Zara Reviews

A waste of time and $. This is the 2nd time I ordered and didn't receive package - even though tracking shows as delivered. Customer service is no help, won't issue refund or get proof of delivery. Don't bother.

Possibly the worst company I have ever dealt with. Purchase a lamp, box ripped open only lampshade. Asked to send back what I have and they will send a replacement no updates. I can see in the app item received 21 days ago no processed replacement then told would be refund as don’t have the item even though I can see them still being sold. Awful and slow communication. Their agents must be working multiple cases at a time. Very frustrating and working outside their own terms and conditions!

Home delivery is unreliable. I placed an order on Jun. 30th and as of July 11th, never delivered. In the meantime, only one delay notice by email on Jul.7th or 8th. No sign of shipping track updated since July 2nd. I speculate that the carrier lost it. I started calling the customer service, for refund and I was told to wait for 24 hours, then 48 hours for investigation. July 11th around 2-3:00am I received "auto email" saying it was delivered at July 10th at 11:30 pm. I checked the security of my apartment, no record found delivery at 11:30pm. I called the customer service, and told the fact I found out, but they could not answer why fake email was sent. They kept saying to wait for another 48 hours for investigation. No one seems reliable. If you but something from Zara, buy it at the storefront. It is a nightmare.

On my recent visit, I had to stand in the returns line for over an hour—not because of high customer volume, but because your lazy and completely disinterested staff were more focused on their personal gossip session than doing their jobs. I am not exaggerating when I say this: one of your so-called staff members had a customer in front of her and still took 20 full minutes to finish chatting audibly about how she wanted to work downstairs in the men’s section. Who cares? Certainly not the 10+ people waiting in line with receipts in hand while she went on like she was at brunch with a friend.

I purchased the Flowy Wide Leg Pants in Taupe Brown on 4/25/25. I wore them for the first time on 7/3/25. At the end of the day, the pants were snagged and had pilling. Horrible quality. They are outside of the return window, so I have no choice but to keep them. I would not shop here again-- the clothing is overpriced and extremely poor quality.

I had an absolutely appalling experience at the ZARA store in Glendale Galleria Los Angeles. After calmly expressing my dissatisfaction with the poor service, I was shocked to be escorted out by security at the request of the Armenian store manager. I did not raise my voice, nor was I disrespectful in any way. I was humiliated in front of other customers simply because the manager seemed unable to manage her own stress and responsibilities. This kind of treatment is unacceptable and deeply unprofessional and rude.

This company has no customer service, I ordered a pair of jeans and never got them due to the shipping company they used which pocketed my items, no refund or follow up from Zara after I have reached out to them several times. I will never shop online with them ever again after being a long-time customer.

This company takes more effort in selling the brand than anything. The clothing is very low quality and the customer ends up sending most items back. You will be refunded 1 out of 5 items, so this brand really is not worth losing money over. Pay a little more for a quality item and you will be better off in the long run. Customer service is very poor and you will never get your money back after sending product back.

I am very disappointed of Zara company. This is already second time I have an issue with them. I ordered an item to pick up in the store in order not to pay a shipping fee but they cancelled my order even though the item was available, so I went to the store. I asked them to reorder again but this time ship it to my address to make sure I will get it but they charged me shipping fee, associate said, "Call customer service. They will waive the shipping fee," so when I called they didn’t do it, also for my cancelled order they have to wait for 10-14 business day to get me money back. I would never shop from them anymore. Worst service ever had.

I’m extremely disappointed with the poor customer service and disorganized shipping process. I placed a substantial order totaling $350 and received someone else’s items instead. Since then, I have been trying to resolve the issue with your customer service team—either by having my correct order sent or receiving a refund. Unfortunately, the experience has been frustrating and inefficient. I’ve had to repeat my situation multiple times, every time with a new agent, and now, two weeks later, there is still no resolution.

Terrible customer service, John the chat guy so rude unprofessional. I went to return 2 dresses, didn’t realize I was 7 days past the return policy. The girl at the store said, "Call customer service. They can help you and resolve the issue." I chat first with John which was not helpful at all, I asked to be transferred to manager. He said it is not possible. What? This is happening first time to me. As a regular client in Zara that I nicely asked for help no one was able to help, they say it’s the policy. I understand but it’s a first time it’s not like it’s happening all the time. Now they lost me as a client over $150. I'm telling all my friends now that shop there you will never see us again. Shame, no store has your rudeness and unprofessional service.

We bought a suit from their Pointe-Claire Quebec location. The price tag on the jacket was $69.50. The charged us $199!!! They refuse to refund us or even give us a gift card. I have filed multiple complaints and they say they will reply via email and they do not. When I call back they say that the tag was old/their mistake and they will do nothing about it. This is in violation of the Quebec Consumer Act which states that a retailer must honor the price tag price, even if it's an error. Do not shop with this brand. They're thieves and criminals. We have filed a fraud complaint with our credit card company and are filing a complaint with the government. We have shopped exclusively at Zara in 3 different countries for the last 10 years. NEVER EVER AGAIN.

Zara is ripping off the US market. Zara has multiple priced tickets on same tag. Bought shorts with 22 euro under sticker US price 39.99. Bought multiple items with stickers for US market $10 more. I did euro conversion it would have been 24 US dollars not $39. The US market is being manipulated.

I made an online return. Was sent with its corresponding label and they have not returned the money. I call Zara and the only thing they tell me they are going to send a claim that I have to wait, Every time I call they answer me the same thing and my refund has not been sent.

I received a gift which was too big. Went to the store with the tag still attached. They don’t even want me to exchange it for a smaller size because I don’t have the receipt. It was a gift. I will never shop there ever.

Purchased a pair of shoes online and paid $90 for them. When I received them there was a price tag hanging off the hill for $50. When I called for an adjustment they advised they don’t do that and when I asked to speak to a supervisor they advised I couldn’t. Horrible horrible experience and the shoes were the most uncomfortable shoes, I will toss them in the garbage and never buy from Zara again. One might think this is a luxury brand, poorly made products and zero customer service.

Terrible return policy, they scam you. Steal your money and don’t offer exchanges. This company takes advantage of their customers and rips people off. Worthless customer service. They don’t stand behind their product. Customer loses

Zara Is overrated and compared to other countries outside of the U.S., and only sell the real and deserving prices during their semi annual sales. While, that doesn’t bother me because fortunately I can buy what I decide to buy when I want. Apart from this you can find some cute items depend on sizes, but they refused to add carts in there store, they do not have anywhere you can rest your items while shopping, and this may depend on the store manager, or the cashier mood on that day to allow you to rest it in that empty table next to the cashier. Very hard for handicaps or non handicaps people to shop there.

I am not sure what services they are using to ship their products but they used a company called TForce which I have never heard or and has 1.3 stars for negative reviews. The package I ordered was delivered to some random address and when I reached out to the service to submit a missing package request they sent a picture of some random door. Worst part-my address is there to confirm so they have my address and delivered to somewhere else? Not sure if the door is just fake or what because that is not a door and no idea where they got the picture of that random door. Now I have to dispute the charge and will never be shopping with Zara again. Zara or the shipping company is not responding to me.

I placed an order with Zara in December 2024, and here we are in mid-February 2025 - still no sign of my clothes or refund. I've contacted their customer service multiple times about my missing order, but all I get is the same robotic response that "they're investigating the issue." When I requested a refund for the items I never received, they refused and continued with their "investigation." I even asked to speak with a manager about this frustrating situation, but no one ever bothered to contact me back. It's completely unacceptable that a major retailer like Zara can hold onto customers' money for months without delivering products or providing proper customer service. This experience has been incredibly disappointing, and I've completely lost trust in Zara. I will never shop with them again and would strongly advise others to think twice before ordering from their online store. Save yourself the headache and shop elsewhere.

0 star! Since December 18th I’m calling customer service every single day! They keep saying I would receive an email with label for a return in 24 hours, has been 23 days! What a shame! Def not buying anything from Zara anymore!

They wouldn't refund me for a dress I purchased that still had tags on it. They said it wasn't in a unused condition but clearly it was! Don't purchase from ZARA. I don't understand how they can not refund me for an item that still had tags on it and clearly wasn't used.

ZERO Stars! Bought a Christmas gift in November, return window was before Christmas!!! You better hope your gift fits or you're stuck with the item and they won't even exchange it for another size! HORRIBLE CUSTOMER SERVICE! NEVER BUY FROM ZARA.com!!!!

