Zara

Zara

 3.1/5 (78 ratings)
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About Zara

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Page 2 Reviews 10 - 40
Rated with 1 star
Verified Reviewer
Original review: Jan. 31, 2022

Zara has become one of the pettiest companies ever. The online experience started as a good one. They would send you a re-usable box, returning labels and even tape to close the box. Now they charge you for shipping during sale seasons and you have to print your own labels. They are trying to reduce costs to a point that often the clothes get home in boxes that are all torn apart. God forbid if you have to reach out to online CS. You may not even reach anyone. A chat is started online and someone may or not reply, and don't be surprised if they abandon the chat before you do. They are not trained to say "I'm sorry" or to make any concessions. And nothings gets better if you ask to speak with a supervisor.

I had the worst experiences with online Zara. The worst was when I was never refunded for a return. Contacted the customer service a few times (at least two) and eventually decided to cancel the payment through AMEX. Well, Zara banned me from buying online because I requested to cancel the payment through AMEX. They make no concessions - and that's just their policy. I understand they know their clients will come back not for the CS, but rather for their products. Honestly, I think twice before purchasing at ZARA and it used to be go to. And the main reason for the hesitation: their pettiness.

4 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Jan. 19, 2022

Placed order online and did not fit, took it to store for an exchange. Didn’t have same item, so they said you can only exchange for the same item! They did not let me exchange for anything else. Explained to them that receipt does not say that!! Called corporate and First Lady that answered said “yes you can exchange for something else” then got disconnected! Called back and that lady said “No, has to be for exact same thing!” Told her same thing is not available and receipt says you can make exchanges!!! She kept saying No!

4 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Jan. 19, 2022

I ordered my daughter a pair of pants for Christmas. I received an email saying that the pants were "shipped" a few days before Christmas. A few days after Christmas I called to say the pants never arrived. Their information said it was out for delivery. I was told to call back in a few days if I don't receive it. I called back in a few days and said we still haven't received the package. I was given case ID # and was told that a new package would be sent.

I call again to say nothing was ever received (though I suspected this would happen because no confirmation email was sent). I was then told the original package was delivered on Dec. 24th and asked who was home at the time of delivery. I said my entire family, it was Christmas Eve. They asked if I live in an apartment, condo or townhouse. I say none of the above, I live in a private home. I am then told that the item is now out of stock. I asked if the item had still been in stock the first time I inquired about the missing package. No real response to that question. I am offered a store credit and free shipping on my next item. I ask what makes them think I will ever order anything from them again seeing the last package never made it to may house. I am told a manager will call and speak to me personally in the next 24-48 hours. No one ever called.

2 people found this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: Jan. 13, 2022

I purchased an item online that did not fit and decided to return the item with the intention of repurchasing in another size. Less than 1 week passed between receiving the item and mailing it back for a refund. The item is unused with all original tags attached. I also included my original receipt in the return parcel. While the return item was in transit back to Zara, the credit card that I used for the original purchase was part of a security breach and the account was closed. The credit card company said that since the account has been closed, they cannot accept the merchant refund. The refund will be bounced back the merchant. Note: Since I have had a few security issues with this credit card company, I opted not to have them reissue me a new card. There was $0 balance on the card.

I then contacted Zara to ask if it were possible to refund to an e-gift card or store credit as I intended to make a repurchase anyways. The answer was no…their policy is to only issue a refund back to the original form of payment. I understand why this policy exists and normally would not take issue with it. But I am stunned that Zara online does not have a policy in place for circumstances such as closed/inactive accounts.

I called one of the physical stores to inquire about the return policy when the original credit card used was cancelled (for an item with a receipt and tags still attached). They said it would be honored as an exchange OR put onto a gift card. I am equally as stunned that Zara online has a different policy than their brick & mortar stores. If I had known that their return policy is so rigid and inconsistent, I would have kept the item and had it altered or donated it. So lesson learned….If your credit card gets cancelled before Zara has processed your return, they will not offer to place your money owed on a gift card. In fact, they get to keep the item you sent back and the refund that “bounced back” to them. Horrible customer service and horrible return policies.

2 people found this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: Jan. 11, 2022

My wife and I ordered a pair of jeans for my daughter in November for Christmas. Ordered early due to concerns about shipping. She opened them Christmas day, and we needed a different size. Contacted the company to ask for an exchange and they would not honor because it had been greater than 26 days since it was delivered. Please do not order from this company. I never will again.

