Zara Reviews 3,411

If I could give this a zero I would. Iv shopped at Zara for years but this is the final straw. Placed an order, paid for delivery for 2 to 3 working days. A week went by and no updates, heard nothing. Another week gone by still nothing. I have contacted them this today for an update to be told the 5 items ordered are out of stock. A disgrace, won't be shopping with again!

One star is too much to give this appalling company. Customer service is non existant as they haven't replied once to my two emails. They refused, in the store, to exchange the size on a Christmas gift that I received, even though the garment had all tags on. Never dealt with such a dreadful company.

It's not worth purchasing anything from Zara online as their customer service is shocking (or non existent).
Purchased a pair of trainers for my daughter and sent them for an exchange. They sent the wrong size (also the trainers had the wrong size labels on) and would not process another exchange despite their error. I was told to send them back as a refund (with 2.99 processing fee that I have to pay for) and repurchase them (also paying additional delivery fee). It has been 3 weeks since I returned them for a refund and nothing's been processed. Their customer service online is absolutely useless. No initiative to help their customers or to rectify their own error.

Refused to refund something I sent back even though it was in same box with other items. All with labels and unworn.

Zukifqar on chat seems to think that an order that was placed on Sunday 18th which incurred a delivery charge for 48 hour Royal Mail tracked delivery can be delivered on Thursday 22nd and that’s still within 48 hours! I asked on chat if they use a business account because this is what the Royal Mail website asks for if you want to claim for late delivery. They refuse to answer that question and keep telling me to wait until it’s delivered. Clearly they can’t be bothered to read the messages properly .

Awful Unfriendly Rude Staff...Mahon Point Cork..

One star is too kind. Sadly my mum’s coat was stolen in the Regent Street branch last month. Professional thieves operate around the store throughout London so beware. Seems the online experience is almost even worse. Avoid at all costs unless you want to find yourself filing a police report

Incredibly disappointed given Zara’s high standards in their shops, products and service.

The website is possibly the worst online shopping experience that I have experienced.
Why?
1) hard to navigate
2) once ordered gift voucher not emailed.
3) subsequent attempts to find how to access said voucher failed.
4) went to Chat. Incredibly hard given that I am SSI/ Blind and despite several requests with customer service agent no answer was given to Zara’s Accesability policy.

So if you are visually impaired don’t use Zara.

Bought item on line as size not available in shop on the 9/10/25 email confirmed receipt 16-17 October. Went to shop not arrived. Advised to wait for further email confirming arrived in store.
Chased 28 October 25, advised to wait until receive email confirming in store.
Chased again 29th December on line this time requesting refund. Told I would have to go into store to get refund. (Not what the shop told me when I went in store chasing delivery of item previously) Returned to shop on the 9th January 2026 after further communication on what's app promising refund and compensation for wasted journeys.
The shop finally refunded me on the 9th January 2026 but apparently dont offer compensation in store. I persued this further and spoke to a representative on the phone in the store. The store Manager confirmed that he had seen written evidence that I would be compensated to the call representative. I demanded to speak to the manager and was told the representative could not transfer the call. He said the manager would call back. I agreed on the terms that I would be contacted at a time that gave me sufficient time to return home approx 2.15. I told the representative no earlier as I was in a Mall and I would be driving before then. I was called at 13.44 exactly when I told them not to call.
I have chased again and consistently been shut down on what's app.

I wish i was able to use NO stars as i am absolutely disgusted with Zara's customer services. I have tried time and time again to solve my issue and the chat service they have is shocking. Im not sure if its a human im chatting to but they just keep closing it!
And then i have to go through the same details again and again and again! So now ive asked for an email address to send a written complaint because im getting nowhere.....And guess what...they closed the chat! This has been going on since before Christmas and after numerous attempts to get answers by chat...nothing has changed. Surely there must be a way of raising an official complaint with a company.
The issue isn't huge....its so easily solved if someone spoke to me....Ive dated the experience today but its been going on for weeks and weeks

Avoid Zara. Untrustworthy! Refused to refund a Christmas present bought for my son at Xmas when returned to store on 15 January, unworn, still packed and labelled with full proof of purchase. Gave a gift card less than 40% of purchase price. I had no idea until logging onto TrustPilot that Zara has such a dreadful reputation. Fro the avoidance of doubt almost ALL retailers allow return of Xmas presents with receipt up until end of January

Extremely poor customer service — Zara ended the chat before I could even finish.

