Zara.com
Reviews and Complaints

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!

RE: T-SHIRT grupo INDITEX

RN: 77302
BAR CODE: [protected]
RUC: [protected]-4

On 23rd June 2019, I had bought this t-shirt at Setia City Mall, Selangor Darul Ehsan, Malaysia. After tried the t-shirt I straight made the payments without checking . After taken back, wash before I wear it only found that there's 3 pin holes on the t-shirt. This is the worst experience I had where bought a new shirt but couldn't wear it at all. Please do something to improve on the quality !

To whom it may concern:

Incident at Zara Gateway
Initial purchase Saturday 1 June 2019 13.59pm

I had bought 2 bodysuits at the store on Saturday the 1st of June 2019 at 2pm. The store was extremely busy at the time and I had to wait for an hour just to pay.

I would like to state clearly that at the time of my purchase, The cashier did NOT notify me that formal bodysuits that are evening wear are considered to be underwear and are not accepted for exchanges. The sign at the store says the following;

The sign does not mention this fact either - nor was this stated at the time of the purchase.

On Monday 3 June 2019 at 13.15pm I went to the store to return some of the items as they didn't fit. I was then notified that Zara does not do exchanges on items such as formal bodysuits and was told that the cashier who served me in the first transaction when I purchased the items should have informed me. I told the staff that the cashier had not informed me of this when I bought the items and it is unfair to enforce a policy on me that I was never notified about. The cashier said she would need to call her manager. I spoke with the Assistant manager : calyeen (apparently legally the staff are not allowed to disclose surnames so I don't have her surname). The assistant manager was very rude and basically told me that the cashier who handled the initial transaction would have told me. I am going on record and stating that this was NOT the case. I am very disappointed at the manner in which the assistant manager handled my issue because she didn't even ask me any questions to get further details on the issue and kept insisting that I was told. She was not concerned about
when I had made the purchase (not even what time,
which day or
Did I pay using cash or card
No effort to ask me what happened at the time of the initial purchase. She just kept insisting that the cashier who handled the initial sale DID tell me. Calyeen wasn't even there at the time (1 June 13.59pm) - how can she be so certain?

She recommended I take up my complaint with customer services - which I'm doing. But I want to highlight that more than anything else - I am extremely disappointed at the fact that no one even checked the facts of what I'm saying. NO one told me that formal bodysuits constitute underwear and will not be accepted as an exchange.

How can such a policy be enforced when I wasn't told upfront ?

This is very unprofessional and clearly (from my receipt) - I spend a considerable amount at Zara. After such behavior, I'm so put off going to another Zara ever again.

Zara has been called out before for certain policies that have been enforced. With all due respect to the institution - I sincerely recommend that the staff are trained better on how to enforce these policies without just being blind to the facts at hand. To leave a Zara store with such a negative bitter resentful feeling - is an extremely unpleasant experience.

I sincerely hope someone will look into this and make it right. I will not be frequenting this store for a long time - due to the attitude of the staff.

It's one thing to have a globally recognized brand and good quality products - that gets people in the door. But over time, the attitude of the staff and the experience in a Zara store is what keeps people coming back and loyal. Else we may all just end up at the competition next door. Where staff are friendly and policies are not unfairly enforced and customers are not accused of lying.

Yours truly
Shehnaaz suleman

Hello. I am a Zara client living in Richard's Bay...Kzn. unfortunately we do not have a Zara outlet in our area...so from time to time I travel 2 hours to the Gateway to do my shopping for myself and hubby. I was very disappointed with the fact we were not allowed to come in the store with our trolley...Bear in mind that we did other shopping as well...and I vehicle was parked off...normally people do all their shopping and get out of mall once done...the gateway mall is huge...no normal person is going to go back in car and leave all your shopping and come back in mall...my point here is we were told we cannot come in with our trolley as no trollies allowed... there was no area where we could leave our trolley...or some security effort maybe to seal our other packets so we could enter...I do understand that at times people do steal maybe or I am not sure if because of space...or whatever the reason...I like to know...as this is not a nice rule...up your security system or make more more space in store...do something but dont inconvience your customers...I only ended up shopping for myself...my husband had to wait with trolley outside...it just messed up our shopping...in your store...to top it all i admit i shop and spend lots of money at Zara ...this time I was really annoyed with my husband not allowed in...and not like your staff was friendly...in the manner she spoke...bluntly saying NO trollies allowed in store...my husband did not shop...there was no way we were going to gave turns shopping with one standing outside waiting... please I like to know why this rule...

I returned some items to Zara online back in Nov.'18. After checking my bank statements I saw that I never received the credit for the returns. I called Zara Customer Service in Germany 5 times thus far and was told that they will ship one of the jackets back to me within 10 days. Never received it. The other returns are still not resolved. So I don't have the items or the money. I don't get any support or resolution when calling Customer Service. It can not be right that the company just takes the items back and doesn't offer a credit. That is stealing!
After spending thousands of Euros over the years there, I will never shop Zara again!
The order numbers are:
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]

I would appreciate help in resolving this ASAP.

I bought a women's work jacket from a Zara store in London. In my first wear itself i saw it tore at two places ... shocking for a brand like yours
To top that I bought a full dress in a Zara store in Riyadh and after wearing it once I can see a tear Ie the material has ripped its not a tear
Can't believe that Zara is selling such poor quality stuff