ZARA Reviews 28

22 July 2025, ZARA Centro Comercial Colombo, Lisbon.
Purchased an item (art. 0387/151/250) with a manufacturing defect. I requested a return within the allowed period, with tags attached and in perfect condition — but it was refused. The senior sales associate refused to provide her name, raised her voice, and made no effort to help me communicate, despite knowing I don’t speak Portuguese. This level of service is unacceptable for an international brand. An official complaint has been filed with Inditex Head Office and regulatory authorities.

No problem with the merchandise.. the problem is with staff. You can't choose the size because the salesperson said she fixed the clothes already. How can you choose your size if you cannot check it? First time encountering a very rude person. She even grabbed the pant back. Well, if you don't have patience dealing with customer, better get a job as a cleaner so she doesn't see or talk to anybody. So very rude!

Great, no complaints

I bought several items on the 28th of December. The order got to the pick-up point in time, but for some reason, it was rejected (still a CTT point, already checked). Instead of getting an email or any sort of notification, the order set out to return to its origin. Whatever, until this point, "bad luck".
Now, the order went back to origin, but ironically the carrier couldn't deliver, and stated "The address was incorrect". So now I'm struggling with an order that left PT to ES, 12 days ago. Of course, I gave up already on the items (that no longer have in stock), but the company is still not paying me back my €130, waiting for a —missing order?— to re-enter their warehouse. Customer support begins with a very limited bot, only to pass you on to a very limited person (3 different people so far) who only know how to copy and paste their standard and programmed answers. "It's on its way to the warehouse" — No it's not. I would define CS as non-existent. I've been buying from the brand for many years, but these situations on the PT platform force me to avoid Zara at all costs now. A real shame.

Bought a pair of pants at Zara Portugal, washed once at 30 degrees, and they are totally ruined. Item number: 5520/210/802. There are holes in several places and seams that have come undone. I cannot recommend these pants.

My Zara pt order was not delivered even though I tracked it to the local delivery company. I tried to contact Zara without success so I went to my local Zara in Mar shopping centre. The got in touch with the delivery company who said they couldn’t find the address and when I told them I had a delivery the previous day they said it would be delivered that day. I have still not received it.
I will not be buying from Zara.pt again.

I do buy a lot in Zara online, and it was quite simple back in the days, things would arrive fast and clean. lately i've been experiencing some odd things like items that arrive all dirty, which makes me think who on earth Zara have working in those warehouses that think is normal to send an article like that, but to get worst, three times I've contacted the customer service oneto complaint a pair of pants that had defect, they solved it quickly and said we will exchange it, I said ok, as I wanted the pants... 3 weeks later no pants... so they just refunded and no exchange. it was bad because I could have bought the pants again, but due to what he said I waited and then no longer pants avaiable.
second situation I bought a jacket in black friday with discount, the jacket arrived and was miserable as they mixed it with something with white hair, so looked like someone been sleeping with a jacket and a white dog. I contacted via chat the customer service, explained the situation with photos, they were very kind and apologetic, I said I want to exchange as I bought it with discount, they said of course, he will ask to pick the item up and exchange. next day they pick it up, but I got a mail with return, Ive contacted again by chat and i explained all over again (the chat was having big issues those days where you could no write, then would close up all of a sudden, then was another person, so it took me lik more than 1 hour each day to manage to explain over and over the thing), they said dont worry, the jacket will be exchanged.... ok when they say what you want to hear then there is no point in insisting, 2 days later still no news about a new jacket coming over, i contacted again via chat, as i booked to someone to call me, was booked but they never did, and again they told me the same thing... conclusion my jacket was refunded and i never got the exchange.
third situation, yesterday I got a white jacket, that have parts of it that are black of so dirty, like they were dragging it in mud or a dirty warehouse floor, my first question was who the heck places this like this in a box to customer that paid?? second I tried that they call me, and it lets you fill everything but then when you have to put the day... there is no days avaiable... never. what a joke, so here i go again by chat, it was quick and simple, again very apologetic, and yes they will pick this jacket and exchange it, i asked three times, please Mariana make sure this will happen, she said dont you worry, it will happen... too funny, this time they didnt even sent a mail with the pick up, and worst, the jacket is at my app as I have it and im pleased with it. This makes me infuriated... Am I a clown here for the Zara customer service??? they have fun like this? Beside trust pilot im going to make a formal complaint against Zara, and my opinion is, either you are paying too little to persons at the warehouse and at the client support and they are not giving a damn about the dammages to the brand, or you are just want to make money, now even with second hand cloth, and stopped being the brand you used to be. the future is not buy Zara, as we clients make the brand. Next step for zara must be a platform to sell get your new clothes as dirty as we can send it. wow.
ZERO to support, Zero to the people that work at the warehouse that obviously dont care, Zero to the publi relations of the brand that have zer care for the ones who pay their wage.

Update: the next day as I didnt get any mail, I reached customer service again via chat, and luckly I got the same assistant that had me before and asked why I didnt receive any mail talking about the colect and exchange. so this time she did it and they pick up the dirty item and now i got a message at the app saying the jacket is going to be exchanged... so lets hope

While i do not love the app experience, the information is clear and the entire shopping process went without a hitch. Item as described, albeit a bit flimsy. Received my item nicely packaged and a bit earlier than expected. Will likely purchase again!

Online return not accepted in store! Quality claim not registered by the employee.

Worst website and app ever to navigate and use. Not customer friendly at all, no options, wrong information, deceiving information, horrible layout, horrible options, slow, contacts are impossible to use, simply their call me back option, does not work, tried to use it still waiting for a phone call, not even the hours they allows us to choose they can keep. Simply the worst experience ever. Seems more like a copy website used for scams than the real thing. No one should ever have to deal with such a horrible interface.