Zara Home Reviews 2,225

Gift voucher cannot be applied, service doesn’t answer emails and no other way to contact them is available. That’s fraud if you ask me… don’t buy there!!

I would give a negative number if I could!

These guys are absolute cowboys.
Never buy anything from them. They didn’t delivered the product a rug, how do you lose that?
They sent me to Zara chat then after a month told me was the wrong Zara chat, They were impossible to contact, when I finally got the refund which took weeks they don’t refund the shipping cost, no good will voucher, nothing after they had my money for weeks. So they made a profit despite not delivering a product. I will NEVER buy zara or zara home again

I have generally liked Zara Home products, which makes this experience even more disappointing.

I purchased a €900 chest of drawers that arrived with visible damage (a scratch on the exterior and a crack inside one of the drawers). The damage itself was relatively minor, so from the start I proposed a pragmatic solution: a partial refund or store credit. Zara Home refused, stating that they do not offer compensation because they want customers to receive products in perfect condition.

Unfortunately, what followed was weeks of contradictory communication, template responses, and operational chaos.

The item was fully assembled, extremely bulky, located on the third floor without a lift, and no longer had its original packaging. I explained these circumstances repeatedly in writing and received multiple assurances that everything had been communicated to the transport company.

When the collection day finally arrived, the courier showed up without packaging materials and without a replacement item. They expected the furniture to already be wrapped. In other words, the collection failed for exactly the reasons I had repeatedly warned Zara Home about in advance.

After further escalation, Zara Home informed me that they could not guarantee a same-day exchange and could not even confirm which transport company would handle the replacement. This would potentially leave us without an essential piece of furniture for an unknown period of time.

The irony is that Zara Home's justification for refusing compensation is that they do not want customers to keep imperfect products. Yet after weeks of back-and-forth, failed logistics, contradictory information, and no practical solution, that is exactly where we ended up: I am keeping a damaged €900 item because their replacement process inspires so little confidence that it is no longer worth pursuing.

The product itself is beautiful. The customer service and logistics experience were among the most frustrating I have encountered from a premium home furnishings retailer.

No good packaging so body soap was spilled

Very disappointing experience with Zara Home.

I purchased an extendable curtain pole and curtains together, spending £222.91, based on the expectation that the products would work together as intended. After installation by a professional joiner, it became clear that the curtain rings catch on the extension joint, meaning the curtains cannot be opened and closed properly.

To Zara Home's credit, they eventually acknowledged that the pole is not compatible with the curtains I purchased. However, the solution offered has been extremely customer-unfriendly.

Rather than providing a suitable replacement, Zara Home expects me to remove the professionally installed pole, package a large item for collection, return it, wait for a refund and then purchase an alternative product separately. They have also refused to consider any contribution towards the costs and inconvenience caused.

What is most frustrating is that Zara Home accepts the product is incompatible, yet the customer is left carrying all the inconvenience, time and expense of resolving the issue.

For a premium home furnishings brand, I expected much better customer service and a more practical solution-focused approach

Stayed in all day waiting for delivery. No messages and no show! Fed up and going to try get a refund.

I had so much trouble ordering from the website for a wedding. I tried to call their customer service twice and gave up because they don't answer. The bride to be just received what I sent her, and half the dishes were broken! I would never use this company.

I wish I could have seen these reviews before ordering, it would save me so much headache. I ordered a large mirror and knew it would take some time to be delivered. Boy little did I know what would be involved in this. Spoiler alert: I still don't have my order.

I reached out to customer service becuase for the longest time there was absolutely no information about the delivery date, the tracking, the status, nothing. At which point they told me that I SHOULD reach out to their shipping partner CEVA to schedule my delivery. Never has this ever happened with any retailer in my experience. They gave me a phone number to reach out to and I tried it but couldn't get to anyone for hours.

The customers service's response was that i should just wait. And they can't offer me a refund because the carrier has an item. Well I sure as hell don't have my order, so I guess I just bought a present for CEVA?!

The customer service is absolutely horrible. They are rude and extremely not helpful. When I asked to speak to someone else to resolve this issue they said the manager doesn't take calls and that was it. No help whatsoever. DO NOT BUY FROM ZARA HOME.

We are an interior design firm. we purchased a furniture unit that came in with broken parts due to the poor quality of attaching them. We have spent money of getting a joiner to reattach as we did not have the timeline to purchase a new unit for a later assembly that would cost extra money, and asked Zara Home to cover the £150 cost of fixing the unit. Zara Home refused, saying they can only replace, PS replacing has a collection cost.

BEWARE - they take customers for fools!!!

Facts only:
1. I placed order 80112359777 on 20 May 2026.
2. Due to a typo in my email address, I was initially unable to receive order updates. This issue was corrected on 26 May 2026.
3. After the email issue was corrected, I finally received comms with the estimated delivery date of 9 June 2026. At that time, the order status still showed as "Preparing Order."
4. On 29 May 2026, having seen no progress beyond "Preparing Order," I submitted a concern through Zara Home's contact form.
5. Zara Home responded on the same day via email, stating that the order had been processed and was being prepared in the warehouse.
6. I replied to that email and stated that if the delivery date will be delayed, I wished to cancel the order and receive a full refund.
7. On 30 May 2026, Zara Home sent an email stating that the order had been dispatched. No tracking number was included.
8. I obtained the tracking number through Zara Home chat support and played detective to identify the shipping partner - Aramex.
9. The Aramex tracking information showed that a shipping label had been created on 20 May 2026, but that the shipment had not yet been handed over to Aramex offices.
10. On 31 May 2026, Zara Home chat support advised that the order "may be experiencing a delay."

