Zara.com
reviews and complaints

I had gone to zara in montreal on may 9th at 3pm.I had gone to ask a chinese sales lady a question and she completely ignored me.I asked her if she could help me and she put her head down and act as if she didnt see me.So I asked another lady at cash if anyone was available to help me and she told me to see the chinese girl, so i told her the problem and she did nothing.The funny thing is she had notting to do but fold clothes.I called up the store one hour later and asked a young man for the name of manager and he told me they were not aloud to give that info out.so i told him the problem but he didnt care.I said i make 2000 a week and he replied it has nothing to do with the amount of money i have.bottom line i was discriminated against.

I wish to complain about the poor service I got this evening; at about 7:00pm French time; at Zara No 40 Champs Elysées. I was nagged and virtually insulted out of the shop because the smallish dark-haired Asian cashier asked if I had a code for my visa card and I responded that as she could see I was inserting the card into the machine and ready to enter my code. She just started talking about stolen cards. First, I'm a diplomat by the nature of my job. Therefore, I am highly offended. Two, I could have been her mum. I sincerely hope that you'll take immediate action to avoid this girl shouting at other people the same way. I can tell you that when the head of the section was informed, she did nothing but tried to cover up for the girl.

I never go out of my way to complain about customer service, however Zara's customer service is so POOR, I feel obliged to do so. Two days ago I bought a pair of shorts for my niece. I took them home and they were too small for her. I wanted to go back and buy more things at Zara so I decided to see if I could exchange them. I asked one of the clerks if I could exchange them for another size and she simply said 'no, sorry' and walked away. Then I asked for a manager and she came along, I explain the situation and she asked me if I 'read the receipt', I said 'yes, I know it's a final sale but I'd just like another size'. She huffed, explained how 'difficult' it is for them to do this, she would make ONE exception for me but I had to promise this was my last time. ? When I went to check out the manager wasn't around. I asked for someone to get her and they said they were too busy.
This isn't the first time I've had terrible customer service at Zara. No one is there to help you, they all work as if they have the worst, most difficult job in the world and I'm done. This last visit topped it for me, but I'll be sure to share my experience and I will not shop there again.

My son received an expensive pair of pants from Zara as a Christmas gift. I have spent hours trying to return them with no success. This included 1) visiting a store with pants, original tags, and return mail form. I was told that the original invoice was required, even though this was a gift. 2) Calling customer service to see if I could get the invoice. I was told to call a different number after about 10 minutes on hold. 3) Called the other customer service number. Was on hold 10 minutes before being disconnected. 4) Called back and got through. Was told that the store should have taken the pants back, and could have called to get the information themselves. They couldn't give me the invoice as I did not purchase the time. 5) Contacted the gift giver to get the invoice just in case. Finally got it and went back to the store. 6) Was told that they would not accept the return. They need a special code that is not on the tags, mail return label, or original invoice.

I had a faulty product bought for a Christmas present and was trying to exchange it. The Oxford Street branches were very helpful however the same cannot be said for the Covent Garden branch or the Westfield White City branch.

The phone was never answered in Westfield and I tried over two days. The phone either rang out or was engaged.

In the Covent Garden branch the man who answered the phone was very rude and refused to help unless I had the reference number of the item to hand. No other store refused to help and always did their utmost to take my full description of the product and its price point..

I am enormously disappointed as this falls well below the standards I would expect from a brand like Zara.

I ordered clothes to be sent to as a gift to a friend to be delivered within 3 to 5 days in order for this it to get to him in time for sinterklaas. First of all Zara refused to use a gift receipt and said they could only include a full receipt in the package.

Furthermore, 12 days after it was shipped, it still hasn't reached my friend and after numerous calls to Zara, they continue to tell us they don't know where it is. They've misplaced the package. They have not apologized or made any amends. Needless to say, I will never purchase anything from that place and will endure everyone I know knows how disgraceful and disgusting their customer service is.

I am from another province and I was visiting Toronto, I purchased a blazer & shirt for my husband at Zara's in the Fairview Mall, when I returned home I discovered the items were to small and I called the store about returning them for a larger size. The manager gave me the email address for customer service, I emailed all the information, never got any reply, I emailed again the second time, no response. I called the store where I made the purchase, talked to the manager again, she said she would call customer service and call me back shortly, after two days of no response, I called her and Alicia said she would call them now as she had not done this yet, she called me back and informed me the only way an exchange can be done is if I physically go to the store and make the exchange. This is terrible customer service and a rotten company to purchase product from.

