Zara Home Reviews 

Very disappointing experience, especially with the Vincent VAN DUYSEN collection.

I bought several pieces that were supposed to be the same colour, with the understanding that there might be slight variations due to the handmade patina. However, the reality is completely different: the tones are very different from one piece to another, to the point that some of them look like completely different colours. The result is nothing like what was presented in the store or on the website.

I contacted customer service and provided photographic evidence, but unfortunately they were unwilling to acknowledge the issue or offer any meaningful solution.

When you choose to sell furniture designed by a renowned designer, at this price level and with a premium positioning, I expect a much higher standard of execution, consistency and customer service.

I am now left with a set of furniture pieces that simply do not work together because of the significant differences in colour. This is particularly disappointing when the whole point of buying a collection is to create a coherent interior.

Unfortunately, this experience has seriously damaged my confidence in Zara Home’s ability to deliver the level of quality and service that I would expect from a premium furniture collection. If you are looking for consistency and high-end execution, I would strongly recommend thinking twice before purchasing from this collection.

I received a gift card a few years back and never got round to using it. I tried to use it and got various errors.
When I reached out to customer support, they asked me to get the original purchaser to reach out to them.
All in all a poor experience on the platform and wouldn't recommend.

I wish I could attach a screenshot because it would speak for itself. I have been trying to reach Zara Home customer service since 3:30 PM PST, from the US Zara Home website, during the business hours displayed on their own customer service page: Monday–Friday, 10:00 AM–6:00 PM. The chat immediately tells me: “Our agents are currently unavailable.” The phone line is no better: an automated message plays and then the call is simply disconnected. There appears to be no way to speak to an actual person. Since Zara Home doesn’t specify a time zone for those business hours, I repeatedly asked their AI chatbot (probably 10 times) which time zone the 10:00 AM–6:00 PM hours refer to. It was incapable of giving me a clear answer and eventually told me that the website “usually shows the business hours of your location.” Well, I’m in California, it was the middle of those supposed business hours, and nobody was available by chat or phone. For a company belonging to a group the size of Inditex, this is disgraceful. Customers shouldn’t have to investigate time zones, argue with an AI bot, repeatedly call a phone number that disconnects them, and still be unable to reach a human being. This isn’t customer service. It’s a dead end.

The desk comes with 18 pre-drilled screw holes. Nine of them are so badly misaligned that the screws don’t seat properly — the frame goes together under tension and the finished desk wobbles noticeably. No amount of retightening fixes it, because the holes themselves are in the wrong place.

Made in China, of course — like almost everything else. That’s not the problem. The problem is that nobody checked the drilling before it shipped.

For a piece sold on its design, that level of quality control is unacceptable.

Terrible experience. Ordered a wooden shelving unit, got a gym rack instead. Spoke to the customer service bot Noelia, who takes about 5-10minutes to reply. But if you don’t reply within a minute, it automatically closes the chat. What a test of patience! I wanted some kind of service recovery, none whatsoever, it could only offer me her sincerest apologies. Nuts for the price tag you pay. Goods are Made In China too, you’re better off putting your money somewhere else with better service.

AVOID ZARA FRAME AT ALL COST!!!!!
Both frame and glass are made from the cheapest material, the glass will break with a touch and the frames are full of faults

Appalling customer service, poor delivery times and no communication. We waited 12 days for our order to be delivered as it was held at the courier's depot. We called Zara Home numerous times but there was no action or response from them. The most appalling company I have ever had the displeasure of dealing with. Yes, nice products but not worth the effort. Never again !

If I could leave zero stars I would.
If you have any problems, like they sent damaged products or sent a chair with no hardware to assemble it, there is no way to get a human being on the phone. Their "contact form" and chat functions are useless ~ your messages drop into a void. They will email you, but only with a string of useless emails that make absolutely no progress toward resolving the issue. They just thank you for your patience and say that they are escalating the issue to the next level or they ask you for additional photos (product, mailing label, boxes, various angles of everything).

I have sent 18 emails and have not moved the ball forward at all.

They are impossible. NEVER AGAIN!

Zara Home charged my account twice for the same one item. I have been emailing every single day. It’s nearly two weeks and they have not returned my money! It’s dreadful for customers that their money is taken wrongly, yet must be profitable for the company to keep extra money for so many extra days 🫩not honest trade Zara.

After weeks (editing this review) They finally 👵🏼👴🏽returned the second charge with no compensation for all that time and effort getting it back after the huge struggle.

This is the worst company I have ever have had to work with. I wish I had read the reviews before purchasing a mattress here. Not one time did they tell me the truth about anything. They promised I would get the mattress in one week. They made excuses after excuses after excuses. Then they offered to give me an upgrade for all my troubles. They showed up with a damaged, inferior matress then what they promised me. Had to tell them to get lost. I did finally get my refund.

WHATEVER YOU DO, DO NOT BUY ANYTHING FROM ZARA FURNITURE!! PLEASE!!

Baffled. Purchased 6 light cable fittings in the sale for £13.00 each. Light fitting advertised with a shade fitting in photo. I PAID to have these installed, electrician very quickly told me they're not fittings to be used for bulbs because there's nothing for the shade to sit onto. The fittings are made for open bulbs with no fittings like you'd see in a trendy bar. What the hell. Returned all 6. Wanting to contact directly but looks like there's no point complaining! This is the second time I've stupidly ordered from zara home and had to return because of a misleading product.