This place was so unhelpful. They "accidentally" returned my item when I told them that I was there to exchange. The manager was brought here and told me that there was nothing that they could do. What you could do is fire her for making such a low-level mistake!!! The employee acted like I was the one who made the mistake when in fact she was the one who didn't hear me and made assumptions just because the guy before me came to return his item.

On December 2nd, I received an email from Zara stating "Please be advised that we are unable to accept the return as item ** was not received in an unworn condition", and that the item will be returned to me. No other explanation was provided as to how they determined that the dress was worn. The original tag is still attached, the dress is unsoiled, unwashed or altered, not damaged, and still in its new and original condition.

These trousers have become very popular the last few years because of their unique design. The web is excellent and the products are shown perfectly. The trousers I’ve bought are the blue ones with leopard stars. They are perfect to wear during the week because they are so comfortable. Otherwise, the shipping is fast, I ordered them last Tuesday and they were delivering it to me on Friday. Although, they are expensive, so not everyone can buy them. I was a bit disappointed because if you wash them a lot the stars fell out of the pants. Despite that, the quality is so good because they are not an Inditex brand. Overall, it could be good if there were more pants in stock because they quickly sold out. Despite the price and the fact of the stars, I recommend them a lot because of their design and how they style themselves.

Service of salespeople is offensive. Seems like they hate their job. Return policy changes too often. Plastic smelling clothes, filthy dressing rooms. Very disappointing experience. Especially after the 5th Ave location which I used to frequent. No more!!!!

The worst customer service I have ever encountered. The store employees are not friendly, but their corporate customer service is far beyond rude. I typically order online because the closest store is about 3 hours away. I usually travel a few times a year to shop in store. Rest assured, I will never spend hundreds of dollars on hotel and travel to darken the doors of one of their stores, nor will I ever shop online again. As I look at other reviews, it seems as if the rude behavior that I experienced is not just an isolated incident. Corporate apparently condones this behavior or it would not continue to happen.

I made a purchase of several accessories on 10/7/2024 (2 necklaces and 1 three pack of resin bracelets).Order # **. I received the package on October 9th and completed the return of one necklace and the pack of bracelets on the same day. I received the box back to me with no refund on November 13, 2024 and a note that said The item was not returned in unused condition. The packaging of the bracelets was super cute and tightly packed inside the indestructible cardboard. The ONLY way to try on even one of the bracelets was to cut open the end of the container. (I tried on one bracelet and since it was so small I did not bother pulling the other 2 bracelets out).

I would give it zero stars! I bought 2 dresses from them and returned one of them cause it was too big. They denied my return stating that it was used and had makeup on it and sent it back to me. When I got it back I looked at the dress and there was NO makeup on it so I called customer service back. They said they just considered the dress not new anymore even though the tags was still on and there was no makeup and refuse to let me talk to a supervisor. DO NOT ORDER FROM THIS BUSINESS. THEY DO NOT ACCEPT ANY RETURNS!!!

Terrible shipping service that they use. It took them more than 10 days to deliver the package. They give change estimated delivery 4 times, which is annoying because you thought you can get on that day.

This is just a terrible store, I returned it, but they didn't give me a refund because they said I wore it (even though it came to me so I sent it to them) They very often send things that are terrible. I do not recommend this store.

If anyone from Zara is reading this review, please take action on order number **. The order was charged to my card but after 2 months I still have not received the order. Very disappointed with my favorite brand! The customer service I contacted 5 times is simply useless.

I had a positive shopping experience at Zara. The staff were helpful in suggesting shoes based on my preferences and budget. I ended up buying a versatile pair of loafers that I can wear to work and on weekends. Highly recommended.

I have been dealing with an online order that was never delivered to me, for nearly 3 weeks. There is no one you can talk to on the phone. Their online chat, WhatsApps or FB is al virtual AI-driven where you get standard answers that do not address your complaint. I have received standard emails (that you can also not respond to) saying "checking with the transport your order has been delivered successfully". I have given Zara the coordinates from the delivery company stating that those do not belong to my address, but they just respond "robotically" that "nothing wrong with your delivery". I have an automated email saying the order has been delivered, with no photo of where did they leave the parcel, as it is customary if you are not at home. It is absolutely appalling!

The first and LAST time I will ever order from Zara. While I acknowledge that I am 2 days outside the 30 day returns policy, the dress I want to return is still for sale and the tags are still on the dress. I packaged it after trying it on and it's not looking like what I expected, but then left it in a box in the garage and forgot to take it to UPS! I called just now to ask for an exception and all you get via customer service is a call center to someone who barely speaks english and keeps reciting the policy and there is nothing they can do. This is completely rubbish. Zara is a huge company and there are MANY other clothing stores I order from who have granted exceptions if the policy is not being abused. It is so frustrating to be treated like this on the phone by someone who you can't understand, and who cannot think outside the box. That is NOT customer service. All I have learned here is that Zara will not be getting my orders in future.

I purchased a few items online at Zara, I kept the top, but the dress did not fit, I returned the dress a few days later, but a few weeks later I realized that I had not received a refund, so I called Zara customer service, and they said that the dress was rejected by the warehouse because the item had been worn, I did try the item on but definitely did not wear the dress, the tags were still attached and the dress was in perfect condition when I mailed the item back, I am very curious to see what the dress looks like when I receive it, I am very disappointed, as I did really like the clothing from Zara, but will not be purchasing online again.

HORRIBLE COMPANY!! I ordered a shirt, their HORRIBLE delivery service left it outside my building. Of course it got stolen and ZARA refused to refund me. NEVER SHOP THERE!! The delivery person took a photo of the box outside my building and ZARA considered that delivered.

First time buying from Zara online. They first delivered the wrong item and in their 2nd attempt to make it right, their shipping company TForce lost my item. No communication from them or nothing. It just kept me waiting.

I find Zara amazing. I ordered about $500.00 in clothing. Some came and were trashy. The ones I was excited about coming never arrived! The supposed delivery never came. Delivery service returned items, without delivery notification, putting in door slot or leaving with a neighbor. They never emailed me. No record of attempted delivery. They sold the items and did not refund the money. Customer service was horrible.

I purchase often from Zara. They DO NOT back their product. I paid $50 for a shirt and laundered as instructed on the tag. The shirt shrunk and began to unravel. Neither online or in store provided a refund or exchange option. This is poor customer service. They do not value return business.

I'm new to this store and I won't buy again. I found 5 pieces online and placed an order to be delivered to the Houston Galleria. I was under the impression that it would arrive the following Monday, but discovered it was two weeks out and I'd be on a lengthy vacation. I tried to cancel with customer service online and was disconnected without speaking to an agent after a lengthy wait. I was driving fairly close to a mall in a rather depressed area of town that had a Zara, but I worried about selection.. I stopped and was pleased to find two items. Overall, the quality is not good, but the price point is low. The dress and the shorts were reasonable quality for the price. This was a big store with 3 departments and ONE cashier. Several employees were milling around, but ONE cashier.

I placed an order that was claimed to be delivered but was nowhere to be found. I waited 72 hours (following direction from Zara website) and contacted Zara via chat and phone call. The terrible employee on chat said I waited too long to notify Zara and he couldn't do anything for me (even tho I was following Zara's directions to wait the 72 hours) and disconnected our chat without any sort of resolution. I then called and spoke to an employee who said they would submit a claim. I made it very clear that even tho the tracking showed as delivered, the photo in the tracking was not my door. I searched neighbors' homes and checked my cameras and couldn't find anything. Less than an hour after my phone call I received an email that 'they confirmed the order was successfully delivered and are unable to issue a refund.' I don't want a refund - I just want my original order that I paid for AND NEVER RECEIVED.

Went to Zara Westfield Montgomery mall Bethesda, Maryland, and Tried to return an unworn baby matching top and bottom that was missing the external price tag but still had receipt and they denied my refund. Sent my husband in who is more tactful during this situation and he put this store in their place and here’s how you can too. Apparently this store doesn’t understand what an internal and external tag is. External tag is a price tag. Internal tag is the manufacturers care tags. They tried to tell us that a price tag is an internal tag.

Loyal customers for 20 decades. They were not able to accommodate me. Will not return. Will not be shopping with them again. They do not know anything about customer service, and moreover they were rude.

Do not shop here. Items are cheaply made with rough seams and no lining. Tried on an item and then returned it when I didn’t like the quality of the material. Tag still on. Never worn. Sent back for return and they sent back to me saying it was an unsuitable condition and cannot be returned. This is the way I received it. It was poor quality. Just very sad return policy. Horrible customer service. Only order if you are willing to take a chance on getting a subpar product, cheaply made, with uneven and rough seams, and if you don’t like it, you cannot return it. I’m never been treated so poorly by Customer Service. Will never order from here again. Save your money or spend it somewhere else. They just lost a lifetime customer over a $50 return. Now I am stuck with a cheaply made dress that I will never wear.

