Zara.com
reviews and complaints

I've ordered a lot of things from Zara online shop. Some items I received were great, but few pieces I've returned back since the quality was way off. My last experience was horrible, I ordered some items and was double charged for an identical order. I contacted Zara customer service and was called a liar! I did received my order and it was fine, but they still owe me! They're saying that since my order was successfully delivered they are innocent of any wrongdoing and I will not be issued a refund. Absolutely ridiculous! I'm going to report them and will open a dispute with my credit card company.

I lost all my money because of Zara! Long story short. I had a $300 gift card, received it on birthday. The next day I went online and decided to order some stuff. Due to things I bought were rubbish I decided to return everything. After I purchased they blocked my card for who knows why, so when I returned the items I basically lost all my money on the card. Tried to resolve the situation with their staff, but these people really do not care. What kind of company is this?

I love zara's but what is frustrating is their online services. I ordered something and wanted to add 2 pieces to my order. I called within minutes of ordering it and they said they could not do it. They could not add pieces because the order had been processed already. Although I just placed the order. It was literally within minutes. They said I had to reorder the items to add the pieces I wanted. I wanted to cancel and they said I could not. And I had to order another $50 to get free shipping when the original order was already over $50. So I had to reorder everything. Why offer a customer the option to cancel and have a cancel button only to deny that action? So now, I have to deal with returning an order since they wouldn't cancel it although were talking minutes.

Zara has the absolute worst return and exchange policy. I've banned my whole family from buying anything from them for my kids and I. Done!
They would not even let me exchange a gift, Too small for my daughter with tags on still.
Square One Canada

My friends to have issues with there policy's. They said too there families to to stop buying gifts from there too.

I bought something from zara store, but when I arrived home I realized that purchased items was damaged. I went back to the store and wanted to return it. I thought there will be no problems, because zara salesperson said that it is possible to return the items if it is damaged or defective. When I arrived I was told that I could not return the item to the store. The girl on the counter told that it had to be returned to the on-line sales as they where two different companies. I said I had been instructed to return the item and receive an exchange in store. She said that they are too busy and don't have time for my problems. Very rude and unprofessional.

I had some problems with Zara staff, so I need to know managers name. She refused to give me her name so I could file a complaint! Then I asked the assistant but she also refused. While I was arguing with them, another angry customer came and she told me the manager’s name. When I said to the manager that I know her name she became infuriated demanding to know who had given it to me. She started screaming at me that I had no right to know what her name was. She also grabbed my arm and pushed me. There were like 15 people in line and everyone was shocked. I must add that I am a 50 year old woman. Some young girl tried to help me, but the manager just pushed the poor child and she fell on the floor. When the security came, I was told to leave the place. That whole situation was horrible!

This complain is for zara at yorkdale mall located in toronto. I went in january 11/16 to exchange a shirt my daughter got for christmas. The cashier told me I couldn't exchange it because I was past the exchange date. The date january 9/16. I asked for the manager who comes over and doesn't speak. No such thing as a "hi, how can I help you" nothing. Just stands there looking at me. After I explained to her the situation she says "we can't exchange it. This is over". I told her it was a christmas gift, we were out of the country, i'm two days over the date and I just need a bigger size! She says no again and says the receipt won't show up on the system. I told her the other cashier did scan my receipt and it did come up. She keeps saying no with that miserable face. We are talking about zara! Not walmart! Zara isn't cheap. They should be more considerate of the customers. Is this how they train their people! She could have said "I will make an exception this time..." or "i'm really sorry but I really can't exchange it..,.." no! She just stands there miserable and tells me the conversation is over! I work for cibc and i'm a manager myself. We can't always please everyone but it's all about how you present the situation to the person and zara really should invest more money in training their employees. They sure charge enough.

I purchased $200 worth clothes, but I never received my items. Zara completely stole my money! I was told they delivered the package but I didn't receive anything. When I checked the address it was sent to, it was a completely wrong address. Agents said it was not their fault, they stated it was I who gave them the wrong address! I'm sorry, but I know where I live, so it was not my problem! I keep calling them because I want to get my money back! They took $200 from me and they blame me for their mistake! However, they were willing to give me another package and even sent me a confirmation email. But the same thing happened again! They sent another package to the same wrong address. Seriously? I really hate zara and I will never order from them again!

I recently had one of the most disappointing shopping experiences of my life at zara. On december 12th my girlfriend bought a dress at zara. She tried it on and it fit very well. Once we arrived home she removed the tags so she could wear it out that night. As soon as she put the dress on (for only the second time) it split right up the side. Clearly the sewing was second rate, so we drove the hour and a half back to toronto the next weekend to return or exchange it. The staff were completely unhelpful and the company clearly had no intentions of standing behind their product. Because the tags had been removed they said they could do nothing except send it out to be restitched. When we asked if they could have it mailed to us once it was repaired the reply was 'we don't have that capability'. So the ability to put postage on a package and send it to a customer who bought faulty product is beyond them. Not a good sign. After much back and forth discussion it was clear that they were completely unwilling to be helpful so my girlfriend just asked the clerk to throw the dress out, as it was useless. The clerk would not even do her that courtesy and suggested she give this evening dress to a homeless person because they would be happy with it. I was completely floored by this ignorant comment... Clearly the clerk has no idea what the homeless truly need (I think most reasonable people would agree evening wear is not among those needs) and just wanted to wash her hands of this situation.in the end we left, useless dress in hand and $80 wasted. Those people who are considering shopping at zara may find it to their benefit to spend their money elsewhere, at a business that is willing to stand behind what they sell, and that has employees that understand customer service.

