ZARA Reviews 

1 star bc there isn’t any less
The Sales people at the Zara at the Galleria are the rudest I ever dealt with
They apparently forget we are the Customers & They are the Workers
We have businesses & teach employees
Customer always right!!!! & extremely Hateful to Younger customers (13 & up)

Dear Zara Customer Service Team,
I am writing to express my dissatisfaction with my recent experiences using your online shop.
Over multiple orders, I have encountered repeated issues including delayed or unclear delivery updates, difficulties with returns and refunds, and an overall lack of reliable communication regarding order status. These problems have made the online shopping experience frustrating and inconsistent.
At this point, I have lost confidence in your online platform and I will not be placing further online orders until there are clear and sustained improvements in the professionalism and reliability of your digital service.
A modern online retailer should be able to provide a seamless experience from checkout to delivery and returns. As an example, companies such as Zalando demonstrate how this can be done effectively, with transparent tracking, efficient returns processing, and generally well-rated customer support. Their model shows that a smooth, customer-focused online experience is absolutely achievable in this industry.
I hope you take this feedback seriously and invest in improving your online operations to meet the standards customers now expect.

Awful experience, undelivered order, have had to chase and chase. Refund so far for missing parcel but having to fight for delivery refund. No genuine apologies after nightmare of dealing with customer service, just copy and paste platitudes. Won't order again..... Still spending valuable time on this!!!

Zara has terrible customer service and product quality. I tried to return one pair of pants 4 days after the 30 day return window and they refused to accept the return and wouldn’t even allow a store credit or a product exchange! I would understand if I was trying to return something months later but this was literally 4 days! The customer relations person on the phone was completely dismissive. Not sure how they manage to keep any customers. I will definitely be supporting stores like Mango and H&M instead where I’ve never had any issues.

The product quality is also poor. I ordered the same pair of pants in two different sizes and the smaller size was a good inch longer than the larger size.

I went to the cashier to pay and she asked whether i wanted a bag and she js kept rolling her eyes. She was a very rude cashier. After that i paid with card and she handed me a bag when i didnt ask for it. I said you literally js asked me if i wanted a bag and i said no. And she was just acting dumbfounded and she didnt know what to do. The customer service is alright its just that cashier girl is so rude i swear she kept rolling her eyes. The worker beside her was so jolly so i was disappointed why i didnt get the same treatment. If workers made a mistake, they shouldnt act confused and legit ask the customer what to do after u legit charged them for something they didnt want u should freaking know what to do idiot.

Zara Guildford Kids Section

Very rude and arrogant person in charge. She might be a manager or a supervisor as she’s not wearing the usual uniform. She was there holding an ipad checking something. She’s a blonde lady, wore lilac dress on the 26th June 2026 around lunchtime.

I asked her kindly regarding my daughter’s tote bag which contains around 6 books that was missing/lost around the store particularly kids section, that she couldn’t remember where exactly she placed it. I can’t believed how she responded, and was so arrogant by questioning me if I know how many costumer they have!? Is that a kind of response and how you dealt with your customer? That was after I told her if I can leave my mobile number incase someone find it or someone will hand over it to them. Taking contact details is a normal procedure in most store for a lost and found items. She’s not only very unkind but not very helpful at all. She didn’t even bother to look at their lost and found property, nor check behind the counter or ask her colleagues just incase someone hand it over to them. She continued what she’s doing and ignored. It’s so ridiculous how this lady work in Zara with such work ethic!!! I don’t think she knows what costumer service truly is. She doesn’t deserve such position with a very disgusting behaviour towards the customer. I was truly shocked and very much disappointed how she handle such situation. She shouldn’t be there if she doesn’t like being approached or asked by a loyal Zara customer. I love Zara clothes and I live just around the area, but such behaviour is truly UNACCEPTABLE!!!

I hope the company will do something and will have a proper costumer service training program.

VERY VERY DISAPPOINTED!

Appalling quality, first time I washed a new top ALL the buttons fell off! Customer service was terrible, just offering me to send it back without replacement. I recommend looking elsewhere for your money.

I am extremely disappointed with the level of customer service I have received regarding my return.

My return parcel was collected from my Melbourne address on 9 June, and today is 26 June. Nearly three weeks have passed, and I still have not received any update or my refund.

Every time I contact customer service, I'm met with AI-generated responses and repeated promises that someone will get back to me, but nothing ever happens. I have also requested copies of my chat conversations and have been refused, forcing me to take screenshots of every interaction as evidence.

A return parcel within Melbourne should not take three weeks to reach your warehouse. At this point, it appears the parcel has either been lost or there has been a serious failure in processing my return.

I have just been refused to be served in the London Victoria store for being a white woman. I was in the que with a few people as the sale is now on it was busy on the tills. A store assistant opened a till and called the man behind me to be served, when myself and him said we are not together and I am next in line, she refused to serve me and called him again. I then waited confused, then approached her only to be refused again. I asked to speak to a manager of which she tried to say was her. So I asked for someone else. I then spoke to a actual manager as it was clear she had a problem with me, (she was wearing hijab and I am not sure of her nationality). This is not acceptable behaviour and a clear act of discrimination.

A dress I planned to wear for a special event was damaged upon trying on. I was very upset as I really liked the dress. I contacted Zara and they shipped me a replacement upon seeing the damage on the dress. The replacement dress then arrived 2 days later and is in perfect condition. Customer service, shipping and quality were excellent.