2 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Jan. 10, 2022

Bought coat for wife for Christmas. Sat wrapped brand new in box and Christmas paper until, well, Christmas. Wife tried it on and it looked like a potato sack on her. Very boxy for her frame. She went to the store and they gave her the same song and dance I just got on their customer service phone number. It was past the return window, which is a small window when you like to start Christmas a bit early as I do. I bought it November 1st today is January 10 2022. So, I was simply asking for a store credit as I'd like her to be able to buy what she wants since. THEY WOULDN'T HONOR ANYTHING! It got escalated and everything and I just received a blanket statement email stating their return policy. We're stuck with the coat, it would cost 3X as much to make alterations; not even worth it.

This is a SCAM; they should extend for holidays as they'd keep customers that way. I'LL NEVER BUY ANOTHER THING FROM THIS COMPANY AGAIN. EVER. I'M ALSO going to tell everyone I know about this to boycott them. THEY SMELL OF desperation by trying to hang on to every penny. Not honoring a store credit is ridiculous. NEVER AGAIN. DONE WITH ZARA ---

3 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Dec. 18, 2021

I recommend everyone DON'T BUY in Zara. We bought a man shoes, after two twice of wearing it was deformation, we brought it to the store where we bought it (King Plaza Brooklyn, NY) and the staff of Zara told us they can not change it or take back we have to contact the customer service of Zara. We did, and what do you think customer service replied? Below is the reply: "Dear Customer, Thank you for contacting Zara. Unfortunately, we were unable to locate your receipt with the details provided. If you have any additional queries, please visit the help section on our website. For future purchases, you may download the ZARA mobile app to take advantage of our e-receipt option. Regards,"

2 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: Nov. 27, 2021

I absolutely love Zara's clothing. I have purchased so many pieces in the last 6 months. My closet is full of Zara. The clothing is uniquely stylish and of superb quality. I've only had two bad experiences. The first bad experience was when I tried to return a pair of shoes that were defective. The elastic part of the slingback was overstretched or a little too long and so the sling back wouldn't stay on my ankle.

I had waited about 2 weeks to initiate the return and I didn't think anything of it because Zara has a 30-day return policy. When I called to return the item, the customer service agent kept putting me on hold like she didn't want to allow the return, and then she came back and asked: "What took you so long to call?" I answered: I was just busy. And that was the truth. Returning items to retailers isn't exactly on the top of my to-do list or at the forefront of my mind these days. Ultimately, she approved the return, but I don't like the hesitancy or that I was questioned in that way.

Another annoyance I have is that Zara does not make it simple enough for us to determine our size based on the fit that we want. The models don't always wear the size that aligns to their body measurements according to the size chart; therefore, Zara should start putting the model's body measurements on the item page. It would be helpful to know the model's bust, waist, hip, height, and weight measurements. This will help us to choose the size that fits us the way the item fits on the model, especially when the model is in fact wearing a different size than what the size chart would indicate for a body measurements, because the creative artist wants to show the model in a looser fit. I'm sure it would also reduce the number of returns.

The only other annoyance that I have with Zara is that they use a lot of male models and it's very hard for a woman to imagine how an item would look on her body when a man is modeling it. I wish that they would show the same item on a woman in additional pictures. However, I'm sure this won't change - it's all a part of the program. That's all.

3 people found this review helpful
Rated with 1 star
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Verified Reviewer
Original review: Nov. 15, 2021

It is with great regret that I am writing this review about one of my favourite brands. I have been a Zara fan since the age of 10 from the time I was raised in Dubai. I used to go to this store almost every month to purchase clothes and has had a great attachment for decades. The other day (on the 13th of November 2021 at around 4 to 5 pm in the evening to be precise), I went to the Zara store at the Eton centre. Not only did I regret this visit, but also the image of this brand changed my mind forever.

I walked around the store and picked 2 shirts to try on for the following day’s meeting. I wanted to try the fit of this shirt on and went into the trial room. The following happened which could be verified by the camera footage if you have any. 1) I waited in the trial room for 1 hour and 45 minutes for the customer service individual to bring the next size shirt. They scanned the bar code initially, after about 40 minutes of waiting, they brought in the same size shirt with a different neckline. After 25 minutes more of waiting, they brought a different shirt of the same colour and a different neckline. After another 25 minutes, they brought the same shirt in and asked me to try the fit on and order the product online since it was not available on stock, while clearly there were quite a few in number reflected on their apple devise as witnessed by me.