Very poor quality and service. I purchased some products online and went to the store to pick them up. And only then I was told that some items are out of stock and they will be delivered within two weeks. But there were same products available at the store. I told that I don't want to wait two more weeks and asked them to give me the same items from the store. But they said it was impossible. I was told that I am an online customer and they don't have the rights to do that. I still don't understand what they meant by that. That was the most ridiculous thing I ever heard. Well, I got some items and was told they will call me when the rest of my order arrives. But, I never received any calls or messages. Two weeks passed and I went to the store again! I asked where is the other half of my order and they told that I need to wait. I asked for how long. And they said „two weeks”. Well, that was not funny at all. Zara failed as a company since they can't provide normal customer service. Later I contacted zara to ask for reasons for this horrible situation, but they never replied. And yes, two months passed and i'm still waiting for my items to arrive.

I have been a loyal customer of your stores for the past 5 years. But to my surprise, on the date of 07 dec 2015, I was receiving very poor service at your store (location: markville) on the said date, I made the purchase for personal, when I asked the server about the size and colour, she has no response but a contempt face, I asked her about her name, she told me she don't want to but you can find the manager if you want. The person who called natalie (merchandising dept), white hair, 160cm tall. I was appalled at such behavior, and have a good mind to take my my business elsewhere as suggested. I hope you would look into the matter, and make sure such an incident is not repeated. Your company has been known to provide good services, and such events tarnish the company name, so please address this issue soon.

After purchasing a zara leather bag, ref: [protected] leather shopper bag [protected]-i2014. I used the item roughly 10-15 times before the stitching on the hangle came loose and I was unable to use it. I phoned customer care on 30th october who said they would email me a postage label to return the item in order to give a refund. It took another 2 emails of chasing before they finally sent this through. I sent the item on 12 november. After 7 days of hearing nothing I telephoned to ensure they received the item, the person on the end of the phone was vague and after ten minutes of looking 'on the system' did in fact state they had received it and would process the refund. After hearing nothing for another 7 days and no refund - I telephoned to question why - they detailed that it would be done in the next 48 hours. After nothing 48 hours later I again telephoned and they said they could not refund it they needed me to provide iban and swift codes from my bank account. At this point I should point out that I order a lot of items on-line and spend £100's with zara each year and normally refunds happen within 24 hours. I then telephoned my bank and got these details and telephoned them through on the 29th november and also emailed them but still no response, I have also emailed twice for some response but none. I would like my refund please and contact to confirm this - my number is [protected]. I will take this as high as I need to and will never use zara again and will ensure my friends don't too. Asos here I come, terrible terrible customer service and care from a store I loved yours charlotte munton

I am very disatisfied with zara. I was about to buy quite a few products from the site during the black friday sale. Before the order was fully processed, I changed my mind about one of the coats. I wanted to change my orser but the only option provided was to cancel my order. I pressed the cancel button at the bottom expecting a confirmation of cancel or to change my orser. However, none of those options came up and my order was just cancelled. I called customer service right away and was told that I cannot reverse the cancellation. What if I had accidently pressed cancelled or what if someone had gotten a hold of my email and cancelled it. I think zara needs to change their online shopping system.