# Worst online shopping experience I've ever had

I have been shopping online for many years, and this was honestly the worst customer service experience I have ever had.

I ordered a wool rug and two lamps during a promotional sale. The expected delivery date passed without any delivery. I monitored the UPS tracking every day, and it never showed "Out for delivery" or any failed delivery attempt. Instead, it simply stated that UPS was "working to schedule a new delivery date."

I work from home, so I know that no delivery attempt was made. No delivery notice was left, and nobody contacted me.

Then, without any warning, the rug was returned to Zara Home and refunded. When I contacted customer service, I was repeatedly told only that "delivery was not possible." Nobody could explain what had actually happened or why the package had been returned.

To make matters worse, I later discovered that the second shipment (containing the lamps) had also been returned to Zara Home without any notification to me. Again, there was no explanation beyond the same generic statement that delivery had not been possible.

At no point did anyone investigate the discrepancy between the UPS tracking information and the explanation I was being given. My questions were never answered.

The rug had been purchased at a discounted price, and although I told customer service I was willing to wait if they could honor the original price, they refused because the item was allegedly out of stock—even though it still appeared as available on the website.

I also asked whether, given the circumstances, Zara Home could offer any goodwill gesture or compensation for the inconvenience. The answer was simply no.

Mistakes can happen. Lost parcels and logistics problems are part of online retail. What disappointed me was the complete lack of transparency, communication, and customer care. Both shipments were returned without my knowledge, no one could explain why, and the only solution offered was a refund after considerable inconvenience.

I don't usually write negative reviews, but this experience left me with very little confidence in Zara Home's customer service. I sincerely hope they improve the way they handle situations like this, because customers deserve better communication than I received.

poor customer care. AI only

Terrible customer care.
They charged for a delivery even though the order was above 100£.
It was due after 2 days, 4 days later the parcel was still nowhere to be found. The customer care just gives generic useless answers, saying they will get back to me in 1 or 2 days, even thought the parcel is already 2 days late, and refused to refund the shipping cost.
This company is a joke

Wow! No wonder why customer service is being replaced by AI, thanks Lisa for nothing, on 2 out of 3 orders I had the worst experience buying online in this store. I can’t think of any other retailers where I had a worse experience than in here! Inditex, get your act together

**Disappointing return and refund experience with Zara Home Canada**

I am very disappointed with my experience with Zara Home Canada. After receiving an item that did not meet my expectations, I followed their return process and paid for the return shipping myself (I have ordered Zara Home items through the Zara app plenty of times before and returns have been super easy, can drop it off at any store. So I was shocked that I needed to pay for ship[ing to return this item). The item was mailed back on June 24, and I provided tracking information, and it was delivered to the warehouse on July 2. It has now been 22 days of no confirmation email for receipt of refund. Their system says to expect an email within 3 days of receipt of item and then for a refund to be issued back on VISA within 14 days.

I contacted customer service for an update, but the process has been slow and frustrating. Customers should not have to wait this long or repeatedly follow up after completing a return.

I hope Zara Home improves its return and refund process and provides better communication and timely resolutions for customers.

I am not saying "do not buy something from Zara Home", since little products are generally safe to buy, but we bought a large Mirror and two nighttables. We did not like the tables and the Mirror came out faulty. Faulty without having any cracks, but the upper part of the mirror was just bad, causing reflections and bad representation.

Return process:
Initiated from Zara App, what went smooth, but since 1 week no return label or an info how we proceed. Customer service seems like bots, who always answer the same shit. We started 4 chats total and no one could help us or was able to escalate this case. Their standard answer "we forwarded your request to the corresponding department. They will get in touch with you withing 12 to 48 hours". One week later no response and return label. Expensive furniture with the worst customer service.

When I call the Service hotline from Zara Home, they answer me to get in touch with Zara Chat support.... its so bad...

I bought 4 dinner plates from Zara Home in High Street Kensington. They all had a faulty glaze and discoloured when put in water, indicating that they were not sealed properly and were therefore not food-safe. Customer Services online seemed disinterested that I was flagging a sub-standard, possibly toxic product and I had to traipse all the way back to the shop to tell them. Although I got a refund, I have no faith that the safety issue will even be investigated, let alone the product recalled. A terrible attitude to customer feedback and customer safety, and not the first time I've been let down by inferior products from Zara. I won't shop there again.

For the first time, we bought 2 sheets at Zara Home for €100. The bottom fitted sheet was not very deep, but did fit on our bed. The top sheet sizing was odd. It was extremely long and not wide enough to go across a double bed, so we had to turn it sideways to go across the bed. The fitted sheet lasted one month before literally coming apart at the seams. Worst quality sheets we have ever had. Most of our quality sheets last years. Worthy of dollar store quality. The store was an hour away and I did not think they would even take it back as I figured they would just say it was our fault. Anyhow, due to the odd sizing of the top sheet and the useless fitted sheet, it was an absolute waste of €100 and I will never buy another product at Zara Home.

They have beautiful things and I would buy there all the time, but the customer service is just awful. It's been four weeks since I ordered about 1400 EUR worth of products to France and nothing has arrived and my requests for help are ignored. When the three week delivery window had passed I wrote and they told me the shipment would arrive "in the next days". When I asked for details and explained that nothing had arrived they just completely ignored my messages.