Zara Home Reviews 2,210

Worst customer experience! Avoid at all costs! Returned a large order and, almost a month later, they have still not refunded me. They keep saying they are “investigating” it. I’m not even sure I will get the money back at this point. It’s horrific!

I’m very sorry to say the service online is horrible. Ordered a pair of lamp on 17 Jan, said it will be delivered on 27 Jan but no dispatch information on the date. Tried to follow up online chat box, took ages and still no reply. Contacted WhatsApp, took a very long time to reply and said it’s delayed. How come a customer has to chase for update while there is a delay but no update from the supplier side?

Then I asked what’s the estimated delivery date, they can’t and won’t answer, saying as long as it’s shipping you will receive confirmation email. What’s the point of this conversation besides getting an update (chased by me) about delivery being delayed.

I still don’t know when I will receive the lamps and I strongly recommend you not to make any online order, it’s okay to purchase in store if the item you want is in stock.

But I doubt I will continue support Zara Home due to the horrible service in the UK.

Very very bad experience I paid for a product that never arrived and in the app they say that it was delivered to my adress. This is unacceptable.

We ordered a wooden shelf unit/sideboard. It arrived relatively promptly, but in terrible condition. It was cracked on multiple spots, not far from being broken in half. For the product itself I would give 1/5 rating. The only plus was the customer service - after reaching out to the chatbot, they accepted to refund us and arrange the pickup of the parcel. In a couple of days they picked up the cabinet, and eventually we received the refund, all within two weeks. Would not recommend Zara home for anything else than small decor pieces - the construction quality was very poor, and would most likely break soon with a bit of use. Cannot complain about communication and returns / refund services.

The combination of Zara Home and EVRi must be the worst customer experience anyone could ever receive. If they put half as much effort into their customer service as they do designing the products they sell, it would be magnificent.

I have tried buying the same chair twice from Zara, once before Christmas and once after, both times it has gone missing with EVRi. Zara's answer to this is basically "tough luck" and EVRi are uncontactable.

Zara Home doesn't seem to give two ticks whether my order gets delivered or not, they claim they'll get in touch within 24 hours and days later, I'm the one having to pick up the phone to check on things.

I’m still waiting for the accent chairs that I ordered 28 days ago to be delivered. Two of the four dining room chairs from my order were delivered broken. How can a company operate like this?

This was one of the worst online shopping experiences I’ve had.

A fragile ceramic item arrived broken due to careless packaging. Some items were protected, others were loosely wrapped in paper and placed in the box with no real protection. The result: damage during transport.

Zara Home refunded the broken item but refused to take any responsibility beyond that. The item is now out of stock, meaning the purchase is effectively useless, and they offered no solution, no goodwill, and no compensation of any kind.

I was also charged shipping on a high-value order, which is practically unheard of in Denmark. To make matters worse, items I had already paid for were later marked as sold out and removed from my order without consultation, apology, or any option for me to decide how to proceed — despite this being mentioned in their own terms.

Customer service is chat-only, poorly designed, limited in character count, and extremely frustrating to use. There is no easy way to contact a real person, no empathy, and no sense that customer satisfaction matters at all. Responses feel scripted, rigid, and dismissive.

While Zara Home may technically follow their policies, the overall customer experience is far below Danish retail standards. Compared to companies like Zalando or reputable home décor stores, Zara Home shows zero interest in retaining customers or resolving issues properly.

If you value good service, accountability, and basic respect as a customer, I strongly recommend ordering elsewhere — especially if you are buying fragile items.

I bought a Snoopy bedding set for my son's new bedroom. The quality of the fabric is not that bad but not good either. The quality of the sewing is very, very bad. After the first wash, the seams wrinkled, I could barely iron the edges nicely. If you turn the bedding inside out, there are a lot of threads that were not even cut, the seams are not straight but even worse made than if I had sewn it myself. This was my last purchase of bedding from Zara Home.

Ordered a lamp with delivery promised for the 28th. After payment, the delivery date was changed to the 5th of the next month without any notice. When I contacted customer support about this unacceptable change, they never responded to my complaint. The lamp finally arrived on the 9th - 12 days later than originally promised at checkout. Absolutely terrible service - they mislead customers with false delivery dates to secure payment, then ignore support requests. This is dishonest business practice. I expected better from Zara Home, but their customer service is non-existent and they clearly don't care about their customers once they have your money.

I placed an order on December 26, 2025 (paid in full of course). It should have been delivered from 30.12 - 05.01. All terms have passed, no goods, no replies, no service.
Many attempts to contact the shop eventually failed.
Such attitude doesn't make me want to buy anything from them again!

Having a shocker with this company. Tried to cancel a purchase for several days and kept getting an error message saying to try again later. Then sent several messages on their prescribed form and the info@zarahome address. All completely ignored. Meanwhile getting messages that the product is being shipped to my house. This company is a disaster.