When I questioned about this, the lady said that sometimes the barcode could be wrong and they could not find the item in the store. How could barcodes go wrong Zara? If that is a case you have a computerized system that provided unreliable information that needs to be changed or is it that your staff is too lazy to look for the item even after about 2 hours of me waiting in the trial room? They said that the floor is too busy, however other customers also left out of frustration and many more came in and went. This was the case of the 1st shirt that I tried on

2) The store did not have the right size of the 2nd shirt that I tried on so I ordered it online for which shipping cost was free. While at the counter, this item was cancelled in front of me without my knowledge and ran out of stock. I had to walk to the other store in Queen’s Street to get hold of the last piece in the cold. Mistakes happen and I know it. The store was busy however was not unmanageable. I probably would have been the calmest frustrated customer you might have had. I kept telling the floor staff that “It was on, things happen, but just help me”. What frustrated me the most was what is mentioned next?

3) While waiting in the trial room and being claustrophobic, I told one of the floor staff (very cooperative, assuring and well trained) that I wanted to talk to the store manager about the inventory management system. I did not want to complain about the staff as we are all humans. The manager came and asked me the following - "What is it that you wanted to talk about?" (With folded hands and an attitude that she wasn’t ready to help, like "I am here, this is how things work here" kind of an attitude).

Everyone is busy and the so-called manager is supposing to address the issue in a welcoming manner. I repeated and told her that I am so frustrated (calmly _ the video footage is evidence to my word). She stared into my eyes in said: “As I SAID THE STORE IS BUSY”, someone is again looking for the shirt I wanted. I asked for her name and she again stared into my eyes and said “EVERY EMPLOYEE HERE HAS THE RIGHT TO REFUSE TO GIVE THEIR NAME BUT SHE COULD GIVE ME HER EMPLOYEE NUMBER”. She wrote down her employee number and didn’t even come later to check if the issues were sorted. Rather she was causally hanging around talking to people and doing one thing or the other calmly as if there was no issue there.

Later at the counter when my order was cancelled by one of the staff she came there again, checked and again told me that if I wanted the product I had to go to another store and casually walked away. My question here for Zara is, aren’t every customer and their issues important? What do you have to say about the experience that you have to offer at your store in the Eaton centre? Why would you keep such an untrained individual as a MANAGER whereas your other staff really are good at handling situations as such?

Whatever I experienced was so terrible that I just feel that I will never return to your store because of managers like this woman. She was a woman, who was about 5 feet 8 in height, had brown short and straight hair with blue eyes. He name started with an L or T as per the locket she wore and her employee number was #**. If you have any respect for your customers, kindly use this on her performance evaluation and provide her with some sort of training to handle a store at a good location such as Eton Centre. The reputation and the emotional attachment that I had with this brand has been permanently damaged with this one employee and I could the leadership of this brand in Ontario should take the necessary action.

2 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Oct. 26, 2021

The products are of excellent quality, but their customer service is atrocious. My order had been delayed for three days, and when I tried to contact the delivery person, they didn't even pick up the phone. They have a dedicated live chat for all of this, so I tried that as well, but they always say the same thing: "Sorry for the inconvenience." That's all there is to it. I'm not going to order from Zara anymore. They don't give a damn about their clients.

2 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Sept. 20, 2021

WORST ZARA EXPERIENCE EVER! I ordered 2 of their perfumes online on August 24, 2021 and I got a confirmation saying they were estimated to be delivered August 27, 2021. August 27 came and there were no sign of my package, my order still said being prepared, so I waited a couple days and there still wasn’t an update. I called customer service August 30, 2021 and the lady told me to wait for an update if not then they were going to send a replacement order. I went on the app and they couldn’t find my original order, so they sent a replacement, the replacement arrives September 2, 2021. When I open the box one of the perfumes is broke and spilled all over the box like the box was leaking when I picked it up to bring it inside.

I called the next day to let them know it came broke and they told me I need to send pictures and then send the broken perfume bottle back. I wasn’t given clear instructions on how to go about that process and had more important things to do so I waited until I had time to do so. So I called back to re-inform them about my messed up order and they asked me why I waited so long and basically if I was the one that broke it. I then sent pictures of the broken item and was once again questioned about “why I took so long,” so then I sent the pictures that I took the day I opened the box which was September 3 at 12am and sent them screenshots with the time stamp on them so they could stop thinking that I’m lying.

