Zara Reviews

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!

I am extremely disappointed and honestly heartbroken by my experience with Zara’s online service. I was genuinely excited for my order, only to have it “delivered” to some completely unknown location. The delivery photo didn’t even show anything that resembled my address — nothing familiar, nothing that proved it was anywhere near my mailbox. It felt like no one cared enough to even try. They use third-party drivers who went to the wrong place again and again, and then posted unclear, misleading delivery photos as if that somehow proved the package was delivered. It was painful and frustrating to watch this happen and feel completely powerless.

I will never shop at Zara again. I will never shop at Zara again! They have no supervisors available to help with order issues. They use a 3rd party shipping company that lost my package and I cannot get a manager on the phone and customer service agents are useless - they don't share chat transcripts and you cannot email customer service to have proof of contact. You just lost a customer - never again - Zara stole my money and lost my business!

My name is Anastasia **, I ordered things from Zara and because they didn't fit me I returned the clothes in their original form, but for reasons I don't understand, Zara has been refusing to refund my money for 2 months and has refused to give me a reason for the refusal. This is some kind of scam on their part, if you go to the Trustpilot website you will be shocked at how many people this company has scammed. I do not recommend buying clothes through their official website to avoid getting into the same mess I did. I provided all the proof of my return to Zara but they just ignore me, be careful this company is a scam

So disappointed! Horrible customer service! I was told my order was delivered but I never received it, although I called multiple times they refused to refund or resend another one or even give me a proof of where my order is delivered! Would give a zero to their customer service if I could!!!

I would give zero stars if possible. They are not BBB accredited due to too many complaints, not surprising. Items packaged and returned with one item not processed by the warehouse. Human error on the warehouse end? Not possible according to their logic, Zara seems to assume the warehouse employees processing 1000s of items a day are infallible. Customer service chat says says they validated everything received was processed and refunded when it wasn't (I am certain of this). They can't explain what they validated or provide any proof.

I purchased three separate bins of clothing at the Framingham store, one for each of my grandaughters who were with me. I was very focused on making sure that they were safe and I was watching them as I checked out. I realized when I got home that I was charged for 5 items "ALL BABY ITEMS" that I never purchased. They must have been in the bin before I added my items. I have spent since 9/23/2025 on the phone with rude, incompetent customer service reps only to be told today that since the items are no longer in the store, I must have purchased them and misplaced them. In my eyes they have stolen over 250.00 from me and I will NEVER EVER shop at Zara. Totally unethical and shows that they have zero understanding of customer service.

Well 1st 40% didn't apply as it say. Since I was traveling I was rushing so I didn't try it on. Risking it anyway since I was returning to country after over a month even if didn't fit for store credit. However on my return was told neither wasn't possible and to call customer service just to be told to go to the store is not in their leaks. Now what should I do. Go back to the store again. Lol. This process is taking a week. What's funny is all your representative keep ignoring the issue and asking if there is anything they can help me with. Am confused.

Most of us live wearing Zara but Ghi’s one takes the cake! I always look for loose threads or missing stitches but couldn’t believe this. I know that the Zara quality is not always up to standard but this time the disappointment is big. I even thought that Made in Morocco would be better than Made in China but I was wrong. I want to keep hone item so I will have to schlep it to my local seamstress or do it by hand myself,

Zara has been the worst customer service experience I have ever encountered. They have items priced incorrectly and then they don't want to honor the price. They are rude and they don't help you fix their mistake.

We are @ 2025 and this multinational online sale division is SUCK, period. They don't provide tracking number with the merchandise and after calling their customer support they can't provide anything. Even Chinese companies such as: "TEMU" & "ALIBABA" that ship from China can provide correct shipping estimate time and delivery. This Spanish company is operating as the Spanish "Siesta". Wake-up and make necessary changes, here is UNITED STATES OF AMERICA.

Extremely I’ve always loved Zara’s products, but this experience was really disappointing. I accidentally had an online order duplicated — two of the same items were sent — and when I tried to exchange them just nine days past the exchange date, customer service refused to make any exceptions. There was no flexibility, no understanding, and no effort to make things right. For a company of Zara’s size and reputation, I expected more consideration for loyal customers. Mistakes happen, but the lack of empathy or accommodation is what truly stands out. Sadly, this experience has made me think twice about ordering from Zara again. with Zara’s Customer Service

Extremely Disappointed — My Birthday Dress Still Hasn’t Arrived. I’m extremely disappointed with Zara’s online shopping experience. I had been waiting for this dress to come back in stock because it wasn’t available in stores. As soon as it was finally available online, I ordered it immediately to receive in time for my birthday.

