ZARA Reviews 

I ordered a dress online about a month ago. I was home all day waiting for shipment, but they took it to a relay point, but never told me where or gave me a pick up code. By the time I got the name of the relay point it had already been returned to Zara. I got someone (I don't know if human or not) They sent out a replalcement dress while I was out of town. I tried to hold the delivery for two days until I got home. No such luck. I got a location and code for a relay locker.
The number did not work and I couldn't unlock locker. Now they want me to wait until 14 days after they receive the merchandise back for a refund. Forget it. I am cancelling through my credit card.

Extremely frustrating customer service experience. If I could give zero stars, I would.

I initiated an exchange nearly 15 days ago and am still waiting for my refund. Every time I contacted customer service, I was told to wait for another update, another email, or another escalation. No one could clearly explain what was causing the delay, when the refund timeline started, or how much longer I should expect to wait.

The most frustrating interaction was when I simply asked how much longer the process would take after already waiting more than 10 days. Instead of answering my question, the agent told me to review the previous messages more carefully.

Poor communication, no transparency, and no clear answers.

After this experience, I will not be shopping with Zara again.

If I could score the 0/5 I would. Zara PLEASE HELP RESOLVE THIS! I made an order 54731945312 for over £200. I paid extra for next day delivery, this wasn’t honoured and they gave it to Amazon to deliver. Amazon have not delivered it to my address or any of my neighbours. In their app it says ‘signature on default applies to all deliveries over £199’ I never recieved my order and Zara are refusing to compensate at all or replace my items because ‘no signature was selected’ I never ever selected this. In fact it wasn’t even an option as my order was for over £199 so by default it said the signature was required. Its day light robbery. I spent over £200, a huge repeat shopper and never ever ever will I use Zara again if they don’t resolve this. My order was for my holiday clothes, I saved up for ages for them and then have absolutely no emphathy or care for their customers. That’s a huge amount of money for their error and Amazons. PLEASE BE WARY TO USE THEIR ONLINE APP. They’re basically saying I’m lying when they’re not following their own policy and app wording.

Every staff to the mangers they all do a fantastic job am so happy for there service specially to those lovely managers thank God there is a ZARA in Knightsbridge thank you for all the help that you give me every time I want to buy something🙏

Their shipping service for on line orders is terrible!!! Their customer service was also a hassle. I did not receive my order. The link for the shipper would not accept my order number and reference number. There was no way to contact the shipper, Apple shipping. All it said when I clicked on Track my Order is that a second delivery attempt was scheduled for 2 weeks ago. I never heard anything more! I was not even notified that they tried to deliver it the first time. I don’t believe they did!
So then I had to contact Zara Customer Service. First of all my email reply to their order confirmation bounced back undeliverable. Then the online chat was not working because it is only open for limited hours and not in my time zone! Then the chat kept having a delayed response from them. I had to repeat my inquiry and order info. numerous times!
Finally I was talking to probably a bot given the flowery canned responses. I asked to have my order sent to a store for me to pick up as there is no way that I trust their shipping company!
I am supposed to receive a confirmation that that will happen, prayers and fingers crossed! They processed my $79 payment right away for the jeans I ordered. Still no sign of the jeans. I do NOT recommend having an order shipped to you.

Very bad customer service
They can not solve my problem

I purchased an item in January for a trip I have this month. My items arrived and I set them aside for the trip. Yesterday, as I was packing, I went to remove the tag off the top and realized there's a hole on the side by the seam. I contact customer service and was connected to Brenda. I send her photos of the item (tag still attached) and of the damage. She tells me there is no way to prove it was the company's fault and disconnects the chat. Rude! I reach out again and get Ozge, who was very helpful. I was offered a refund. Not ideal, since the top is part of a set, but a replacement could not be offered. I accept, but never get the return label. I saw that Zara has a repair program, so I decided to use that. 12+ euros for the repair + shipping. I'll do it because I truly would like to keep the top, but the whole experience has me rethinking if I should shop with them ever again.

Wow. Sadly, for Zara; their ignorance & arrogance is catching up with them !
I ordered a size 9 shoe. I’m a true 9. They were BIG! Spoke to an elf there who said just order the size 8 then return the 9. Ok. I wasn’t informed that if I had “exchanged” it woulda been free. Because I still needed to return the 9. They made me pay. They haven’t gotten Ike memo that paying customers like to be treated well. The rules, oh the rules ! I will NOT be going back there, don’t care how much I LOOOOOVE their stuff! They do not love their paying customers. Shame on Zara.

I would give 0 stars if I could.