I shopped at Westfield Montgomery mall in Bethesda MD and had the worse customer service experience. Apparently, I was not aware that I selected an expensive blouse (I did not try on because I was in a rush), did not have a tag but the loop where the tag was supposed to be was still intact. I came home. Tried it on but I did not like it so I took it to return and the rude sales woman barked at me and said "we make a note when a tag is missing." I said, "I swear I did not remove it." But she said I can not return it. This is not good customer service. Good customer service is to make the customer happy and not argue for something I did not do. I have been in many retail companies but we never did that. A $60 blouse is not a huge loss for Zara. I am a regular customer but this transaction forced me to go elsewhere. Also to tell all my family and friends to not ever shop at Zara.

Received this trash bin, it was obviously a previous return that was reshipped to me. The top had blemishes and a scrape where the paint was missing. Zara had it picked up 1-11 and received at their return facility on 1-15-2024 per confirmation from Fedex. Not one single word from them in that time, no credit, no replacement(which is what I requested); no email no phone call. Talked to Sebastian today, 1-19 he said no stock, and no record of when a new or if a new shipment would be coming in. Only option was a refund. Asked to have email confirmation that refund would be coming, he said it takes 48 hrs to send the email. I went online while on the phone with him, and reordered the product and it has a ship date of 1-24-2024 so he was clearly lying or their site is lying. This company is extremely dishonest and shady, if you value your time and money, do not do business with them, they are not honorable.

I bought a pair of shoes online during Christmas and it was delivered later. I couldn’t wear to the party I planned to. I then Decided to return when I am back from Christmas break. I was 2 days late than the required return date. I was told that I couldn’t get a refund or return for credits. I ended up donating it. The worst online shopping experience ever. I will not shop at Zara anymore.

Am I the only customer not aware of Zara's limited to non-existent holiday return policy? I purchased a potential NYE dress online on November 25, 2023. I purchased the same dress in store in a different size on December 29, 2023 with the intent to compare the difference in the fit. I attempted to return the 11/25/23 purchase in store on 1/8/24 and was told the refund period expired on 12/30/23. I next escalated to the Zara online customer service and was again referred to the Return Policy and reminded I was beyond the return date. Now, I am stuck with the same dress in two different sizes. I will be super careful if and when I choose to purchase from Zara again. BEWARE!

I bought hundreds of dollars worth of clothes from Zara. I returned 1 dress because the sizing was way off. It was made for a doll. I obviously couldn’t wear it. I retuned it days after it arrived. Tags are still on it and it is unworn. They retuned it back to me today in the mail. When I called customer service to ask why they were no help! I asked for a manager. The lady told me they didn’t have a manager and didn’t know when they would have one. I asked her not to hang up on me and she did. I repeated this questioning online with no help either. It’s illegal for them to keep my money on an item I didn’t wear and sent back with tags on it in the return window. They even charged me for shipping back the return. When you start to read the reviews on Zara’s Facebook it seems like they are doing this to a lot of people. This company needs to be looked into! DO NOT BUY FROM ZARA!

Zara was able to replace the order. Took a while but did the right thing.

Ordered a pair of shoes which was claimed to be delivered on 11/13. After 2 weeks and 3 calls, the answer from customer service is that they need 24-48 hours for resolution. I live in a gated community, the guard has record of refusing entry because we were not home. I have a ring door bell. No delivery made. Two weeks later, no product. No resolution, no refund. Have contacted credit card company to charge back. Extremely poor follow up and customer service. Zara needs to establish a US service department, not one with babies screaming in background.

I ordered 3 sweaters, two leggings and socks for my children for Christmas attire. I was delivered a purse and sweater I never ordered. I am now required to go to the post office, have them print a return label and return those wrong items before they even refund me for the items I never received. Going to the post office with my 3 children to deal with this mistake they made is very inconvenient. I have to then wait up to two weeks for my $142 refund. I will never purchase from this company again.

Don’t buy! T-shirt I received was extra small, instead of medium. Called customer service don’t help at all, rude and they will hang up on you. Charge for returns, even if it’s their fault. Stay away! I would give 0 stars if possible, never buying from ** Zara again!

Please, if you are going to buy online, do not do it! This company does not deliver your orders. I bought a dress online and it never arrived. When I called customer service, they told me that they knew the dress arrived but I have the videos where no one left any box at the door of my house. Be very careful when ordering from Zara! They never give your money back and you don't get any "return." Think carefully before buying online! Care!

I have had issues twice trying to return purchases made on online with them. When calling customer service they are not able to share feedback why they can’t accept the return that wasn’t worn & manager never calls back. Not worth the hassle to order online when you risk them not accepting your return.

The recent experiences I have encountered with Zara's new shipping company, Better Trucks, has been an absolute nightmare. Everything from lost packages, long delays, and unavailable customer service reps. Beyond frustrating and disappointing! I will think twice before I make any new purchases!

Their return policy is garbage and they are just all around terrible rude unhelpful people. I purchased something online and they started the 30 day return policy from the day I ordered it, but I didn’t receive it for a week after that. Unfortunately I ended up in the hospital having a baby and wasn’t able to return it sooner, but I was still within the 30 days from receiving the delivery. There was no budging from their “strict policy”. It was the last time I will ever buy anything from this awful company. I’ve never had a worse experience with a retail company.

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.

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.

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!!!

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.

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.

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 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.

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.

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.

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.

If you have an online return, you can bring it to the store for a refund which is convenient. However, your refund does not take place on the spot. For some reason the refund takes over two weeks to process even though they take the returned items from you on the spot. I made a return for an online order on 01/07 that came to me DEFECTIVE, with seams falling out. The returned product cost around $170 which is not a small amount of money. Not only did I not get credited for the shipping I paid for (even though it was 100% the company's fault for sending me faulty merchandise), it has been almost two weeks and I don't have my money back yet.

Buyers Be Aware!!! They will have clothing in the store with clearance or discount tags and and once you go the cashier and pay the store manager will tell you they can’t sell you the items because it has been blocked from headquarters in Spain. My wife spent long time looking for something to wear and this happens, they lost her as a client. Ridiculous!!!!

Terrible customer service- employees treat you like you are lucky to be in the store. Huge lines no matter what time or day you go there because the employees act like royalty and stuck up and work at the speed of a turtle. No regard for customers.

My parcel was delivered to me on the 12/3/22,11:23 AM by their claim on their website and Ecom delivery company. The cost of lost goods around $800. Need to be reported to the Better Business Bureau. I live in condo building and concierge confirmed there was not parcel. I had no confirmation email to say it had been left anywhere. No photo evidenced. No proof like it's done in Purolator. I have contacted customer service every day since December 5th and they said it's still under review!

!!!! STAY AWAY !!!! DO NOT SHOP ONLINE WITH ZARA. I had two packages from Zara, worth a total of $408, stolen - I have CCTV footage evidence of the theft, as well as evidence that it is my boxes because the ripped open boxes remained. Zara has refused to provide any sort of replacement or refund. I spoke with their customer service team and they told me that Zara bears no responsibility for stolen packages. I requested that they send me an email with that policy in writing as well as an email in writing to confirm my call, but I was only given a case reference number and they refused to provide any written word, and also refused to transfer my call to a supervisor or anybody with more authority. I have looked into reviews online now, and it seems I am one of many over many years who has had this problem and clearly Zara has not.

The next day all four were on sale. I contacted the online store, explained the situation, and was told Zara never honors sales prices if the purchase was made prior to the listed sale. Zara must be the only retailer that adopts such a policy - H&M, Nordstrom, etc would all refund the price difference if there was a sale. Returning, and never shopping Zara again - too many better options.

Avoid buying from Zara online. They may cancel your order and you may never get a refund unless you take further action legally or through your bank. Please, do not waste your time on a subpar fast fashion brand with worse than terrible Customer Service. I had an awful experience buying from this company. I thought that because it was such a large and well-known retailer I wouldn't have any issues with ordering, and making cancellations or refunds as needed, and clearly I couldn't have been more wrong. I made an order on Zara Mexico's site and paid accordingly (the payment was, of course, immediately deducted from my account, it could be seen on my bank statement weeks later). However, less than 5 minutes later I got an e-mail saying that my order was canceled without explanation and without mention of a refund.