As many as before me, i would rate the whole experience with 0 stars.. it is interesting because in the past - 6 years ago - i was buying stuff regularly and had no problems. That cannot be said now, i ordered 5 items, they delivered only 4 and of course the most expensive item a mirror was missing, and i was thinking its odd that the whole package its only 1,5 kg, when the mirror itself its 4,7kg.. i opened it, took picture, immediately wrote email, went on website for service support, write message there too.. result? Nothing happened =D they just decided not to send the item, take 80 euro and call it a day, is it a new way how companies just steal from its costumers? This is insane.. and no communication at all? They dont answer calls and the chat bot is not working too.. man, i feel for all the people that were scammed by this company, i am now one of those too, and i just feel sad. We cannot just buy things anymore. Thanks for nothing ZARA HOME!

I am editing this post 2 days later, i will give 3stars in total, because after many calls and chat with a nice guy from client service, he helped me to get my mirror. I had to make a lot of efforts to get it back, but at least i spoke with someone very nice and helpful. Mirror arrived in a good shape.

Obviously it’s one of thousands negative reviews and company don’t care about it, because they just keep stacking, but for such a big and reputable company it’s unacceptable to have this customer service.

I’m very dissatisfied with this order. Although it was placed on December 25, it was only shipped on December 31. One item was refunded because it was out of stock, which has a big chance after dispatching it after 6 days of placement.

I was not contacted in advance, offered a replacement, or given any solution. The lack of communication and slow processing significantly impacted my experience.

Zara Home My Mall, Limassol. Very poor customer service. The service at the till is very slow. The shop assistant was impolite, when I asked to provide with the box to package the gift she replied: “How stupid could you be”. This is unethical and unprofessional. The bags were also run out.

I made a purchase from Zara Home for a gift and needed to return the item. What should have been a simple process turned into an exhausting and frustrating experience.

Before going to the store, I called Zara Home customer service and was specifically told that I could return the item at one of two designated Zara stores that accept Zara Home returns. Based on that information, I went to one of those stores.

Once there, the staff informed me they could not process the return. They were kind enough to call Zara Home on my behalf only to be told that the item could not be returned in-store anywhere, completely contradicting what I had been told previously.

I explained that my original call was recorded and provided my phone number, along with the exact date, time, and length of the conversation. I asked the manager to listen to the recording to verify what I had been told. They refused.

As a result, I was forced to pay out-of-pocket for shipping to return the item after my time had already been wasted.

This experience showed a complete lack of accountability, communication, and concern for the customer.

If I could give zero stars, I would:
0 for listening
0 for facilitating
0 for customer service
0 respect for the customer’s time

I will never purchase from Zara Home again. Do yourself a favour spend your money elsewhere

My experience with Zara Home Morocco has been catastrophic. I ordered the waterproof cotton terry mattress protector, delivered via Aramex ES, and upon receipt, the product turned out to be defective, with two visible tears—one on the edge and another in the middle.

Even worse, they refuse to refund the amount paid, impose a gift card instead, and forcibly deduct the delivery fees, which is illegal and completely unacceptable toward consumers.

In short, the product is severely defective, the quality is shocking, and the service is disastrous. I do not recommend anyone buy anything from this brand until these scandalous practices are corrected.

We placed a few orders with Zara home, the first couple arrived without issue albeit delivery is pretty slow.
Further order placed and never arrived. Customer Service is shocking, don't seem bothered or interested. Explained saying delivered but received nothing, tracking even said it had been delivered 5 hours later than I raised the query ! I chased Evri who are equally as useless. Promised follow ups from both, nothing!! Both acknowledge a problem, both cannot provide proof of delivery.Always seems to be us chasing them, they do nothing to resolve issues. Ended up going through my Bank with chargeback and they now have the cheek to dispute it! Very poor, shop with them at your peril.

Awful customer service, not possible to send an email or call, only chat with biblical waiting times, having to repeat the same things over and ver again. Had arranged for a return collection to happen today at 9:30, stayed home for that and planned my week around it. At 2pm I was still waiting, so I contact them again and apparently there was no collection booked for me (I'd chatted with them a few days earlier). Massime waste of time on my side, frustrating experience and quality of product was in no way good value for money. In the end, had to rebook collection. Let's see of they'll collect this time.

My order was never processed. Two weeks later I actually managed to get in touch with them. They suggested I reorder as it takes a few days. I did this and the confirmation email says it’ll be there in 2 weeks. These were Christmas gifts. The chat customer service was impossible to to get through to. When I did it was very slow. I missed 2 hours of work trying to get in touch. They ensure that there’s no phone number for non Spanish customers to call. Their terms and consistions list a customer number for Ireland but it is not a real number. AVOID!!!!!!

disgraceful service - my mother bought me a chair from Zara which cost more than £350 - it was supposed to arrive well over a week ago and despite chasing them up to find out where it is or answer us at all, we have still not received any response. I waited over an hour today on whatsapp and on the phone to speak to someone.