ZARA HOME Reviews 146

I contacted Zara via WhatsApp regarding a return issue and provided a detailed explanation at the outset. As the matter was somewhat complex, it was escalated. However, when I was later contacted by email, it was clear that none of the information I had already provided had been passed on, requiring me to repeat everything I had already provided. It has now been two weeks, and despite multiple follow-ups from me, I continue to receive unhelpful, dismissive responses with no resolution. As a result of this delay and lack of action, my returns—totalling nearly £200—have now passed the return deadline. This situation is unacceptable. The delay has been entirely due to Zara’s failure to handle the issue properly. There is a sense that if I continue to be fobbed off, I will go away but I intend to pursue whatever avenues are open to me for recompense.

I am extremely disappointed with my experience ordering from Zara Home.

I placed my order on 12 February, with an estimated delivery date of 16 February. As of today, I have not received my items.

Since the 16th, I have been trying to get updates through your chatbot, which keeps repeating the same outdated delivery date without any real assistance. There has been no proactive communication, no phone call, and no clear explanation from your customer service team.

When I contacted you through Instagram, I was told the items were being shipped from another country with no estimated delivery time. Now, when checking the app, I see that some items have been cancelled due to being out of stock — after I already paid and waited.

This is unacceptable. Customers should not have to chase basic information about paid orders. The tracking system is unclear, the chatbot is ineffective, and the responses from agents are cold and unhelpful.

A terrible company that does not respect its customers we purchased a bottle of fragrance and 1 leaked in my wife’s handbag they did not care and denied any wrong doing

Went here today with my teenage daughter to buy her stuff for her apartment. We were on the ground floor first and got her a pillow and left it by the cashier because we had to look for more home items on the 2nd floor. This one saleslady need to be taught to learn to trust Asians, and not just Caucasians. So, daughter and I went up the 2nd floor and she followed us, eyeing closely all the items we were browsing. When we got upstairs there was already an old Caucasian lady browsing the shelves, without any staff watching her. This saleslady kept following us and kept close watch at all the items we were picking from the shelves, while not minding what the Caucasian lady was touching. This behavior of this saleslady is soooooooo bad! Being Asians do not mean we are thieves!! Zara executives: you need to give proper training to your floor staff: people of color like us go to your store to buy stuff and not steal stuff!

Bought two chairs and a footstool. The latter turned up but the chairs are nowhere. Their WhatsApp chat is hopeless. A bot auto answers and pushes you to a human that never answers. If you spend £1k you expect more in my opinion.

Beautfil but with the same quality in Temu. Expensive

Very dissapointed in Zara home

I have been on the waiting list for a rug with Zara Home, and as it came available, I placed the order immediately. The rug arrived with a stain on it, and I reached out to customer service where they informed me that the rug was out of stock again. As the rug had come in stock, and then as I purchased it, it was immediately back out of stock, I assume this rug was returned by someone, and then they sent it to me.

The fact that it was returned is understandable, as it is a black stain on the edge of the rug, which will be difficult to get out.

Even though the stain is there, we really do love the rug, and I asked Zara Home if they would partially refund me, or send me a discount for a future purchase. They replied to me that the company policy is that they never offer discounts on damaged products, but they are happy to offer me free shipping on my next order. This rug costs €620, and Zara home feel it’s okay to give me a €3,95discount, or a €19 discount on my future purchase depending on the weight of the order. I do understand companies have policies, however, I have made purchases for almost 5K in the last few years with Zara home, and never returned a product because it was damaged, even though they are not always perfect. I really think Zarah Home should check the customer lifetime value of their actual customers. Picking up a damaged rug and restocking it cost a lot more than offering a discount for a customer that spends significant amounts. I’m truly disappointed in this customer service, as they clearly don’t value a good customer. I can easily order items from ‘the white company’, ‘West Wing’, or other furniture stores, who would happily refund me or offer me a discount if an item was broken. I will be doing so in the future. I loved being a customer of Zarah home, but I will not accept being treated like this.

Products arrived in the next day (Portugal). A bit expensive but I think worth it (with the exception with bedwear - the quality is not that good)

I wouldn't like to guess how much money I have spent with this business. It was my favourite homeware store for so long. The customer service has been absolutely abysmal for some time but it has now got to the point where they are openingly STEALING from their loyal customers. Repeatedly refusing and failing to refund for items not delivered nearly two months ago. I wonder how often they are doing this. The bleeps need to be shut down and locked up. Scum absolute scum.

Rude, incompetent and full of attitude employees. Saying so, I have also heard how poorly they’re treated by upper management! Appalling.

Ah, Zara Home, the worst customer service of all time! They are always unpleasant to deal with; rude, aggressive, unhelpful and uninformed. Zero professionalism. I have decided to stop shopping here, so I just wanted to leave a scathing review before asking for my data and closing down my account. This will probably devolve into a lawsuit before they release my data, so best do this while I still have time…

Failed to deliver €1500 worth goods.

There is no customer service. No reply using, WhatsApp, email or phone.
Will report and claim money back using Amex credit card.
Don’t use home delivery with Zarahome, they use Ontime delivery service which is as equally bad for customer service

I ordered armchair,instead they sent me some lamp, after many times contaxting them nithing happened, i rezuested refund,but not yet recived it,i feel like i am being scamed, awful experience,never again

LITERALLY AN ONLINE SCAM
They took our money (4000 euro) on April 2, canceled the online order by themselves claiming they never received payment, and they have yet to refund it.
Their staff is completely clueless about all of it. They have no internal systems to reference previous discussions and no accountability of any kind.
AVOID ONLINE PURCHASES AT ALL COSTS.

went to store in Palma and decided to opt for home delivery on a few bulky items to save trudging to the car... big mistake waited in all day emailed and tried to call store - permanently engaged. Finally got a response from an online agent who confirmed they hadn't left the warehouse yet and would be delayed. couldn't reschedule for a date that worked for me (out of the country for 4 weeks) so left with no option but to cancel. But because ordered in store we have to wait for refund... DO NOT ORDER HOME DELIVERY FROM THIS COMPANY - YOU WILL BE OUT OF POCKET, CHASING YOUR REFUND AND ALL ROUND UNHAPPY!

Would give zero start if I could
2 of my items arrived damaged
They don’t pick up the phone, they don’t respond on chat or on WhatsApp.
This company is a scan

I ordered a coffee table from Zara Home, expecting delivery within 13 days as promised. Six weeks later, I still have no tracking number, no delivery, and no idea where my table is. Despite multiple calls, their customer service has been completely unhelpful—unable to locate my order and seemingly unwilling to take any real action.

After a month of regular calls for an update, I finally managed to request a refund today, but now I’m left scrambling to find a replacement elsewhere. This entire experience has been frustrating and a complete waste of time. I will never order from Zara Home again.

Unacceptable company, they probably commit electronic fraud with digital gift cards. They collect the money and do not deliver the voucher. If you ask for clarifications, there is no responsible department to respond. Do not buy anything from them ever.

I ordered 16 glass goblets online on Christmas Eve, the next day they were on sale for over $4 cheaper each. I called the day after christmas to have them give me the sale price, because they hadn't even shipped. They refused to give me the sale price, stop the shippment and refund my order or help in any way. The person was completely uphelpful.

If I could give them zero stars, I would. I bought a lamp that showed up moldy on the shade, and struggled to get ahold of someone via customer service. They replaced it, only for the new one to show up broken, and the shade was moldy. One of the only companies that I've seen that doesn't have reviews...which should've been a huge red flag. DO NOT BUY FROM HERE.