I ordered a pair of shoes online, they charged my card, they said I would receive on 9/17/25, but they never shipped them and will not refund me my money. I have called multiple times, they say "we will email you," and the email says "we will look into it and get back," which they never do. The order was placed 9/12 still never shipped and no refund. They are scamming people.

Expect to receive poor customer service. Where do they recruit these people? They’re rude, unpleasant and they can hardly comprehend why I’m calling in the first place. For the price of one garment you would expect Zara to provide there customers with the best service all around. I asked to speak to a supervisor after 10 minutes of speaking to CS representative and she denied my request, said she’s “unable to transfer to me.” Why is every other company able to escalate a claim to a supervisor but not Zara?

I bought a jacket online Zara and they send a wrong item not even similar to what I ordered, and there was no way to contact them. The chat is not working and they are not picking up the phone. They just let you hang with a funny item.

I missed the cut off for online returns by one day and their live agent via chat said I could not return. No exceptions. I was busy and couldn't call up for a few days. When I did the agent on the phone said the same thing. I then went to the store and spoke to a manager and said they would get flagged if they even just gave me store credit. We are all human and forget things sometimes. I expect a store to be forgiving and at least give a one time exception. I will not be shopping there again and I'll be finding all the places online to share this review so others can be careful about shopping there as well.

Well, I have been shopping at Zara for approximately 20 years I find the clothing decent I find it up-to-date, and prices are reasonable what I find displeasing is the customer service and the attitude towards giving their customers a good or perfect customer experience when it comes to issues. They had 2 different dresses almost exactly the same and they mixed it up nd sent the wrong one. They are not equipped to deal with problems that arise even when they are at fault. They continuously apologize, but they never resolve it with satisfaction and you can never speak with a supervisor or manager.

After being a loyal customer for over a decade, I contacted customer service about a package that was left on the sidewalk in front of my home. I live on a very busy street in a city. Customer service told me this was adequate delivery and therefore, I am responsible for it being stolen. There was so much runaround and CS was so dismissive and condescending. After this experience I will never shop there again. For such a huge company, I was shocked that Zara clearly does not value their customers. This company is soulless. Shouldn't be surprised after all of the sweatshop allegations.

See him, he is soooo bad with customer. He is not manager. He can’t be a good manager. He is soooo bad. He go to my family. He use bad words to my family. And he show his middle finger to us. So I respect to all customers for Zara don’t go to there till they not change him

Zara online shopping has been one of the worst retail experiences I’ve ever had. They use a delivery carrier named CDL, and this company consistently fails to deliver packages to customers’ homes. Instead of leaving packages safely at the door as expected, CDL leaves them in the building lobby where anyone can take them. This is both unsafe and unprofessional. When I contacted Zara about the issue, they refused to take responsibility for the fact that the package was never delivered to my home. Their position was dismissive, placing the burden on the customer rather than addressing their carrier’s failure to provide proper service.

I would recommend people to be careful placing online order on Zara website or the app. I have been buying clothes on Zara for a long time now but lately, with their customer service and policies, it’s irritating. Last week I ordered a suit, in the process I made a mistake, I place a zero after I typed the street number, the street name. But I did provide the correct town name and zipcode. The courier delivered the package to another address, which I don’t know. Emailed me a confirmation that my package was delivered. The courier service that Zara charged customer to offer services to his customers emailed me a delivery date and Zara emailed me a different delivery date, none of them matched. The courier delivery date was 8/22 and Zara was 8/28 and I called Zara the very next day to inform them that I didn’t receive the package.

I ordered a dress on Zara online, and I ended up getting an already worn, damaged dress (Picture attached). When I reached out to their customer service, I informed them of the situation and asked them for a refund of the cost of the dress and their shipping fee. Customer service confirmed that the warehouse would issue the refund for both the dress and the shipping fee. They sent me the shipping label but never refunded me the shipping fee. Buying Zara's online is a waste of time and you leave feeling lied to.

0 star if I could rate. Terrible customer service. I was asking a question because I didn't understand. If he didn't know answer, he should have said "I'm not sure ma'am...", but instead said "I don't know blah blah blah" with bad attitude and kind of yelling.