I ways returning a pair of boots to zara dundrum
The original cashier scanned the incorrect barcode. Which happened to be the next size down, so barcode read 41 at the end instead of 40 and the gentleman had to call a manager.
The girl Karen approached and said I don't understand have you returned them before? I said no, and explained that the cashier had obviously scanned the wrong code-same boots etc and the other 10odd numbers exactly the same. She then told me to "Chill" and that I had an attitude problem. I have never been so embarrassed in my entire life. Even if your customer has a bad attitude you should NEVER say it to them. Having worked in retail for nearing 10 years I PRIDE myself on my service standards and also my team.

This way below ### of the earth standard.

When i repeatd what she had just said to me back to her she said "Yes I did, you came in here with an attitude." I said I waynted to get out of the store as quickly as possible and she added "I've no problem with that."
She added "You need to chill out". I replied she needed to check her language protocol and how she speaks to people. She approached me again and repeat her sayings-showing once again her own aggression.

I wouldn't be surprised if this girl were about to curse at me. I feel attacked by how she approached this whole situation. I have NEVER received such aggression.
The staff were horrified and staring at her.
When I asked te gentleman for this girls name-although I knew it she stormed back over a 3rd time and said "DONT GIVE HER ANYTHING" . The gentleman behind the till ways very kind and politely smiled embarrassed at what he had just witnessed.
He thanked me and I left. He also ways the only cashier in any zara that has ever used the word "Hello" when I approached the till, which I appreciate.

This woman should not be allowed work on a shop floor if she cannot deal with customers-if a digit incorrectly input on a receipt makes her aggressive, I pity zaras staff having to deal with Karen on a daily basis. For a manager to re-approach me THREE TIMES AGGRESSIVELY without waynting her to is beyond everything a manager should be. Managerial positions are meant to control, accommodate and support, she did none of these and completely humiliated me. I will never go near that store again. And she will be hearing my name mentioned to her, I assure you that.

I bought a coat from Zaras webiste. Unfortunately it was the wrong size so I requested to return it. As the nearest Zara store to my home is a 70 mile round trip I decided to arrange for a courier to come and pick my parcel up.

I scheduled this to happen and no courier came to pick up my parcel. I then contacted Zara ([protected]@zara.com) and they sent me a reply advising me to reschedule. So I done exactly this, I resheduled for a week this time to give them plenty of time to schedule me in. Again, no courier showed up. So I sent another email to Zara, this time I expressed my anger and dissapointment.

Zara did not seem to care about this, and just sent me another email advising me to reschedule. This process had taken 28 days, so I had two days to get my item taken back to store. I decided to actually to take half a day of work, and drive to my nearest store to return my item. I expressed this to Zara and again they did not seem to care.

I think the way I was treated wa unfair and this will affect me buying from their store in the future. I do not understand how their couriers can just not turn up.

I purchased a coat from Zara not long ago and feathers keep falling out of it. I'm not particularly happy and feel that its 70 pounds wasted. I'm being bullied at school as they now call me 'spring chicken'. Basically, never buy a coat from Zara. Every step I take, another feather flies out.

i've shopped in Zara for years now and always thought the client service was shocking. The Bond Street London Branch in particular.
I just think that if you have 20 people queing why have one person at the till that not only serves but also deals with refunds and exchanges and then 10 sales assistants floating about the store? some things are just common sense and this is at the Zaras around the country. A lot of arogance by some of the staff also

i bought a pants in zara in whiteleys 2days after that i wanted to refund it even i didn't use the pants just that time i tried in the store, after 2days even they have policy to refund in 30 days (as the manager in whiteleys branch told me) he didn't accept the pants he name is HAMAD i don't know zara they don't sell any thing thats why they don't accept their policy and they are so rude? without any damage he just told me you have used the pants.
I think sara getting worse specially with this kind of staffs which are they don't know how to talk to customer i never buy anything from Zara even if i find the best thing ...

I went to Zara, in Boston, to return two pair of jeans because they shrank too much after I washed them. Although I had the receipt and the tags, the sales associate did not help me with my return. After 20min of arguing, the sales associate agreed to call the manager. I had a bad experience with the sales associate, but the store manager (kelly) was even worse. First, she said that it was my fault because the jeans shrank. Second, she raised her voice to tell me that if I had a problem I can call corporate. Lastly, she told me in different words to f*** off, and never come back.

