ZARA Reviews 21,385

I am a customer of zara forever now. I absolutely love shopping there only to find out that i went into the Bristol Cabot circus store to be treated with no respect as a customer and spoken down to by the manager who was from far trying to help me. I accidently picked up my partners receipt only to travel over an hour to return my items to find out that they cant help me and they cant do refund. Could not even find my receipt online and they occused me that i am the only customer and that never happend to them before. Although is clear from my bank statement that i shopped there and they couldnt help me. Manager was so rude she just kept walking off! Never again and i certainly dont want to see her face again. I work in Sales and this is not how i treat customers and how they should be treated!!! Horrible experience all in all.

The worst! I purchased a cute t shirt at the store. After one wear, it got a hole in it. I went back to the store to exchange and they wouldn't do the exchange because I had cut off the itchy tag. They said I had to call customer service to do the exchange, so I called customer service. They said they wouldn't do the exchange, would not connect me to a supervisor and then hung up on me! I'm kind of in disbelief. What kind of store doesn't stand behind their flawed merchandise? I really enjoy shopping at Zara but this is the worst customer service ever!

Tried to contact them, but they keep throwing me out of the chat

My skirt ripped after the first wear. No dancing, just sitting around with family. Large tare in the side. The size was fit, appropriate, not that tight. I didn’t realize it was torn until the end of the night when a family member was poking at my panties u derneath in the whole that was make. I would add a photo if I could

Zippers on Zara clothing are absolutely terrible, so flimsy, I always size up zippers always break and Customer care are a joke

Do not buy online!! Large order delivered to pick up point. Pick up point don’t have it. Zara not interested. Don’t have items but can’t get refund. Live chat is a joke. Wont buy another thing from Zara. Appalling!

Worst costumer service ever. My package was delivered to the wrong address yet all I got was proof of delivery pics…to the wrong address!! Customer service response was that a response would be provided after three days, then AFTER I scoured my neighbourhood for it (so much for home delivery) was “nothing we can do”.

Zara terrible service I shocked for the first time reading all these bad reviews and experiencing there bad service and can’t even get hold of Zara to help with my issue es with them I ordered a dress to be delivered at a drop of locally was emailed it had been delivered to the drop off point went to collect it no code to get in there after several attempts I contacted a help phone number to find out what was wrong only to be told lots of problems with Zara always happening Zara did not give them an email contact for Royal Mail to be able to send me a code to get into there drop of therefore I couldn’t pick up my parcel I contacted Zara only able to through there chat which is useless and cuts you off finished chat have a good day Zara did send me an email a bit later courier is unable to deliver your parcel what s this I can’t get my parcel from the Royal Mail Drop off it’s Zara’s fault I can’t and they keep sending me emails reminders your parcel is still at drop point and you haven’t picked it up royal mail have informed me it will be eventually taken back to Zara they can’t help me because Zara did not send them info for Royal Mail to tell me the code to get my parcel from them il never use drop off for Zara ever again they have really gone down hill badly with customer service and trying to contact them is an absolute nightmare they don’t want to know you or help

I wouldn’t even give Zara customer service one star. I returned an online order in store on 4th April 2026 and constantly told by the WhatsApp chat that it’s been dealt with/ damaged on return, escalated and wait for 72 hours constantly.

Not sure if this would make any difference but here we go!

I placed an order, checked out as a GUEST, manually keyed in my home address I lived for the past 10 years address.

I received confirmation that order was delivered to an address of my old workplace i left over 13 years ago.

The company closed down years ago, the buidling is sealed and on sale. The genius delivery company simply left the package on the road by wired sealed temp gates.

Fun par is - Zara contact is only through whatsapp AI.. then escelated Whatsapp army of supporters who are asking 30 times the same questions and forwarding autopopulated answers..
Still waiting...
Just appauling..

If I could give a zero I would! Ordered two blazers online one of which was on sale. After taking my money I was then told the sale item was unavailable over a week later.

I went to the store to collect my remaining blazer to find it was no longer at the store, and the sale item that I was told that was unavailable was now in store at full price which shows they care nothing about the customer experience.

I emailed customer service for a refund and to complain about my experience, I was given a refund and then they ended the conversation before I could finish telling them about my appalling experience. For context, I work in client service and I would never be rude to someone doing their job so I was shocked when this happened.

Shocking service from start to end. Zara will never EVER see my money again.

I have very bad experience with you.I returned you cloth,because it didn`t fit me.I used your qr code for return,sent it to you and now you ignore my issue.More than a month passed since return.I contacted with you many times.order 54658998664

Hello everyone, I'm currently experiencing a very frustrating issue with this store. I returned my order exactly as instructed, and the tracking information shows that the returned items were delivered and received more than two weeks ago. However, I still haven't received my refund.
What concerns me even more is that whenever I reach out to customer support via chat, the conversation is closed almost immediately without any meaningful response or assistance.
Has anyone else encountered a similar problem with this store or experienced significant delays when waiting for a refund? Any advice or shared experiences would be greatly appreciated.

I used Zara for the first time as my daughter uses them & I'd seen a top I liked. I ordered the camisole tops it was really pretty I wore it on the Saturday to watch my mum in her choir. The strap over my shoulder snapped at the point where it was attached it was satin/silk super frayed away I was really dissapointed as I'd heard Zara was great quality! I emailed customer services & explained what had happened they were super professional and sent me out a brand new top ! Really great customer services I'm absolutely made up you usually have to battle for things like this they were very very customer centered & they didn't dispute or argue or anything it was just super professional & gracious & kind ! Im over the moon with how hassle free they made my experience.
Thankyou thankyou
Miss Alison Payton

If I could rate nothing I would - appallingly bad customer service. Delivery missing, no proof of delivery or photo can be supplied by Zara and they say they can't help further. They can't even confirm the delivery company - the tracking says Amazon apparently but no other information or proof of delivery. Do not buy online from Zara.

Terrible live chat customer care. Long delays between chats, responded like a robot yet assured me he wasn’t a bot, unable to think laterally or solve basic problems. I resolved the tech issue while on the live chat because it was so slow.

Appalling customer services, they don’t want to help you. I received faulty goods and no offer of postage reimbursement or replacement. Truly shocking!

The St Paul's returns system is a joke. Bear in mind people use their lunch breaks to shop so having a 20 deep queue with only 2 serving is not logical especially when you see members of staff walking around doing nothing. Would it hurt getting an extra person during your busiest time!

Zara should use REAL people not AI to respond!! They promised to reply to my problem and did not, I then had to repeat the issue five more times to five different AI generated morons! Worse customer service ever!!! and they say is the way forward!!! What a joke!!!!

Paid for guaranteed next day delivery as needed things fast for a holiday, after 3 days of the parcel not arriving I tried to contact customer services via Whatsapp and Chat both were useless, told me my parcel was ready for collection at a drop point but couldn't tell me where the drop point was. Really poor when you cant just speak to a customer service adviser. Eventually arrived later on day 3, but wont get a refund on the extra postage charge as impossible to talk to anyone. Wont be shopping with them again after being a customer for over 15 years.