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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.
I made an order on 09/01/21 which was received close to the end of Jan. I requested a return on 01/Feb and since then nobody came to pick it up. I have been daily contacting them via chat to ask abt the return and all their employees avoided to reply anything more than just "Checking". On 25/02 one of their telephone operators told me that my return has been canceled due to the time that has lapsed. I requested an explanation as I requested the return within the timeframe and again the elected not to reply. On 27/02 I went to the courier co and they advised me that Zara was aware since 10/Dec of the previous year that the courier would not be able to come and pick up any order and that they should have informed us accordingly. Zara never informed any of their customers, just waited until time had passed so they could withhold the money. It has been a very dishonest and unprofessional behaviour which will be resolved in courts. Total fraud!!!!
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!!!
Where do I start... Did an early Christmas shop due to the pandemic in November, father's coat parcel from Zara he did not open until Christmas Day, bear in mind he is isolating due to the pandemic and cannot leave the house unless it is essential. Coat tried on and didn't fit, Zara will not accept exchange for larger size due to 30 day returns policy, their shops are not open and post office trip is non essential. Spoke to Shaniqwa who was not very sympathetic as well as Rob a few days ago when he couldn't be bothered to take my message. Shocking company and shocking service, I am so upset as I used to shop with them quite a lot. Not anymore. You have my contact details - case number **. This case has been handled atrociously, I don't think they are treating their staff very well from Directorship level because a fish rots from the head down. Horrible company, it is not like they are losing money from me with an exchange.
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.
I ordered a top in 12-18mo size and received 3T. So when I called them, I got a rude person on the phone who said they wouldn't transfer me to a manager and that I had to first return the shirt for them to issue me a new one, and that I'd have to call back once I was issued a tracking number so I could then place a new order. Ludicrous! Never got an "I'm sorry for the inconvenience of OUR mistake...". I explained I didn't want to wait for all that because I didn't want the top I wanted to be sold out, and asked if they could just place the order for me right then on the phone. He said no and could not help me at all. So with MUCH inconvenience, I went into the store, who also gave me conflicting info than had been given to me on-line.
The salesperson re-ordered the shirt for me on-line while I was in the store since they didn't have it in stock. AND I RECEIVED THE SAME WRONG SIZE. I had to call Zara back and explain all of this to them AGAIN. And they told me it's clearly a quality control issue and that the bins were mislabeled. Again, never a "sorry for your inconvenience" and still couldn't get me a new top. This is just ONE of the horror stories of Zara, there are plenty more, and all with the same awful, unhelpful, unpleasant attitude from "customer service". Any time I have called I have never actually gotten any help, just complete frustration, not to mention BAFFLED that a company can exist this way. It's a shame they have such nice clothes for kids because I imagine that's why people keep shopping there, but Zara does NOT deserve to be successful. Awful company.
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.
Back to the story at hand, after my purchase I went to a nearby department store to try the items on and I wasn't satisfied. I returned my items and received the refund receipt but after several days I noticed in my bank account the refund never occurred. I contacted bank for due diligence. I was told the merchant has not issued a refund and there wasn't one pending. This escalated into several conservations with the Zara USA service team. I spoke to in store managers, the General Manager, the service representatives who caused the issue, several online & over the phone corporate service representatives and even a regional manager named Rodrigo was contacted and I still have not received a refund nor a proper response when and how this will be resolved.
It has been nearly two months now. The in store manager, Eric was honest enough to tell me after a very livid conversation it was completely their fault. The sales representative never refunded me from the FD 130 system. The representative had only communicated to the regular sales system to process a refund that printed the receipt but my card was never charged there so it could not issue a refund so again, it was charged to the external system only and the refund was not processed there. Therefore, they have not refunded me nor complied to following up to provide a proper resolution. I have asked for cash, refund to the card, double store credit and even picking new items that total my amount spent. Each time I have not only been denied but ridiculed and belittled.
I do not recommend this store as it violates not only national & international consumer laws but the pompous attitudes from the staff members are devious and lackadaisical in efforts of thinking critically to be truthful and supportive of their clients. I am highly disappointed as I have invested thousands of dollars in wardrobe from this brand and even over a thousand in November 2020 alone. I simply want an immediate refund and a formal apology that elaborates on their irresponsibility as a company and that particular franchise location. Please do not support this brand; its seems to be an overpriced fabric house, nesting to entrap honest hardworking citizens for their earnings through malpractice.
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.
Now, I tried using the chat option which is no better because they tell me that my shipment is being returned back to the sender and I will be issued a refund for all items. I didn’t place orders for it to be refunded and more than half the items that I ordered are out of stock. I wouldn’t even be mad if I were to be able to order the items again but they are completely sold out! I asked to speak to a manager and was told there is no manager or superior that I can speak to.
When asking how can I get in touch with someone over the phone they gave me the same customer service number that hung up on me! I am being sent around in circles. They said they can arrange a call back from a manager at the end of the chat but that the call will not be guaranteed and they can’t say for sure when the manager would call. Now all of a sudden there is a possible manager to speak to when prior they said there were no managers. It has been about a week and still no answer from the manager and the phone line is still busy and hanging up on me. I WILL NEVER SHOP AT ZARA AGAIN. I loved their fashion and clothing options but after dealing with such a horrible customer service experience I refuse to give them any more of my money. If I can take back the several hundreds I’ve spent at their store I would do that too!
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.
Now being told we can't cancel the order and that we have wait indefinitely until they decide to deliver as the order is being "processed". Totally unacceptable and incompetent company. Will never EVER shop in ZARA again, and will advise friends and colleagues to avoid them at all costs. 1 star reviews from a company of this size is shocking - Management clearly do not care about their customer services or they would not be in the position and would be attempting to right their wrongs.
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.
I called CS, explained the situation again, and was instructed to connect via their Chat service online so I could submit pictures of the item. I did- gave all my info, explained again, submitted images. I was told someone would contact me back about it. Three days later, no calls/no emails. I get on the Chat again explained, again - was told there was no record of my original inquiry to be found. Went through the process once again, and asked that they please filed up the inquiry in their database, as it was the 4th time I had to explain the situation.
The next day I get an email, to call CS about my Order. When I called I was told that the resolution was: per the warehouse the item didn't leave the warehouse with the damage presented so no return/refund/store credit could be done. Well obviously I didn't get it damaged, otherwise I'd have noticed as soon as It came in the mail back in July and would have returned it right away. Basically the fact that the fabric's quality is such that it started pilling with ONE use seems not to be Zara's problem neither. They simply refuse to accommodate a loyal client. They'd rather lose a customer who buys their brand all the time than do a return (which would have been my very first return with this store). Because of the poor CS they've shown to me, I am not shopping this brand again. Shame on them.
This company has not reach out to me yet. But, this is life. We all made mistakes! I were very upset and that I am bipolar disorders. People always looking down on me! But it is just life. I have to take in the positive ways.
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 contacted the customer service, talked to 3 different people in three different times during two weeks after it, finally waiting to receive a call from the Customer Service shift manager on why the ordered product is not yet sent and today on Dec. 14th, no one answers, no feedback received, the product not delivered, no refund was made,... simply no support, no responsibility.
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 decided to track it and found that they delivered my package on a Saturday when I wasn’t home. I came back home and did not find my packages so I called Zara and they told me they have proof that my package was delivered and it’s wasn’t they fault if I couldn’t find my package. They couldn’t help me and told me that I should report it to the police. For someone that has been shopping online and never had this problem before, I really don’t think that they should have treated me this way. I didn’t get a reimbursement or a replacement. I’m sure other stores would have done differently since it was not my fault. I really love to shop at Zara but I’m not sure if I want to shop there again because of the way they treated me.
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.
On 11/18, I called and they said they would have someone call me before the day is out because it's now in the hands of management. It was after 6PM. Guess what? No call. Zara's customer service and FAILURE to follow up was poor throughout this entire process! This company makes too much money to not have replaced my missing package of over $200 worth of merchandise and look into the claim meantime. I am highly disappointed! And not to mention, I ordered and received my package the weekend of 10/30 with no issue to the same address and there were no issue. Good luck to anyone trying to retrieve a package that was never delivered with this company!
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
Also website chat conversations are restricted in character length, so you end up being unable to explain something in one single go. Website chat can not be scaled up for ease of conversation either and you can not upload files if you need to show something (unless you take a picture of it). And you cant request a transcript of the conversation either!! While speaking with someone via the website chat you will encounter agents that are clearly following a checklist and have a set of default replies. This is very alienating and frustrating.
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.
I happened to visit three other competing retail clothing stores today to return items that were purchased on the same date in March, and in each case I was granted a return or store credit. I even called Zara customer service to explain my situation of not being unable to leave the house while being ill and they were unwilling to do anything to make it right. I am so disappointed in how this was handled and vow never to shop here again out of principle.
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?
Zara is inflexible in that they refuse to offer any level of understanding to its customers. I refuse to shop here any longer because of my experience today. There are many other options who actually offer excellent customer service along with quality merchandise. FYI- people do lose receipts and your system should allow for retrieval of transactions! There is no excuse for that!
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.
Now I talked to someone in customer service since it’s been a month and half and still no refund. She let me know she needed to file a claim and then they could get a hold of me. Is this real life?! I never touched this item and it’s sitting in their store!! How does this make sense that I can’t be refunded?! Something needs to change also. This was my first and last time ever ordering anything from them and I will spread the word.
