Zara Reviews

Terrible customer service! So many rules! Arrogance and apathy! I’d RATHER pay more and have customer LOVE & appreciation. After all, WE are paying for these elves’ livelihoods. If you can call it that! I do not care how much I looooove their “stuff”. It’s disposable clothing & SO not worth it. Obviously to them either. Rules! Oh, the rules! I see I’m in good company! They are just not getting the memo. People, more important than “stuff”!

Zara has the worst customer service and refund policy, criminal in how they treat and process refunds. I purchased and item in store and returned it within minutes due to incorrect size. I walked up to the customer service department and requested that they issue a refund on the credit card, they told me it would could take up to 15 days for the refund to show up on my card. After the 15th day and there was still no credit on my credit card I called them and got the runaround, I was told they would look into the matter and I can expect an email within 24-48 Hr. as to a status, when 48 Hrs. had passed and there was no email I got back on to the phone and requested to speak to a manager, I was informed there are no managers around.

Literally the worst customer service I have ever experienced. I was told that for a full refund that it was 30 days, but that it was 60 days for an exchange in store. I guess that person was wrong as I tried to go exchange them and they told me that it was only up to 30 days that they would take them back. So now I am 5 days over the 30 days and they won't do anything, and the customer service person hung up on me.

Zara has terrible service. If I could, I would give o stars. I have registered a return in time, but they have failed to provide me with a return label or code in time. After numerous chat discussions, I have finally got a return code, 3 months after I registered the return. I have returned the items, and now they claim that the return cannot be accepted because it is too late. I have wasted hours with this matter, and in the end, I will have to pay not only the products but also several extra fees.

Received a Zara giftcard as a gift. Picked up the physical card from store. Zara website would not allow me to use card as apparently it should be activated. There was no activation code included in the email when the buyer purchased the card for me, so we just tried her mobile number and my mobile number (as apparently, activation code should be the last 4 digits of the number given during purchase). Still no luck. So then I contact them via webchat today, where I apparently cannot be helped as the person who physically has the card and it was gifted to, and only the buyer can enquire. I am sorry, I received the gift card, it is literally mine? Why does it have to be so ridiculously hard to be able to spend the money someone already paid, as a gift? It is simple at any other store. Absolutely useless and terrible customer service at the same time.

I would give minus stars if I could. My order was delivered to the wrong address, so I called customer service, but they could not care less. They opened a bogus investigation and said that it was delivered to the right address. I was livid, did they just call me a liar and say I was not going to get merchandise or a refund. Did I just get robbed from Zara. Mind blown.

Torrance CA HORRIBLE customer service - received defective item and employee wouldn't accept return in store - I had to send it back and contact them so I wasn't charged for shipping a defective item - I was on hold for over 30 minutes - finally received an "exception" only to have STILL been charged for the original shipping of a DEFECTIVE item. Will NEVER Shop or buy anything from these scammers.

I recently placed an order from Zara on the 28th of March. I received an email saying that the delivery date would be the 31st. At 9:30 am I received an email saying that the package is out for delivery. I noticed that that it was getting late and by that, I mean 9:30 pm and the package still wasn't delivered so I assumed they were behind on deliveries and that it would be delivered tomorrow (April 1st). I woke up at 3:00 am in the morning, I checked the app and it said the box was delivered, I went downstairs and there was no box. I looked through my cameras and noticed that the box was delivered at 10:51 pm, the delivery guy did not ring the bell so of course we didn't know it was sitting there.

I purchased a jacket at the Newport Center, Mall in Jersey City. When I finally tried it on my son, I realized there was a defect with a zipper, but at that time the 30-day return had passed. When I returned it to the mall, hoping they can give me a store credit for the defective items since it had already passed the return policy the store manager there was horrible. She said no, they cannot take it back that I have to call customer service. I called customer service and customer service is saying they cannot do anything about it because the item was purchased in store that the Store team needs to handle this. So it’s a back-and-forth between customer service and the Store team, which is not worth me driving to the mall back-and-forth and pay parking.

Placed an online order via the Zara website, they used Better Trucks as the delivery company to deliver my package, they left my package in some random lobby and took a picture and claimed it was delivered. And now Zara or Better Trucks and taking accountability for my stolen package. Both companies claim they are not responsible for not delivering my package to my apartment or handling it directly to my hands or delivering it in a safe manner. Such a big company as Zara is and using such an irresponsible company like Better Trucks that don’t care how their customers' packages are handled.

