Zara Reviews 3,411

I had an extremely disappointing experience shopping online with Zara. My delivery was left outside by the bins on a rainy day, instead of being handed to me or placed somewhere safe. When I found the package, the box was soaked through and all of the items inside were wet, dirty, and stained. Several pieces were completely ruined.

I contacted Zara customer service to explain what had happened, but they were incredibly unhelpful. The only solution they offered was for me to return the items for a refund. However, the items were from a sale and were no longer available online, so returning them would mean I couldn’t replace them. I asked if Zara could at least contribute towards the cost of dry cleaning, but they refused and said they could not do anything else.

I feel this is very unfair. The damage was caused by poor delivery handling, yet Zara took no responsibility and offered no real compensation. This experience has left me frustrated and disappointed, and it has seriously affected my trust in the brand.

Dreadful company-
Bought an item (in stock) for over £80 including shipping, get sent a completely different item (not even the same gender or size) worth £14 and which then left the original item now out of stock, so I couldn’t repurchase which was meant to be a gift. Left without the item I originally wanted and have to go through the hassle of customer services and returning something I never wanted. Wouldn’t bother with them- Mistakes happen but after reading all the other reviews on here it seems the company just do not care. The staff in stores are just as unhelpful.

I visited Zara today to return a few items but did not have a receipt. Selda, a very kind and patient sales assistant went above and beyond to help me retrieve my receipt through the Zara app. Her calm demeanour, understanding, and clear guidance ensured I received the best possible service, truly 100% from Zara on this occasion.
If Selda isn’t in a managerial role, she would undoubtedly be a tremendous asset to the company, helping to train staff to deliver outstanding customer service. Her humane and thoughtful approach made a stressful, busy store visit much easier to navigate, and I’m sincerely grateful for her assistance.

Thank you, Selda, for turning a potentially frustrating experience into a positive one. Your dedication to excellent service did not go unnoticed.

London Oxford Street

ZARA IS THE MOST DIRTIEST,CORNY COMPANY YOU EVER WANT TO DEAL WITH-- THEY TEAM ARE MISERABLE, HELPLESS, HAVE NO CLUE EXPECT CHATTING SHIT. I HAVE LOST A PACKAGE TOTAL TO £240 POUNDS ORDERING FROM THEM BECAUSE THEY USED YODEL COURIER-- LITERALLY THEY DO NOT CARE ABOUT DELIVERY AFTER YOUR MONEY IS TAKEN... I KNOW THIS DON'T TAKE A PINCH OUT OF ZARA BUT I WISH NOTHING BUT SADNESS AND A MISERABLE LIFE FOR ZARA TEAM UK-- FOR THEIR NONCHALANT ATTITUDE WITH CUSTOMERS--- YOU ARE GOING DOWN GRADUALLY AND WE WILL BE HERE TO WATCH YOU ALL DECAY IN HELL OF POVERTY AS YOU RIP OTHERS OFF - MODERN DAY ARMED ROBBERS

Stylish and good quality

Purchased a dress online in Dec 2025. Realised now it’s got a faulty zip (still with tags). According to Zara as it’s past 30 days, nothing can be done. Explained I’m not asking for help for no other reason than it’s faulty. Staff are like AI robots. Close the chat before you can reply. Had to raise the issue with my bank. I don’t know how the can get away with it?

Absolutely awful. Will never buy from Zara ever again.

Package got lost with EVRI. Was told by Zara customer services that it will be delivered and just to wait. Never did. Kept telling me to wait for their internal investigation which never happened. No other way to raise a concern. When asked for a number and complaints procedure chucked out the chat.

This company is stealing from people

It is so frustrating you cannot speak to anyone in customer services.
Ordered a sweatshirt online paid extra for next day express delivery service and paid extra for the item to be gift wrapped in a box with personalised note for my nieces birthday but it didn't arrive with anything, which is appalling. Having spent 40mins through chat service and advised, it needs to be investigated for 48hrs (although photo evidence provided already). Informed 2 weeks for my refund. Shocking timeframe.