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.
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.
Original: I had been shopping with them for a long time and they are my main go to store. But this past month they have disappointed me so much that I will never shop from them. Issue 1: One of my orders there were two missing items. It was the same dress but in 2 different sizes. So I called customer service telling them about the situation. So I asked for a refund. They called me back and told me that they had investigated the situation and there was no error on the warehouse side. They said that they had put those dresses into the box. I argued back that I am refusing to pay for items that I didn't receive. They say they will re-investigate. And again they called me and said they are at no fault. That is $130 gone. They refuse to give it back to me.
Issue 2: So one of package was stolen or undelivered. I called them about that issue and they said that they will not refund or replaced those items because there is no error with the delivery. They said since it said it was delivered at address so there is no error. I told them if UPS delivered to my garage then most likely the package is stolen since my garage is out in the open. There goes $360.
I was so mad about this situation and went online to see whether other customers had encountered this situation and to my surprise there were many who had experience this. So in one month Zara literally robbed me of $500. I shop online all the time and other stores I never had issues regarding problems like this. They usually trust the customer word and will either refund or replace the products. I told them at a time like this where a lot of companies are financially struggling they still have better policy than Zara. DON'T BUY FROM THEM. Shopping from them is enabling the company to financially scam other customers.
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.
They are not even responding through FB chat anymore. Every time you talk to someone, no one seems to know about your issue. You have to tell what happened over and over and over again and it always goes back to "oh we're so sorry for the inconvenience, we will look into this matter". But the "looking into this matter" never ends, it will never resolve. Disgusting! Hope this company gets bankrupt!
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.
A busy week passed by & I became alarmed finally, no package. I checked my email again & found a simple message from the day previous stating Zara Support had tried to contact me via phone, but that I hadn't answered & that I should contact them. Again, support was closed for me by this time (4:30 PST) & packages don't arrive until around 4 or 5, plus, it was Friday. 'Okay, no big deal, I should have been more diligent about the matter.' I think & decide to wait until Monday.
Finally, Monday arrives & not wanting to wait on hold, I answer every unknown call that comes my way until I finally get a call from Zara. The associate tells me I provided an "incomplete" address & needs to update my post office. I tell her that's impossible, the first half of the order arrived, why wouldn't they have immediately looked at the first half instead of waiting around on me? She proceeds to rudely reiterate without answering any of my questions... Okay... I update her with my address, she thanks me, the issue is ended, right? Nope.
I am busy all of Mother's Day week & head out of town to visit family. Today is the 14th & I realize the package still has not arrived. I check my email & again find one simple email stating Zara had attempted to contact my via phone & I had not answered. I contact their customer service, wait for 30 minutes on hold, & am told that the package was sent back to their warehouse & that I'll receive a refund... Why did I have to wait 30 mins to hear this? Why couldn't I have been notified via email? Why haven't I received my refund yet? Why hasn't ANYONE apologized to me?
I gave two stars because Zara was slightly proactive in the matter of contacting me, however, they didn't do so until a week after the second order should have arrived. Had I received an email at any point stating that the post office did not have my correct address, I would have simply gone to USPS myself & picked up the package. My order was almost $300 worth of stuff & I only received 4 of the least expensive ( $50 in clothes for my son) items. That means I haven't received a refund that's over $200.
I'm mainly upset because there's clearly no consistency in their order process. The first warehouse printed out my address just fine, the second, however, did not; support blamed me & refused to handle the matter on their own by going through my account for the correct address. There's clearly no uniformity in the information available to associates... & The first one was randomly rude to me because of it. I wasn't rude when I asked those questions, just as upset & confused as anyone who had over $200 floating around in the ether clearly unaccounted for would be.
If anyone, at any time, would have apologised & offered an explanation & a solution, I might not be writing this... But neither associate did & Zara Support was never proactive enough to make me implicitly aware of the issue right from the start. I will not be reordering from Zara again, I probably won't even shop there ever again... It's clear their customer values & uniformity of policy & practice are lacking.
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.
Two days later and nothing. I call again and was told that the package was received but the item was not in the box. The rep then said the box weight was too low to contain a pair of shoes in her opinion I asked her why was I being accused of sending back an empty box and taking the risk during this virus time to go to the post office to send back an empty box! I also have the post office receipt but she said that wouldn’t help me because they did receive the box. Literally the ONLY thing in the box was the shoes. She rushed me off the phone and said she would resubmit the investigation request.
Zara does not have an email like other stores - only Facebook and twitter. So I am now sending messages on Facebook about this. After reading the reviews here tonight it seems that this is a common issue and I don’t have much hope for a resolution. Three phone calls and nothing yet....I also asked why there wasn’t a note in their system linked to the return When it was received that the box was empty and why it had to go in to investigation. Either someone is stealing returns as they come in or Zara uses this excuse quite often to rip off their customers.
My next step is going to the BBB because I have already paid my credit card bill so I can not try to go through them to refute the charges. I have another $300 order that I had placed before this nonsense and it has not yet shipped. Delayed for another week due to the virus situation which if true I understand. After all of this I chose the cancel option on my order just now but it said it can not be processed. If I do not receive this order or have any issues with it I will go through my credit card company because I a, sure they have already charged Me for it.
Zara has a ton of Brand Ambassadors on Social media promoting their products. It worked because it introduced me to the brand. However now it makes me sick because they send these brand ambassadors on trips, the influencers openly state they return a lot of clothes and all of them are early 20s, size 2 and beautiful. I now think that this company sucks in young shoppers and then uses poor customer service to rip them off. They are fast fashion and a huge, high revenue, world wide company — no excuse for poor customer service especially in a time when stores are struggling to stay open. I would suggest to rethink where you shop and support stores with better ethics and higher quality products. I will certainly be doing this.
After a few days of making my review, the company refunded me and I no longer receive their emails advertising. They lost a loyal customer.
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.
When I called customer service, the representative that answer was so (unprofessional). I was explaining my problem to her that I return the items within the 14 days policy, that I have no control on whether the item is arrived to their warehouse on time but that I did my part on returning it before the 14 days and that I have proof is already delivered and that why am I being charge? She kept repeating herself. Instead of helping me she hang up the phone. Her name is Alexandra. I called again and spoke with a more Professional customer service. She explained to me since it hasn't arrive to the warehouse I'm being charge but that she put a request for me to be refund because she see that I return it and it just waiting to arrive the warehouse but to give it time to arrive. I might be wrong but I know that I return my items on time for them to double charge me for something I return. Beware if you exchanging anything from Zara.
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.
When I asked them to put the proper delivery address in - I was told to wait 24-48 hours, this was a week ago and they emailed the courier service with the same address that was the incorrect one in the first place, it is only today I am told that it was wrong and they have no emailed the right one and that I will AGAIN have to wait 24-48 hours.
The customer service team are rude and don't give you any details are tell you what is going on. They then exit the chat when they cannot be bothered to talk to you anymore. I am appalled and disgusted by the sheer rudeness of the customer service team and how Zara operate. I have always been a big fan of Zara and often shop there - this is my first time with delivery and it will be my last. I understand that with the current situation that deliveries are delayed sometimes but Zara have had a problem with their deliveries before this even started - when you look back at the reviews.
I contacted Zara again with a complaint - over chat as there isn't even a way to put a complaint in on a form to make sure your complaint is received and AGAIN was told to wait 24-48 hours. So here is where I am at a week later - no idea where my orders are, no one knows and no one is telling me anything apart from that I should wait 24-48 hours every other day. I have spend £230 on clothes for my children and nothing. I will be seeking financial compensation and will be sure to tell friends and family to never shop with Zara again. AVOID AVOID AVOID!
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.
I was shocked when I chatted with the customer service person and was told that this was categorized as a bathroom accessory and not expected to be food-safe so I couldn't get a return. All glasses on their site are specifically listed as tumblers. This item was listed as a tumbler. It looks very very similar to the ridged terracotta tumbler I purchased the same day that apparently was classified as tableware. In a bathroom setting this tumbler would be used for rinsing out toothpaste out of your mouth, to drink water, or storage of items like your toothbrush that would go in your mouth. For Zara to sell something and list it as a tumbler and not specify it's for decorative use only and that harm can come to you from using it is completely unacceptable. If I didn't check for washing instructions I would be using this to rinse out toothpaste, drink water and to store my toothbrush, as I am sure other consumers are doing.
Zara Home should be required to review all of the bathroom tumblers that they are selling and either ensuring they are food safe or clearly labelling them online as not food safe and for decorative purposes only and not describing them as a tumbler so harm doesn't come to the customers that don't happen to notice the sticker at bottom. I am now out 18 and am stuck binning tumblers I wouldn't be comfortable donating.
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."
It is incredible unusual to hear from a Company's representative that their company is unreliable. So, just in case this was an isolated case of a representative that is bad at their job, I tried reaching out other members of their Customer's support department on a FB private conversation to help me understand the issue that I am having with Zara's online service and delivery. Their support was as unhelpful's as Selena's: "You got your money back, there is nothing else we can do for you." They didn't even attempt to listen to my questions and my needs.
Whenever you hear about Companies with great customer support, you know that they will turn a bad customer experience around into a positive one. Zara is far from this. Especially at this time, when online customer experience is becoming the regular way of consuming goods, Zara is far behind from their competitors and has no future in the digital business due to frustrating customer experiences such as this one.
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.