I'm not normally one to write formal complaints, but this time, I'll make an exception. I really don't want to be rude, but never in my life have I seen worse customer service than at the Zara at Toronto's Eaton Centre. I went into the store on Thursday, November 19, at around 13:10. I asked a sales associate if they had a pair of high heeled shoes that I saw online (I was told by the Queen St. location that the Eaton Centre had one pair left), and she told me that it might be in the back. She told me to "wait here," and that she would be back. And wait I did. I was standing around for 20 (yes, 20) minutes before I saw the same sales associate on the other side of the store, folding some clothes. It appeared that she had completely forgotten about me. "Ok," I thought. "I'll just ask someone else." I asked another sales associate about the shoes, and she told me she'd check the floor for them. Again, I was told to wait, and that she would be right back. Fifteen minutes later, that sales associate walked right by me and was helping someone else. Once again, I was forgotten about. I shrugged it off and walked around the store looking for the shoes myself, but did not find them. Altogether, I believe I wasted 40 (yes, 40) minutes in that store, over something that could've taken 15. A few hours later, I called the store from my apartment to request to put the shoes on hold, since going into the store and asking for help proved to be fruitless. The woman on the phone told me to "call back with the reference number (despite the fact that I described the shoes), and abruptly hung up. I called back later with the reference number, and asked for the women's department. I was on hold for 8 minutes before someone answered the phone. Lo and behold, I was connected to the KIDS department, not the women's. I asked yet again for the women's. I was on hold for 15 minutes before I hung up. I called back, this time ready to talk to a manager about the abysmal service I was receiving. I asked for the manager of the women's department, and was again put on hold. Then, someone picked up, and I asked if they were the manager. They said they weren't (of COURSE they weren't. What did I expect?), and I was yet again put on hold. After another 15 minutes, I hung up. I walked into the store again, and asked to speak to the manager in person. I very calmly told her the situation, and she said it was a"miscommunication."OK, that's standard. Could she please track down the one pair of shoes that I was told the store carried? She told me to wait. I waited 10 minutes. She came back and said they didn't have my size, I would have to order them online. I said,"OK." She said I would have to pay for them upfront. My body recoiled at the thought of giving this store my money, but I didn't want to walk away from this ordeal empty handed. She told me to wait, while she fetched the iPod to carry out my transaction. I waited. I waited another 10 minutes. She came back and said the one she has is broken, I would have to wait some more while she found a working one. I walked out. I calculated that before I went into the store the second time, I was waiting an hour and nine minutes for absolutely nothing. I don't know if this is because it's seasonal, but this has truly been a terrible experience. I kept my cool, despite the absolutely ANNOYING circumstances. I don't know if it was because of the way that I looked, but I've never seen such disregard for business. Is it because I'm Middle Eastern? Is it because I'm a student? I don't know. To be honest, I hope that this behaviour was unique to me, because then that would mean that they treat EVERYONE like this. Again, this has been my worst experience at a store. It was disorganized, irritating, and offensive. Please, Zara, make sure this doesn't happen again. For your own sake.

I was trying on a top and I noticed that there's a stitch that is not part of the garment. I asked for a new one, and I waited for like 5-10 minutes but the sales lady said that there's no more stock. Since, I really want the top, I went back to the rack to check if the same size and style is available. And yes, it is! I love their clothes but I really hate their service! This is not just the first time! This is in zara greenbelt 5!

I intended to purchase a black suede bag marked as 89 euros. When I took the bag to the counter, I was told that the amount of the purse in us dollars was $189.00. When I complained that was not the actual exchange rate between dollars and euros, neither the clerk behind the counter nor the manager understood anything about exchange rates. The manager also was not willing to give me the accurate price nor would she apologize for inaccurate pricing. She, the clerk behind the counter and the glaring security guard acted as if I was in the wrong. This company really should train their employees better.

To whom it may concern, three days after the purchase of the woman's trousers I had made at zara (milton keynes) store, I went there again to exchange it for a bigger size. The price/code tag of the item was still with it, though I had no more receipt with me. I was rejected to have an exchange even though the trousers' price tag was still with it, and the item was in a perfect unworn condition. When I bought it originally on 4th october at the store of mk zara I took them away together with more items that I purchased in store, so I spend more money than £29.99 for those trousers. The trousers I bought were in size 38. I went back to the store on 7th october asking to exchange trousers (not asking for a refund) for another - size 40- the same trousers. The exchange was refused (by the store manager) because I didn't have a receipt present. When asked, whether the bank statement showing the purchase, would be accepted instead, I was told that, as bank wouldn't specify individual items on the statement, and because I bought more than 1 item at the time of the purchase, this wouldn't indicate the receipt of the trousers and that the exchange of the item is not possible. 'this is the policy of the shop', - I was told and turned away. Fair enough to reject my exchange because I didn't have a receipt and if I was asking for a refund. But in this case the item still had a valid and the same price code tag (please see the attached picture). I have only asked for an exchange of the same item - for only a size bigger. And not a refund! As trousers are slightly too small and I am unable to wear them I don't know what to do now. I still want the item - I don't ask for money. Why the exchange can not be accepted? Regards, nj

Terrible customer service at zara (but at reading oracle branch). I asked for help in getting a new scarf from the back and the first staff was polite. I waited for 45 mins, so I asked a second staff for an update and her reply is 'the stock room is far', I ask her how long will I have to wait and her next comment is' I don't know you just have to wait'. I asked her cant she check, I cant surely stand and wait for no explanation; she now fed up with me and smerk 'I cant check, the stock room is far'. Her attitude was disgusting and unwilling to help. She proudly ask me if I want to speak to her manager as she of course think she's was in the right.
Her manager came after 5mins with my scarf, and said that it was by the till point all this time, which prove that her staff was just finding excuse. I complain and she again did not care and say she will tell her manager and walked off.
None of them was wearing name badges so I cant even grab their name but happily pop in to get it if needed.

Its only googling how to complain when I realise zara terrible customer is renown!

I ordered about $500 worth zara clothes online, so I could give as presents before returning home for summer. However, the products were delayed for almost 3 weeks, and by the time it was delivered, I already went back home. I called and requested a refund. They rudely rejected me and offered no helps whatsoever. It was a rental house so I am not sure I could get the package back. Yet, I already left the country, which means even if I could contact the landlord, I would still have to pay for ridiculously expensive international shipping fees. I wonder why all this have to become my problems just because zara fails to deliver products on time.