Zara.com
Reviews and Complaints

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.

I ordered some clothes online in the coronavirus era where stores are closed, I am a regular zara customer for me and my child for years but never online before. For some bizarre reason my laptop autofilled a partly wrong address to the delivery which has not hapened to me before and I did not notice. When I got the receipt I noticed straight away and tried to get in contact with Zara to chage the address. This proved impossible. The call centre is closed. I used the online chat and the person on the other side said there was nothing he could do and to wait to miss the delivery first and then contact them back. He was clearly trying to get me off his back. When this hapened, I tracked my package and it was indeed delivered who knows where, I went to the chat again and I had an awful experience. I had to go through the whole story with 3 different agents none of which helped me at all, but told me to get in touch with the courier myself, which is obviously wrong as the courier is employed by them and would not have anything to do with me. Courier is Royal Mail btw. I have been on the phone to them for an hour in the queue, and no answer. Meanwhile I know they wont do anything because its not their fault the address was wrong, and it is of course my fault but it can't be that there is no way to amend an order and now I lost 65 pounds worth of clothes at a time when I really cant afford to throw money in the wind, these were presents to my son and me from grandparents who live abroad and could not visit so it's doubly heart breaking how non-chalant Zara were about this and pretty much told me 'tough' despite me having done all in my power to address the issue. I asked for the complaints procedure and they would not even give it to me. I have spent numerous hours now on the chat and the waiting to royal mail to no avail. I am genuinely shocked, appalled and saddened. Even the much hated Amazon sorts out everything for you every time. I will not go near zara with a barge pole again and will escalate this wherever I can. Horrible chain

Hi
Am a regular customer at zara whether buting directly from the stores or online
On 9/1/2020 I orderd online 6 items for 3004 L.E, i only received 3 items and the rest not although the whole amount of money was deducted from my visa balance. Time frame for delivery was 12/1-19/1 and I chatted wz zara online for the past three days they keep telling me will check with aramex and get back to u which didn't happen at all. Am so disappointed with this attitude from such a big name as Zara which I really adore.
Now I really need my 3 items to be delivered as soon as possible and then they can solve their problem with aramex as they wish
Thanx and best regards

I ordered a Christmas Jumper at Zara.com.
I had to options to delivery between 5 working days(standard delivery) days or 1-2 working day (home express delivery).
I paid 9.95 eur for home express delivery to get the jumper on the 24th of December, before Christmas. Unfortunately so far I still didn't receive the order. After asking them about the delivery they said that is due to delivery today but nothing so far.
Of course I wouldn't pay the delivery Express if it was meant to be deliver after Christmas.

I ordered a pair of boots for a Christmas present. They finally arrived and they sent L boot in wrong size! How does that happen. So I reached out to Zara Customer Service team via chat. And boy oh boy was that an eye opener to the most worthless and ridiculous service one can imagine. Sadly, the first Chat rep Segun ended chat 13 minutes in so I attempt a second time. The second rep was Daphne who I repeat everything to and even send pictures of the boots to. She replies with the question - did I wash or dry the item? No one washes or dries boots, especially if they are to be a Christmas gift. I ask for a manager 3 times and the reply is another ended session. Great clothes, [censored]s when it comes to customer service!

[protected] Order
Zara have not refunded me for 3 dresses I returned on 12/10/19. I provided proof of return. They persistently advise me to allow 24 hours more. I have been receiving this message for 10 or more days.
They have no right to withhold my money. I have already complained by e mail but no response,
They claim to be an ethical company but I see evidence of poor values and ethics.

Hello,
I am a fellow customer of Zara
I have bought many articles and clothing items and lately I have been having issues with the products that I have bought such as (shirts, bags, shoes, etc..). Most of my previous purchases lasted over a year before visual defects would show up (which to my passed experience in normal).But lately the items I have bought last 1-2 month before defects would appear.
After this timeframe holes or zipper would break or soul of shoes started to rip off. I can understand that Zara is a huge company dealing with millions of clients worldwide and some products may not be 100% accurate be when it becomes a reoccurring issues it needs to be fixed. I DO NOT want a refund but, moving forward I will be shopping elsewhere until the quality assurance of the products are improved.
Sincerely,
Fellow customer

Hi,

My name is Saleem Shaban, I'm a regular customer at Zara and it's one of my favorite brands.