I have explained Zara more than 3 times that the courier statement of "Delivered" is not true. Our mailbox can ONLY be opened by USPS. In addition, the mailbox is on the building's lobby and so small it can't fix a box or bag with 4 dresses. There was NO delivery, not to my door, not to me. But you know what happened Zara wouldn't accept the truth and they penalize me. They just declined to refund or replace items. With this, they just told me liar to my face and took the courier impossible statement of "Delivered" as the truth. I feel ripped off my dignity.
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 am not one to write in reviews, I usually will just not ever purchase a certain product from that brand again, but wow the one time I do what an experience, thank you Zara ... for nothing. The boots are very nice, however the they cannot withstand more than 2 wears, the heel is made quite poorly and may chip on you if it should contact anything. The initial pair I almost purchased at the store had a zipper issue, so clearly there is some gaps in the production of these boots, they have "manufacturing defects".
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.
So I took a train back to Herald Square store with my credit card statement as proof, and the items I wanted to return. I asked for the manager and was informed that they dont have the detail receipt for me. I mean for heavens sake!! This is 2020!! This is not an era that information is not retrievable by no means!!! It's all at our fingertips and Zara has this information. I am mad for it was quite a bit of money there had to be returned! So anyone out there that needs my advise go down to the store to try and only buy what you really need. Also rather make an online purchase than an in-store one. Since you'll have the email back up. Spread the word. And the bad reputation. ZARA WILL NOT BE MY STORE TO SHOP. BEWARE!
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 would have expected from a reputable fashion store to notify me about the misplaced items, or at least send them back by mail instead of being extremely careless and discarding them. These items were barely $40. I would have appreciated if they at least acknowledged me as a regular customer and perhaps issued me a gift voucher instead of these lost items. I will have to think twice before returning things to Zara by mail. I am extremely disappointed with their carelessness, their poor customer service and lack of appreciation to their recurring clients.
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.
After speaking to my son he said he never cut the any tags out of the pants. I called back but was told that the pants had been mailed back to me and are not eligible for a second return. I smell a rat! After reading some of the other reviews on this website it is obvious that Zara has terrible customer service and lies to their customers. Buyer beware!!!
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.
Prior to my second attempt I had been on their website all afternoon and yet this time I was told my time had expired. Strange when in fact it seemed as though my payment had gone through!! Perhaps it has I just down know. Whatever the case may be I will never buy anything from Zara's again on-line and will be reporting my experience to their customer services. I am not a computer nerd and why should I be - I was only purchasing 3 items which their website wouldn't allow me to do.
Frustrated I wanted just wanted to close chat line down but couldn't even get this off the screen and then the chat line operator, nameed Kenza, asked me if there was anything more he could help me with, as they do. Anything more! He hadn't helped me in the slightest. I told him that I didn't know what to say to this remark. Be warned - unless you want to waste hours upon end don't use Zara's website. I will have to keep checking now that my payment has not gone through. Never had an experience like it - I'm dumbfounded!
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.
I contacted customer service and they were unable to provide me with any more information that I already had. To date, I am still waiting on an email or call back that I requested. Just an FYI I will NEVER shop here again. Ps: you need to train your staff members better at Willowbrook Mall, it was completely unorganized, it appeared to be understaffed and the lines were extremely long.Signed,
An ex loyal member.
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.
The first refund made it to my bank account but, the others did not as the account to which the card was linked was closed due to fraudulent activity. I informed Zara of this during 3-4 separate conversations. I requested that they place the refund on a different card or send me a check. The individuals I spoke with were absolutely useless and appeared to be poorly trained. They all had the same line, 'the refund was issued and I needed to check with the bank'. I asked them how a refund could have been issued to a closed account. I have yet to get an answer to that question.
It was clear that the representatives didn't care about the customer and were not there to assist in resolving the issue. My case was forwarded to a 'case manager' who was just as useless. Speaking with her and the other reps was like being in an episode of the Twilight Zone. I have chalked this whole experience up to money wasted; money I which I will never recover. Zara is a company that lacks integrity and I will NEVER purchase from them again. I will also warn everyone I know about doing business with them.
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 asked to talk to someone else. The manager gave me a call 2 days ago (over 2 weeks after black Friday) - also no explanation, except something went wrong. Awful experience. Never had problems before. Don't think I'll be buying from them again. Terrible customer service! No one offered anything, just sorry about the experience. Like really?
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.
Before the cashier started the process I repeated that I want to exchange for the same size and the same price (since shoes were purchased on sale). The cashier started the process and handed me the receipt of the refund and said I can order a new one and showed a full price of shoes. I said that shoes were purchased on sale and I want to exchange for the same size and same price. The cashier told me that it's not possible since ** zara has some rules (which you can't find on their 'HOW TO MAKE AN EXCHANGE' page). According to this "rule", while there is no similar item in stock in zara store, if a customer wants an exchange a store can take you the product back and make you buy in full price (doesn't matter if you just wanted an exchange and the product is defective not by customer's fault). Then I asked to give me shoes back and cancel the refund, to which I received a rejection. Zara's ** system sucks.
Right away I've called their customer support. The customer support was useless, was just mumbling and repeating the same answer. The issue is not the difference in the price (which is not that big), it's that zara does not honor their customers and that their site is misleading. I hope someone sues them and makes them fix their system. Lesson learned: Zara does not care about its customers. Also, notice they don't allow you to write reviews for their products.
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've finally been able to settle in after the Thanksgiving holiday and attempted to return my item today in the Seattle store. I didn't have my original order email, as I had deleted it thinking that the denim would work out, and unfortunately my inbox wipes out the deleted folder once a week. The lady in the store was really nice and explained that I could call the online customer service team who could pull the history of my order, send me a return label to ship it back, and get store credit since it's past the 30 day return policy.
I was totally fine with that so I called the customer service line and the lady on the phone re-sent my order confirmation to me via email but said that I am not able to return it for store credit since I'm past the 30 days - conflicting information than what I received from your store employee. She escalated me to a different division, and that gentleman said that I was given incorrect information by the last lady and was sent to the wrong division. So he sent me to a different lady, who in the end said that she can do nothing about my issue. When I asked to speak with a supervisor after now being bounced around 3 times with no resolution, she said no one was available.
When I questioned how a manager would not be available in the middle of the day, she put me back on hold and I magically got a manager on the phone. He identified himself as "Ferdie the floor supervisor." Ferdie was dismissive and condescending, reading your policies to me like I don't understand English. When I asked who Ferdie's manager was so that I could submit feedback about my experience thus far, he refused to give me any information, saying that he is the highest person to speak with regarding customer service.
At minimum, I would expect that the employees of Zara - online or store side - would be familiar enough with your policies and not send your customers in every which way, and still get no resolution. I understand what the policies are now, and I'm disappointed that Zara would make it this difficult to return product with all original tags attached and not understand that sometimes 30 days isn't a possibility to make a return - since the item has been delivered on 10/24/19, I've barely missed the one month mark to return them back to the store, as today is 12/4/19 and 11/24/19 (a month after being delivered to the store) was only a week ago.
I'm incredibly disappointed with my experience and I'll be donating my unworn-tags-attached denim to the Seattle store, as I have no use for them because they do not fit me. I've learned my lesson with how you treat your customers, and you've lost me as a customer forever. Seeing that it was impossible to find an email associated with any senior leader, and this was the only email address available to your customers, I can only hope that someone will read this and possibly reconsider the way you treat the people who keep your company running - the customer.
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 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 asked for the manager. His name is John. He refused to give me his last name. He told me I could not get a refund. He told me I could exchange for the same jeans. I told him I didn’t want the same jeans! That’s why I was bringing them back! I also showed him all of the receipts of items I had recently purchased and kept. Again, EVERY tag was on the pants, including, of course, the sewn in tag inside. The manager refused to take my return. He said I have to have the paper receipt.
I said a store credit was fine, I can happily spend the store credit. He refused. He told me to call the corporate office. This is THE MOST HORRIBLE CUSTOMER service EVER. In this day of electronic everything, it is RIDICULOUS that a piece of thin paper be the ONLY thing to validate a return. I didn’t even want my money back!! A credit would have been fine!!! This “manager” was young, rude, disrespectful and didn’t car at all that I shop there constantly. I will pursue this as far as I can. This was a horrible and shocking experience in light of what a simple transaction this should have been. The item was not worn, was pristine, etc. Awful customer service. What is wrong with you Zara??? Are YOU too big for your britches???? Disgusting.
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.
I also spoke to Leann another manager and she didn’t help all she just wanted to rush off the phone and didn’t want to answer my questions, very short with me and unprofessional as well. It’s a shame because I love Zara’s clothes and boots and was planning on purchasing more items in the future but I will never purchase anything from this company again. Defective boots and horrible customer service is not worth it!
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.
There were many other issues I had with them the last two weeks in regards to customer service. I had one representative in an online chat say a particular perfume was not discontinued, and the representative over the phone comes to tell me it is in fact discontinued. I had a separate case to check on an item, and the representative wrote the wrong item down, so I had to wait another week for that, too while they redid my case. Zara, get your stuff together. I will no longer support them and I do not recommend them.
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.