I live in the UK. I placed an order on 27 December 2025, and the delivery dates kept changing with no explanation. First I was told it would arrive on 9 January, then 13 January, and after both dates passed, I received no updates at all. The courier provided no information, and Zara kept giving me the same scripted responses every time I contacted them.

I reached out to customer service multiple times, and every single time I was told to “wait 24 hours” or “wait 48 hours.” I followed every instruction, waited patiently, and still received no meaningful update. Eventually, I was told the items were “no longer in their inventory,” and they even attempted to cancel my order without my consent.

After waiting 48 hours several times, I contacted them again. Instead of helping, the agent gave me the same generic message and then ended the chat before I could even finish my conversation. That alone shows how little they value their customers.

This has been incredibly frustrating and completely unprofessional. I’ve now had to escalate the issue to Citizens Advice, Resolver, and my bank for further action. I will also be sharing my experience on social media so other customers are aware of how poorly Zara handles problems.

Zara seriously needs to improve their communication, transparency, and customer service. This experience has been unacceptable from start to finish.

Menswear male manager with an uninviting attitude towards customers are a total put off to ever come back shopping here again.i visited the shop at Westfield shopping mall in Stratford and I believe this person was a manager named Antoine

I returned an order to Kingston branch 9 items. On checking the refund the claimed I returned 8 items. I have been repeatedly cut off from customer service WhatsApp and it appears that Zara don’t respond to this catalogue of complaints. Such poor service

Zara rescheduled delivery twice then cancelled claiming the item wasn't available at the warehouse. How could this be so if the item was out for delivery to me?

The money was debited, however, Zara state this didn't happen because the items weren't shipped. They clearly were as I had delivery notices and the money had cleared. They told me to contact my bank. Ridiculous, as it isn't a bank issue.

No phone number therefore you have to navigate the bots before you get to an agent. The first agent closed the chat. I note from the comments that this is common. The second agent couldn't view the account so couldn't tell me what had happened. Apparently they will email me within 48 hrs. I won't hold my breath. You can't reply to their emails either.

I will never buy from them again.

I had a terrible experience that is far beyound all what I read of negative reviews.
My daughter made an order over the christmas time and she forgot to put the house number.
The order was 157 pounds worth.
The delivery man sent a message that I did not see that he could not find a house number.
Half an hour later, he sent a message that delivery was completed.
What happended is that a box full of clothes was left on the curb on a random site in the street far from our house and as expected what I figured out next day after doing a lot of search and investigation that the order was snatched by a passer.
The company of Zara and the delivery company insisted that they delivered the parcel and actually the parcel was left in the street randomly as a pusnishment that we did not put the house number. I can not explain how frustrated my daughter is and how we lost 157 pounds just because of negligence.

Took two pairs of trainers back. One was damaged and one was wrong size. Been waiting 2 weeks for a refund. Every time I chase they tell me I have to be patient and fob me off with its being processed. Got told on Friday I would get email confirmation on Saturday of the refund but still nothing. Chased today and was told it’s being reviewed and I need to be patient. Why is it taking so long? I returned two trainers, I had a receipt L, it’s straight forward? I should have looked at the reviews. Give me my money back!

Terrible experience,unacceptable behavior from the manager

I had an extremely unpleasant experience at Zara in Park House, Oxford Street, mainly due to the appalling attitude of the manager.

I was simply trying to correct a mistake on my receipt, something completely reasonable, when the manager started looking at me in a very judgmental and hostile way, as if I had done something wrong. Her body language and facial expressions were rude, dismissive, and unprofessional.

What made this even worse is that I was there with my small baby, who was crying at the time. Instead of showing even a basic level of understanding or empathy, she treated me in the worst possible manner cold, impatient, and disrespectful. Being a mother with a crying baby is already stressful enough, and her behavior only made the situation far more difficult and upsetting.

This level of customer service is completely unacceptable, especially in a flagship store on Oxford Street. No customer should ever be made to feel uncomfortable, judged, or mistreater particularly a parent with a young child.

I will definitely think twice before shopping here again, and I strongly hope Zara addresses the behavior of its management staff.

Purchased gifts online for my niece's Christmas. Local Canterbury store refused to swap them for the next size up because only had up to the 28th Dec to exchange. Never again. Will purchase my gifts from stores who offer January refunds for customers. Waste of money & won't shop Zara again. Maybe someone from Zara would care to explain to a girl with Downs Syndrome why she can't have the Kpop clothes bought for her?

Terrible terrible customer service !
I can’t believe a brand like Zara is putting this POOR service forward to communicate with their customers !
Missing items and missing parcels from my order and a complete nightmare to get hold of Zara agents to help!