Unfortunately today I had a bad experience at your store in Dubai Mall, basically I was running to buy a suit urgently as I had a full day event and it just slipped out of my mind that the dress code of the event is formal, so I had to leave the event and rushed to Zara Dubai Mall branch since it was the nearest to me, I arrived to the store at 9:47am to get suit, shoes, belt and shoes just for this event, man on the door didn't allow me to enter and asked me to pass by again after 5 minutes, this was absolutely fine with me, i took a round and came back to the shop 7 minutes later (shutter door was half open ) so I entered and approached one of the staff to help me and we start looking for a suit for myself.

While the staff was helping me a lady nearby was taking rudely to one of the store team in front of me, suddenly she interrupted, rudely, dry angry face saying " Hey Mr. You shouldn't enter the store it's not 10:00am yet " I said i understand I'm sorry it's just urgent and it's only 3 minutes till 10:00am, beside I got permission from the guy on the door to enter, also my payment will be done after 10:00am however with mad dry face in-front of her 2 staff she answered me back raising her voice up at me saying " even tho, you can't just cross from under the door, it's not allowed."

I kept silent as I was just in shock from the way she was taking to me and the body language she showed me was extremely rude and completely unprofessional, I just wish if she delivered the message in a nice professional way as supposed to be.

She is a Russian lady, black hair and I believe she is in operations.

Im so annoyed from the way she approached me in front of her staff, I felt embarrassed, even her staff felt embarrassed / annoyed from the way she spoke to me and he apologized to me after she left.

I hope this message reaches to the right person so he/she can take the necessary action and I hope as well the same message reach to the same lady who disrespected me as maybe this will be a lesson for her to respect other customers and deal with them in a professional way.

I demand an apology from her.

Thanks for taking the time to read above, appreciate your understanding to the seriousness of this matter to me.

Regards
Saleem

I would like to lodge a formal complaint against a very rude staff member in Zara pitt Street. I went into Zara this evening at 7pm to pick up a new top for work as I've just started a new job. I went downstairs and spotted a cute grey short sleeve top with a white collar. I searched through all the tops that were there and unfortunately they all had some makeup on the collars. I was in a rush so I decided to buy it anyway without trying it on. I went upstairs to pay and was served by a young looking girl. I asked could she write on my receipt that there was makeup stains on the top as I hadn't tried it on and I may need to return it if it didn't fit/suit. She passed me over to a tall lady with short black hair. I don't think she was Australian. I explained the situation again to her and she just looked me up and down and didn't say anything. Then she said am well 'youre wearing makeup' again staring at me. She asked why didn't I pick up another one.. I said they were all covered in makeup.. she looked at me like I was lying. I got to the point where I was just going to return the top when she reluctantly wrote it on my receipt. She didn't say thanks or anything else and I just walked away feeling humiliated and frankly quite uncomfortable. I worked in retail for 4 years and would never speak to a customer like that. The service I received was rude and apalling.

