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Reviewed Sept. 8, 2023
Purchased a pair of pants and had them hemmed because my daughter is very petite and all her pants need to be shortened. I then washed them, according to the instructions given by Zara. The stone color became all blotchy and unwearable. Zara refuses to provide a refund because the item was hemmed. They claim that I "chose" to modify them; Insinuating that hemming them caused the color to run? Absolutely disgraceful. Buyer Beware - do not buy pants from Zara unless you never intend on washing them.
Reviewed Aug. 16, 2023
Horrible experience with Zara and their new shipping company. (Better Trucks). They definitely delivered my Zara shoes at the wrong address. Zara says they rest assured it won't happen again, it shouldn't never happen the first time. The way they handle it was terrible. No apology, no free item or coupon nothing. But we will give a full refund. Can't speak to the Manager. They don't like to deal with problems. All they care about is selling. Someone got a free pair of shoes and I got nothing. I buy from Zara a lot but no more. You won't ever burn me twice.
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Reviewed July 25, 2023
Terrible experience with an online order. Ordered a dress for $99 plus tax. Didn't like the dress, didn't even try it on and shipped it back the next day after receiving the package. Zara is refusing to pay me. The customer service claims that the inner label was tampered with. I did not even put the dress on, it was shipped to me as such! Zara customer service says every time I called, and I called several times, that there is nothing they can do, they have a strict return policy. Until that time I didn't even know I need to check for inner label when purchasing clothing! The price tag and the Zara label were attached, just the inner tag was removed. Why would I removed the inner tag and sent it back the next day! Asked to speak to a manager several time, the manager never called me back. Out of $120, thank you ZARA!!!
Reviewed June 12, 2023
I bought some clothes for my granddaughter and a blouse for me. I gave the receipt to her in case she needed to do a return. I ended up going to return my top, the receipt was not in the app since they printed it for her and at the store they would not look it up even using the same cc so I could do an exchange. They gave me a customer service phone number to call and they would look up the receipt and email to me so I could do the return. I called them and they said they would call me back in 24 hours. 48 hours later I never heard from them.
When I called them back they claim they could not find my info. I had to go through the entire process again with David who was very impersonal and just following procedures. When I asked to speak with a supervisor he said we don't transfer calls to supervisors, when I asked what dept. he worked in he said, "We don't give out that information." I own 3 retail stores and would never treat a customer like they are no one, who cares about you. Now I have to wait another 48 hours and hope to hear from them. In today's world in small stores like ours when a customers does not have a receipt and uses the same credit card of the purchase it can be found and help the customer make a return.
Reviewed June 6, 2023
Zero customer service. Waited 25 minutes in the return line that had no dedicated cashier only to find out they serve us when the purchase line is done. Then the girl was rude and refused to return one of my purchases because it apparently was missing the laundry label on the inside of garment. Same girl refused return to lady next to me for similar reason. Manager also refused as she stated she can not sell it without that label yet THEY HAD NO ISSUE SELLING IT TO ME IN THAT CONDITION. Shop at your own risk, check every piece inside and out because they will find a reason to refuse a return.
Reviewed May 30, 2023
Purchased an item - time sensitive and for a wedding, but with plenty of time for arrival - and checked the website on the day I had been told it would arrive only to find it was supposedly being delivered to an address 2000 miles away. Called immediately to see if anything could possibly be done to remedy the mistake. After waiting on hold for an extended time the phone was answered by someone whose English was frankly incomprehensible, made worse by the fact that the line was cutting in and out. Please note that I am an ESL instructor and have infinite patience with English learners and their accents. But communication was simply not possible with this operator. The connection was finally lost and I am quasi-certain she simply hung up the phone. Called back and waited on hold again, to deal with a very rude man who sounded like he was standing on the edge of a freeway.
I was told that ZARA customer service would 'attempt to intercept the package through the postal carrier and have it returned to sender,' but that it would probably be impossible because the item was out for delivery THAT DAY. If they couldn't intercept it, I would not be issued a refund or replacement. I was told I would be sent an email with a case number so that I could check up on the status after 48 hours. Five days later, I've NEVER received an email but I DID just receive a text stating that the item was delivered today (5 days late) at the still-incorrect address 2000 miles away. Attempted to call the same customer service number I called 5 days ago, now they are simply not taking calls and there is NO option for speaking to an agent. The chat option on their website is not working. Their twitter and Facebook accounts are not accepting replies.