I'm shopping at Zara often. I'm very good customer. I'm ordering, trying at home and I returning what I don’t like it. Now they sending me Pudo return label and I never hear Pudo company in my life and I don’t have any close Pudo counter in my location. I call Zara. I chat with them, but they saying they can’t do anything about this system, which is sending automatically. I think Zara trying too hard to return but they will lose customers. Zara has to stop working with Pudo.

I have been shorted in my online return 2 times in 6 months…they claim they didn’t receive item I was not refunded! There is no accountability for either incompetence or internal theft. Their desk jockeys read off scripts and don’t allow you to speak to a manager. I spend between 4-9k a year so clearly I’m not trying to scam them. I have shopped Zara for over 15 years. I have been refunded by PayPal on 2 claims so far. This time I was shorted 88.30. I shouldn’t have to work so hard to get my money back. They hate their customers or they would get to the root cause of the issues. There are over 20,000 complaints on Trustpilot.

Do not ever and I never buy anything from Zara online. They split my order into 2 deliveries and then didn't address the second package correctly (Royal Mail confirmed that in writing) so it was returned to Zara. Zara said I would have to wait until they received it back to process my refund and up until today I have still not received it. I am anticipating they will say they never received it back from Royal Mail so they won't refund me. You can't get a hold of anyone in customer service in person and the WhatsApp line has a bot responding to your communications. Avoid like the plague unless you want weeks of trying to manage the chaos to end up with no delivery or refunds. I suspect their customer service team is located in Spain because they have either weak or nonexistent consumer protection laws or enforcement. Very clever scam they have going on here.

Terrible customer service. Would not recommend. Zara has become a poor brand. Will not shop again - avoid. The customer service is outsourced abroad and the reply time is hours not minutes which isn’t acceptable.

A fraudulent charge to Zara was made to my credit card. I tried to resolve it with Zara so that I would not have to cancel my credit card. Zara kept telling me that it was "under review" but in fact this was a lie as they did absolutely nothing and allowed the fraudulent charge to remain!

I wouldn't even give this store a star. The return policy of 30 days is a joke. How do you expect people to return something within 30 days that was purchased for Christmas. By the time the gift was given it was already after the 30 day policy. I don't even want money back. I wanted to exchange for a different size. You were keeping the money!! Give me a break!! What a scam!! So incredibly disgusted.

If I could give them a 0 I would. I placed an order over a month ago and it has not been processed. Trying to get anyone to help or resolve has been a nightmare. I've had three separate conversations over chat and phone, with no resolution. Each time I was told that a case was opened and I would be getting an update in 48 hours, I've received exactly zero updates. In my last communication with a representative I was told the order would be canceled and refunded. When that did not happen I called back and was told my case was being escalated but they agents are not allowed to transfer calls to anyone else for escalation. I will now have to open a case with my credit card company as I have zero confidence that Zara will resolve.

Be careful buying Christmas gifts from Zara. Their return policy is only 30 days from the purchase or order date, not from when the gift is received or opened. I tried to return a gift and they refused to take it back because it was outside their strict window. Very disappointing and not customer-friendly, especially during the holidays.

I'm no stranger to bad customer service, but the Zara agent took it to a new level. I ordered an in-store pickup, and of course, it got delayed. So, I figured I’d save myself some trouble, go to the store, buy what I needed, and cancel my online order. Zara has this *policy* where you can only cancel if the order is still processing, so I made sure to get to them before it shipped. The agent assured me the cancellation went through. Fast forward a week, and I get a notification that my order is ready for pickup. Naturally, I call customer service again (because apparently, I like pain), and the next person tells me they have zero record of any cancellation request.

Worst online purchase experience I have ever had. Store unilaterally cancelled my order following purchase and gave the excuse that they were out of stock. Why sell the item if it's not in stock? Once back in stock, tried again. This time it was shipped to the designated store only to be "lost" (was told today that it was likely mistakenly sold to another person). Wow. We are talking about one item here. I am floored that this business can continue in the manner that they operate. Spent hours on the phone with customer service personnel to be told lies and excuses. Worst experience EVER!