Zara Reviews 3,411

Ordered a 250 gift card for Xmas gift never received it , Zara said they have refund this to my bank which they havnt they keep sending my payment receipt saying it’s my refund confirmation! Absolute nightmare avoid shouldn’t be allowed to trade !

I am extremely disappointed with my recent experience with Zara.
About a month ago, I purchased a coat for £70. Shortly after buying it, the coat started pilling badly despite normal use. This clearly indicates poor material quality. I expected much better from a brand like Zara.

I tried to return the item at the Shepherd’s Bush store twice, but both times I was told that their system was not working and they could not process the return. Because of this, I later went to the Oxford Circus store and explained the whole situation to the manager. I made it clear that the delay was not my fault and that the pilling started almost immediately after purchase.

The manager was dismissive, rude, and completely unhelpful. I was simply told that nothing could be done because the return period had passed — even though the delay happened due to their own system issues.

I also contacted customer service, and instead of helping, they told me to speak to the store again. After three store visits and no resolution, this is completely unacceptable.

£70 is not a small amount of money. If Zara produces low-quality products, the company should stand behind them. This experience, along with my recent disappointing purchases, has seriously damaged my trust in the brand. I will not be shopping at Zara again.

Never using Zara again!!! After Amazon delivering my Zara order and leaving a parcel at night on my doorstep with not even a knock on the door when we were in and someone comes along and helping themselves to my parcel and because Amazon say they delivered I’m left with no items and £100 out of pocket!! So no Zara I won’t be checking your new items out 😡😡😡😡

​I am absolutely appalled by Zara’s complete lack of accountability. I spent £430 on a Christmas gift that was never delivered. It has been over a month, and despite having proof of non-delivery and multiple chat logs, Zara’s customer service has been utterly useless, repeatedly ignoring my requests for a refund.

​They have my money; I have no package. This is effectively theft. I have now been forced to issue a formal Letter Before Action to their corporate office and will be taking this to the Small Claims Court.

​Warning to others: Do not spend large amounts of money here. If your package goes missing, they will keep your money and leave you stressed and empty-handed.
​Order Number: [Insert Order Number] — I expect a member of the management team to contact me immediately to resolve this.

This is one of the worst experiences i’ve ever had. I’ve been in Spain a few months ago and i have to say that the difference between countries in terms of “service” is HUGE! Not mentioning that the prices can be double/triple.

I don’t recommend to buy, at least not in the UK

Bought a top size small needed a med but as it was 2 days over the return date they wouldn’t exchange. The manger was rude and abusive and Iv emailed and had no response. Disappointed and won’t shop there again

Absolutely terrible service! Ordered ironing spray over a month ago and never received parcel! Customer service didn’t come with anything better than sending parcel again with the same shit delivery company which is Evri, and the hope that we might receive the parcel after being shipped from their warehouse 3 times; or myself driving 45 min to the closest store to pick up the order this after I’ve paid the delivery fees!

Rubbish, I would advise you not waste your time with this company!!!!!

I ordered a number of items a d mistakenly ordered 2 pairs of the denim cullottes. 2 pairs supposedly the same size with the same labels - but actually completely different sizes from each other. The difference in the waist was over 7cm.
They were also described as black and they are dark indigo denim
I know that Zara sizing can vary but unacceptable for supposedly exactly the same product in the same colour with the same product code!

Despite more than 6 attempts to contact customer service I have not been send a receipt for my online purchase and am unable to return unwanted items. The customer service chat and WhatsApp answers with hours delay and then logs off after minutes if one does not respond promptly. It is claimed that the conversation cannot be stored so you keep having the same half conversations until customer service logs out again without resolution of the problem.

Their customer service department is the worst I’ve ever experienced. They have moved it to somewhere in South Asia and the staff do not care about customers at all. They are rude and lazy and end the chat mid conversation. It takes weeks for minor things to be resolved. Please do not shop here, they are corrupt!

Zara wouldn't refund me and they'd recieved my goods so my bank got it for me. Terrible company

Extremely frustrating experience with Zara’s online customer service. I placed an order relying on the stated delivery date because the item was urgently needed. The order did not arrive as promised and the delivery date was later revised.

When I contacted customer service to request a refund due to the missed deadline, I was repeatedly asked to wait instead of being offered a proper resolution. The chat session ended without resolving my complaint.

Customers make purchases based on the delivery information provided at checkout. If those timelines are not met, there should be accountability and a clear refund process. Very disappointing service.

Really poor service online. UPS email received unable to collect because no collection code received. Customer service in store have no idea and requesting a code from UPS impossible. I cannot collect my order therefore it will be returned and I will have no option but to pay another fee. Any company using g UPS I will avoid and the same for Zara. So disappointing.

I am only giving one star because I cannot write a review otherwise. Customer service online is extremely poor. I did not receive email with QR code of my purchases. When I went to shop to return, they told me, I cannot return items without QR code although i brought the boxes which as order number and I can prove my address and ID. I WhatsApp and message customer service online. They made me wait over 2 hours but expect my reply immediately. They closed chats without waiting for my respond (less than 1 minute). Clothes for awful and stores are understaffed and undertrained. Complained openly in front of me that they had to stay until the store shutting time because I came in 20 minutes before store shutting time. I left the store 2 minutes before store shut time. Never again

I purchased an e-gift card on 19th December for a Christmas present the voucher was never received into my Zara app, I got an email confirming purchase of the £40 voucher, but never received to activation code so at Christmas had to give my granddaughter money. At the beginning of January I tried to contact Zara by phone which is nigh impossible so contacted them by chat to eventually be told the money would be refunded to my account, however, it’s the 9th February today and I have still not received my £40. I would never deal with Zara again as this is nothing short of theft!! It is no wonder they only receive 1* on Trustpilot

If I could give them a zero I would , zara have the worst Customer service I have ever experienced , they literally steel your money ,

Waiting for a refund which Zara confirmed in writing twice now, for over 2 months

Customer service utterly USELESS and incompetent!!

