ZARA Reviews 21,378

Absolutely frustrating experience. I spent over 1 hour trying to place an order on the Zara app and still couldn’t buy anything.
Every time I tried to log in or verify my account, Zara sent a code to my email. But the moment I left the app to check the email, the Zara app reset and I lost everything, forcing me to request another code again and again. It became an endless loop.
To make things even worse, the exact same thing happened when I finally got to payment and had to verify through Barclays. As soon as I left the Zara app to complete the bank verification, the app reset again, meaning I had to start over.
For a company this big, the app experience is honestly terrible. Shopping should not be this difficult. I ended up wasting over an hour just trying to give Zara my money. Extremely disappointing.

I would like to commend Samia (Simia not sure of the spelling) at the Kingston Zara store for her outstanding customer service.

I was looking for a specific top and matching bottoms, and Samia went above and beyond to help me. Despite it being a very busy Saturday, she took the time to thoroughly check the shop floor for the items I was looking for and was extremely helpful throughout my visit.

Samia also assisted me in cancelling an order I had previously placed for collection at another store. By doing so, she enabled me to purchase and collect the items in Kingston, where I live, rather than having to make multiple trips across London on different days. This saved me a significant amount of time, travel, and inconvenience.

Throughout the entire process, Samia was professional, knowledgeable, patient, and genuinely committed to providing excellent customer service. Nothing seemed too much trouble, even during such a busy period, and her willingness to go the extra mile made my shopping experience seamless and enjoyable.

Samia is a real credit to the Kingston Zara team, and I would like to thank her for her exceptional service and dedication to helping customers.

I totally love Zara clothes but the shipping sucks so bad!!! I was supposed to get my package today but never did now it got pushed back. My package was never even dispatched but still got a confirmation number. The customer service sucks also can't even talk to a real person you're talking to a AI agent instead. This will be the last time ordering from Zara I'll buy from the store now on

I am very disappointed with my experience.
My order never arrived, and instead of resolving the issue quickly, I was told that I would need to wait an additional week for a replacement. I find it unfair that I am effectively being penalized for a problem that was not caused by me.
When a company fails to deliver an order, customers should not have to accept further delays to receive the item they already paid for. The handling of this situation has been frustrating and disappointing.

Unfortunately, this experience has left me with a poor impression of the company’s customer service and delivery process.

I am extremely disappointed with the handling of my in-store return at Zara (Theatinerstrasse 7, 80333 München)

I returned an item in the store, but I was not given a return receipt by the employee. As a result, my refund has not been processed, and the transaction cannot be found in your system.

I have already contacted customer service and even the store management, but I am only receiving generic responses and no real solution. Despite confirming that the return took place in-store, no one is taking responsibility or resolving the issue.

This situation is unacceptable for a company of this size. A simple return has turned into a stressful and unresolved problem. I expect Zara to properly investigate the store transaction and issue my refund immediately.

What a shame t-shirt quality is poor, just wait for it to be smaller after first wash

I bought some brown and white polka dot linen trousers back in March, and only recently wore them out. However, after just ONE wear the colouration on the inner thigh area has gone discoloured with a white scratchy mark on both legs. I complained to Zara and a refund was not possible due to the returns policy expiring in April and they refused to offer a store credit. I am so disappointed in Zara, you would think for the price they charge that the quality of the clothes would last more than one outing. Won’t be shopping here again!

I purchased a jacket from Zara for $175. The transaction was completed, and the barcode was removed. Later, I returned to the store wearing the jacket, which triggered the security alarm. At the staff's request, I cooperatively removed the jacket and provided my receipt to clarify the situation.The store assistant took my jacket to the back to inspect it but could not identify the issue. I was told to leave the jacket there for a week. When I requested a temporary replacement while they resolved the matter, my request was denied. Despite providing the receipt, the employee stated that they must follow a specific process to validate the purchase first.
Here is my main concern: I have already paid for the goods, but now I am told they are being held for verification. If the transaction cannot be processed immediately, why has a full refund not been issued to me straight away?