I tried a jacket in an extra small a fex weeks ago, went back today to buy it but no xs were on display. I asked an employee to find an xs downstairs. When she came back up she told me not to make up lies and send her to check for noting! Awful customer service!

I have problem with zara shop in torium avm / istanbul / turkey. Today I visit there and I wanted to change a product because of the quality problem. The shop manager made everything difficult and insult me like I don't have any right to not be pleased with its products. I am regular zara customer, it is the first time happened to me, I got shocked and dissapointed. They took my blazer jacket and they told me they will send it for test and they will call me on sunday. I am waiting for them, I don't want my money back, I just want to get another blazer jacket, the more expensive one. Money is not the issue, the service quality and feedback is important. The quality was not expected so I want to buy expensive one. Is there anything wrong? Because I can not see anything wrong. Please help me out about this issue. Contact with zara turkey istanbul - torium avm

Best regards,

I was returning the clothe I bought yesterday to Zara at Southgate mall in Edmonton, Alberta because my friends said the color was not good for me and i think it was a little showy. Plus it was a little small for me. I just had worn the clothe for about one hour. However, the staff (should be the only blonde one among the staffs who were working this afternoon) told me there were some crease on it and I cannot return it. Though I just had worn it for a short time I understand that if the clothe is worn I cannot return it. But I really do not know whether it is because I wore it that caused the crease or the crease was there when I first bought it. But it is not the point. When I walked out of the store I realize they took the tag on the clothe. However I am a keen tag collector. I kept all the tags from the clothes I bought. I know it sounds crazy but I do like all the designs of different brands therefore keeping the tags became my habit. It was the first time I bought clothes from ZARA so I was really sad that the tag was missing. Then I returned to the store and asked the staffs about the tag. I was pretty sure they took it. However, the blonde told me they cannot do anything for me and her attitude was really really bad. I told her it should be one of the staffs that took the tag and she even did not try to look for it for me but refuse to offer me any help. Then she told me it may be in the dumpster. I told her that Id like to find it in the dumpster myself. Then I did find the tag there and I was the staffs that dumped it. I understand that though, because the tag was really a small thing and they may dumped it. However, the blonde started to call the manager of that store and said there is a warning that a lady insisted to find the tag of that clothe but we cannot return the clothe for her even if she had the tag. I didnot know what shes saying that time. Then when I told my friend she told me that if I wanna return the clothe the tag should be along with it. Because I never returned clothes before so I actually did not know about it. However, I am very angry that she was not just doubting me that I tried so hard to find the tag was because I wanna return the clothe, but also she was making that phone call in my face as if she was warning me about not to return it whatsoever. I do think it is very very impolite to making this kind of phone call in my face about the thing I did not do. Plus her attitude was really really bad and made me so sad. I think as ZARA is such a big company. it should pay a lot of attention to its customer service. However, this lady really makes me frustrated about their customer service. And though it was just my first time buying stuffs in ZARA, I do not wanna buy anything from ZARA in the future.

Bought a shoe which got damaged after one wear. i took it to Zara store they kept it for 2 weeks to repair and repaired it so badly .On requesting for new piece store manager asked me to use the same knowingly that it is getting broken right infont of his eyes . very very very bad service and quality ...

I had a really bad experience at the Zara store at the Topanga Mall in Canoga Park 91303. I purchased a dress in September to wear for a wedding in October. When I tried on the dress at the store it fit me perfectly and I was saving it for the wedding event so I did not try it on again until a week before the event. When I put the dress on and tried to pull the zipper up, the zipper head gave way and the I could not close the zip back up. This was just the second time I was trying on this dress. I took it back to the store and the sales associate refused to take it back. I asked to speak to a manager who was equally rude and refused to take it back on the grounds that I was bringing it back past 30 days. I was not asking for my money back, just an exchange for something else because I was stuck with a dress that was clearly faulty or damaged and couldnt wear it. I was shocked at how the manager treated us at the store and determined to take my complaint to corporate. I was even more shocked to find this company does not even have a phone number or person to reach to speak about the complaint. You have to email them through their INDITEX website and even though I sent several emails I am yet to recieve a response. Just terrible. I used to love shopping at Zara but I cannot even bare to look at their store now.