I purchased over $350.00 in merchandise and changed my mind. I returned to the store just a couple of days later for an exchange, but I left my receipt at home. I could not believe that their ONLY policy was to return for the same item, but a different size without a receipt. Or no return option at all! You buy it you keep it. I stood at the register for over 20 minutes pulling up the Zara app, on their weak wifi. This was in an effort to see if the receipt was on the app, but it wasn't. I asked for the manager who gave me a piece of paper with the customer service number on it and instructed me to call myself.

I went to return an item that I bought last week. My receipt was in bag but when I got to the counter the guy took the item out but somehow the receipt wasn’t there. In after thought I think the way he took the item out, receipt probably dropped on floor behind the counter. At any rate he would not issue a store credit. Said I had to have a receipt. I was standing there with double the amount in a new purchase. He was rude and just in his own world. Also there are lots of employees but No one to back the registers. You can stand in line for 10 minutes and then the person just walks away. Will not shop there ever again. The store is in Carlsbad, CA.

I would give 0 stars if it let me. Purchased a very expensive, small trash bin ($70) that arrived cracked in multiple spots and unevenly stained. It isn't just for collecting trash, but actually a piece of trash itself! And when I went to go review it on Zara....it was gone...No longer in existence days after I ordered (Zara customer service has no explanation for this)...Seems very sketchy, especially with the condition I received mine in. Customer service offered no reprieve beyond me having to waste my time and money to repackage this piece of literal trash and send it back to them.

After a few weeks my online order is still not delivered. Several contacts with customer service didn't result in any solution. No clear date on the actual delivery or refund of the money. This is not how any company should treat their customers.

I had purchased 4 items out of which 2 didn't fit me well. I put the item for return. The return items were picked up within 24 hours. But refund has not been done even after 2 months. Worst company. They don’t return the hard earned money of people.

I returned a pair of jeans back in October 2021. They said they had tried to refund back to my original form of payment, in which it failed so they would send a Etransfer within 30 days. It is now MARCH and I still have received nothing. Spoke with multiple representatives, explained my issue and they always say "your case is still under review," and then disconnect. How unprofessional. Like what is there to review? I returned my item, but now I don't have the jeans or the money. I'm not sure what is so complicated. If it was going to take longer than 30 business days, they should have never said that. I know it's only $50, but seriously Zara do better. This is criminal.

I bought few products and wasn’t happy with the quality and size. So eventually had to return them. I didn’t receive my refund till now. Four days I got an email saying, that the items I returned were non-Zara products. Everytime I call the customer care, they tell me to wait for 48 hours. And then again they send a mail to wait for next 48 hours. Utter nuisance I’m dealing with!

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.

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!

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 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.

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.

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.

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,"

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.

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.

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.

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.

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.

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.

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.

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.

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!

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.

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.

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!

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!

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.

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.

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.

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!!!

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.

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.

Customer service reps are extremely unprofessional. I just called their customer service number and briefly spoke to a rep by the name of Camilo. I was attempting to make an exchange of some items I ordered online which were delivered 3 weeks late and the rep continue to tell me that the policy is 30 days of shipping not delivery. He said he couldn’t do much so I requested to speak to somebody who could and he hung up the phone on me. This is the only company who’s not taking the pandemic into consideration. So I called again and got a rep by the name of Magaly she was able to give me a 48 hour return policy but she seemed as if she was bothered and as if she was doing me a favor and was extremely condescending. I mean come on. I just spent $500 at Zara and this how you handle a simple exchange/return. And again I got my package 3 weeks late! Never again will I buy anything at Zara. Horrible service.

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.

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.

Like the saying goes if I could have given this review 0 stars I would have!! HORRIBLE CUSTOMER SERVICE !! I placed two orders online in December 26 & 27, 2020 and still have not gotten the shipments. I tried contacting the customer service phone number only to be hanged up on because the automated machine told me the lines were busy and to try again in a few minutes. I placed about 6 calls after that and each time it was the same answer.

Customer service have really bad communicate with customer, rude, helpless, couldn't help to solve the problem with my purchased. My perfume from Zara broken whenever I got it from the store where I picked it up. They dont tell me to take a pic to prove, they just told me to tell customer service their name and they will be a witness for me. Finally end up the customer service told me that I had to have a pic of the box then they will solve the problem. Who gonna keep the box when it all broke and all the pieces of glass in there.

Zara shipped 7 items out of 12 which I ordered and are refusing to refund or resend the missing items. They are claiming no mistake was made at their warehouse and all items were delivered. But it's not true, 5 items are missing and they already rejected my request two times in written form. It’s so rude and unprofessional for such a big company. I love their clothes, but because they are making me look like I am a liar, I will not buy anything from them again.

I purchased a pair of boots online for my daughter in time for Christmas. Item was delivered to wrong address. I filed a complaint and of course they say they were going to investigate. Luckily the person who received them brought them to my home. I tried to return the boots because they did not fit and they will not take them back due to a strict 30 day return policy. Really? We are in the middle of a pandemic. I ordered early for Christmas. November 6, 2020 to make sure they didn't sell out. I ordered online to keep safe due to Covid. Luckily I got the last one in my daughter's size. They don't fit, the shaft of the boots were too narrow. Why not take them back? What am I to do with a pair of $200 boots that do not fit? Do not shop online at Zara. They use a terrible shipping company and do not accept a return after 30 days especially now is ridiculous. Do not shop at Zara.

I bought Christmas gifts from Zara online on Dec 1, 2020 and three weeks later I was still waiting for my order. After contacting their customer service, I had been told that my order was cancelled due to the fact that there were a couple of my ordered items were out-of-order and my only choice was to either get full refund or partial refund. It's been three weeks and there is just a couple of days before Christmas, I don't know what else I can prepare for my kid. The whole process of the order management is just a joke and they only rely on their customers to follow up their orders and didn't do it proactively. They don't even have a system to notify their customers about the issue of their order asap. Very disappointed!!

Worst customer service ever experienced. We have been waiting 28 days for an order to be delivered that was advertised as 2-3 days. We have spoken to customer services 8 times over the past 3 weeks and not one person has been able to tell us why there is a hold up. We have been promised Manager Call Backs within 48hrs on 3 occasions and still no manager has called us back.

Purchased a jacket/coat in July (Summer time) on Zara.com, which I obviously didn't get to wear until early Dec (Winter time). It's a Hooded high collar coat with long sleeves and front pockets, self belt. The very first day I wore it, the fabric - polyester - under the arms and by the pockets/side areas where a purse would rest - piled really bad with a lot of those fuzzy little lint balls. Just with one use/wear. When I went to the store - with the coat and even the tag I had cut out in order to wear a couple days prior - and explained the situation - I asked if I could return it. I was told they would not because the return time window had ended - even with the "due to Covid19" extension - and to call Customer Service about it to see if they could do anything for me.

The girl checkout were very rude. I told the merchandiser guy your associate are rude. He looked so mad at me for complaining. But I love the brand’s style. I walk out but I still mad. I came back to return but there is no receipt. "Can I talk to your manager?" The manager walked over and she told me I don’t have the receipt. I said she didn’t put the receipt in my bag! I report to the mall police but he walked me out with no business card of the manager! The customer service is very poor! Bad experiences I ever had with Zara. Their teammates can’t handle the business. Very poor customer service.

I used to be a huge fan of Zara during the past years. However, this is changed to the opposite when I ordered a product for a birthday of a friend of mine in the US. I ordered 30th of Oct. so that my gift could be delivered by 3rd of Nov. It was delivered on 5th (with delay) and more interestingly the package was mistakenly sent! so the product was something else.

I have been shopping a lot at Zara online or in store. I ordered 10 outfits on Thanksgiving because I have not been working and wanted to wait for the Black Friday deal that they on Thanksgiving which started around 6pm. It’s funny cause I told my kids to remind when it’s 6pm on Thanksgiving November 26, 2020, which they did???. I didn’t want to miss it since I have not been working because I had to supervise my kids, school is now remotely and my schedule was 9 to 5 pm, so I wasn’t able to go work. I I wanted to sacrificed the little money I had to buy my kids and I some clothes since the holidays was in the corner. Usually my orders come in a week but this time it took more than that, so I was not tracking it.

I ordered a jacket online and when it came in on the label it has said it was $80 when I paid $99.90 not including tax. When I called customer service the man who answered said they cannot do a price match even though on the label it said that the price was cheaper. He didn’t explain anything and I could’ve saved $20 which doesn’t sound like a lot but the fact that I received an item that had a lower price on the label when I paid more makes no sense.

Boots have defective zippers. Customer service refused to reimburse or to offer any discount for future purchase. The cost of repair is higher than cost of the boots. Do not recommend this company as customer service simply does not exist!