After that I was given a case number and talked to another customer service representative and they asked if I wanted a replacement or refund and I said a replacement because I didn’t want to pay for shipping all over again and they did the opposite. They sent me a refund but didn’t include the money I spent on shipping. So I had to get in contact with them again and I get an email saying that they don’t send replacements for replacements, which really upset me because the only reason I got a replacement in the first place is because they lost my first order so then they sent a replacement but the item in the replacement came broke and spilled. None of this is my fault and it seems like they don’t want to take responsibility for it.

I’ve been having to contact customer service every week, 3 times a week for the past like 4 weeks. This whole situation started August 27 and has been going on until today September 20 and will probably continue since it seems like they don’t know what they are doing or how to fix my order. Not to mention the perfume is now sold out in all sizes so I’m just really upset. This was my very first order from Zara and it has been my worst online shopping experience ever, I wouldn’t recommend them to anyone.

Be the first one to find this review helpful
Rated with 1 star
Verified Reviewer
Original review: Sept. 6, 2021

Returned a product a day after I received it since it was damaged. They never refunded me! I opened a Paypal case after 2 months of waiting for a refund. They declined the claim- lying to paypal about the transaction. Bottom line- I don't have my money back.

Be the first one to find this review helpful
Rated with 1 star
Verified Reviewer
Original review: Aug. 26, 2021

I am very disappointed with my purchase from Zara. They sell defective clothing, and they provide the worst customer service I have ever experienced. I never write reviews but I am really upset that I wasted my money with this company and I just want other customers to be aware. They sold me ripped jeans that ripped completely when I wore them for the first time. They refused to return them and the customer service reps are unprofessional liars who will tell you anything. Please be aware of this company.

4 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 27, 2021

Zara Northpark Dallas is trash! All of the managers are trash, especially the short Hispanic/Asian manager Johnny. I was at the store 3 minutes before closing and was told that I could not make a return because the registers were closed. I showed him my phone and the time…his exact words were “I don’t care” so I stated that I would report him to corporate, his words again “I don’t care”…hum if you don’t care then don’t work in a service-oriented job where you are supposed to assist people Dum Dum! They have also either been closed on Sundays for “cleaning” or they only have one entrance open with a hundred ppl in line at noon when they open. Just trashy classless service! Don’t waste your time! Spend your money elsewhere…they don’t ** about people or service.

6 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 19, 2021

They handled my situation where I wanted to return something very poorly. They wouldn't let me exchange or return something I bought from the store that hadn't been used and still had the tag on it. Even when I asked for store credit they were very impolite and rude when telling me that it wasn't possible.

5 people found this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: July 9, 2021

Improve your customer service. It’s awful right now. I didn’t receive my order yet. It wasn’t even shipped yet 3 weeks after I placed it. Customer service told that his name is Ross and it is a first and last name and has not any id numbers or last name, just Ross. I was kicked out of chat 3 times! So rude and unprofessional!

6 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 6, 2021

Zara doesn't technically have customer service. When you talk to someone, they are basically unable to help you. I placed an order 2 weeks ago and it still hasn't shipped. Customer service can't and won't do anything. Not to mention they recently changed their phones where you can't even reach a specific store directly at all! Good luck finding a store in a tricky spot or calling to check hours or on an item - they don't let you do that now. I am shocked that a company like this does so well, everyone I have spoken to has the same thoughts of Zara. Oh, not to mention their 30 minute checkout lines because they have to sit there and rehang and retag every return and they go as slow as they can.

12 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: May 10, 2021

The customer service with Zara is non-existent. I ordered items for Mother's Day with delivery for 5/7. I contacted customer service on 5/7 when it became apparent that nothing had shipped. it is Monday 5/10 and the order has not even shipped. The customer service department have argued with me, insulted me and hung up. I have tried to escalate this to no avail so have resorted to contacting one of their executive team through Linkedin. The customer service department is an absolute disgrace. One member even said to me "If I were you I would go out and buy something else for Mother's Day!" If you have issues with an order, don't expect any support from them. It is insulting how they demean the customers who pay their wages.

14 people found this review helpful
Rated with 1 star
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Verified Reviewer Verified Buyer
Original review: March 16, 2021

You could find something 10 times better on the streets of Mexico if we’re being honest. They look like they were cut by a hacksaw, or even worse a child. Awfully made and for $50? You’re out of your mind. No wonder you can’t write reviews on their online store, they’re terrible! You’d have better luck shopping at Stride Rite, at least you’re getting a good quality item for your money. Don’t buy shoes from this company!

