Zara.com
reviews and complaints

I bought a lambs leather which cost me a fortune. The item tore open at the back armhole after +-6 uses. I contacted the Hong Kong customer care line and even with a sales receipt they will not offer me a full refund. They want to refund 40% of the item value while I still have to pay for courier costs to send the item back by international express. Surely it is the companies responsibility to refund full value on a defect item. This Jacket should have lasted me years being pure leather. Why does Zara even retail such items if they cannot guarantee the quality. I cannot afford such a huge loss!

I purchase a pair of shoes for my daughter back in April 2014. She had literally worn it once, and the show buckle ripped. I purchased these shoes at the price of 17.99. I went in today 25/07/2014 to the Whitely's store and was told that because I didn't have my receipt I would have to exchange at the current sale price of 9.99. This I think is out of order as the shoes are not even in store at present and it's faulty, which under the sales of goods act I believe either has to be fixed by the company exchange for the same item or a refund be offered if neither the first two options are available? Anyway I told the store manager that I would contact Zara customer service about this directly. After being in position 3 in the queue and then moving to position 1, which took an hour! I was then cut of and told to leave a message... I am so annoyed and every time I try to phone Zara I always seem to be at position 5... I believe they really do not have anyone answering these phones as for such a big company I cannot believe it takes this long. The store is unhelpful, the company is unhelpful. I don't know what else to do to resolve this problem with my receipt. my email address is [protected]@maximfma.com

I was gifted Rs5000/-gift card on 3rd July 2013. It has been partly used by me and there is a balance of rs 1030/- in the card. When I went today to ZARA to redeem the card for merchandise I was told that the card has expired. Apparently it was purchased by my friend on 27th june2013 and gifted to me on 3rd july 2013. ZARA Gift card does not mention expiry date so how should one know. Also ZARA has been paid for the amount so why are they cheating us of the money. It is not a credit note but a Gift Vocher card so they have pretty well been paid in advance so why CHEAT on us using expiry as an alibi. Not to mention that they have pretty aweful stuff to sell in their Pune outlet.236e9
Card no [protected]

I purchased a dress on line and it ripped on the back seam the very first day I wore it - which happened to be at the Epsom Derby and I had to walk around with my underwear on show all afternoon - horrendous. I rang customer service who advised me that the dress was no longer available online and offered me my money back. Wow - they are obliged by law to do that - no level of customer care there. I asked if Zara could pay for a repair as I love the dress. It's been 2 weeks now and I still haven't had a satisfactory reply.

Just to make it worse, I happened to spot the dress in a store - they had 2 in my size. But both were filthy - one had makeup on the neckline and one had black marks all over the bottom of it. I explained what had happened to the store manager and said I'd buy the dress but could I have a discount - not unreasonable as I had to wash the dress and take a risk that the stains came out. Apparently Zara are happy to sell dirty dresses but they are not allowed to offer a discount! Unbelievable. Also, when I asked if I could have the Manager's name as I had not been happy with the service I received, she refused and said it was Zara's policy not to give out manager's names.

I'm not surprised - they must have tons of complaints. It's just rubbish when a shop treats it's customers like this. Never going there again.

I ordered 3 items from ZARA online (2 jumpsuits and 1 stretch bandana). The 2 jumpsuits were fine but when I opened the stretch bandana, the security tag was left on it. I spoke to their customer services agent (Orlando) and explained the situation. Orlando from Zara arranged for the item to be collected and replacement bandana to be sent over. The supposed replacement item arrived today but it was not a stretch bandana. They sent me another JUMPSUIT. I rang immediately their customer services, spoke to customer service agent named Levi who was half awake and not clearly paying attention to what I was saying to him. I asked to speak to his manager but was informed they do not a manager on duty or maybe the duty was on a break. This was just after 9.30 am. I rang back half an later and spoke to Ronan who passed me on to supposedly his manager- Anastasia. She apologised again but did not offer a resolution. These guys supposedly worked in customer services but they are absolutely lack empathy nor proactive thinking in anticipating customer's needs. ZARA.com looked into your customer services department- from manager to your agents- they need RETRAINING