The person then says this has to go through a review which will take over 2 weeks. When I asked for the order to be cancelled and refunded since apparently they can't provide any information, the person responded "I'm very sorry, however, as this has is too far into the warehouse, we can't cancel the order" Look, Zara. You're not hot **. This is the era of instagram influencers, and online boutiques. Retail giants are filing chapter 11 bankruptcy left and right. The one thing you can do to ensure you have repeat customers you can retain is to provide valuable customer service. You have definitely lost my business as someone who has exclusively shopped Zara for a decade. HASTA LA VISTA! I'll stay tuned for your bankruptcy news as it looks like I'm not the only one with a terrible experience.
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.
Puzzled, I rang Zara's customer service line. I explained that the t-shirts were missing and asked that they correct it, adding that the odds of a mistake on my end were ZERO - I packed everything myself, was supremely methodical, triple-counted, then sealing and delivered it myself. I was told it would be investigated, which was fine by me. I told them that the fact that JUST THE T-SHIRTS were missing was probably a clue that they may have been sorted by category, or set aside for some reason.
On March 20th, I got a voicemail from a "Sandrine", giving me case number **. I rang back and was told that regrettably, they couldn't assist me. I said, very politely, that this news was unacceptable. I spent time repeating everything. I told her that she could not expect me to tell her what's wrong with THEIR operation - I have no way of knowing if it was theft from one of their employees, if the t-shirts had been misplaced by their staffers, if their supply chain systems were broken, or what in the world had happened. It was their responsibility to find out, not mine. I had done my part and sent the items. The person said that my issue would be escalated further, and I thanked her. Surely they would investigate properly and I would get good news, right?
Well, guess again. On March 23rd, I got a voicemail from a "Raquel" calling from 855-635-9272. She referenced a new case number: **. More stonewalling, their "investigation" had turned up nothing. I said that I failed to see how that was my problem. What, exactly, did this so-called "investigation" entail? Didn't they have cameras in their warehouses to check such things? How was it my responsibility to tell her what had gone wrong on their end?
The onus was on Zara to figure out why and how they misplaced five t-shirts I sent back (packed with the items they did refund). How are any of us otherwise supposed to prove what we sent back?!? Even if I had taken photos of everything packed neatly on its way back, that proves nothing. And it frankly feels offensive - not only are they implying that I'm either a thief or didn't send what I know I packed, but they're keeping my money too! It's beyond the pale. The person I spoke to suggested that, to avoid this, returns can be done in store too. I told her that I'm not going to drive an hour and a half into the closest Zara store, with the fuel and parking fees and toll fees that entails, just to avoid their incompetence with online returns.
Four of the returned t-shirts that Zara lost/misplaced/miscounted were $17.90 each and the fifth was $9.90. That's $81.50...let's say about $88 with tax. Am I going to sue Zara for $88-ish bucks? Of course not, I'm not going to cut off my nose to spite my face, and end up wasting more time and money than this is worth. And past a certain point of spending hours on the phone, with zero assistance from Zara's people, I'm not going to spend days arguing pointlessly til I'm blue in the face. After a certain point, my time is worth more. I was left with no real solution except to let Zara steal from me. And make no mistake - it's theft, it's fraud, and it's outrageous. Whether it happened because of bad business processes, employee theft, warehouse incompetence, or miscommunication doesn't change that fact (and is not my problem). THIS COULD BE YOU TOO - Zara is not accountable to its customers, no matter what their policies say.
I cannot force Zara to pay what they rightfully owe me, and it's a relatively small amount. You know when you feel like you've been taken advantage of and are powerless to change it? It stings, right? The principle bothers me a lot more than the amount involved. This happened months ago, but now I've decided to do something about it.I believe in accountability. So here's what I'm doing to hold Zara responsible for failing to refund the rest of the order I sent, hiding behind their supposed "investigation": 1. I resolved to never, ever buy a single thing from Zara again, unless this is repaid to me (which it won't be). I've been purchasing their clothing all over the world for 20 years now. No more. I've likewise advised my friends & family to avoid them as well. I mean, would YOU trust them again?
There are far too many great clothing brands to go back to someone who stole your money when they're at fault. I now buy from Bonobos (which costs a bit more, but have great discounts), Club Monaco, and on the cheaper end, Uniqlo and H&M.
Zara may have kept my $88, but over the long-term, they will lose thousands of dollars in profit from me and my family because of their mistake. Being a giant conglomerate, they won't care, but I care that I'm holding them accountable. Long term, I win and Zara loses. 2. I'm going to disseminate my story everywhere I can: Yelp, Resolver, the Better Business Bureau, the FTC, Google reviews, and on and on. If you steal my money, you better believe I'm going to spread the word. So long, Zara. You got the better of me, but I'm going to hold you responsible before I forget you.
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.
I tried this AGAIN and still was ignored after a brief conversation. I called again and complained, and they said I could send photos of the shorts to this email account (email@example.com) but "when I send the email, I will get a response saying the email is no longer in service but to ignore that". They literally told me to email a UNACTIVE DUMMY account that does not even work. I have received no response and am still getting ignored on the chat feature. I have no choice but to keep my item. I truly believe this company tries to tire out customers to the point where they give up seeking a refund or exchange of ANY KIND. This is the worst customer service I have ever dealt with and the owner/CEO/customer service should be ashamed.
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 $80 order.
Customer service was totally unhelpful and just kept repeating the same lines about how it was delivered to the address on the order. No duh. This 'policy' is absurd but I guess Zara is so large they don't care about customer satisfaction. Will never be order from Zara again, which is a shame because I'd previously spent hundreds of dollars there. Fix your website and hire some user experience/CSX people. A package should never be delivered to a different address than previous orders unless a customer explicitly says to do so.
I've never have bad experience with ordering Zara Online store couple years ago. However, I now lost my stuffs when I return it in the mail box twice. In December 2018, I return 4 items on the same box, and all they refunded me was 3 of the items. When I asked them, they told me that they only received 3 of the items and the 4th item, which is a 9.99$ dress, had never being returned. What a shame that they blamed on their customer for telling their faulty customer service.
I was thought that I would give them another chance by ordering clothes from Zara Online store again on July 2019. However, all I experienced was received a ripped shirt, a cross body bag with an attached security magnetic, and another pant lost in my return box. In this time, they told me the same thing that I had never returned the pant in the box and they told me that they only received 2 out of 3 items I claimed for return. I lost my money twice and there is nothing left for me to give a trust on Zara online customer service. I would not recommend anyone buying stuffs from Zara Online Store anymore. Their customer service had been bad and extremely unprofessional.
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.
I have spend thousands of $$$ before on Zara and on other brands as well. But their customer service is far way better than Zara ... It looks like I wasted my money and I’m never going to recommend them to anyone..! If it was some other company even after seeing those pictures they could have refunded me or have sended me a piece of earrings which I’d hardly $25 but Zara c/s is so Cheap.. Not only that they are rude. Horrible experience do not order anything from them online..!! Save your money. Order from MANGO INSTEAD OR FOREVER 21. There are many better eggs than Zara the dirty one!
I have returned my item. I had got two dresses in the same package. I did return both bec of sizing issue but I got refund for only one item. I have been behind customer service for past 2 weeks. Now they say they have not received the item. Those customer care people don't even care to reply to customers. This is one of the worst customer service I have come across. Order date: 6/22/2019. Order number:**. LIMITED EDITION LONG SATIN JUMPSUIT - M.
I purchased two items on sale on June 26th. I had it shipped to the store, it is now July 26th and I have yet to receive my items. I called customer service numerous times, over 10, they said they cannot help but will send my case to the correct team. I have yet to be contacted or even offered a replacement or a refund, this company honestly should not be in business. At this point, they took my money and did not deliver my product. Last time I checked, this was theft. I will be calling my bank to get my money back and wiping my hands clean of Zara.
I purchased a shirt online and had it delivered in the store. When I went to pick it up, the shirt was reduced in price. I was told the store is not set up for price adjustment, I cannot return the merchandise and buy it again. So because I ordered online for a specific size, I'm out of luck and have to pay more. If I waited 29 days, I am being unreasonable but I was literally picking up the paid for shirt and right in front of me was a markdown version.
I bought a pair of shoes, with sling back...shoes do not stay on. I only wore them while for my entire work day, but they were so uncomfortable I literally had to buy another pair of shoes (from a DIFFERENT store, of course). Zara management was very rude (I will admit, never had an issue before - maybe she was having a bad day). She referred me to to file a claim, of course my claim is denied! The customer service rep on the phone seemed to be talking extremely fast, almost on purpose and the only thing I did understand was they will not be accepting my claim. I really like this store, but can not continue to shop where I'm not valued as the consumer.
I had an unauthorized debit on my bank account with this company. I contacted them as soon as it went pending on my account. At this time the items had not been shipped and they could have stopped the transaction. They opened a fraud case. 5 days later the transaction clears my account. I got a call from Zara customer service telling me the items had shipped and they have blocked my card from future purchases (which is what is was told on day 1 DUH) and I would need to follow up with my bank and let them handle it.
I explained to the NOW 3rd person I had spoke to at Zara that I had filed the unauthorized debit case with my bank and asked 1. What the update was that Zara called me about? The lady proceeds to tell me that my card had been blocked from future purchases. (6 days later The items had been shipped and my card charged.) WOW! 2. I asked several times why they would not just credit me back the money like any upstanding company would do? She said I would need to deal with my financial institution about that. Conclusion: This company is GREEDY. WOW. They did not even stop the items from shipping when it was in their power to do so and stop the transaction while it was still pending on my account for 6 days. They refuse to credit my account. They will make a buck at any cost! Even Fraud!