11 people found this review helpful
Rated with 1 star
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Verified Reviewer
Original review: March 4, 2021

Like many others who have had horrible experiences with this company, I have as well. Getting absolutely nowhere with customer service, being hung up on, not returning to conversation after mentioning that they need to check something, shipping wrong items. Now I'm in the process of disputing the purchase through my credit card and this is such a hassle. DO NOT GIVE THIS COMPANY THE TIME OF DAY!

18 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: March 2, 2021

Clothing rarely fits good and when you try to return their policy is very strict. Not even during pandemic they are more flexible. Compared to others companies, Their return policy starts the moment they ship the items. Not when delivered, so the 30 day return period does not apply.

9 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Feb. 27, 2021

I made an order on 09/01/21 which was received close to the end of Jan. I requested a return on 01/Feb and since then nobody came to pick it up. I have been daily contacting them via chat to ask abt the return and all their employees avoided to reply anything more than just "Checking". On 25/02 one of their telephone operators told me that my return has been canceled due to the time that has lapsed. I requested an explanation as I requested the return within the timeframe and again the elected not to reply. On 27/02 I went to the courier co and they advised me that Zara was aware since 10/Dec of the previous year that the courier would not be able to come and pick up any order and that they should have informed us accordingly. Zara never informed any of their customers, just waited until time had passed so they could withhold the money. It has been a very dishonest and unprofessional behaviour which will be resolved in courts. Total fraud!!!!

11 people found this review helpful
Rated with 1 star
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Verified Reviewer
Original review: Feb. 13, 2021

So frustrating! I bought online 3 things for my baby boy. All those were small even when I got him the right size. Went to this store several times for a month trying to return it but was impossible. The store is always full of people. Long long lines to check out. No social distancing in place. A lot of people with mask under the nose and the employees don’t make anyone respect protocol. Every time had to leave. I’m not getting COVID in this store and now they won’t let me return the order since it pass 1 month window return. Not even give me store credit. Call customer service and the girl was super rude. They told me to keep my stuff. They won’t accept it! I will report this store for not following COVID protocols. A line from the cashier that goes all the way to the door is not good. I even had picture! Hope they shut down this store! Won’t buy anything from them ever. Not online not in the store.

11 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Feb. 11, 2021

I am a regular online shopper and this is my first time facing such a horrible experience. The product I bought was over $100 and after a delay 5 days from the expected day I started tracking through their website which redirected me to LaserShip company. They happened to deliver the product outside the area for delivery packages on my building and ZARA flatly said the LasherShip delivered, LaserShip said the door was closed so we just leave it outside the door (unattended) and no one is accountable. I just lost my money and had to deal with a ZARA that clearly doesn't care whether the client actually received the package from their Lasercheap company because BOTH are just horrible. DO NOT buy ONLINE in ZARA.

8 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Feb. 9, 2021

I made online order through ZARA because of COVID 19 lockdown. The worst experience ever. I received a totally different item not even a male item! and a larger size. Until now since 20 Dec 2020, am following with this case trying very hard to speak with a manager to solve the problem! customer service says they can't let me talk to one. only with schedule, I accepted the schedule, but never received a callback. I won't stop. I want my money back. Very bad service starting from their managers!!!

6 people found this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: Feb. 2, 2021

Where do I start... Did an early Christmas shop due to the pandemic in November, father's coat parcel from Zara he did not open until Christmas Day, bear in mind he is isolating due to the pandemic and cannot leave the house unless it is essential. Coat tried on and didn't fit, Zara will not accept exchange for larger size due to 30 day returns policy, their shops are not open and post office trip is non essential. Spoke to Shaniqwa who was not very sympathetic as well as Rob a few days ago when he couldn't be bothered to take my message. Shocking company and shocking service, I am so upset as I used to shop with them quite a lot. Not anymore. You have my contact details - case number **. This case has been handled atrociously, I don't think they are treating their staff very well from Directorship level because a fish rots from the head down. Horrible company, it is not like they are losing money from me with an exchange.

Scott

8 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Jan. 27, 2021

Probably the worst customer I’ve ever encountered. Absolutely disgusting the way they treat customers. Luckily I can shop elsewhere but they lost a client that spends a lot and I will tell everyone about my experience.

9 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Jan. 22, 2021

HORRIFIED. BY. ZARA. CUSTOMER. SERVICE. I do not have enough time to even list all of my complaints since purchasing from zara on-line. I had never even shopped there before until a friend gave me her hand-me-down clothes from her daughter, and I thought they were adorable. So I went online to buy my daughter an amazing wardrobe about 6 months ago. Since then I have had horror stories about zara's customer service, the lack of communication and knowledge between store staff and on-line customer service, and their horrible return policies.