Apparently this decades-old company is now simply falling apart - similar to the way the clothing they sell tends to fall apart. I have had issues with ZARA before and made this purchase only due to the fact that my teenage daughter wanted this particular dress for one event and it would therefore only need to be worn one time - surely it wouldn't fall apart after just ONE wearing - but now we can't even get our hands on the dress we paid $75 for and there is NO CUSTOMER SERVICE to help with the issue. I knew what to expect from ZARA, I can't believe I was stupid enough to give them another chance.
Reviewed May 28, 2023
I purchased a pair of slacks at full price for $49 at the Zara store at La Cantera, San Antonio, Texas after wearing the slacks for three hours the gold buttons fell off. I returned the defective slacks to the store, and they refused to return them, they refused to give me a replacement product, and they told me to call their corporate customer service department, which was rude, inconsiderate, and had no intention of helping me, I want to warn every customer not to walk through the doors of Zara because you will be so frustrated when something goes wrong, and Zara will not stand behind their garments... Shop other stores, but don’t shop Zara! BUYER BEWARE.
Reviewed May 15, 2023
The online representative was very rude and condescending. Was inquiring about a return and they ignored my question and gave a generic response. This was not a bot although it may as well have been. My concern was not addressed. Will not purchase from Zara again.
Reviewed Feb. 16, 2023
Since Zara started allowing multiple items from orders to be returned in one shipment there have been major problems. The labels that were printable at home are coming back with invalid numbers forcing the customer to call customer service to get a useable label. Whenever Zara issues a label to your email, items from the shipment magically go missing so you don't get credited the money back. You can provide tracking numbers that prove the items were delivered and argue with them until you're blue in the face but they will not give you back your money. This is known as FRAUD. It's only when they issue the return labels that this has happened to me.
So far I am out over $250.00 in returned items. I know this has happened to thousands of other customers so if you are planning on buying online and some items don't work out, unless you can print your own labels without any issue, there's a very good chance you will never see your refund. I don't know what kind of scam they are running here but someone is getting the clothing/shoes that I have returned, either the courier or the warehouse people. It doesn't just disappear. Save yourself major aggravation and lost hard-earned money and do not buy from Zara.
Reviewed Jan. 24, 2023
I have shopped here for years and never had problems. I bought my daughter some clothes for Christmas and she didn't like anything I bought her. I figured the return policy for holiday purchases would be extended, that was a big mistake. There is no email address to contact and their chat is all bots so I was unable to get a hold of them. I finally sat down and called them and could barely understand the rep. I asked nicely if I could speak to someone else because we were not communicating or understanding each other. She refused and then was playing the dumb role and refusing to help me.
I finally was able to find a live person on their chat and he was also rude, asking me why it took so long for me to make a return. I guess I'm used to stores like Nordstrom or even Target where the customer service is 5 star and they will take the returns of brand new clothes with receipts and tags even if it is past the return policy. I deleted my Zara account and will never, ever shop there again. This is a multi billion dollar company, but if you read more reviews on this consumer affairs, they don't care about their customers. Good riddance!!
Zara author review by ConsumerAffairs Research Team
Zara was founded in Spain, where its headquarters remain, in 1975. The company is now a part of the Inditex group, the world’s largest apparel retailer. Zara has brick-and-mortar locations worldwide and an online store. The company sells children’s and adult’s clothing and shoes.
Store locations: Customers can check online to see if the Zara store nearest them has an item in stock. Those who don’t want to wait on delivery can purchase online items in the store.
Returns: All returns to Zara are free. Unsatisfied customers have one month to return or exchange an item, and they may do so through the mail or in a Zara store.
Style recommendations: The product page for each shoe on Zara has recommendations for other items to pair with those particular shoes.
Social media: Zara has active social media pages on Facebook, Twitter, Pinterest, YouTube and Instagram.
Zara Company Information
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