I needed to return two dresses because their XS size was too big for me, the dresses were not worn and the tags were attached. However, neither the store nor the customer service won't refund, exchange, or issue a store credit because it has been over 30 days since they SHIPPED the merchandise. "Didn't you read the return policy?" the rep says. I have never encountered this kind of a harsh policy and terrible customer service. I will not shop at ZARA ever again.
I was shocked what Zara ballerina shoes did to my heels. I couldn’t walk for 3 days with closed shoes and took forever to heal. Not to mention the pain!! Will think twice before buying their poor quality products now.
I bought a linen shirt with buttons for $32. A button kept coming open and finally fell off with one wear. I took it back to the Michigan Avenue store in Chicago where I had bought it just a few weeks prior. One of the managers told me that I could not return it because I had washed it. I told her I washed it out of basic decency - I would not want to return a dirty shirt. That's when she gave me a line that should become the tagline for Zara. "This is a low cost store. It is well known fact that our buttons fall off." Well done Zara!! Keep up the excellent work! It's the last time I'm setting foot in your store.
Ordered almost $300 worth of merchandise that I never received but they are telling me it was delivered and won't do anything. Can't ever get hold of a supervisor. I'll never spend money here again despite having shopped here frequently in the past. Buyer beware!
These people are not helpful when it comes to faulty product and refunds. Purchased jeans and within 24 hours they ripped and they wouldn’t exchange or refund. Cmon! I literally haven’t even been able to wear these jeans? I got my regular size and everything...I was not aggressive with them. So upset and don’t want to purchase from them again! Also the lady on the phone spoke SO fast I couldn’t even understand her...I had to ask like 3 times what she said.
This is a terrible company. I ordered a jumpsuit and received notification that it had been delivered, but I did not receive it, and noticed that the delivery address was wrong (in fact, the address that it was delivered to does not even exist). I contacted Zara customer service and was told that there was nothing they could do. I said "but I did not receive the item" and their response was "We are sorry there is nothing we can do about your lost purchase." So I basically threw the money away. Do not shop here. I have contacted the shipping company, LaserShip; my expectations are low.
The denim mom Jean is a distressed look. The jeans come with holes placed at the knees and just under the right pocket, after only wearing the jeans for a few hours, holes began to expand. This was very disappointing to say the least. I contacted Zara and provided them with many pictures (over 10). After just 24 hours, they replied through email explaining that they would not be replacing the jeans. If I knew that after a few hours my Jeans would be essentially garbage, I would never have ordered them. I will never order from them again. They do not stand by their products and customer service is not their priority.
Within ordering twice within two weeks from Zara; both of my deliveries by LASERSHIP were left in the wrong location. My address & apartment number were clearly identified on my order and also on the outside of the shipping box. Each time I had to physically go looking for my package throughout the large apartment complex I live in (thank goodness I was able to find them.
I called the carrier to complain and I also contacted Zara to let them know that the drivers are haphazardly leaving packages anywhere. Since both deliveries were an inconvenience for me; I asked if they could offer a courtesy discount on my next order. Customer service called me on May 11th and left me a voice message that for my next order; they will give me free shipping. I don't see how they think offering free shipping is such a deal; since shipping is free for orders over $50 anyway. I've been reading all the complaints online and totally agree that Zara is not customer friendly at all. THEY REALLY NEED TO RETHINK and REFORMAT THEIR POLICIES OR THEY WILL CONTINUE TO LOSE CUSTOMERS!
I had an order with Zara from online for a pair of shoes (which named LEATHER SLINGBACKS WITH WOOD HEELS from their site) on March 25, 2019. Since I first wore them on April 24, 2019, I felt my foot very uncomfortable with them. Take close to look at them, I found there were something from board lasting connected insole were out of flatness and they were against my foot. On April 25, 2019, I contacted their customer service (phone no 1-855 635 9272) with this issue and requested an refund because of the quality issue.
On April 27, 2019, I sent a deal of pictures of the shoes I purchased from Zara according to their requirement and they told me it would take 24-48 hours for reviewing my case. On April 30, 2019, I contacted them again from online because I did not get any response from them. They replied they were waiting for new pictures about insole from me. On May 4, 2019, I resent more pictures with the shoes to them. They told me that I had to wait for 24-48 hours for getting a result.
On May 7, 2019, Without any response, I recontacted them again to ask the result. They said they denied all about my request and they wound not take any responsibility for my purchase. I was trying to take deep explanation to them and asked if I could have a chance to speak with their manager for the issue I met. On May 9, 2019, I spoke with their manager whose name is Pascal who claimed as a manager. He talked in a rude way for not being responsible for my order and could not make any effort on my case. I felt very disappointed because I paid $40 for one day shoes with pain from my foot.
Upon entering the store on Fifth Avenue and W 52nd I asked a sales associate where I would find a tuxedo style suit for an evening wedding. She said, “If you haven’t found what you’re looking for, we don’t have it.” I explained that I just walked in the door and was asking for her guidance. She then pointed out where the office-wear was. I told her again that I was looking for a formal tuxedo style suit for an evening wedding. She then said they carried nothing like that. So I asked if that was an online item only. She then asked for me to show her a picture. To her credit, she went and got the info I needed. Once I located what I was looking for I asked for the bathroom and was told I’d have to go next door to Hollister. Long story short, no bathroom there either. The two suits I tried on were really poorly made out of very cheap materials. My advice is don’t bother.
I ordered 2 shirts and 1 jacket, they only ship the jacket and forget about the other two shirts that were supposed to be in the package. When I contacted customer service they said they have to investigate the issue. What's there to investigate? They didn't give me what I paid for! Also, mind you the gift card I was trying to use was not even activated properly that my mom bought me for Christmas. I went to the store and they couldn't do anything about it. Finally customer service fixed the gift card for me, only for my then order to not even be shipped with everything. Horrible they have gone downhill.
I have been a Zara customer since their first flagship store on 57th Street in NYC. Over the years the quality of their products have diminished! I just contacted @Zara Care on Twitter to advise them the booties I purchased from them and wore for the FIRST TIME lost its heel! Yes! The heel came completely off on one of the booties! A few months ago, I purchased another pair of suede like booties only to have heels of both shoes PEEL OFF after only one wear! These were returned and a refund provided. A pair of pants purchased in the fall got a hole in the seam at the first wear! The quality of their products is shoddy and another frustrating area is their sizing! You cannot get consistent sizing on their products either! Sometimes I wear a small and other times a large! Small sized items made in China are different from those made in India and in Spain! Making online purchases difficult! Zara really needs to elevate their quality standards!
I bought a jacket at Zara store in La Jolla Village Drive, San Diego and then decided to return it. During the two weeks that passed between the time of my purchase and the attempt to return it my Nordstrom Visa credit card was stolen. I got a new card with the new digits; however, my account stayed the same. The store management told me that I could return the jacket ONLY for credit store.
I never had a problem like that with other stores. I was able to return merchandise as long as I had the receipt. Somehow they were able to process the new card based on the receipt. I do NOT understand why ZARA's policy is so unfriendly! After all, the replacement of credit cards happens quite often, for a number of reasons. It looked as if they punish their customers for not being able to produce the same credit card! I will never shop there again.
I purchased a jacket and earrings online from Zara. I forgot that Zara's sizes are small, so I had to return the jacket for a larger one. No Problem. I also purchased a pair of earrings. When I received them, I opened the package and tried them on. They were much too large so I repackaged them and sent them back. The problem is they were packaged so tightly that I had to rip the "sticky" tag just to get them out of the box. I just received the following message from Zara: "Regarding the return of the LEAF EARRINGS - **; unfortunately, at this time we are unable to process a refund as the item is not in returnable condition. We apologize for any inconvenience and advise that the item will be shipped back." The earrings were in perfect condition except for the packaging that Zara probably designed with "difficult to open" on purpose so you can't return items. They're only $20 earrings but Zara just lost me as a customer.
I purchased goods online from Zara, which I subsequently returned to my local store the day they were delivered. Due to 1 item of my order not being delivered to me within that order the store was unable to process my refund whilst I was in the store. A member of staff called Zara head office, and informed me they would process my refund that day through the head office, I was subsequently given my receipt back, with the member of staff writing on the receipt that all items had been returned to the store, and a refund would be issued. Zara are now claiming they have no record of me returning these items. It is now 4 days since I returned these items, I have sent proof to Zara head office of the receipt I was given in store, and they are now saying it will be a further 48 hours until they respond to me. To say I am disgusted is an understatement, how can such a large company be so incompetent? Zara you are a disgrace.
Purchased about NZD 800 online from Zara NZ over 2 months. Zara has wrongly tagged their basic blue leggings sending polka dot ones instead. Return process super cumbersome. They couldn’t guarantee I would receive the rightful item even if it was showing available online as they needed me to send a photo; process it (took 2 days), get a return tag to print (again 2 days after I called) and then sending them a photo of the receipt from the drop off point. Then they called me asking me to re purchase it online as they are able to refund an item but not exchange it because it was already exchanged once?
I asked RE shipment and customer service said it would ask and call me back in two hours which they never did. Then guess what I purchase over 75nzd to just not bother with shipment etc and they send me the same wrong item again!!! They want me to repeat the whole process because sorry this is the process and they can’t do anything to help. I ask to speak to someone higher up but was advised I could send an email and they will advise me! Some advice Zara if you even care about your ratings online... Try to look at any other company who sells online - Peter Alexander, petco anyone and they have a much more customer friendly process and customer service people who are actually empowered to help! Maybe you just don’t care!