I ordered a top in 12-18mo size and received 3T. So when I called them, I got a rude person on the phone who said they wouldn't transfer me to a manager and that I had to first return the shirt for them to issue me a new one, and that I'd have to call back once I was issued a tracking number so I could then place a new order. Ludicrous! Never got an "I'm sorry for the inconvenience of OUR mistake...". I explained I didn't want to wait for all that because I didn't want the top I wanted to be sold out, and asked if they could just place the order for me right then on the phone. He said no and could not help me at all. So with MUCH inconvenience, I went into the store, who also gave me conflicting info than had been given to me on-line.

The salesperson re-ordered the shirt for me on-line while I was in the store since they didn't have it in stock. AND I RECEIVED THE SAME WRONG SIZE. I had to call Zara back and explain all of this to them AGAIN. And they told me it's clearly a quality control issue and that the bins were mislabeled. Again, never a "sorry for your inconvenience" and still couldn't get me a new top. This is just ONE of the horror stories of Zara, there are plenty more, and all with the same awful, unhelpful, unpleasant attitude from "customer service". Any time I have called I have never actually gotten any help, just complete frustration, not to mention BAFFLED that a company can exist this way. It's a shame they have such nice clothes for kids because I imagine that's why people keep shopping there, but Zara does NOT deserve to be successful. Awful company.

10 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Jan. 21, 2021

Why you should rethink shopping at Zara USA as a consumer? Zara USA has demonstrated complete incompetence in their service department. On 11/30/20 I purchased six items that totaled about $300.00. During the purchase the Sales representative experienced a charge error on the regular system so Alex (the sales rep) rung me up on an external sales processing device referred to as the Hypercom or FD 130. Moreover, due to their fitting policy regarding the Covid pandemic at the Santa Monica, CA location on the promenade, customers now have to purchase the clothing items to try them on outside of the store since the fitting rooms are now closed. This causes a monstrosity of chaos for the store and customers. The lines are long due to people intending to return items constantly throughout the day and the sales representatives seem to be overworked from the influx of additional activity, hence, my current dilemma.

Back to the story at hand, after my purchase I went to a nearby department store to try the items on and I wasn't satisfied. I returned my items and received the refund receipt but after several days I noticed in my bank account the refund never occurred. I contacted bank for due diligence. I was told the merchant has not issued a refund and there wasn't one pending. This escalated into several conservations with the Zara USA service team. I spoke to in store managers, the General Manager, the service representatives who caused the issue, several online & over the phone corporate service representatives and even a regional manager named Rodrigo was contacted and I still have not received a refund nor a proper response when and how this will be resolved.

It has been nearly two months now. The in store manager, Eric was honest enough to tell me after a very livid conversation it was completely their fault. The sales representative never refunded me from the FD 130 system. The representative had only communicated to the regular sales system to process a refund that printed the receipt but my card was never charged there so it could not issue a refund so again, it was charged to the external system only and the refund was not processed there. Therefore, they have not refunded me nor complied to following up to provide a proper resolution. I have asked for cash, refund to the card, double store credit and even picking new items that total my amount spent. Each time I have not only been denied but ridiculed and belittled.

I do not recommend this store as it violates not only national & international consumer laws but the pompous attitudes from the staff members are devious and lackadaisical in efforts of thinking critically to be truthful and supportive of their clients. I am highly disappointed as I have invested thousands of dollars in wardrobe from this brand and even over a thousand in November 2020 alone. I simply want an immediate refund and a formal apology that elaborates on their irresponsibility as a company and that particular franchise location. Please do not support this brand; its seems to be an overpriced fabric house, nesting to entrap honest hardworking citizens for their earnings through malpractice.

6 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Jan. 17, 2021

First Zara send me the wrong order, then I send the incorrect items back and speak to a customer service representative, who was very rude and had a go at me about why did I send the items back as an investigation needs to be done! After weeks, I had to call Zara and spoke to an advisor who gave the refund in a gift receipt form instead of my bank account for a big amount $406.16. They tried to trap me to shop back there again after the disgusting service I received and to top it all, the advisor was racist towards me and asked if I understood English many times. Rude customer service! The company can go to hell.

5 people found this review helpful
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Zara Company Information

Company Name:
Zara
Website:
www.zara.com