer complaints department/compliance department, Customer Service hanged up the phone on us.

From my computer:

December 29, 2020, 12:58 PM:

I contacted Zara through their Chatbot in their website. I asked for the number of the Grievance Department or their Customer Complaints Department. Zara asked me to wait for an agent. After several minutes, Zara closed the chat without connecting me to an agent.

Please answer the following questions:
How come I have received such conflicting information from Zara about my refunds?
Since I have waited the 14 days that Zara told me to wait for my refund, how come I have not received my refund for both orders?

On the 26 november I placed an online order through zara online south africa and the estimated delivery date at that time was 3 -8 december 2020. The order was not delivered to me and the status on the app still indicated that the order was still being prepared. I have made contact with zara several times on all possible contact platforms available for me (online chats, email - contact.za@zara.com, facebook - zara and zara care, twitter - zara care, instagram - zara). First attempt was on the 8th december 16:45 where I notified the chat agent that the status was still on parcel being prepared which she told me to wait until the next day and contact them again so they could escalate my issue, next day 9th I sent an email to contact.za@zara.com of which an email came back saying the email is no longer available, I the reverted back to the chat option and got a different agent and re-explained my situation again but the agent failed to escalate my query to the relevant department and said I should allow more time. On the very same day I tried my luck with twitter - zara care, facebook and instagram but in all these mentioned platforms I seemed to have hit a brick wall as I could not receive the desired outcome to have my order delivered to me. After these many attempts to get zara deliver my order I was given a new delivery date 23 december which also zara failed to deliver. I feel I have tried all opinions to get my order delivered of which I feel it was unnecessary for me to have to make all these attempts ti get zara deliver what I had ordered in the first place.