I am writing this to formally highlight a severe lack of professionalism and operational integrity at this location.
​Yesterday, my partner and I selected several items of clothing. We were explicitly assured by your staff that these items would be secured on the hold rack until today to coincide with the sale. Relying entirely on this professional commitment, I returned to the store today, June 25, at 10:00 AM specifically to finalize the purchase.
​Upon arrival, I was informed that the staff had completely disregarded the agreement and returned all of our items to the general floor stock.
​This is an unacceptable breakdown in basic customer service and staff accountability. If your team is incapable of managing a standard hold system or honoring direct commitments made to patrons, it reflects incredibly poorly on store management and training. This experience was a flagrant waste of my time and a demonstration of complete indifference toward customer loyalty. I expect significantly better oversight from a brand like Zara, and I strongly advise management to review their staff's adherence to store policies.
​Conclusion for Corporate Review:
What is most alarming is that this isn't just an isolated customer service complaint; it is a direct reflection of lazy floor management and broken store logistics that actively actively drives away revenue. By failing to honor a basic, confirmed hold, your staff took a guaranteed, high-value transaction and threw it away. If corporate management wonders why brick-and-mortar retail loyalty is dying, look no further than this location. You didn’t just lose a sale today—you have permanently alienated a customer who will now actively spend their money with competitors who actually value operational integrity.

If I could leave no stars I would. I had a $200 package stolen off my door step. When I contacted Zara regarding this I was told on a recorded call that I would either receive money back or the item would be resent to me. After two days I did not hear back. I contacted them again to see what would be happening regarding the stolen package and was told nothing would happen and to contact police regarding the situation. I did do that. They didn’t care for the file number from police or to look into it any further. I asked if there was someone else I could speak with or email and was told no. I get if they don’t do refunds for stolen packages, however you should not have employees say that I will for sure either get a refund or the item re sent to me on a recorded line if that is in fact not the case. They told me I would get a refund and then didn’t deliver on that statement.

I generally like Zara for years as they have loads of classics and for every age 😉 clothes. Ok...some are for very skinny ladies, hardly covering anything (read: too short). But when it comes to sale it is nightmare. As soon as App works again, all sizes of "popular" or even not products are surprisingly sold out. And then you find them on Ebay and other websites for ridiculous prices, usually for sale by seller who has ALl sizes available. Very unfair policy and politics. Shame on you ZARA!
Rgds, Anna

If I could give less than 1 star I would!..... EXTREMELY FLAWED RETURNS SYSTEM. I'm beyond disappointed with Zara.com.... I ordered quite a few items from Zara.com of which I kept. X2 of my ordered items were FAULTY. Poor manufacturing so items are unwearable. Next day after receiving purchases I started the RETURNS process, simple enough. However I was shocked that you were unable to return it yourself with an address, you HAVE TO use their collection service only. This would be great IF they weren't charging nearly 20euro for this..... this is more than one of my items purchased. UTTER MADNESS, especially as these are two tiny lightweight tops which would fit in an envelope costing 5euro max had I'd been allowed to send them myself. DISSGUSTING...... On to my next issue, I respected the process even though I feel I should have a FULL REFUND FOR FAULTY ITEMS.... my items have been left with all required paperwork in plain sight with a huge sign on them next to our post box for.... 3 WEEKS... WTF. I have spoken to x4 bots x4 agents on separate occasions regarding this same PROBLEM... apparently the case has been escalated x3 times now.... this obviously means jack s**t as it's STILL NOT BEEN COLLECTED. Absolutely appalling behaviour/system from such a well known company..... Before anyone suggests - NO I can't return to Zara store as the small island I live on does not have a Zara store.

It is now 23rd July and STILL nothing has changed. ZARA HAS NOT COLLECTED, ZARA HAS NOT REFUNDED, ZARA WILL NOT GIVE ME AN OFFICIAL COMPLAINTS DEPARTMENT, ZARA HAS NOT IMPROVED ITS SERVICE.

24th July - looks like its been collected. crossed fingers the refund is a lot quicker!

Total disappointment purchased clothes for my husband birthday try to exchange 2 items for bigger size I did not realise that clothing had to be returned within 30 days I was told that I could exchange or have my money back return policy not clear the manager came and said you can sell them on EBAY😡😡 great customer service

Ordered a dress for delivery at Sainsbury's. Never got a code with QR. Used the chatline twice to no avail. Hopefully I'll get my dress or refund soon
Can't believe what the service is like
Won't be shopping online again with this Company

A Zara package was recently delivered by courier and left on top of my mailbox, which is in a bank of boxes on a public road. As I was not home for another day or so, the package was taken. I called customer service and they said they can't do anything about it--no refund or issuing another package to be sent to replace the items. All other couriers leave packages on my doorstep. I am out a few hundred dollars and they lost a good customer.

Return policy is not clear. It states that you can get a refund withing 30 days. There is no mention about exchanges or store credit. Staff was unprofessional and undermining. Zara of Palisades please avoid it if you can.

I ordered just under £900 worth of clothing and almost £400 worth of the order was missing. I received items I didn’t order and some were dirty. I have been trying to sort this out since November. Zara have been absolutely useless, communication is terrible as it can only be done via online chat. They advised I would receive a refund for what was missing from my order when I returned the wrong and dirty items, and the items I didn’t want to keep. This didnt happen. I went through my credit card company to get a refund but Zara have completely lied through their teeth and I’m almost £400 out of pocket. I will never order from Zara again.