Bullying, humiliation and intimidation is the customer service that is promoted within your Meadowhall store by Zara Management. There was no duty of care displayed from any of the staff. After trying to return a faulty item and speaking to Zara head office, receiving a case reference number for a full refund, the manager told us we were lying as head office would never do that, she called head office behind the till and came back saying the case reference wasn’t for a full refund. I called head office from my personal phone, gave the number to be told it says full refund, I told them the manager stated it didn’t and they asked me to pass the phone over to her, she refused to take the call.
The manager's manner and behaviour was very intimidating, speaking down to us with great disrespect. I’d like to remind the manager, not everyone works at Zara therefore you need to take some time to explain your policies and procedures, not try and show off in front of your friends at the till and call customers liars. This went on for about 15 minutes, the manager was very dismissive once I stated the consumer rights act, and kept asking other staff members to serve us without a solution.
We were put in a very vulnerable position, my mum left the store in tears and hasn’t returned to Meadowhall since this incident as she is extremely intimidated, threatened and anxious of how the manager tried to personally embarrass us in front of all the staff at the tills and about 15 customers queueing. A customer was put in a terrible and unprofessional situation due to the incompetence of the Zara management and Zara head office. Looking at the below reviews, the management at Zara represent a very unprofessional culture. I am not satisfied with this service or how it has been dealt with so far. I would like this escalating and a response immediately.
I purchased a defective item from a store on March 1, 2019. When I put the pants on to wear I noticed almost immediately that the seam in at least two places was coming undone. I immediately took them off and put them back in the bag to return. I was told by both store manager and customer service department that they would not replace the defective item because I did not have a receipt. Now I understand the policy, but when Zara sells a defective piece of clothing, the responsibility should be on them to make it right. The customer service department and store manager were completely unapologetic and rude. This was through no fault of my own, and to be forced to keep a defective piece of clothing is absolutely unacceptable.
I ordered 6 items online. I received 5 items and Zara is not going to refund my money for the item I did not get. Totally unfair and unacceptable after being a loyal customer who spends thousands of dollars every year.
The Jacket that I spent $109 on ripped after a few times of me wearing it to dinner. Complete waste of money. The customer service couldn't replace the jacket because there were no more in stock. Complete rip-off.
Literally, THE WORST CUSTOMER SERVICE...PERIOD! Purchased a coat, coat was faulty, misplaced receipt. Went through a ridiculously long process to find transaction, took over a week when I was promised 24-48 hours, every time had to chase their customer services, only to be told they couldn’t find it and provide proof of purchase!! They are awful! To make matters worse when I went to do a return for a different item that was a day over the 30 day period, they couldn’t do anything, nothing! No exchange, gift receipt, nothing. To make matters worse I was in the Bluewater store a week later and a lady brandishes a load of receipts at the tills and the manager lets her do a refund for an item 2 weeks over the 30 day refund/exchange period!! Sorry what?!
I ordered online and I just noticed that the address I picked is my old address. And I called the customer service that they told me my order is on way. And I told them "please dont drop my packet at foreign people door, I have no contact them." And a few days later, they emailed me "We suggest to make arrangements to receive the package at the address provided." They could have reached the delivery person and at least sent my packet to the correct address. I am so disappointed their service. I stopped shopping from Zara. Its customer service is so rude and doesnt help you.
An order I placed on ZARA.COM arrived in 3 boxes. Out of these 3 boxes, a pair of boots were missing. I called customer service to report this issue. After 2 weeks of calling them 3 times, I was repeatedly told by the agent that ZARA is not responsible for any missing or lost item once the shipment leaves the warehouse, which is a very irresponsible and ignorant statement from a business. Since they told me they shipped out 3 boxes after I reported to them, clearly I paid for an item that was never shipped. There was no missing box, only missing ordered item that was never included in the boxes.
I refused to accept their irresponsible response and asked to talk to a supervisor, and was told that there is no supervisor. The resolution provided by the company is very unjust and unethical. It is the company's responsibility to ensure all items are delivered to the customers. I have been a loyal customers for many years and I am very disappointed in their practice of handling this issue.
I got a faulty pair of pants which ripped on me and I was just a few days over the return policy so all they told me was to get them repaired. I did just that but they ripped again so I asked for a refund because clearly these pants are terrible quality. After numerous and numerous emails and phone calls, they are still working to resolve this case. I sent them my first email about this in November, it is now almost March. How such a huge brand can be this terrible is beyond me. On top of that, they're trying to tell me all I can do is get store credit. After everything they put me through I deserve a full refund PLUS store credit. They've lied to me and made me wait WEEKS before getting any sort of response. This is the worst customer service I have ever experienced. And when I tried to get it escalated or talk to a supervisor they tell me "that's not an option". This is ridiculous and I would encourage everyone to shop ELSEWHERE.
My package was shipped out on Dec 27th, and I picked it up from Purolator facility on January 2nd. Returned the package to Zara main office via Canada Post and they received it on January 30th. However, package got returned to me a week after. I was advised it has passed 30 days, there's no way to return it. My QUESTION is shipping time was also included in the 30 days - this is ridiculous. Also asking Zara if I can get store credit because I shop at Zara a lot, but the answer is NO. All in all, no shopping at Zara ever AGAIN!!!
Ridiculously rude customer service and terrible communication among Zara stores. I was shopping at a Zara in Long Island, and they did not have my size in a pair of shoes I was interested in. So the cashier was able to find a store on 5th avenue that had my size. First, they could not contact the store for me to have them ship the shoes at my own cost, nor could they reserve the shoes for me to go pick up. So I call the store on 5th avenue myself to reserve the shoes. The rude cashier was UNWILLING to go look for the shoes I was describing to her without the article number, even though they were the only shoes of their kind at that price; a simple walk around the store would have given me the answer I was looking for. As I was politely telling her that I am going online to look for the article number of the shoes as we speak, she hung up on me. How is that acceptable customer service?
Can someone please explain why during certain days and hours only the registers in the female department are left open? I writing this after experiencing a similar situation multiple times at various Zara’s locations including New York City (Fulton/Broadway) and NJ (Newport). On several occasions lines have been excruciatingly long and for some reason the company seems to only keep registers in the female section open. This is extremely inconvenient and causes the line to practically go out the door. Today while waiting, I literally had to put my things down and leave. This can be rectified very easily by opening up the registers especially during times when it’s clear that it can help the situation. Thanks.
Returned a pair of pants to the store on 12/15/18. As of today, not credit. Have called 855-635-9272 since 01/02/19 and get the same response, "We are escalating to a supervisor. Our finance department will get back to you in 1 - 3 business days." Not return call - nothing! I'm out of pocket $87.49 and they have their pants! Unacceptable!!! I will NEVER ever shop there again!!! Worst customer service EVER!!! Pay me my money, you have your merchandise - opened a case with the BBB and they are giving them the same runaround!!!
On December 16th of 2018, I went into the San Francisco Westfield Zara and purchased four articles of clothing: a dress, a pair of pants, a blazer, and a sweater. The bag with my items was much smaller than I expected as the sweater was a huge item but as a long-time Zara customer, I trusted them and did not question it. I went home after my purchase only to find that the sweater was not in my bag. I was charged for the sweater but the sweater was nowhere to be found. I called the store numerous times and there was no response, so I had to call the other downtown San Francisco location. The salespeople at that store told me that they could not assist me and told me I should reach out to the workers at the San Francisco Westfield Zara.
The next morning, I went in to the San Francisco Westfield Zara and they told me that they do not have access to the store cameras and gave me a phone number to reach someone who did have access. After that, I called the number right away and the Zara customer service department opened a case for me and promised they would check the store camera’s video footage of the transaction. They took down all of my information and asked me to email them a copy of the receipt. They told me it would take a couple days but they would get back to me about my case.
A week passed and I called the number again to check on my case and they told me that the case number did not exist. They offered to open a new case for me (case number **) and they told me the same thing. I called back the next week and they told me they haven’t received any information. The same thing happened a couple more times over the course of a month. Finally, they called me and left a message telling me that they did not put the sweater in my bag and that I could either receive another sweater or a refund. I called back telling them I wanted a refund and gave them my credit card information, and the customer service department told me it would take about a week or so, depending on the card, to process the refund.
A little more than a week after that conversation, the customer service department gave me a call, and the representative named Charmaine told me that the sweater had not been left at the store and that they would not refund me. I was asking for proof because I was told they had access to the cameras and that they had left me the voicemail prior saying they would refund me. She kept insisting that the sweater was not left in the store and that I would not receive a refund. I asked for a copy of the video or a picture for proof and she kept ignoring me and insisted there would be no refund and rudely hung up on me.
I called the customer service department right after she hung up on me and asked again for proof but all they told me was the prompted statement: “It was not left in the store.” I requested that they go over the video once more since they had access to it. They said that they would send in the case once more for review and after two days they insisted the same tired line: “It was not left in the store.” I feel as though they did not even check the video since the first case had taken them weeks to process and through my interactions with them, they have not shown me anything that would prove otherwise.