Contacted Zara via Facebook messenger about a faulty jacket. They arranged a courier to collect the jacket and told me I would receive a full refund. I sent the jacket back and Zara emailed me reversing their decision and refusing to refund me. They said they would send the jacket back to me but it’s been over 2 weeks and I have not received any shipment information or my money back. I have contacted them multiple times about illegally obtaining my goods and they keep saying they need more time to look into the matter. It’s fairly simple, they have either sent the jacket back or they haven’t. Have sent an official formal complaint and given 14 days notice for them to respond before I am forced to invoke my rights and take it further. APPALLING SERVICE.

I ordered some shoes and they were delivered to another address. I contacted Zara over the following week. They clearly didn't believe me, wouldn't give me the address that the shoes had been delivered to and were generally abrupt and unhelpful.

When each chat became difficult they referred the matter up to another team who emailed me but I could never reply to the email.

I kept on complaining for about a week and they did finally offered a refund. It should not have been this difficult.

A week later the Zara package appeared at my front door in the rain. I am returning them and have today Zara about the late delivery.

I waited for my parcel for two weeks even though I paid for 2 days delivery. Upon contacting the support, they said an item was out of stock. They refund it and sent the rest. Two other weeks, it showed "Delivered" and I have not received anything. I contacted the support, they continuously assured me it is indeed delivered. Then were like "sorry it wasn't delivered. We'll refund you again" !!!!! WTF? Why hold my money and waste my time if you CANNOT send me my stuff (twice) and why list sold out items?

The salespeople look so miserable/angry you dare not approach them or so snobbish you feel as if you’ve somehow invaded their territory and somehow don’t belong!

As a regular Zara customer, I am extremely disappointed with the service I received.
I paid extra for delivery because I needed a dress for my anniversary. Unfortunately, Zara sent me the wrong size. When I contacted customer service, I explained that I did not want a refund—I simply wanted the correct size sent to me and the incorrect item collected.
To my surprise, I was informed by the customer service agent, Lea, generally there’s a pick up fee if I wanted the item collected AED 20 would apply, but that won’t be charged.( I already paid extra 30 to get correct size on time)I find it unreasonable that a customer is expected to bear any collection cost when the error was made by Zara.
Instead of arranging an exchange, I was told that my size was available at Mirdif City Centre and Dubai Festival City and that I could collect it from there myself. This is not a solution, especially when I had already paid extra for delivery for convenience and to receive the item in time for a special occasion.
I also tried reaching out through Zara's Instagram account, saw that they were active online, but received no response.
For a brand of Zara's reputation, I expected much better customer care. A mistake can happen, but how it is handled makes all the difference. Unfortunately, this experience left me feeling undervalued as a loyal customer.
Sadly, Zara is now a big no for me, and I will certainly think twice before shopping with them again. I will also be sharing this experience with my friends and family.

I am a customer of zara forever now. I absolutely love shopping there only to find out that i went into the Bristol Cabot circus store to be treated with no respect as a customer and spoken down to by the manager who was from far trying to help me. I accidently picked up my partners receipt only to travel over an hour to return my items to find out that they cant help me and they cant do refund. Could not even find my receipt online and they occused me that i am the only customer and that never happend to them before. Although is clear from my bank statement that i shopped there and they couldnt help me. Manager was so rude she just kept walking off! Never again and i certainly dont want to see her face again. I work in Sales and this is not how i treat customers and how they should be treated!!! Horrible experience all in all.

The worst! I purchased a cute t shirt at the store. After one wear, it got a hole in it. I went back to the store to exchange and they wouldn't do the exchange because I had cut off the itchy tag. They said I had to call customer service to do the exchange, so I called customer service. They said they wouldn't do the exchange, would not connect me to a supervisor and then hung up on me! I'm kind of in disbelief. What kind of store doesn't stand behind their flawed merchandise? I really enjoy shopping at Zara but this is the worst customer service ever!

Tried to contact them, but they keep throwing me out of the chat

My skirt ripped after the first wear. No dancing, just sitting around with family. Large tare in the side. The size was fit, appropriate, not that tight. I didn’t realize it was torn until the end of the night when a family member was poking at my panties u derneath in the whole that was make. I would add a photo if I could

Zippers on Zara clothing are absolutely terrible, so flimsy, I always size up zippers always break and Customer care are a joke

Do not buy online!! Large order delivered to pick up point. Pick up point don’t have it. Zara not interested. Don’t have items but can’t get refund. Live chat is a joke. Wont buy another thing from Zara. Appalling!

Worst costumer service ever. My package was delivered to the wrong address yet all I got was proof of delivery pics…to the wrong address!! Customer service response was that a response would be provided after three days, then AFTER I scoured my neighbourhood for it (so much for home delivery) was “nothing we can do”.