I loved Zara and used to shop more in store but after this experience I had with online shopping, I’ll never buy again!! Two weeks ago I bought a jacket and was supposed to receive it in 4 days after I made the purchase! The carrier (On track if anyone wants to know) kept on changing the delivery dates everyday for more than 10 days now!! I called customer service and they said to give them 48 hours and they will contact me. They NEVER did!! Called them again asking them to send me another jacket and they didn’t want to, saying that I need to wait until they locate the shipment!! SAY WHAT?? After all this time waiting I need to wait more?? They have the POOREST customer service!! I asked for a refund since I was very upset and again they said I need to wait and I can’t get a refund??!! Still didn’t receive my package and nobody EVER contacted me!! Stay away from this scam store!!

I am a frequent shopper of high end companies, and I heard about this bargain- dealer store Zara. I have never purchased anything from them and so I wanted to try out their products. As I order something online, it gave me NO SHIPPING OPTIONS for the customer but only a pickup point! I have never in my life came across any store‘s website with no options for customer shipping address.. I call customer service to change my address and they would not do it! The customer service SUCKED big time and Miles didn’t know what he was doing at his job! And that’s what made me understand the difference between high end companies and their customer service and low budget bargain dealers and their white collar ethics! I wish I had read the reviews from other customers which are really bad, then I'd have not had to go through this predicament! Shoppers, please before purchasing from Zara, read the reviews and don’t make the mistake I did!

I was expecting a shipment on 11/13 and when I went to the door to get my shipment, the package was not there. This was less than 2 hours after the package showed delivered (I was home all day and my doorbell never rang). I called on 11/14 first thing, they told me 24 hours they would investigate and call back. I never heard anything. I followed up on 11/16, they told me 24-48. I never heard back. I followed up on 11/17, they told me 48-72 hrs. Now, I am pissed.

Shoes needed to be returned due to the size running big but lost track of time and they refused to accept my return. Shoes are brand new and can't even be worn, the least they could do is to give store credit and/or exchange.

Zara has a poor product quality. A lot of their products are made in China. I bought a high boots and wore those for a single day, and the boots are already showing signs of falling apart. Took them to store at Dadeland Mall in Miami, and the two cashier ladies have no customer service skills at all! They both gave me a rude attitude and told me no tags on it no refund. I won’t buy in Zara anymore. Their return policy is basically saying I don’t care about customers. Other brands on the other hand work with you and make sure the customer leaves the store happy.

It would be good for people to know to not purchase or give people Zara gift cards during Lock Down!! Purchases done with a gift card online is not enabled for exchange. You have to return the item, wait for the return to be approved, then get the gift card credit reinstated so you can purchase again using the gift card. Very cumbersome and this is information that does not appear on the gift card terms and conditions!! In essence this means that someone that receives a gift card is double punished compared to getting cash for the same value: you cant spend it somewhere else, and you have less rights and facilities than if you did the same purchase with your own debit/credit card

I made an in-store purchase in March 2020 just before the Zara stores closed due to the pandemic. The store remained closed for months in my area. Unfortunately, I ended up contracting the coronavirus and it has taken me a couple of months to become well again and test negative for the virus. I visited the store today to return my item, however, Zara is standing by their very rigid return policy and not only did not allow me to return the item, but wouldn't allow for any other option such as an exchange or store credit.

Zara is the only place where I can find stylish shoes for my toddler. They have great shoes for kids, well priced and very comfortable too.

I ordered online 2 items, shipped to store, received email items arrived @ store on 10.7.20, went to pick up 10.8 @ store opening & was told items were not there, had been picked up. 100% not true, no call back from mgr, no refund, out of $220. Explained I live alone, did not pick up, called constantly to no avail, filed complaints against Zara with BBB & Federal Trade Commission.

Zara has all the fashionable choices for men. From casual wear to professional I can always find what I need on their site. They also have great customer service and are willing to help however.

Nasty representatives. Really terrible experience in all aspects. Bought a few items. They delivered to an incorrect address and would not refund. Terrible nasty attitude on phone. Wouldn't call me back for days. Stay far away.

I tried to exchange a men’s shirt that I changed my mind about. I unfortunately misplaced my receipt but I paid with my phone and offered to show the cashier proof of the $45.90 Paid. She explained there was nothing she could do. I COULD ONLY REPURCHASE THE IDENTICAL SHIRT which I do not want. I had numerous items I wanted to purchase but was told I could not get a credit. I called customer service and was told the exact same thing. First of all I was not allowed to try on the shirt in store which is an adjustment to store policy. Why can’t an adjustment be made to allow for a credit then?

My first time ordering anything from this store. I placed a order online and thought I had sent the item to my house. It did not and went to a store an hour away from me. I tried to cancel and be refunded. They told me that they could not just refund me that I would have to go to the store and do it in person. Also they said if I didn’t go to the store after 15 days it automatically get refunded back to me. So First of all I just had a newborn and have been quarantining since covid. There was no way I was driving an hour away to a store to cancel an item. They said someone could pick it up but again we are not driving a hour away.

I tried for several days to order a sweater on the website. Each time, the site said I could not process the order due to a different "issue" each time. On the fourth day, I called the customer service number, waiting 10 minutes, when an agent answered. She was THE most unhelpful, rude, anti-customer service agent I had ever encountered. She answered only yes or no to my questions, and after several frustrated minutes, I asked, "Can you help??," her answer was to put me on hold, and then after about 5 minutes she ended the call. Do not waste one second of your valuable time on this company.

I am wasting my time keep chasing my order and call Zara and the courier. They used very unreliable courier who keep telling the business building closed in fact the business building is open from 7 AM to 4:30 PM and I am in the building. Also my phone number in the package and no one calling me if they can't find the location and I have told them to call me if they can't find it. They were lying! Maybe they just never deliver it but anyhow say the business is closed. Can't be trusted and wasting my time! Zara should consider change courier and have a better customer service.

I made an online purchase with Zara. They notified that the delivery is delayed. They would not take my return because it’s outside 30 days from the day they shipped. This is absurd to me since the stuff was not even delivered until a week later. How can I return something that I haven’t received it viewed yet? This is all during COVID times as well where we do not open the boxes straight away. I am now stuck with $800 worth of stuff. Customer service is also very poor. They have not returned my calls since. I have reached out to them several times including calls and chat. Please be careful when making a purchase online.

Updated on 08/06/2020: So here is the update. Zara blocked me from doing online purchases after the incident where I was disputing there were missing items in my shipment and missing package. Which both they refuse to refund. So I called my CC company to dispute those charges. My bank temporarily refunded me those money (roughly $500 for both packages). So I called them wondering why my acct is blocked. They told me if I want to unblock my acct I need to repay back those charges my bank refunded me on. Worst company on this planet. I said I am not going to pay money back for something I didn't received. So they will continue to block my acct.

I have been shopping online for almost 10 years now and this is the worst company I have ever shop on. Aliexpress sellers have better customer service than this company. Bought over 300nzd worth of clothes but they sent me something I did not order, not my size and was only less than 60nzd. I chatted, emailed and even had to make a Facebook account just to get any response. A week after I received an email that I can proceed with the return. Went to the store and returned the item. I was told they cannot give me the correct products because the email only says I can return. They took the wrong order, processed it through "extra online" and said I will get a refund within 24 to 48 hrs. It has been a week since I returned the item but NOTHING.

I ordered 2 shirts from a sale they recently had. I got a confirmation email and everything, expecting my order to come within a week. Well, that week passed and I got an email saying my order was cancelled because it was out of stock? How are you going to sell something that CLEARLY wasn’t out of stock when I ordered, and then tell me, a WEEK later that I can no longer receive them? Granted, the person I talked to was quick in his reply, but to tell me that my order “was never wrapped and shipped” is completely unacceptable. If something is out of stock, DO NOT let someone purchase it only to tell them it’s not for sale anymore! Don’t buy anything from Zara online, or Zara for that matter.

Zara a few years ago was an amazing store to shop from. Particularly from online you would get your items super fast and the customer services was great too. Now they take more than 8 days to send any information on your order. I order June 24 it’s July 2 and still no information. My order, just says being prepared on the app. On the order confirmation it said Expected by July 3rd. I have come to realize it most certainly won’t since that’s tomorrow and I still have no information on it. When I called customer service the poor guy thought I had just order it yesterday, even they don’t have their information right. He then told me that my item had been sold out but they had found one “just for me” and that maybe that’s why it was taking longer.. well hopefully it isn’t a crappy one since it’s “the last one”. So Beware buying online, Zara is not that store we used to love shopping online from. You are better of just going to the store.