I have been a Zara customer for more than 10 years and I am very disappointed in personnel both in store and in the customer service department. This isn’t about the money for the sweater; I do not like feeling like I have been duped by the company and brand that I trusted so much. I just want proof that the sweater was not left in the store especially because they personally told me that it had been and then suddenly started telling me that it had not.
Never shop online from Zara. If you have any problems with your order, their customer service will never help you out. They deserve 0 stars. They lost my package and they don't want to give me a refund. The Worst Customer Service in the entire world.
I’m not sure if the location address is correct. I placed an online order with Zara and I don’t know the address where the merchandise is shipped from. However, I purchased 4 pairs of jeans for my 7 year old son on 1/5/2019. My order# is **. On 1/8/2019 I received my package and opened it and it only had 2 pairs of jeans. I checked my email just to confirm if they were probably shipping the other separate but I only found one confirmation with the shipping details for all four. I immediately contacted Zara customer service and reported the issue. The agent apologized and confirmed that I should have received all 4 in the same package. I gave her the item numbers of the 2 that I received. She advised that as a courtesy she will submit a request to have the missing merchandise re-shipped which she explained should take 3-5 days.
The following Thursday I received a phone call from Zara stating that they have reviewed my request and have determined that the complete order was shipped and they will NOT be re-shipping or crediting me for my missing items. I went over and over with them that I have no reason to lie about merchandise worth $39 that I did not receive them and that I refuse to pay for something that I did not receive. I even inquired on how did they determine that and they were not able to explain how. Did they check their warehouse cameras to see when my box was packed? I received no answer. I requested a manager and a Tanisha came on the phone who was rather rude and insisted that the merchandise was shipped.
I got to the point where I’m now feeling like I’m accused of lying when I simply did not receive my complete order. At this point I feel hopeless and cheated out of my money. I asked for a manager above her and she claimed she’s the highest rank that I would receive. I kept on insisting until she said she would submit my order for a 2nd review that would take another 3-5 days. I said ok. The following Tuesday I did not receive a resolution so I did an online chat with Zara. There was no resolution, therefore, I requested that a manager call me immediately. I was told a request was entered and I will receive a call within 24 hours.
I called back on Wednesday night and then was told that the callback is up to 72 hours. Here we are now and it’s Friday and it’s 72 hours and there has been no callback. I did an online chat and was told I just had to wait because they are busy. I called the customer service and asked to speak to a manager and she hung up the phone on me. I’m just really over this and would like my merchandise or my card credited for the merchandise I did not receive and avoid doing business with Zara in the future. All these years I’ve been online shopping I have never experienced anything like this.
I ordered a pair of stretch thigh high boots and received them today. THEY ARE WORN...wrinkled in the front with scuff marks, no tissue paper in the shoe. I reached out to customer service via chat twice and both times I was asked for my order number and told they were looking into the matter. Let’s just say, no one ever came back to the chat. I’m thoroughly disgusted and now seeing all of the reviews, I’m glad it’s not just me. I will NEVER ORDER FROM ZARA AGAIN! DISGUSTED IS AN UNDERSTATEMENT!!!
I was a big fan of Zara clothing. Lately, I realized the clothes are losing textile and fitting after 1-2 washes. I don't want to pay $$$ for this poor quality anymore. I mainly bought tops and sweaters but now they are of no use to me.
Do not buy from Zara.com. I purchased a jacket for my daughter that had a sleeve that was not sewn correctly. The first step in the very long return process was for me to prove that there was a problem and that I hadn't worn the jacket by downloading 4-5 pictures onto their chat system. And to include the order number and a case number that they gave me (why two numbers??).
After two days, they said I could return the jacket and sent me a return label. It's 2019...that's normal, slap on the return label, drop it at the post office or UPS box and wait for your money to be returned. No. Zara.com then wants you to go to the post office, get a receipt with a tracking number and call a special phone number and report that number. So when I called and read off the 35-digit number the customer service rep asked if there was a space after the first 8 numbers? No. Well, she said, it doesn't seem to have been scanned into the system. So she suggested I check with my post office! I went back to our CLOSED Post office, got the kind post master to find my Zara box and rescan the package. It was the correct number...but he noticed that the first 8 #s are the PO code and Zara's zip code. The rest of the numbers are tracking.
So to recap: that "Customer service" rep asked me if there was a space after those numbers and since there wasn't...she couldn't figure out what to do. Suggested that I go check with the Post Master??! What an idiot. The post master doesn't work for Zara but he figured it out when she couldn't. THEN when I called back with the correct number...this rep tells me that all the numbers I gave are just the shipping label number, so I could have just given her the shipping label number that was sent in an email to me. IT DIDN'T HAVE ANYTHING TO DO WITH THE POST OFFICE. They didn't need a tracking number generated by the PO, they basically wanted me to call them and tell them my box was in the mail. WHAT? They put me through all those hoops hoping that I would just give up. It is idiotic. Why would you treat customers like that? Will never buy from them again.
I have shopped at Zara for many years now and have found that about 60% of the time a button will come off of a Zara dress or sport shirt. I don't know why I keep coming back. Maybe it is because I like the textiles and the fit, but the button sewing sucks.
I would give less than a star if I could. This was a awful experience from the very start and when the items didn't fit properly they would not accept a return. For them is all about their money and don't give a hoot about the customer. Very sad.
I have had the absolute worst experiences with this company. I have tried to make three returns by mail. They claim to not have any of them, when I provide the order numbers and tracking information from the shipping labels that were sent, it has gotten me nowhere. Please beware of this company and be hesitant to order anything online, but especially hesitant returning by mail.
A very low customer service in internet shopping. The system is failed to save my delivery address and nobody called me for 1 week to check my address. So I've been waiting for 2 weeks to receive my order.
I purchased a pair of maternity jeans from Zara and before wearing them, needed to cut out all the itchy plastic tags from the interior Seam. Upon wearing them for the first time, I noticed a hole in the seam of the leg. I returned them through the mail and after several weeks, was notified that they would not accept the return and would be sending them back to me! It has now been over two months. I have reached out to their customer service on chat two times and still haven't received the jeans.
I am not no longer pregnant so wouldn't have use for this item at this point, and they refuse to accept the return even though it's a defective item. Why should the customer have to bear the expense of this, and be left waiting two months to get the item back? Their customer service is terrible and greedy - they don't care about their customers. Just keeping all their profits. I can no longer shop here, it's appalling how they treat customers!
The website was a breeze to use. The shipment came 4 days earlier. The quality of the clothing was impeccable. So impressed with this company! The clothes fit true to size. The price was unbelievable!
Do not buy anything from ZARA if their store is not in your city. They will not let you return by mail. I have read reviews, and dont even order online... They are AWFUL!!! Their Customer Service was awful! And rude, never shop at ZARA... Awful.
I have done online shopping for many years and normally have no problem returning the stuffs I don't want through mail. I bought several jackets from Zara's website, but most of them turned out to be too big for me, thus I had to return them. I put 4 jackets and 1 skirt in one box and returned to Zara. But they only refunded 3 jackets and 1 skirt, saying that I did not return the last one. This is so ridiculous because they either received all of them, or none of them if the package went missing. There is no way one is the jacket just gone on its own. I am 100% sure I put the jacket in the box. I will never trust Zara's online return service again.
I just purchased a METALIZED LEGGINGS for my daughter and the color came off after she wore only ONE full day. So we went back to the store to complained the quality and requested a store credit. The manager from Kids department refused to accept the return and also said the leggings was wore more than once for sure. In other words, she is blaming my daughter that she lies on her. That manager even refused to give us her name and gave us a very pissed look. My daughter was crying so bad and we won't go back again.
I placed an order online. It never got delivered and I contacted Zara's online customer service chat. It took each question 4-10 minutes for the CSR to respond to the inquiry. After about 30 minutes online trying to get details about my lost delivery, she offered to re-send the items and refund me for items that they no longer have in stock. She advised she will email a confirmation but I have not heard back from Zara. And my order has not been updated, I don't think I will get my issue remedied and I just lost $170.00 worth of merchandise through them.
I have ordered many items online from Zara over the past few years. Some items have poor quality but I have had luck with good quality for most. Unfortunately, in my most recent order, I received a cardigan sweater for my 3 year old that has loose threads on the edge that look to have been tied together in a knot. I contacted the customer service over the Chat functionality and it was a terrible experience. Not only did it take the representative 4-5 minutes to respond to each message, but she had me text her photos of the item and said it had to undergo an internal review process that takes 24-72 hours. THEY sent ME a defective product yet it has to undergo a review before they return or replace it?! I will not be purchasing from them again. If you decide to, you'd better hope everything arrives in mint condition.
I bought a leopard heeled shoes at Dadeland Mall in Miami. Trying shoes at store is not at all a good experience. At home the shoe fit was stiff and uncomfortable. I looked for my receipt and was unable to find. I took the item back to Brickell Center, which is near my flat. I thought that even without the physical receipt, they would grant me a store credit. After receiving a negative answer at the register, I requested a manager to ask for an exception. NOTHING was granted. Manager acted with total disdain and offered absolutely no option, no courtesy, and told me to call customer service. Customer service was unable to offer me any alternative, but to record my complaint. NO CUSTOMER SATISFACTION AT ALL AT ZARA - AWFUL.