I purchased a top in store that has roses on it. I wore the top once and nearly half the roses came off within 2 hours. I contacted Zara within the time frame and explained I couldn’t go back to the store as it was 1 hr 25 mins away from my house and could I return the item another way? Zara are refusing to give me another option saying it is their policy to take items back to store despite how far away the store is from me. They closed my local store and the only reason I was in the other store was because it was my birthday. I’m never in that area usually. I’ve tried to explain their policy does not supersede my statutory rights but they are still refusing. Their customer service both in store and through WhatsApp is one of the absolute worst I’ve ever come across.

Worst customer service-- I wish i could give zero stars. Since the last 4 days their website is saying my parcel is arriving. Today i called the call center and the guy sounded tired and sleepy and I could not undersstand half the things he was saying (so annoying). Anyways i asked him about my parcel and he said its looks like the delivery company cant find and wwe will respond to you in 48 hours. I informed him in 48 hours i will be on my vacation. he had no answer for that. So were is my damn parcel ZARA.

For a store with great clothing styles, the online store is beyond poor with regards to customerservice. The customer service rep, "Jay", is barely understandable on his phone and therefore completely useless, as is their overall return policy. They will not provide money back for 15 days after not picking item up. Jay promised "tomorrow ", but I am doubtful.My next call is to Visa fraud.

If i could i would give zero.
Online experience was horrible.
A baby item i wanted was for sale in stock so i bought it- the. The horror begins… it keeps saying product being packaged for weeks, then almost a month goes by , obviously they had sold out but scammed customers by still selling on line before marking out of stock/ so instead of refunding my money promptly they decide to ‘keep ‘ it and let me complain at least 1000 times and each time they say the refund is in progress…. So at the end my credit card company refunded me because 2 months without a product is called a scam. Zara never even apologized. What an a&$ 🕳️ company… i think in 2026- they should rethink about shipping and refunds … i mean to be honest its not even a refund because they didnt have the product to send to me! So why they kept my money? For months? Have no idea… 🤷🏻‍♀️

I bought a pair of jeans, size was way too big. I took back to store to try and exchange for smaller size but my size said “coming soon”, they said to keep them and exchange would be easier. When I went today they said I was out of my return/exchange window of 30 days. Which I hadn’t had them for 39 days but they said the 30 days start when they ship. Basically told me there is nothing I can do. My 30 days was up by one. I will NOT be ordering anything else as they aren’t cheap to have that kind of customer service. I had unused product with tags and receipt.

Cannot recommend this place. Wife purchased an outfit and the pants had holes. She brought it back to the store which did not have her size available. Her size was available online so she asked to proceed with the exchange. We were then notified that we would be required to either pay for shipping, FOR THE EXCHANGE OF A DEFECTIVE ITEM, or come back to the store in 2 weeks to pick it up. No option to waive the ship to home fee, considering it was a replacement due to selling a defective product.

Need to take some customer service lessons from brands that actually do it the right way. Another store added to my list that I wont purchase from again solely due to customer service, or a lack thereof.

Vile Company, what they did to that young British Girl is disgusting. Total Boycott

Ordered next day delivery only half the items turned up so they the charged me an additional £3 for the item to turn up , the fact that this was a set only half turned up. I then called up and spoke to their call centre in India and the customer service was horrendous! The quicker AI is implemented the bette to remove these call centres

Absolutely terrible customer service. My package was delivered to the incorrect address which happens to share the same house number as me. I called the customer service who informed me they would investigate and reach out with an update. They did not reach out to me for information. I called back for an update to learn they closed the case and determined it was delivered to the correct address. I can provide proof that it was not in fact correctly delivered to my home. Customer service refuses to escalate the call to a manager or submit for a reinvestigation. I’m just supposed to be out 500$.I will never purchase anything from this company again. Greedy ass corporation who uses cheap delivery services and screws over their customers.

I wish I could give a zero star review. I called customer service as soon as the call center opened to cancel my order and they still said that the items were in the process of being packaged. This was not the same as the status update which said that the order was still in the first stage before packaging.

I called back to speak to a manager and the man on the line was even worse making me wait for long periods of time to say he could not fix my problem. I did not think he cared or that the woman who helped me previously cared either.

I went into the MK store on the 20th May,near to closing time, I picked up some cloths to try on and went to the fitting room. The assistant put the clothed sigh over and said We are closed really abruptly, she was so rude I could not believe it. I then went to M&S and got chatting to a shop assistant about it she said, they are well known for their rudeness.

Worst website I have ever shopped at. Please keep it simple and less trying and o be different . Never worked for any company