I ordered $500 worth of clothes for my son and not even a week & a half later, the site had a massive 30-35% off sale. This included a sale on roughly 80-90% of the clothes I just bought a week prior. I called and asked if they could do a price adjustment instead of me taking my clothes back to the store; returning them and then rebuying them to get the sale price. They told me nope that I had to go the store.... which was 5 hours away. I originally ordered everything online and they did absolutely nothing for me. They said I could send the clothes back in and rebuy them but that I may lose some items if they sell too fast. I think it’s pretty harsh to not give your customer a price adjustment over the phone with a store voucher but tell them they could get it if they drove 5 hours, return the items and then rebuy them.

I had a very large package stolen from building lobby as I was out of town when it was delivered so the delivery person never rang my specific apartment to be allowed into the building. Zara worked with me and understand that the package was stolen and out of my control. They gave me a full refund and every person I worked with was so understanding and nice!

HI HELLO REACHING OUT TO YOUR CUSTOMER SERVICE. IM FURIOUS. I bought three dresses online ON MAY 15 for my daughters 2020 college graduation (she doesn’t even get to have a proper ceremony this year) and I still have not received any of these items. As if that isn’t bad enough, I’m STILL WAITING.

It is very bad and cheater in shipment. I bought for my kids online. It supposed the deliver between 7 May 2020 to 14 May 2020. They didn't sent any tracking number or who is the carrier! I contact them online many times and they just told me you will get the shipment on time. Even though, their website is showing the order is "Under preparing". Then, I contacted on 16 of May and they still don't know the carrier or where is the shipment! Very very bad experience from a big company as Zara!!!

I made a rather sizable order with Zara that was supposed to arrive two weeks ago. The order shipped in two separate shipments, the first of which arrived just fine on its own with zero issues. When I realized the second half of the order hadn't arrived on time, I checked my email, found nothing & by then, customer support was closed (7:30 EST) so I shrugged my shoulders thinking it was a courier issue (we live in a complex) & thought nothing of it.

Please do not order. The company does not give you a tracking number and you cannot get clear answers from customer service. I placed an order in Mid April and I had to request a charge back from my bank because they wouldn't send the order that said shipped and they wouldn't cancel. I stupidly ordered again thinking it was a glitch and the same thing has happened so shame on me. NO clear ETA. No customer service that is helpful. I realize the pandemic has shut down businesses, but I have ordered from Ann Taylor, Nine West, Nordstrom, Neiman Marcus, Belk, Macy's, overseas and Amazon during this time and I received all my orders.

I purchased a pair of baby shorts online and when I received them, there was a hole in them. I contacted customer service which took forever. I was asked to describe and send photographs of the defective item. A week later, I received an email saying that I had to go through the whole process of again. Another week later I had to contact them because I hadn't heard from them. Now I've just received a phone call telling me that the defect is not their fault and they can't do anything for me...

Run from this company!!! Do not purchase their products. Due to 'Stay at Home' orders, I did not return the orange crop sweater. They did exchange and sent out a new larger product. They give 14 days for a return. During our current situation, I followed directive and not seek out a UPS store. I felt they would be understanding. I was wrong. They charged me for the item I wanted to return. They only care about making a sale and not your life! Do not support this company. Shop at Free People where customer service is amazing! Stay away from Zara. When all is over, I will donate both cheap sweaters. I will not wear this brand!

Zara has the worst customer service I have come across in a long time. I had an order of three items. I returned the two shirts first then decided the shoes were not a good fit. I returned them and Zara confirms the package was received. I first called about the refund and was told to wait a few more days..ok no problem. I called again and was told they would escalate the missing refund. I would be contacted in 24 hours.

I ordered some clothes from Zara which happen to be big on me so I requested to exchange it to a smaller size. Because of this pandemic, I return the items through mail, biggest mistake ever. According to Zara return policy they will place the new order at no cost but you have 14 days to return the return item. I returned the item the same day I received the new order. The item returned arrived at the according destination which states delivered, (I don't know what they do after or where it goes after) but it arrived March 31. Today is April 15 and zara is charging me for the return item because according to them it hasn't arrived to their warehouse even though it states delivered. I called the customer service and according to them since the items hasn't arrived to their warehouse, meaning I'm responsible until it reaches their warehouse. Now I'm being charge for return items until it reaches to their warehouse.

AVOID AVOID AVOID AVOID AVOID! I wish I could put zero stars. This company has the worst delivery service and customer service I have ever had to deal with. I ordered for next day delivery to then be told that the delivery could not be made and it would be delivered the next day. I checked and Zara had put the address in slightly wrong and they said that I would have to wait 24-28 hours - fast forward a week and I am still waiting for my delivery. To make matters worse the delivery was split in two which means the second part was due for delivery yesterday (Wednesday). It was not delivered and they can't tell me when it will be delivered as yet again I have to wait 24-48 hours. Each time I have been told to wait for 24-48 hours. I do not receive an email with any confirmation and then I have to contact them again and then I am told to wait another 24-48 hours.

I purchased 3 ceramic tumblers from Zara to use in my bathroom primarily to store my toothbrush in, rinse toothpaste out of my mouth or to drink water and to wash and store my makeup brushes in. I washed them by hand, checked the bottom of the cup for washing instructions, and then went to check the labels to see if they could be put in a dishwasher. There was no label on the bottom of the tumblers so I then looked at the stickers that were attached to the bottom of the tumblers. The stickers for the 2 white ceramic tumblers said "not safe for food...if vessel is used for food may be harmful". I was not comfortable using these for items I am putting in my mouth and on my face including my eyes so contacted the customer service department to request a return.

Yet another unsatisfied customer. Back in February, I tried using Zara's online service to purchase some clothing. The package did not make it on the date that was supposed to be delivered. Only a month later I received a return invoice and a refund without any explanation whatsoever of what happened. I tried reaching out to customer support in their chat service. Selena, Zara's representative, would not provide relevant information on why the delivery service was not completed, except to say: "Your purchase has been cancelled. Try buying again." My immediate question was: "If Zara doesn't help me understand what the issue was, how do I know I will not have the same issue with my new order?" Her answer: "We cannot guarantee anything."

My name is Vivian ** and a loyal customer for many years now. For the first time I had an issue with an online order that I made for 4 dresses totaling close to $280. I waited for the package and when I checked my account it said the package was delivered. I asked neighbors and the building superintendent but no package was found. I chatted and reported Zara customer service that I had no package delivered and asked for the courier info and looked into it. The moment I read the courier report stating they delivered at my mailbox, I knew something was just wrong.

Well complete waste of time doesn't even begin to describe the time spent with the Zara customer service team. They should post on their site the Zara definition of "manufacturing defect" - usually one with eyes can see if there is a manufacturing defect at one glance and that is also why I would assume you have a QC team checking for manufacturing defects before the product even hits store. However there is a thing called a quality issue which is determine when the item cannot withstand its intended use which is usually experienced by the customer, which is why you have a customer service team to assist with this.

I went to Zara store in 34th street midtown New York City today 02/08. I liked a jacket which was listed for $49. When I went to the counter for check in they said the original price is $119. And due to a mistake by the person on the price tag this was $49. Initially the women on the counter mentioned Zara will honor it. But after talking to the manager he mentioned they can’t do it. It was really a bad experience in Zara. They should have honored the price. I’m completely dissatisfied and before I was a regular customer of Zara. Now I will not come again.

I got two shoes for my boys and both of them were small. When I called to exchange the sizes they informed me that they can not do anything as it's 40 days since I bought the product. I asked for store credit if they can not change the sizes but they even couldn't issue a store credit. Very disappointing.

I bought a pair of black pants that would slide to the side when I wore them, I attempted to return it for refund and the store manager, without thoroughly examining it, declared it not refundable with an attitude that went along with that decision. Ever since, I have been speaking to the rudest, most incompetent and unprofessional staff that I have ever come across. We have emboldened this company so much, that they are giving us, their customers, their arrogance and indecency. Their processes are flawed, staff are extremely rude, untrained, and unprofessional.

I ordered something from Zara that did not work out. Returned item within 30 day return window. It is now over 30 days trending toward 60 days and my money has not been refunded. USPS tracked it and stated UPS picked up for Zara on December 23, 2019. Today, is February 4th and no credit. Customer service girl Shauna kept repeating the same thing, like a robot. In my eyes Zara got their product and STOLE MY MONEY. SCAM....NEVER BUY FROM ZARA!!!!