I used to love Zara, and will now never buy anything from them ever again. I placed an order on November 25, and it was supposed to be delivered this week. It said it was delivered on Friday, and I didn't receive anything. I checked all weekend, and still nothing -- even though the tracking information said it was complete. Since the phone line is closed on Sundays, I went on the 24/7 chat and spoke with Emile, whom I confirmed all of the information with -- my order number, name, phone, email, and shipping address. Emile said that they'd have to open an investigation tomorrow, and I asked them if they could jot it down. Emile refused -- they couldn't even be bothered to note it in my record.
Even when I mentioned that I had 2 birthday gifts in the order, Emile refused -- talk about laziness! As a result, I am calling 8:30 am tomorrow as soon as it opens and am demanding to speak with someone on their HR team. As for now, I will write my experience on all platforms to warn people never to give them their business online -- and I am so upset, scarred, and devastated by this experience that I will never buy anything from them ever again.
Made a purchase at Zara Woodfield Mall and since they did not have my size they ordered it online and shipped to my home. After receiving it, it had a poor design and fitting, so I returned it back to the store exactly one week later, however the refund was never processed and I never received my money back. I do have my original proof of purchase as well as a return receipt but the store managers I talked to and the Customer Service Reps I called are useless in explaining why I never got my money and when they'll resolve my case.
I've called them every week for the past 5 weeks and there's no update. This company is a complete fraud, they are holding my $130+ and don't want to return it. I am very concerned that there's such a large merchant in the US conducting business in such unethical and fraudulent manner! I have no idea if I'll ever get my money back and I came across at least 2 other reviews from consumers who experienced the same issue, so this is certainly a repeat offense that this company is in the habit of doing.
Please don't buy anything from Zara as a gift. I bought 2 coats for my wife from Zara.com and they were just a little too tight for her. She took her gift receipt and return e-ticket to the store in Roosevelt Field NY and they told her she could not get store credit and she could not get a bigger size. I paid $323.00 for the coats and my wife left the store without a receipt saying she would get a refund. My wife works 2 jobs so she has very little time but I asked her to return to the store after she got to her car and get a receipt saying she was refunded to my card or get a store or online gift card at least. They would not do neither.
After speaking with Zara.com I got the receipt e-mailed to me but I had already paid my American Express bill in full and now the receipt says 14 days before American Express would receive the money. Now I will have a credit that I must use on American Express if and when it ever comes and my wife is sad. Question is why, thank you Zara for ignoring my wife's gift receipt and making our shopping experience horrible. I will never spend another dollar in your store. As a matter of fact I would rather pay double the price elsewhere. The manager's name in Zara is Marrissa.
This store has the worst customer service of any store I shop in. I can't wait until my daughter no longer wants clothes from them. Eventually people will get sick of shopping where they are treated as if Zara is doing them a favor by letting them spend their money in their store. All is fine if you don't have a problem, but if you do, you will never win. They are never nice and always unreasonable with their policies.I remember past Christmases shopping at an extremely popular store that my daughter liked clothes from that had a similar attitude, and they are all but gone. I don't care how cute your clothes are Zara, keep treating your customers like this and you will be gone too!
Repeatedly denying return and credit of shipped items. When questioned customer service team acknowledged reoccurring issues and advised to find a local store to return in person to guarantee credit. Appalled that an apparel company could build a business model where stealing from the customer base is a regular and accepted business practice.
Ordered a brown sweater on October 13, 2018, did not received until October 18th, 2018. Went to the store (Florida Mall), waited on line for 20 minutes, tried to return, had an inexperienced cashier that did not know how to do a return. After waiting an additional 10 minutes for the cashier to figure out what he was doing was finally told that I could not get cash because I was returning after 30 days. I respond, "OK. I’ll take the store credit," (please keep in mind I had my receipt the item still had the tags) only for the cashier to tell me I wouldn’t get a store credit because I ordered online.
OK. I say, "I will just mail it back to get a credit." The cashier proceeded to tell me I can’t return online because online orders can only be returned within 30 days. So I can’t get my money back and I can’t get a credit even though I have my receipt and the item has its tags!!! It’s the stupidest return policy ever. I’m trying to find the stipulation on their website to no avail. So buyers be aware - if you order online and you plan to return you must do so in 30 days. If you order online and wait more than 30 days Zara refuses to give your money back or give you a store credit.
I bought a pair of pants and they don’t fit me right. I accidentally lost the receipt and went to the store to exchange them for something else since the tag inside was still attached. Pants are in a great condition. Never used them. They told me they can’t do anything about it because I need the receipt. I asked them to reprint the receipt because I have the gift card I purchased them with and they told me they don’t have access to previous purchase. Well that should tell you what a cheap irresponsible business they have. Ok, I tried to call customer service and see if they can do something and no help. They can’t look up a purchase that was made in their store with their gift card.
I asked for a manager and she told me she has to put me for an appointment? What a joke and it takes up to 3 business days. Woowww!!! There is no manager there to help a customer when they need help. I am done with this place and never returning there again. I am not the person that really writes reviews but they really frustrated me and after spending thousands of dollars there that only one time I asked to exchange something they can’t do and everything I asked them to do was impossible. Ladies don’t waste your money on this cheap irresponsible company. They literally don’t care about you.
I ordered online 2 items. I received email correspondence about when the package was going to be delivered to me. It was today by a new service PAACk. Never hear of it before. I thought it was fast, so so far so good. I did NOT receive a tracking number but an email where I could pick a delivery window. Not something I care about, because the package was delivered to my office as always. This is a large office building in the middle of NYC. The packages are supposed to be delivered to the mail room. Fedex, DHL, UPS and USPS was always able to find the mailroom. Not PAACk. They called me from the lobby to come and pick up the package. Not the way to be done, against office procedures. All packages are supposed to be delivered to the mailroom.
I told them to send the delivery person to the mailroom. Just now I got an email that they could not deliver the package, will try tomorrow. I called ZARA's customer service. The person who picked up, a customer service rep sounded like a robot reading a script. You CANNOT call the shipper directly, ZARA will notify them where to go tomorrow. Supervisor not available, will get a callback in 1-2 days???? So much for ordering from ZARA. Let's see if they will be able to deliver the package. Too much time spent doing their job. I order online domestically and internationally all the time. I base my expectations on those experiences. Zara has a lot to learn as far as picking a delivery service, procedures and customer service. And provide the tracking number to the customer, is it some kind of a secret?
Worst customer service ever! I bought tracks from ZARA and it tore within the second time of wearing it! When asked for a replacement, they denied it saying the tag inside needs to be there (it's supposed to be cut for wearing since it causes irritation). How am I supposed to expect that within 2 times of wearing it, it would tear?! I swear never to associate myself with ZARA ever in future!
ZARA is supposedly an international company, but they don’t support their product when crossing borders. I purchased several items in Toronto recently. Two of which did not fit or were sold to me damaged. I didn’t realize this until I got back home to Houston. Attempting to rectify the exchange/refund at my local store I was made aware of their international “policy” of not honoring returns or exchanges. Each country is treated like a separate business and after wasting an hour on the phone with the US and Canadian corporate office I realized I was only hitting a brick wall. ZARA’s clothes are only nice because they are cheap and don’t look half bad for a mall store. I guess you do get what you pay for. You’ve proven your loyalty to me, ZARA, so my loyalty to you will be in the form of no longer gracing your showrooms full of cheap knockoffs.
1.0 star rating 10/9/2018. Beyond bad! Would rate them -100 if I could. Ordered from Zara online twice: The first time they shipped it almost three weeks after I placed the order, but the real charmer was the second time, when the package didn't arrive and they refused to do anything about it for days. First they said they'll refund me, but since I never got any email confirming that I contacted them again, and oh! Behold - turns out they weren't going to refund me and they wanted to "inquire" the "matter". Then no one reached out to me for 4 days and then they said they sent it again. No tracking number, no courier details, nothing.
When I insisted, they just gave me the tracking number of the package that got lost. I really don't know what to do if this one doesn't arrive. Just lost over $100 and a lot of time on the chat and phone with them. REALLY, SERIOUSLY bad customer service. What's the point in making customers feeling like criminals? As if all people do is buy dresses and then lie about it. Shameful and completely wrong, especially for such a large brand.
NEVER BUY ONLINE FROM ZARA! A week before my holiday departure I bought my holiday clothes online. So far so good. It was a Saturday and online they said that they would deliver on Monday. On Sunday they sent and email asking if I wanted day or evening delivery on Monday - then they sent an email with the courier's tracking number, it did not work. On Monday there was no sign of courier or the goods. On Tuesday evening Zara customers services said they too had a problem with the courier's tracking number too - that they would email them but it would take 24-48 hours to get an answer. Zara personnel did not seem to have any authority beyond sending a 'where is it' email to chase up the couriers - it all felt very hopeless.
The Zara personnel said they would respond when they had a reply from the delivery company - they did not do so. On Thursday I get a message from the courier to say that they tried to deliver which I think is unlikely as we have porters here 24/7. So later on Thursday evening I call Zara customer services again to be told what I can already see on my screen and that is that the delivery will be made sometime between 10 am and 10 pm on Friday. So Zara expect their clients to wait in for 12 hours for a delivery from a courier that ignores the instruction to leave with porters of our block if there is no-one home.
So now I am spitting because I am going on holiday on Saturday morning and I don't have the clothes, so as Zara customer services to cancel the order and refund the money as we are within the 14 days - but no the Zara phone answerer does not have the authority to do this but they can get a call back within 48 hours from a manager. So now I am looking down the barrel of going on holiday with no clothes because a) I have no confidence Zar