Zara Home Reviews 

**Disappointing return and refund experience with Zara Home Canada**

I am very disappointed with my experience with Zara Home Canada. After receiving an item that did not meet my expectations, I followed their return process and paid for the return shipping myself (I have ordered Zara Home items through the Zara app plenty of times before and returns have been super easy, can drop it off at any store. So I was shocked that I needed to pay for ship[ing to return this item). The item was mailed back on June 24, and I provided tracking information, and it was delivered to the warehouse on July 2. It has now been 22 days of no confirmation email for receipt of refund. Their system says to expect an email within 3 days of receipt of item and then for a refund to be issued back on VISA within 14 days.

I contacted customer service for an update, but the process has been slow and frustrating. Customers should not have to wait this long or repeatedly follow up after completing a return.

I hope Zara Home improves its return and refund process and provides better communication and timely resolutions for customers.

I am not saying "do not buy something from Zara Home", since little products are generally safe to buy, but we bought a large Mirror and two nighttables. We did not like the tables and the Mirror came out faulty. Faulty without having any cracks, but the upper part of the mirror was just bad, causing reflections and bad representation.

Return process:
Initiated from Zara App, what went smooth, but since 1 week no return label or an info how we proceed. Customer service seems like bots, who always answer the same shit. We started 4 chats total and no one could help us or was able to escalate this case. Their standard answer "we forwarded your request to the corresponding department. They will get in touch with you withing 12 to 48 hours". One week later no response and return label. Expensive furniture with the worst customer service.

When I call the Service hotline from Zara Home, they answer me to get in touch with Zara Chat support.... its so bad...

I bought 4 dinner plates from Zara Home in High Street Kensington. They all had a faulty glaze and discoloured when put in water, indicating that they were not sealed properly and were therefore not food-safe. Customer Services online seemed disinterested that I was flagging a sub-standard, possibly toxic product and I had to traipse all the way back to the shop to tell them. Although I got a refund, I have no faith that the safety issue will even be investigated, let alone the product recalled. A terrible attitude to customer feedback and customer safety, and not the first time I've been let down by inferior products from Zara. I won't shop there again.

For the first time, we bought 2 sheets at Zara Home for €100. The bottom fitted sheet was not very deep, but did fit on our bed. The top sheet sizing was odd. It was extremely long and not wide enough to go across a double bed, so we had to turn it sideways to go across the bed. The fitted sheet lasted one month before literally coming apart at the seams. Worst quality sheets we have ever had. Most of our quality sheets last years. Worthy of dollar store quality. The store was an hour away and I did not think they would even take it back as I figured they would just say it was our fault. Anyhow, due to the odd sizing of the top sheet and the useless fitted sheet, it was an absolute waste of €100 and I will never buy another product at Zara Home.

They have beautiful things and I would buy there all the time, but the customer service is just awful. It's been four weeks since I ordered about 1400 EUR worth of products to France and nothing has arrived and my requests for help are ignored. When the three week delivery window had passed I wrote and they told me the shipment would arrive "in the next days". When I asked for details and explained that nothing had arrived they just completely ignored my messages.

I am so upset and annoyed. I bought a large basket from Zara Home. It was too big so I wanted to return it. I organised for it to be picked up 8 times and no one turned up. Every time it got organised either myself or husband had to waste a day waiting at home. Finally after the 8th time/day the courier picked it up. Of which I have supplied Zara photographic evidence. They never gave any written confirmation. I have just received this email from Zara....

Following a thorough investigation, we have found that our warehouse has not received the items mentioned by you. Therefore, we regret to inform you that we are unable to process a refund for the items concerned.

We understand that this may be disappointing, and we sincerely apologise for any inconvenience caused. Unfortunately, as the items have not been received at our warehouse, we are unable to take any further action regarding the refund request.

We are sorry that we cannot be of more assistance on this occasion and appreciate your understanding.

They won't ring me back. They won't respond to any messages over their message system. the basket was very expensive and now I have no way of reaching them. I am so upset.

I nearly didn’t order because of the terrible reviews but really glad i did. Ordered a coffee table and a rug from Zara Home online and couldn’t be happier. Beautiful pieces - the rug is impeccable quality for the price (wool and cotton, really heavy and doesn’t peel up at the corners like other cheap rugs), and the design of the table is stunning. Table was pricey but it’s so unique and beautiful, it was worth it.

Delivery was so smooth and easy - the driver called me personally to check timings and then helped carry the furniture up three flights of stairs.

I bought a table cloth that was a bit too small, their return policy is atrocious. You can't return it on-line and get a confirmation receipt, you must print the receipt from the online order, put it in the package, go to the post office (paid almost $25 to return it), get a confirmation receipt from the shipper, hold on to it and hope for the best, I still have not received my money back, hoping for a refund soon.

Couldn’t have been worse. Don’t buy from them as if something goes wrong they do not help.
Courier failed to deliver and Zarahome refused to either send out a second product or refund me until they had sorted it out with the Courier. They failed to keep me informed or give me any time frame

I recently received a shipment from Zara Home, and I must say, I was quite dismayed by the packing quality.

While I recognize that errors do occur, the lack of attention given to packaging and shipping is simply not acceptable. I ordered seven items, including three made of glass, and it felt as though they carelessly grabbed everything and tossed it into a box. The glass pieces were only lightly wrapped in a bit of paper and haphazardly placed inside without any proper consideration.

It reminded me of how a young child in elementary school might clean their room—shoving everything into a box and pushing it under the bed, which is hardly sufficient. It's quite disheartening to realize that someone was actually compensated for this work, considering how poorly it was executed.

Fortunately, the items weren't too expensive, and I appreciate the refund, but I can assure you that I won’t be returning as a customer.

I was not allowed to start a return online; had to go through phone or chat. Phone was impossible so tried chat. Was told they were unable to create labels and would have to get back to me. Clear stall tactic. If not, they are just imcompetent

I received the item, but it didn't fit, so I returned it according to the rules and provided proof of postage. However, I still haven't received my refund. Customer support is refusing to help and claims they haven't received anything.

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.