The online aftercare/query service is really letting ZARA down badly.

Disgusting how Zara treats customers. No email or phone number but an AI whatsapp that refers to a team in India (with up to 60 min wait times) that reads AI prompts and follows a script without any sense or human decency. After weeks of pointless communication with that India chat centre, logged a formal complaint case number: CAS-4225375-B4M4R8. Was told I would hear back within 48h. As of 30 Jan, still zero response.

I think Zara officially has the worst customer service in the history of customer service. I returned an item in store but didn’t receive a refund and because the customer service representative couldn’t work out why this had happened they said have a nice day and ended the chat. I still haven’t been refunded! Diabolical!

I place an order and did not receive my order, 2 days passed the delivery time can’t talk to someone and the Al chat is nothing to write home about. I need my refund

The range and quality of products is generally good, the app is well laid out and easy to use.
I have only really had any issues when it comes
to returning items and contacting "customer service".
I ordered a fragrance online which came boxed and sealed. Decided I didn't really want it any
more and went instore to return it. Scanned the app, placed the item in a sealed paper bag which they provided and then placed it in the locker to be returned. A few days went by and I got an email saying that they would not be refunding the item and that it would be sent back to me. No explanation provided. The email also said it is not possible to return or exchange the item again. The item was then sent back to me and i saw the box had been opened, and there was a rip
on the box. This was certainly not how i sent it off!
Contacting customer service is beyond painful and I have gone round in multiple circles
on whatsapp explaining the situation countless times and got nowhere. Very very disappointing from such a big international company

I have had numerous orders never turn up and it is a nightmare trying to get it sorted and get money back
gave it another try and just received a weird dress instead of the top I ordered

Wouldn't even give them one star but no other option. Done an online order and was left on the doorstep and went missing but according to Zara online chat, which is absolutely useless, it has been delivered successfully. A week later and 4 different hours spent on chat, which is totally useless, I'm out of pocket and Zara has robbed yet another customer so AVOID THIS COMPANY AT ALL COSTS!
Needs to be shut down by Trading Standards

One star even more kindly, I had a very frustrating experience when trying to return an item. I waited for almost half an hour, and one staff member told me I couldn’t return it and then walked away without any explanation. I tried to get help from other staff, but they were looking at me and pretending not to notice me. Very poor customer service and disappointing experience.

AVOID AT ALL COSTS! ZARA'S ONLINE AI CUSTOMER SERVICE IS A DISASTER! AN EXERCISE IN LITERALLY DRIVING YOURSELF INSANE AND REGRETTING YOUR LIFE CHOICES. A HIDEOUS DESPERATE HATEFUL EXPERIENCE. SHOCKING!

The product was damaged and the customer service was awful.

Have lost over £400 as my order, according to the tracking it’s has been delivered to drop-off point but the post office it was supposed to be dropped off at do not have it. I have wasted time on the website chat and on WhatsApp and both are just AI generated messages and I can’t get any help. I cannot make a claim with royal mail as postage was paid from a business account. Neither Zara, Royal Mail or the drop-off point Post Office will help me and I will never buy anything from Zara again in case this happens again.
Absolutely pointless customer service and massive disrespect to paying loyal customer. Never, ever again!

It was a horrible experience. I ordered online, and my package was delivered and left unattended in the building hall, so it was lost, but they refused refund my money. The second experience I chose to deliver in post, and I have not received any email or notification. When I checked the situation, there was an explanation that the recipient refused to accept it, and it turned out the same day, so their online system is horrible in the UK.

Shocking after care , you cannot it’s almost impossible to speak to someone l had a missing parcel l needed resoloving they were impossible to deal with promises of updates on what’s app live chats l even went into the store to try to resolve not bothered at all ! No email addresss just rubbish what’s app they answer when they feel like , order and if you receive all good but be aware if it’s not delivered and you are charged don’t expect any customer service support it’s zero !! !