ZARA Reviews 21,378

First time ordering with Zara and Oh my god, never again!!

Do Zara make returns impossible on purpose to improve sales!!! Website doesn’t load drop off points so you cannot complete the return request and the online chat is slow and have not resolved my issue.

Stuck with a few hundred pounds of items I don’t want. Have a feeling I’m going to be completely inconvenienced and have to travel miles to return to a store.

Will never purchase from here again.

HORRIBLE customer service. I’ve been shopping with Zara forever and never had to deal with customer service until now. They delivered a package outside of my building in the middle of SF and it was stolen. I called multiple times and every time it was “sorry, nothing we can do.” So now I’m out $500 after spending probably $10K/year with them. So done.

I sent 2 emails to the complaint department to complain about the shockingly poor quality of a T-shirt I purchased. Neither received any kind of acknowledgement. I then used the chat service which was initially a bot but after typing speak to a human 2-3 times I got a person. Despite my having mentioned that it was a 120 miles round trip to my nearest store she insisted the only way to get a refund was to visit a store. She was not interested in seeing any photos to back my complaint or of the receipt. I was refused to be passed to a manager and essentially the chat was ended by the operator not myself. When I eventually visit the store I will be taking the T-shirt regardless of whether my 28 days has expired and insisting on a refund. I will never shop at Zara again

Trying to return items to Zara on line is proving a task. They can’t seem to send me a returns label. I have spent half a day on line “chatting” to a bot. They keep sending me confirmation of return but a label never arrives. I have now driven to Zara and paid parking to return everything. The whole process has been extremely time consuming and frustrating. I will not be using Zara website again. Staff although helpful eventually, couldn’t even offer a smile or apology!! Disgraceful customer service.

received the wrong item. I’d like the correct order resent, and I shouldn’t be responsible for additional shipping costs since this wasn’t my error

I received very poor customer service from Zara at Fairview mall by the manager Mustafa Baki . The manager was racist and made me feel not welcomed in the store. I was only trying to return an item I purchased a couple of days ago but was denied return. This location and horrible and to receive this bad service from a manager is another level of bad service.

Zara Silverburn Glasgow, I was served by a horrible member of staff named Gigi, who made me feel stupid as the self service wouldn’t pick up my item. She attempted to prove me wrong multiple times and then eventually sold me the item. Her attitude was frankly disgusting and I would not return.

Unfortunately have never looked at Trust Pilot for comments on Zara before but am shocked by the amount of bad reviews given the size and popularity of the brand! For the second time recently the sizing suggestion for an item has been wrong which has resulted in me paying for postage for the item to be delivered and then paying for it to be returned. I have just requested an exchange on a skirt which originally suggested a size XS so that's what I ordered - it is now suggested a S! These costs will now stop me ordering anything further online.

I had a very disappointing experience with Zara's customer service regarding a delivery issue. My order was marked as delivered, but the proof of delivery image provided did not match my actual delivery location. The photo showed some mailroom that the package was left in. I do not have a mailroom. I disputed this with Zara Customer Service and provided proof that the image did not match my shipping location.

The issue was not properly investigated and was essentially treated as a completed delivery based only on tracking status. I was told that maybe I should go door to door to try and find it. What kind of customer service is this? You can only communicate through a chat or via phone and they refuse to escalate this issue appropriately.

I unfortunately do not have a zara store close by so I made an online purchase.

Apparently this is a common issue with Zara. They are not completing deliveries because they are using carriers with poor ratings. And as I am seeing, refunds are not being completed when you return an item via shipping. I will never order from this company again.

Buyer beware if trying to purchase and return online. I am extremely frustrated and disappointed. Honestly, I feel robbed, considering how common this issue is.

So currently, I am still without my order and now having to dispute this charge with my credit card.

I ordered perfume at the end of February on line. Zara confirmed order and sent a text apologising as order would be a few days later than originally stated.
I have received no goods. Computer chat told me to be more patient!!!
Emailed Zara. Emails have been sent but no response.
What can I do. £30 gone forever!!!

