Zara Reviews 

send item without belt . Dress (cost 100£) is out of stock and i wish to keep it . asked to send a missing belt . support going back in circles asking me to send the dress back in order to issue a full refund . not reading that i wish to keep the dress ( sold out) and get missing belt only . or partial refund for the missing part of the garment. my request was completely ignored. Seems all AI generated responses too. terrible service

The items were very lovely but I have to agree that the customer service is not the best.

Refused to refund my item even though it came damaged

I made an order online but never received confirmation of an order number will that be ordered had been delivered to the store. I went in anyway and they said it would’ve been returned as it was past the seven days. I tried to reach customer service on the chat box and they would just close the conversation, be actively rude and extremely unhelpful. It has been over a month and the money has not returned into my account. And all the Customer Services are refusing to help.

If I could give zero stars I would, disgusting treatment to individual with disabilities, constantly chasing for two weeks for a refund, kept being told it was being sent to my bank, never happened, constantly lied to, palmed off, worst customer service, will never shop at Zara again!

Similar to most recent reviews, customer service is just appalling.
I’ve dropped my keys in changing rooms in a store which isn’t local to me, there is no way of contacting the store, customer service are no help whatsoever and the only help or advice given is to travel back to the store to see if they’ve been handed in. It shouldn’t be this complicated!
I’ve shopped with Zara for years but their (lack of) customer service means I’ll not shop with them any more. Really disappointing

Without a doubt the worst customer service I’ve come across. I received an order addressed to someone else. I contacted customer service and it was near impossible to get anyone to understand that my parcel was missing and not “delivered”. I had to arrange a collection of the wrong parcel and am still trying to locate my order and or get a refund after several attempts with the online chat. Will never order from Zara again

Very disappointing experience. My parcel was not safely delivered, and despite contacting customer service multiple times, I did not receive a satisfactory response or resolution.

I gave the company the opportunity to resolve the issue directly, but the lack of accountability and poor communication left me with no confidence in their service. As a customer, I expect deliveries to be handled properly and issues to be taken seriously when something goes wrong.

Because this matter remains unresolved, I am now considering legal action under UK consumer law. I would not recommend this service based on my experience.

I ordered and paid for an item instore as it was out of stock. When I got home I realised that the assistant made an error and ordered it for collection instead of delivery which is what I requested, so I cancelled the order. I have email evidence of the purchase and payment on my credit card statement. Zara have sent me round in circles and are refusing to issue a refund. They just repeatedly say that payment is not taken until dispatch. But it was paid in store! They refuse to read my messages or escalate my concern. I will now take it to the ombudsman to sue them. I will never buy from Zara again. Avoid, avoid, avoid!!

Lara at the Brighton branch was so patient with me today. I had a complicated refund and I struggle with instructions due to anxiety, but she was just lovely. Not patronising or huffy, just lovely. Thank Lara.

Royal mail delivered my parcel to someone else. However Zara didn’t even try to sort out the situation. All i was told proof of delivery in a shed. Totally wont recommend buying online with Zara because any items misplaced , Zara wont even get into the bottom of the matter.

I bought a jacket for transitional season spring to summer wore it twice -well the fabric was ridiculously bobbled £60 jacket two wears I was very disappointed indeed . So Zara agreed to collect it from my house using UPS to return to Zara head office in London , I thought oh great service but l didn’t hear anything from them after that no correspondence to tell me they had received it back etc absoloutly nothing . So I resorted to using a chat & I requested a call back I was asked to give 24 hours notice at a stipulated a time . They don’t call at your preferred time they call at a time to suit them & if you are not available to answer the phone after 4 rings they ring off & then you have to go back to a chat & start over again . I then start to take my phone Everywhere with me to the bathroom etc . I have health issues so it’s hard for me to get to answer my phone at a random time & especially after only four rings I have told them this but it lands on deaf ears !!! So I eventually get a random call after 4 attempts using chat & l get to answer it . Had to keep requesting the guy slows down when he’s talking as I could not understand him ? So he gets very obnoxious when I tell him about the the random missed calls & quite dismissive . So he asks my bank number etc so they can refund me so I thought great that’s the end . Was it -no it wasn’t , I wait for the email from them never arrived so back to the chat box again also the guy Didnot ask me the name on my bank account so I’m to request another call back at that preferred time that comes at the random time !! I’m slowly losing the Will to live by this point & I’ve now decided to write this review . I really didn’t expect this kind of service from such a well known store it’s as shoddy as the jacket that I purchased & l shall never purchase anything from them again as they have absoloutly zero respect for their customers & treat you as though they are doing you a favour . Shame on you Zara oh & did I mention that I told them them the reason I couldn’t get to the store initially was because my father had just passed away …. At this point I’m going to my credit card provider to request that they take over ..,