Given the other reviews here, I guess I shouldn’t be surprised… and i’m lucky to have caught their bull**** earlier on. It’s disgusting having paid for a service and ending up having to chase the services provider…

I am once again requesting an immediate full refund for order 80112359777. Based on this experience, I will avoid Zara Home and other Inditex brands in the future. This intentional misleading behavior is unacceptable, especially when it’s a global retailer. 🤮

Poor customer service. And poor product packaging. I received a play kitchen which got damaged on its way. I asked for a replacement, it was damaged again.And the inner box was opened. So I asked the refund as well as the refund of my shipping cost. But customer service said it can’t be refunded, cuz I received other products in good condition. But my other items are small. I wouldn’t need to spend that much on shipping cost if I didn’t order the play kitchen for my little one. The customer service is not really trying to help you to resolve the situation in the way that make you feel better, they’d like to argue with you like “it makes perfect sense that we are going to send u a new one in perfect condition without charging you again for the shipping cost” and when I got another one damaged, they were still like that.

These guys are absolute cowboys. Never buy anything from them. They delivered a broken product because of inferior packaging, they were impossible to contact, when I finally got the refund which took weeks they deducted over £20. So they made a profit despite delivering a totally broken product. I will NEVER use them again

I've been waiting for a refund for 3 months now!

Customer service is incompetent.

I created a dispute with my bank which Zara rejected, although in their returns policy they prompt you to create a dispute with your bank due to their incompetence to provide a refund.

I then wasted my time contacting Zara twice where they eventually accepted the return, sent a confirmation email and assured a refund will be credited.
Waited for more than 1 month and saw nothing.
I wasted my time to contact them again but they were incompetent enough to not give me any update.

Update
Thankfully, I just got an email from my bank saying they have won the dispute, 3 months after they accepted the return.

Stay away from these scammers

If you buy from the Netherlands, do not pay via iDeal as you cannot dispute the payment and you will be stack with Zara's incompetent customer service to resolve it, which might take a few years.

The worst Customer Service experience. I ordered a piece of furniture which was already broken when it arrived. I paid nearly 1000€ for it. I’ve been trying to return for months. The Chat didn‘t even understand that it wasn‘t a Package I wanted to Return. When I reached out via email they promised me time and time again that a pickup would be arranged and someone would call me. Never happened. My only option is to go to court now, which I really wanted to avoid.

I ordered a package and one of the tems arrived broken, it is unuseable.
Now, almost 20 days later, I cannot get in contact with Zara home. I have tried the contact forms, the website chat and the whatsapp and I get no responses anywhere!

Another 1-star to the list. Order expected yesterday but still not shipped. Customer service was very hard to get to, and they had no idea what's going on. This continues previously bad experience with the chain, at least in Greece. Someone needs to wake up.

DO NOT SHOP HERE.
Trying to return one item from an order but they never come to pick it up - i've tried 3/4 times now. They won't let me ship it back or drop it off at a store. Won't refund me. Won't offer any solution except continuing in this psychotic cylce of calling and no one coming.

We ordered a bed online that we had previously seen in the Zara Home store in Zurich. It was delivered quickly from Madrid, but arrived unassembled, which wasn't mentioned on the website. Upon unpacking, we discovered that not just one or two, but three parts were damaged. We immediately contacted Zara Home by phone and asked if the defective parts could be replaced. We were told that we would have to return the item, which is practically impossible after unpacking and inspecting the parts. A partial refund, should we keep the bed and repair the damage ourselves, was refused. Our emails to customer service went unanswered. Does this company expect its customers to perform quality control? An extremely unhelpful and unacceptable refund policy. An unpleasant experience that we hadn't anticipated.

I purchased a full dinner set, expecting basic quality and durability. Shockingly, after the very first wash, some of the plates started to discolor, and parts of them were literally damaged in the dishwasher — despite being clearly labeled as dishwasher-safe. This is completely unacceptable and misleading.

When I reached out to request a return, I was told that the items had to be handed over for inspection and that no more than six months should have passed. The reality is that this set was purchased as a new bride for a new home, and naturally it took some time before it was even used. Instead of showing any understanding, the response was cold and dismissive, hiding behind a policy that requires inspection and limits claims to within six months.

Honestly, this is extremely disappointing. There is absolutely no respect for the money paid, and no effort whatsoever was made to resolve the issue or take responsibility for what is clearly a manufacturing defect. The entire experience feels careless, unprofessional, and deeply frustrating.

Very poor delivery experience in France

I ordered around €3,000 of items from Zara Home for delivery to Valbonne (France). Delivery was scheduled for Monday, but after more than 2.5 weeks nothing arrived.

We called customer service every day. Each time they said it would be escalated, but nothing ever happened.

After almost 3 weeks we wanted to cancel. At first they refused. Only after insisting and asking for a manager we could cancel.

We then ordered the same items in Barcelona — everything delivered perfectly within 2 days.

Very disappointing difference in service.