I give them case numbers , screenshots of past chats with their online CS, email confirmations you name it. They give you the run around and the aim is to NOT ISSUE refunds under any circumstances

NEVER SHOPPING AT TOU STORES AGAIN

Dreadful company. I will never use it again. I have written my issues on here before to no avail, so I decided to write to head office in Spain who own the brand but lo and behold after I sent them the same email twice, they have never ever replied! Obviously Zara UK get there appalling lack of Customer experience straight from the top. If this is what the parent company are like, then there is no hope. Shame on you, Zara and Inditex! You must be so proud of all the negative feedback on this site……… I surprised that you are still allowed to trade.

I visited Zara in Bath this week (02/02/26) but found one of the assistants extremely unhelpful, she seemed quite annoyed that I interrupted her chat with her colleague.
I asked if they had any more of a coat I liked in a small, the one on the rail was faulty. The assistant looked up on her machine and said there was one more on the shop floor, she didn’t offer to see if it had been misplaced at all and look for it. I said could it be on the mannequin, she said if it was she couldn’t remove it, so I left without purchasing! I have had other shops take items off the mannequin’s, it was a loose coat so wouldn’t have been difficult!
Item now purchased online and received the following day!

Zara’s Customer Service Is Shockingly Disorganized and Breaches UK Consumer Law
My recent experience with Zara has been one of the worst retail interactions I have ever had. What should have been a straightforward online order turned into a month‑long nightmare filled with errors, misinformation, broken promises, and a complete lack of accountability.
Below is exactly what happened.

1. I Ordered Several Items and Never Received Them
I placed an order for multiple items, waited, and none of them were ever delivered.
Under UK consumer law, the retailer—not the courier—is legally responsible for ensuring the goods reach the buyer. Citizens Advice clearly states that “it’s the seller’s responsibility to make sure the item is delivered to you” and that they must resolve missing deliveries. [citizensad...ice.org.uk]
Additionally, the Consumer Contracts Regulations require retailers to refund the full amount—including standard delivery fees—when goods are not delivered and the consumer no longer wishes to wait. [gov.uk]

2. After One Month, Zara Told Me to Pick Up My Package — But the Box Wasn’t Mine
After a full month, Zara finally sent a message claiming my order was “ready for pickup.”
When I arrived, I discovered the package was not mine at all.
The box contained letters belonging to more than 14 different people—none of which had anything to do with my order.
This is more than an inconvenience. It is a serious breach of trust, privacy, and parcel‑handling standards.

3. Zara Refused to Refund the Delivery Cost — A Clear Violation of UK Law
Despite failing to deliver my order, Zara refused to refund the delivery fee.
This violates UK consumer law on several grounds:
UK Consumer Law Requirements:

Retailers must ensure goods are delivered to the customer, and responsibility cannot be passed to the courier. This is explicitly confirmed by Citizens Advice. [citizensad...ice.org.uk]
If goods never arrive, the consumer is entitled to a full refund including standard delivery costs, under the Consumer Contracts Regulations and explained on GOV.UK. [gov.uk]
Delivery rights guidance confirms consumers can receive a refund when an order is missing or not delivered within 30 days, including delivery costs, and that the retailer—not the courier—is liable until the parcel is in the customer’s possession. [execonomics.com]

Zara’s refusal to refund my delivery fee is therefore a breach of the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

4. Zara Promised to Collect the Wrong Package — They Never Showed Up
I contacted Zara immediately and sent all requested photos and evidence.
Zara assured me that someone would be sent to collect the misdelivered parcel so they could investigate.
They never came.
No updates. No follow‑through. No professionalism.
Because Zara failed to collect the letters addressed to over a dozen individuals, I had to contact Royal Mail myself, who agreed to collect the package since it contained mail for multiple unrelated recipients.
Royal Mail handled the matter correctly—because I took responsibility, not Zara.

5. Zara’s Customer Support Is Chaotic and Nearly Impossible to Work With
Zara has no phone support whatsoever.
Your only options are online chat and WhatsApp, both of which are dysfunctional.
What actually happens:

You upload photos
You provide the same details over and over
You wait
You get suddenly disconnected
Your entire chat history disappears
You reconnect
And you must start the entire conversation from scratch

There is no continuity, no case tracking, and no agent seems to know what the previous one said.
This is unacceptable for a global brand.

6. Summary of Failures
✔ I ordered several items — none were delivered
✔ After a month, Zara claimed the package was ready
✔ The box contained over 14 people’s letters, not my order
✔ Zara refused to refund delivery fees, violating UK law
✔ They promised a pickup and never showed up
✔ I had to involve Royal Mail myself
✔ Customer service disconnected repeatedly, causing endless restarts
✔ No continuity, accountability, or professionalism at any stage

Final Verdict
This experience has shown me that Zara’s customer service is not just unhelpful—it is fundamentally broken and non‑compliant with UK consumer law.
I will seriously reconsider whether I ever shop with Zara again.