An awful customer experience all due to rude staff who constantly chat amongst themselves showing no interest in the customer whatsoever. The products are fab but the staff need sacking. Not one of them smiled and when you went to pay, only 1 staff member who didn’t even bother calling for back up! So so disappointing, don’t think I will bother shopping there again. My experience was at Leicester in The Shires. When a manager did show up he just blustered out he needed his member of staff back!!!’ Some Manager!!!!!’n

I love the clothing in Zara but since it moved out of my home town I don’t shop in it as often as I used to. I took my elderly mother, who’s in a wheelchair, into the store in the Fort, Glasgow yesterday. The store itself is beautifully layed out and lovely and bright. My mum had a pair of trousers to exchange and I had an online return along with a coupe of items we wanted to buy!! I went not the self service part and saw that I could do returns there. I started the process but couldn’t quite get it to work and that’s when the staff decided to show up and point out that, despite the machine saying I could, I couldn’t do returns there and I’d have to go to the staffed area and restart there would help me with the online & in-store returns along with the purchases! I collected everything and pushed my mother to the area I was told and joined the queue!! There was one member of staff there and she left to collect a parcel for a customer. Other members of staff were nearby but obviously fixing stock is far more important than the customers!! Eventually another staff member did come on the till and the first customer in the queue was told she’d have to go to the self service area as she had purchases!! She was far from happy and I don’t blame her! When I was eventually served I was taken to another area, a nook in the wall nearby, for the online return and she did the in-store return and then directed me back to the self service area for my purchase! What a ridiculous set up!! My mum was getting a bit fed up being pushed pillar to post and it didn’t help that the store was far too warm!! Surely there must be a better way to do things? At the very least there should be better and clearer signage and your staff should be more proactive, making sure queuing customers are in the right place!! I also noticed that it’s not always obvious who your staff members are! It was not a pleasant shopping experience for me or my mother and I know that she won’t ever want to go back into the store!!

I was shopping in Zara Knightsbridge the flagship store there was a hard plastic box, part hidden by a rack of T-shirts, which I tripped over and badly cut and bruised my leg.
I found a member of staff, who I had to approach in order to ask for several sticking plasters as the cut was dripping blood. Eventually someone came with a first aid box and while I was standing (no one offered me a chair) we applied 3 plasters. No one really helped me and no incident log was made, which apparently they are legally obliged to do. I am simply trying to find an email address in order to complain to the shop and have my medical expenses reimbursed. But they don’t appear to publish this. Could it be because they get too many complaints. It is completely shocking and I’m left with an ugly cut and an 8 inch area of nasty bruising. So angry at this complete negligence.

Seriously Zara what have you done to the quality and style!! Every thing is made for I would say for 16 year olds! Very childish styles.
Zara used to make beautiful clothes for every age!
Please get yourself sorted before you shut down…

Worse checkout system I've ever experienced and will never shop in store or online again

Terrible customer service, I ordered a delivery and it was not delivered to my home address. Instead it was delivered supposedly to a neighbour with a photo of a man I have never seen in the neighbourhood. I tried knocking on every neighbours door just to find that this man does not exist in the area. Tried to write to Zara care to report the parcel as lost, but was returned with a very rude reply saying that if I wanted to receive the parcel next time then it should be signature on arrival. And they cannot do anything about this lost parcel. Now I am left over £200 short with nowhere to complain to.

Reading , Level 2 of The Oracle Shopping Centre (near Holybrook Road)
During trying on clothes, an employee walked directly into my fitting room twice while I was in my underwear and there were people standing outside. She said sorry and stepped in, exposing me. The staff’s behavior was awful!!!!!!

I’m extremely disappointed with my recent experience with Zara. I made an online purchase and returned everything through an online return in one parcel. Despite this, I did not receive the full refund. The only reason I even noticed is because the total was over £300 — normally I don’t check these emails. It made me wonder how many times this could have happened before without me realising. If I hadn’t checked this time, I would never have known that I was being charged for items I had already returned.

When I contacted customer service, I was told to wait 24–48 hours. I followed their instructions and waited. After the 48 hours had passed, I contacted them again, expecting a resolution. Instead, I was told to wait even longer, with no explanation. Every time I asked a direct question, I received the same fixed, copy‑paste responses that didn’t address anything I was actually asking. It felt like they weren’t even reading my messages.

Yesterday, I was told to contact them today. But when I tried, I found out they are closed on Sunday and also closed on the bank holiday. This was never mentioned to me yesterday, so I was told to contact them on days when they aren’t even open. The lack of proper communication has been incredibly frustrating.

On top of all this, I still haven’t received the full refund for the items I returned. I would like Zara to check the CCTV footage from when my parcel was opened, because all the items were inside the same box.

This whole experience has caused unnecessary stress and mental exhaustion. After this, I’m honestly not sure if I will shop with Zara again. I just hope I can get my money back.

I am happy to provide a copy of the chat as proof of everything I was told.