I SHOPPED AT ZARA HERALD SQUARE STORE AND HAD A VERY HORRIBLE EXPERIENCE. I have lost my purse while riding home and I misplaced my Zara receipt that was in it. I used my Chase visa card so I had the date and the charge on my statement posted. I called customer service and they told me that they can only give me the total of my purchase but not the exact details. I figured that this information probably stays at each store location.

Absolute worst, just don't order, they should be sued for theft and fraud. I ordered almost 300 in clothes for my kids, only 5 of 20+ items arrived. 5 phone calls in, one said they would expedite, they closed the "case" instead which I didn't find out until the next time I call to see why I hadn't gotten a shipping update. This business has to be the last holdout for the WORST shopping/customer service experience! No one that you talk to can do anything but take notes and send messages to other department or you can wait 3 days for a supervisor to call you. Unbelievable.

I accidentally put 3 items to return in a box that belongs to another order number. Afterwards, I was only issued a refund for the items of right order number. I called customer service to check regarding the 3 items that I accidentally added to the wrong box. I gave them exact order numbers and reference numbers for each misplaced item. After 2 days customer service called back and claimed that the Zara warehouse cannot locate these items and will not refund or send back these items.

I ordered a pair of pants for my son for Christmas. After trying them on he decided he wanted the next size down. I called to see about an exchange but was told that I needed to send back the pants i had purchased for a refund and reorder the pants in the correct size, which I did. I packaged up the incorrect size pants and mailed back to the company. Several days later I got an email stating they could not issue and refund due to the pants not being in returnable condition. I called and was told the label in the pants was cut out and they would not be refunding my money. I told them that I wanted the pants back then. Which they said they would return to me.

I purchased a dress for my wife for Christmas and it was one size too big. Took my wife, spent an hour shopping for other clothes. Then, even with proof of purchases, they denied the exchange even though I was even spending more. Spoke to the managers and left feeling robbed and being upset.

I chose four dresses from Zara's website However, it would not accept my telephone number despite trying again and again and with a chat rep instructing me, or deliberately baffling me! No success. I was expected to know all about cookies and goodness knows what else re his instructions. I refreshed the page and finally I gave up and resumed the browsing and choosing all over again some time later. Finally the check-out accepted my phone number and just as my credit card payment went through a warning pop-up said my time had expired on the website so I have no idea whether my payment has gone through - just have to keep checking to make sure it hasn't. I even had a delivery slot.

Shopped with Zara for many years. Never had issues with purchases and returns. This past December returned two boxes in both boxes I had few items. They did not issue me a refund for all the items I returned even though I sent them a picture as proof that the items where in the box. The manager just kept repeating they investigated the case and the items where not included and made me eat the cost of the items I returned. It’s unfortunate that they make the customer eat the cost even though it seems like they have theft going on internally in their warehouse. Will no longer be their customer, rather shop at stores that value their customers like Nordstrom’s.

I ordered shoes online to be delivered to Willowbrook Mall in New Jersey, worst decision ever! I ordered them and the scheduled delivery time was between December 23rd and December 27th. I decided to go to the mall on December 30th since I did not receive a confirmation email that my package was delivered. Once I arrived, the line was extremely long and I did NOT see a staff member on the floor! I had to go to the dressing room to ask for assistance. It should be noted that there were three sales persons in the dressing room area, I'm not sure why they were there and not on the sales floor. Anyway, the young lady that was able to briefly tell me that my order was not showing in their system and that I had to call customer service for assistance.

Christmas present arrived with empty! Just with a gift receipt. My friend lives in Florida, package was tracked and took longer as I could see in tracking. My feeling is that US mail stole the contents. She leaves in a condo and packages are locked. Zara says they will contact me after investigation. Which not sure what they will do, since they have to believe us. Is -about 100$ worth so it’s not the $ but that Zara is not sending via UPS or Fed Ex and so by using USPS is a rail in Florida as their employees must be stealing! Shame. But I think zara should have given me credit immediately as no one would lie about such inexpensive items. That's what happen with USPS and then in Florida of course!

I have been a customer of Zara for over ten years now. I recently made three separate online purchases from and had to return four of the items. This is the first time I've returned anything to the them. I received emails from the company acknowledging receipt of the items. The emails further went on to state that the refunds would be issued to the original payment method used for the purchase within 14 days.

Zara refuses to give me a refund or a replacement for a package I never got, I put my package to be delivered to the store. The day I actually go pick it up I was told it was picked up already. How and by who I have no idea, so now they saying the package was picked up but I never picked it up. They can check cameras and all and they will see it wasn’t me. They refuse to give me my money back for the items I purchased.

I had ordered 3 items online. Only received 2 and they were the wrong size. Called them. Asking, "I bought these items. Got them wrong. Can I please get the item that was missing." The girl replied, "Sure. I can't change the the 2 items that had the wrong size but I'll send a return ticket" and she asked, "Do you want the missing item?" I agreed. During the week they called me at 930 pm asking the same questions that I had covered with first person I spoke to. They said they would take care of it then they called again 3 days later. Same scenario. Never got the item. I disputed the charge with credit card.

I was waiting for Black Friday and wanted to buy a cute winter jacket and shoes for my daughter. I've been a customer of Zara for the past 4 years or more. Since I moved recently I had to update the address in my app. I made a purchase and was waiting for an email. I got the confirmation and after I got that I got an email that my order was cancelled. I used gift cards, checked their balances, everything was fine. I tried to order again and order got cancelled again. Tried to call. Didn't really get an explanation. Case manager called me 4-5 days later, basically with no explanation, like there was no balance or whatever (after I checked my gift cards 3 times on website and on the app). I asked if I can get those items for the same Black Friday price, of course they couldn't do it.

I bought my item on Black Friday online. It said that it was gonna be shipped in 2-4 days. They shipped it on the 8 of December to the courier. The courier held the item and now it’s gonna be shipped back to the sender. I called and asked what’s going on. They basically reiterated what was stated in the tracking info with no other option of how I would get the items. I was told that I would be given a refund. I wasted my valuable time and not just that, the items were all birthday gift to my cousin. Now I can’t get back those deals or the item. I am extremely disappointed.

I purchased clothing online for my granddaughter on Black Friday. After much waiting I decide to track order. Order was delivered and I never received a tracking notice. After calling the shipping company UDS I find out that items was delivered to a completely wrong address. The sad part is that they insist that I provided a wrong address. Who in their right mind would spend $250 and ship to wrong address. I've shopped with Zara in the past and haven't had any issues. I'm convinced that there is a scam going on within their warehouse. I'm really pissed off, they're trying to place the blame on me. Will have to dispute the charges with Credit Card Company. I WILL NEVER SHOP THERE EVER!!!!

I never had an issue with Zara purchases, but this time the toddler shoe I purchased online arrived defective. After reading Returns and Exchanges policy on Zara.com I took the defective shoe for replacement. When I approached the cashier (WESTFIELD VALLEY FAIR, 2855, Stevens Creek Blvd, Santa Clara, CA 95050) and explained that I want to exchange the shoe because it arrived defective, the cashier looked for to see if they had any in stock. However, their system was showing there was one pair left, but the cashier was not able to find it. So I asked what to do. The cashier said I can send it back to zara.com and ask for an exchange. I've asked if the cashier can help me proceed exchange process from the store, to which the cashier agreed.

As other have mentioned, very strict return policy- 30 days from shipping, even though it takes a third of that to even get to you? Customer service representatives are not understanding at all. I requested to talk to a manager and was told I would be scheduled for a call back within 24 hr. It’s been over 48, with no call back. Very disappointed and will not be shopping at Zara again.

I have been a Zara customer for many years and have maybe returned 2 or 3 things in my history of shopping. I placed a buy online-pick up in store order on October 16 and it arrived to the store in Seattle on October 24. I was out of town for my 1 year wedding anniversary and was back in town on October 30 and picked it up soon after then. The denim was unfortunately too big. I didn't realize that there were very strict policies around making returns since I rarely return your product; and had I known, I would have brought my item with me to return as I had to turn around and travel for work the following week.

I placed an order online and I received an email confirmation and I found out my address was wrong. Called several times to try to either change my address or cancel my order they said they can’t do it. Which I think is possible just reach out to the warehouse and do either or, but instead they just cut you off and just said they can’t.

Clothes came to my door completely destroyed in shipping. I know they cannot help what happens during delivery but they refuse to send a replacement until they receive the returned merchandise even after providing picture proof. Asked for a return label through email and after three days it still has not posted. Yes, I did check junk mail as well. Customer service does not have a supervisor on site and I have yet to receive a call back as promised. I could not rate below a one star. I do not recommend doing business from Zara and I will never purchase from this company again.