I would give no stars if I could, I have never come across a company with such a poor refund practice. I followed the correct steps to send my purchase back to be fighting to get my money back because of an error with the warehouse. I have never known a multi-million company have such poor communication methods it is appalling, not only are they breaking rules under the Consumer Rights Act 2015 they are withholding people’s hard earned money, I will never use Zara again and that is sad to say 😞

If I could give 0 stars I would. Absolutely shocking customer service. Ordered some items which never arrived, no update or explanation from Zara; it took 3 attempts for them to finally admit they weren’t shipping the product and I could have a refund (oooh thanks for giving me my money back for items NOT received). However I now have to wait 10-14 days for my refund, despite Zara having had it for the past 10 days and still couldn’t be bothered to ship my products. Absolute joke of a company - it buying from them again. Buyer beware - steer clear

terrible customer service at the leicester store , even with a email receipt from a friend as it was a present, they wouldn’t refund me as she obviously didn’t give me her card !!
i said i would settle for a gift voucher & guess what no vouchers , i’ve had trouble returning things before! so bad , please be warned when buying gifts for a friend!!

Terrible customer service.
Ordered a few items that I needed for an occasion, delivery should have been within 2 days. Order was sent via yodel and they have now had my parcel for a week and not attempted to deliver. I’ve contacted Zara customer services who are appealing, no concern that I needed my items for an occasion, wouldn’t offer any support until they had investigated with yodel, told me items were out for delivery when the yodel website clearly shows they have my order but it hasn’t been dispatched for delivery. Asked for a replacement order to be sent and Zara deal with the other parcel via yodel this was rejected. I am now left with no time to sort an alternative for my occasion and Zara just keep emailing me ti say they are working to resolve. I am highly recommending you do not buy from this company, clearly if you have a problem they do not care about their customers and will not support. Shocking service from such a well known brand who I have used a number of times previously and would now never shop with again. An absolute disgrace

I purchased a pair of black long-ankle Chelsea boots from Zara for ₹6,500 around two months ago, and honestly, it has been one of the worst shopping experiences I’ve ever had.

Within just one month of use, the shoes started tearing from the front on both sides. I never expected such poor quality from a brand like Zara. This has been one of the biggest mistakes I’ve made in terms of purchasing footwear.

I am extremely disappointed with the quality and durability of the product. I have purchased several items from Zara before, but this experience has completely changed my opinion about the brand. I expected premium quality for the price I paid, but the product failed far too quickly.

This is my strong feedback: customers deserve better quality, durability, and value for money from a reputed company like Zara.

They don’t care about their customers at all. Not one bit.
Disgusting

Very disappointing experience at the Zara Greenwich store.

I returned items on May 11th, but the cashier processed my refund incorrectly as a gift card without properly informing me. I never received any gift card or store credit, and my refund has not been returned to my card.

The receipt shows a gift card transaction, but nothing was actually given to me.

The GM was not helpful either. She only made me call customer service and I was left waiting more than 48 hours with no update or resolution from her.

Overall, there was poor communication and no proper support from the store team. I now have to escalate this issue myself to recover my money from Zara.

I was sent the wrong size dress. I needed the dress in the right size for an occasion so took it to store to return it. They had none in stock. They refused to refund me my shipping costs in store even though it was clearly their mistake. Even though they have a dedicated returns desk that was not busy I was told I had to use a machine and repackage the item myself, I had to contact customer services for the refund. Here you cannot speak to anyone only via what’s app. After sending photographic evidence etc I was finally given the 2.95 I was owed. However they ended the conversation immediately not giving me time to express my frustration at the inconvenience and delay never mind any gesture of goodwill, Zara think they are too big to treat customers like humans. I won’t be returning.

Please Pay My Money Back ZARA! My order number 54234492705. You don’t really deserve even one star. I would give you minus and I am gonna report you for being such an unserious company. I did a return for one month ago and I still didn’t get my money back. You only let customers chatting with people that never solve problems. They could only say the intern staff will return within 3 days which they never did!!!!!