ZARA Reviews 21,211

If I could give less than one star, I would. I faced a technical issue on the Zara website when registering a return for an order of 5 items, none of which fit due to being constructed poorly with uneven seams on each side of the dresses. When trying to register the return last night, the website would not allow me to click on “confirm” to generate the return label. I thought I had a couple more days remaining in the return period, so I gave up and planed to try again today. Today, I went to register the return and it wouldn’t allow me as it stated yesterday was the deadline. I called three different customer support agents and received absolutely horrible service from all of them - they just kept re-reading the same scripted message about their return policy in response to my various questions, and continued talking over me. I pleaded with them to listen and respond to my questions, not just read their script, but to no avail. Two of them told me they were ending the call and hung up on me. I was finally able to chat with someone who said they would escalate this for me and that I will hear back within 48 hours. I’ll see if they’re able to address this and find a resolution, but this is just awful service. Worse than I would expect even from a less reputable store. I was a loyal Zara customer, but after this experience, I will never shop there again. Update - they responded by email with the same scripted response, that they would not honour my return, even though I had provided screenshots of the issue. Confirmed a long held belief that Zara is a huge scam - even the fact that you can’t leave reviews on their website is a huge red flag. Done with them for good.

Nightmare after sales service experience.Avoid if you think you might need to resolve an issue, just a waste of ur valuable time.. I’ve been trying to resolve an unsolve issue for weeks now.The customer service team keeps giving me the runaround and hasn't followed through on their promises. Very frustrating experience. Would love to rate them "0" if there was an option. Kindly, do something about it.

Shocking customer service. Sent my item in a dust bag way too small, emailed, messaged and sent letter of complaint all trying to get the right size dust bag, ignored my letter, didn't even get an acknowledgement. Dreadful way to treat customers.

asked a worker where the gift cards were she said she had them and continued to walk away and speak to another customer and we had to get another worker to speak to her quite rude and disrespectful

Today I went to Zara Mahon Point in Ireland Cork! And I need help finding something! I asked for help to a lady and she was extremely helpful she was very kind very patience I was very grateful for her help because I really needed the outfit for an occasion! Her name was Suzie.... I am still impressed by her customer service.... 👌🙏

Sucks is been almost month still don’t get my items.go to the store I get. O answers. Online says one date then went April 27 and still nothing.

4003 The Strand E, Columbus, OH 43219
Easton Mall, Ohio

I purchased a blouse for $60 and was told I would receive my receipt via text message. About an hour later, I decided to return the item, but I never received the receipt—likely because the clerk entered my phone number incorrectly.
When I went back to the store, I was told there was “no receipt on file” and therefore no return could be processed. The clerk suggested I try searching for the receipt on Google, which made no sense and did not work. I was then told to check my bank account for proof of purchase.
Unfortunately, I couldn’t stay any longer to sort it out, and since I’m from out of town, returning later isn’t an option. I’m now stuck with a $60 blouse I don’t want.
I strongly recommend not relying on text receipts at this store. There needs to be a more reliable system in place. This was a frustrating and disappointing experience, and I will not be shopping here again.

I made an online purchase for an item from Zara Germany. The order never got delivered to me. For some reason, Hermes sent it back to Zara’s warehouse. After several attempts to get a refund, they never refunded me. They keep saying I’d hear back within 48 hours about the refund. 3 months later I’m still chasing. They also use bots to reply to customer messages on IG and WhatsApp. Never buy anything from Zara online again.

Absolutely garbage ,worst materials dont wash ,go out of shape

Great customer service by the lovely Ati was beyond helpful

Zara what has happened? The womens clothing range gone so cheap looking. Ive noticed such a difference to last year. Please get it together

My friend and I visited Bristol for a couple of days, we popped into Zara, I bought a pair of earings with a receipt in a brown bag.
My friend bought 3 items of clothing with a receipt in a brown bag, when exiting the shop the alarm went off, the security guards accused my friend of not paying for an item, they even looked in my own shoulder bag as well as my small brown bag containing the earings.
The cashier confirmed that my friend had paid for 3 items as on the receipt.
They hardly apologised or explained why they had made such a mistake it was disgusting behaviour/ customer service. We have never experienced such a situation in London Exeter or Brighton Zara.
Obviously we will never go there again its a horrible shopping area anyway with druggie people all over the place. But to be treated this way and the entitlement attitude of the security people towards genuine shoppers is outrageous.

Worst customer service ever.
Despite dress being faulty you have to jump through hoops to get a refund.
Manager was curt bordering on rude.
Will never shop there again.

Price is ok, quality is ok, but I have seen better.
Service is normal!

Returned five items, got a refund for 3!

Customer service use cut and paste we are working on it give us 24 hours. 5 days later no update so time for a credit card chargeback.

visited the Zara store on Post Street after seeing online that the clothing I was interested in was available in stock. I politely asked a sales associate for assistance, and she informed me that she would check the stockroom and asked me to wait approximately 5–10 minutes.

However, after waiting for about 20 minutes, I had to follow up with her myself, as she had not returned or provided any update. During the interaction, it felt as though my request was not treated with urgency or attentiveness, which I found disappointing.

I have always enjoyed shopping at Zara, which is why this experience was particularly discouraging. I hope you can address this matter and help ensure better customer service in the future.

I purchased a pair of shoes from Zara in Mexico City on 16/03/2026 (1,399 MXN, paid by card).

I returned the item the very next day (17/03/2026) in-store at Zara Antara Polanco and was issued an official refund receipt as proof that the return was processed.

Despite this, I have never received the refund back to my card.

I have contacted Zara multiple times, but UK customer service repeatedly tells me to contact Zara Mexico, which I am unable to access from abroad. No one is willing to take ownership of the issue or escalate it internally, even though I have clear proof of return.

This is extremely frustrating – Zara has accepted the return but failed to issue the refund, and customer service is simply passing me between regions without resolving the issue.

I expected much better from a global company.

If this is not resolved promptly, I will escalate the matter through my bank and formal complaint channels.

I would like this resolved urgently.

Bought a sweatshirt in the kids' section. During the first wear, it got a little dirty. Used a wet towel to rub off the dirt! Colour came off onto the towel, leaving the top with a faded patch (Not wearable). I took it to the store, and the manager refused to accept it, stating it wasn't a production fault and that it looked stained. Only got to wear it once!!! Terrible customer service!!!

Absolutely shocking refund process from Zara. This is not the first time they have refunded me incorrectly, and every time it happens, it takes far too long to get resolved.

This time my refund is short by nearly £200, despite the items being returned correctly. That is not a small mistake — that is a significant amount of money, and I should not have to chase repeatedly to get back what I am owed.

It feels like Zara makes customers fight for their own money after returns, which is completely unacceptable for such a large retailer. Their customer service process is frustrating, slow, and not good enough.

I have lost trust in shopping with Zara online. Refunds should be processed correctly the first time, not only after customers complain, chase, and waste their time trying to fix Zara’s mistakes.

What a disappointment! Terrible customer service. I paid 24$ overnight shipping. Suddenly order was split in seperate delivery dates and received 3 updates on shipping dates which changed delivery date now almost a week later! Even though it has not been shipped I could not cancel! Never again will I order from Zara!