It is my personal belief that Zara has a security problem within its warehouse facilities. I suspect that theft is a common practice and that the company rather than addressing it blames the customer. I am one of many who sent back items via online return only to be told that an item was missing. My case is currently in the company's so called investigation phase. Not hopeful as to the outcome. I will not be shopping with them again regardless of the outcome because of their track record with other customers. They don't seem to value loyalty. Their success seems to be based on clever marketing to lure new "suckers' in then burn them eventually.

I will never buy anything from this Natick store and Zara again! I bought a pair of black leggings, brought home washed them in cold water & low cycle and the threads under the zippers popped up already! I brought back to the store for return, the manager (employee # **) didn’t take it back, he told me ‘bring to tailor to fix it!’ This is Zara customer service? I haven’t worn once! $35.90 for a pair of pants is reasonable but it did not even last for the first wash??? I chat with customer service but they couldn’t do anything, they closed the ‘assisting chat’ before you realized it! I will return my new order and never buy anything from Zara again! Bad quality! This is not the first time Zara pants threads pop up. I got same problem with a pair in summer as well! Don’t waste your money and time on their products! It’s about the experience you get when you put your clothes on! They will not get my business again!

I just returned from a store having had a HORRIBLE experience with a return. I looked online to find that I am one of MANY who has had the same experience. I am an AVID shopper of Zara, both online and in stores, primarily at South Coast Plaza which is a huge store. I literally spend thousands every year. Many thousands. Today I brought a pair of jeans to the Mission Viejo store. I grabbed all of the Zara receipts I had on my desk. There were four in total. The jeans had every tag on them. I bought them, tried them on at home, they didn’t fit well and I was returning them. At the store the sales person scanned all of the receipts and none matched. Apparently I had thrown the correct receipt away. I offered him my platinum card, to scan it to confirm the sale was indeed mine. Zara has done this in the past when I didn’t have a receipt. This guy wouldn’t scan it and told me I couldn’t return the jeans.

I purchased leather Moto Boots from Zara and received defective damaged boots. The pearls were falling off when taking the boots out of the package. I called and spoke with Joanna and she said that these boots have a manufacturer’s defect and the pearls fall off so getting a new pair would not help. Since I love the boots and they are so different I asked if I could have a partial refund or credit since I will need to take the boots to have pearls put back on and other ones reinforced so I don’t lose them and I was told a manager would call me back by the next morning. No one called and I called in and spoke to one of the managers named Kareem, he told me there no manufacturing defects and I have no other option. He was very rude and didn’t believe what happened on the phone call with Joanna (or didn’t care) and he was very condescending and not professional.

Do not buy Zara clothing & try to return it. I was refused a credit on a return of an item because I took the tag off the piece of clothing but I included the tag with the item when I returned it. I DID NOT wear the item. They are now saying the item will be returned to me. This is the worst customer service I have ever experienced. DO NOT purchase from Zara & if you do & have to return the item, DO NOT remove any tags.

First off, I had a horrible in-store experience which was my very first time shopping there which I had driven one hour back-and-forth for. They were completely understaffed, every customer was throwing tantrums left and right, and the poor employees were crying from being overwhelmed. As if that wasn’t enough to make me never come back, I called customer service about this issue & I waited two weeks until I finally got a response today. They did absolutely nothing to make this right with me. They rejected any kind of discount code which most companies would offer after having several issues.

Zara’s jeans are absolutely terrible. My jeans were ripped down the butt after having them for a couple months. Their customer service is awful gave no refunds or were any help to the situation. Do not buy their clothes or give this place service. The quality of the clothes suck and are cheap. Highly recommend shopping at Plato’s Closet over this dump.

By far, the worst customer service interaction I've had in the recent, competitive retail landscape. I ordered a pair of shoes over a week ago, and received a notification that a shipment label was created. The tracker link has been showing it as "shipment label created" for over a week. I reached out to a customer service rep via their online chat portal, and this person was extremely rude. First, the response is as follows to my question of where is my item? "I apologize for this delay in your order. This is not the experience we would want you to have. I will put this in for an internal review. We will work diligently to resolve this in a timely manner. Is there anything else I can help you with today?" OH, OK. Thanks for repeating facts to me without offering a solution.

Whatever you do don't remove the 5'x2' tag from the inside of your clothing item! I recently purchased a pair of jeans and a beautiful black shirt. The construction of the jeans around the pockets/zipper area was poorly constructed, so I wanted to exchange them for another item. I had my receipt and all the tags except for the mentioned 5'x2' interior tag. The sales clerk said they would not exchange the jeans because that tag wasn't attached. Really? I've never heard of such a thing not even from a small locally owned boutique. I cannot believe a large corporation, such as Zara, would have such an awful return policy. Sadly I will not be shopping there anymore.

This happened five or six months ago, but I'm still livid about Zara's theft & incompetence, so I'm going to share my experience. If nothing else, it'll warn others so they can avoid bitter experiences of their own. I placed an order (#**), of which I kept some items and returned the rest for varying reasons. When I received the return acceptance e-mail (return #**) some time later, I noticed that it was partial. None of the five t-shirts I sent back were included in the e-mail or refund amount.

Very simply, I ordered a dress for my wife online, paid £49.95 plus delivery (happy days). Dress arrives and the tag has a cost of 39.95 Euros. The same price as the black and white version I purchased the week before. I just called a very unhelpful 'customer service' agent (Rabia). After 10 minutes of her deflecting the question around the error, she told me this was human error??? Very evasive around the question and quite honestly awful and patronising at her job. My advice if you want to buy something online, do not use Zara as you will pay 30% more for a product that has a lower distribution cost from a retail store. One less shop for me to ever set foot in again. Well done Zara!!

I ordered a pair of denim shorts online that offered stitching of your choosing on them in 1 of 3 locations (front/back/waist). However when I received the product, the initials were in a completely different place on the shorts than I had requested. This item is not returnable because it is personalized, which I understand, but they should find a solution because I did not receive what I had ordered. When I attempted to find a solution, I discovered the customer service was AWFUL. I did the chat with 5 different people only to have them completely stop replying to me after receiving my info and photos of the shorts. I called the company and they said to try chat again and assured someone would reply.

Contacted the chat due to wanting to complete a purchase. The response was quick; within a minute or so. Chatted with an individual name Mila. Explained to her that I was having difficulties in completing my online purchase; that the website stated that it was "unsecure" which made me nervous about putting in all my CC details. She went on and on and on and on about "use the app instead". When I informed her that I did not want to use the app and asking if there was anything else that we could do to complete the purchase; this Mila individual got stuck to stating that she would look into it and the suggest again and again that I should utilize their app. What a simpleton!!! She clearly is uninformed, disinterested and/or untrained. I decided that it was clearly too much for Zara and did not complete the purchase. Avoid this company! If they hire staff like her, they are clearly as clueless, uninformed and disinterested in their customers as this Mila person was!!!

I was on trip and bought couple of cloth for my kid. Unfortunately I misplace the invoice and one of cloth was small for my kid, we went to the store and request to the people it's small, we want the 1 size bigger same thing. Omg they are so rude once they know we don't have invoice of that, and they refuse our request same time. Never believe this much big store have this kind of bad Policy which irritates the customer and people who are standing on the counter. They have to have this much manner how to talk with customer. I highly recommend to people to avoid this store who never understands the importance of customer.

My package was delivered to an old address, because for some reason the site decided it would send the delivery to somewhere I haven't lived in over a year. (I've had 3 orders since delivered to correct address). Didn't notice until it was delivered so I had no time to change it. Spent over a week trying to get a return or replacement, multiple online chats, and finally a phone call where ultimately I was told there was nothing they could do to refund/replace my $80 order.

I've never have bad experience with ordering Zara Online store couple years ago. However, I now lost my stuffs when I return it in the mail box twice. In December 2018, I return 4 items on the same box, and all they refunded me was 3 of the items. When I asked them, they told me that they only received 3 of the items and the 4th item, which is a 9.99$ dress, had never being returned. What a shame that they blamed on their customer for telling their faulty customer service.

I always shop online from Zara since we don’t have a Zara store in my town. As much as I love their accessories I hate their customer service. I never had any bad experience from them in the past. But this time they sent me a broken earring after an hour long chat with c/s they asked me to send the pictures. I did send them. But even after looking at them and knowing that this is their mistake they asked me to send it back. I would have send them back but this was purely their fault being a HUGE BRAND Which renowned globally you can’t refund your customers money without getting back your defected item. It’s about trust. If can give you money first and trust you that you’re going to send us an intact earring why can’t you trust your customer.