Dear Sirs,

Last Friday, the 26th of July, my fiance and I were in the Zara store in the Mall Athens. Inside the store, someone stole my fiance's wallet. We were in the women's department and he felt that somebody was pushing him and after a while he saw his bag open, and his wallet was gone! Much money inside and many formal papers and bank cards...
Immediately we called the security guy for the incident and he told us that he will tell the security person who is responsible for the cameras to check immediately the cameras and see who is the thief as we knew the exact time it happened.
He told us to wait and he would inform us the soonest possible. At the mean time, we went to the general reception of the Mall to inform them also for the incident and to inform the general security guys for the theft. Then, we got back to Zara store, we found the security guy and asked him what happened and if they found anything through the cameras... He looked impassive and not very sure. He told us that we should talk with the Store manager. We went to find her and sadly we realised that she was very rude and unprofessional. She told us that it is not allowed for them to see the cameras and that there is a privacy policy that does not allow to see other people from cameras. So, what is the reason to have cameras CCTV inside the store? To protect only the clothes? What about the customers? Who protects them?
The Store Manger told us that what the security guy told us was wrong (it is not allowed to check the cameras) and if we wanted to do something, we should go to the nearest Police Station to file a case against an unknown and give the police department a command to check the material of the camera.
We are wondering:
1) For what reason do they use cameras if they cannot check them in Zara?
2) Why we have been treated in such an unprofessional way?
3) Why the Store Manager was so rude with us? We were treated like we were the thieves! She was very cold and ironic. And I told her that she is responsible for our safety and our security and she should know the right procedure when a theft is happened, she answered us ironically : "Oh, I didn't know that in order to be here as a manager, I should have known the criminal law by heart!". She had absolutely a very bad behaviour.
4) Why Zara, where we have bought so many things and undoubtedly we are very loyal customers, we were treated like this? Is it right to be treated like this?
5) For such a big company, as Zara is, is it right not to be safe? Is it ok for such a great company to have in its stores such bad incidents with theft?

From now on we are not going to buy anything from Zara company as they did not respect us and they did not help us at all. We don't feel safe there and it is unacceptable the fact that we were stolen inside the store with so many security guys.

Sincerely Yours,

Margarita

I bought a coat on sale for R999 at the abovementioned store in the week of 16 July. As I explained to the cashier, I wanted to get some more opinions on the fit of the coat. She explained that I had 30 days to return it. Today, 25 July at about 17:45 I returned the coat. Although having really liking it, the shoulders were too big hanging down my arms. I explained to the cashier why I'm returning it, and she still asked if she could check if there was a smaller size. However there was not. She checked the label against the slip and then called another lady to authorize it. They conversed in a language that I do not understand. The lady then said that she cannot accept the return as it smells of smoke. I was really confused about this, thinking that I perhaps misheard. She again informed me that she can only accept returns in their original condition. I was becoming quite embarrassed and was still quite confused because I don't smoke, nobody smokes in my house, my house does not smell of smoke. The coat was kept in its bag in my changing room which also does not smell of smoke. I never wore the coat while it was in my possession. I said that it was unacceptable and that I would return to the store the following day again to return the garment. The lady that refused to accept the return said she is Dika (not sure of the spelling, she did not wear a name tag. At home I had my husband and a friend smell the coat. They couldn't smell any smoke. The only "smell" is one of new material, the coat is made of a loosely woven fabric. This situation was very embarassing to me. I feel that I'm being accused of misusing the garment, which I did not. I sincerely feel that there was an error in judgment. I want the matter to be speedily resolved and have no qualm in offering the coat again for a "smelling" test. I would therefor like to return the coat and get a credit on my credit card. Please acknowledge your receiving this complaint.

I tried, and then watched the girls on the men's floor, to get assistance. I am at the store right now watching how they run from one section to another, every time a client attempts to ask them a question. Meanwhile they hold their iPhone, and use it to hide the fact that they won't do any thing to assist.
I literally stood 50cm away from them as I watched two girls holding their iPhones to try and sync them . After 5 minutes watching them play I said Alo. The girls looked at me, said "um momento" and walked as fast as they could to the other side of the store.
Please send someone to watch these girls as they pretend to work. It will make a great YouTube video.

HORRIBLE experience. Please read and share.

Ordered 2 items in June and spoke with Customer Service through chat a few weeks later stating I needed to return for a full refund (original payment method). I shipped the items back and received notification of the items received and that I have been given a GIFT card.

Have gone round and round with customer service and they've advise me that I checked a box to receive a "gift receipt" when I checked out online.

(1) There's no way I did this and (2) even if I did, I'm the original purchaser! AND, the return info/label Zara sent me through email has 4 simple steps for returning items.

Step 4 states: "Refund - The refund will in the same method of payment as your order. Please allow 10-14 days for a full refund of your returned articles."

DO NOT. I REPEAT DO NOT GIVE THIS COMPANY ANY OF YOUR BUSINESS!