I have ordered Bermudas shorts for my baby boy and paid for 2 days delivery 3.95£ After 2 days I have recieved a massive chain so I phoned to the costumer servise and I have been advice to take the wrong item to local Zara shop as I would wait at least 2 weeks to be delivered and collected the wrong item.Online people gave an id n.and said in the store they will know the case and they will returned the item plus money and will give you a voucher to apologises .So far I have spent 7.99£ for shorts, 3.95£ delivery, 8.60£ for phone call, 3.00£ for parking and 5£ for petrol .I went to the store and the manager didn't have a clue who I am plus didn't want to take the wrong item from me and I had to buy my shorts again and didn't returned the money .That was the wors experienced with costumer Servis plus store experience so far I have spend 27£ plus I had robuy those shorts again I found it so rude and unprofessional the way how they treat people I will never retry to Zara online!

I went on Victoria Day to grab a quick tank top and heels. Saw one size medium on the rack (black tank top), and quickly cashed out. I was absolutely disgusted when I reached home to realize that the top had white smears on it, as if someone tried it on with their deodorant. I went in today, literally one day after the purchase. I spoke to the manager telling them it was bought like this, and she rejected the item saying I had worn it and it smelled "FOUL". I was ABSOLUTELY DISGUSTED by her behaviour. I didn't even try the top on. The bag was kept in the car, she was SO RUDE. Not only was I disgusted by her mean demeanour, she had the nerve to say she was rejecting my return. I have my own business, and last time I checked sales associates check the product before they place it in the bag. None the less, the sales associate did not even mention to me that it had white smears on it. The manager's name was Cristina, and she was the WORST manager I have EVER dealt with. I cannot wait to speak to the corporate office, and headquarters tomorrow.

Wow i love your clothes but when things go wrong your customer service is the WORST service i have ever seen in the UK. I have worked within the service industry and what you are doing to look after your loyal customers is beyond comprehension.

I will give you a brief summary of my activities:-
-credit on my store card went missing
-store manager in Covent Garden (Norman ID 41550) was RUDE and was not helpful AT ALL, how on earth did he get to this position?
-Store pointed me to online customer services - which was wrong and i spent a total of 1h 23mins (im not kidding) on the phone waiting for someone to pick up, eventually i gave up!
-finally got customer service details for Regent street for shops and not online.
-called, was put through to a dead tone constantly, no one picks up calls. If you speak to reception, they put you through to a dead tone.
- finally got through to "Hira" at customer service who called me back just once and i could pick up, left no messages and i have not been able to reach her again.
-receptioninst (ID 22729) sounds like she couldn't give a dam about how long i have tried to contact CS and just carried on agreeing to everything i said with a monotone voice... how F* frustrating.
-So here i am almost 3 months on and i still have not gotten a response on my missing store credit after approx 3 hours of waiting on phone calls, un responded emails and so forth.

Hello,
I recently visited a ZARA outlet in Mauritius, more precisely at the SUPER U shopping mall in Grand Bay. As a vivid ZARA fan, I know most of the time what to expect when I step into such an outlet. However, I was very dissapointed to see the quality of the fabric and the clothes on display. I was shocked. I have shopped at ZARA in several countries, including Europe, Morocco etc etc. But I have never seen such poor quality products, poor fabric and defective dresses and blouses. The sizes are completely absurd. I am wondering if these are really ZARA products or merely poor brands with a fake ZARA name tag on them. If this is the case, I would suggest immediate action is taken to bring out the fraud that is being done over here. Because, it is clearly a shame to the worldwide ZARA reputation.
Thanks,

I ordered 4 items online and given a 3-5 working day delivery window. By day 4 I had received no despatch confirmation so I phoned and was assured that my delivery would be there the next day.
I waited all the next day and received nothing. I phoned again to say there was a problem with my order but they couldn't tell me what. I then received an email saying they had tried to phone but ( no missed calls on my mobile) and asked me to phone again. I did and was asked if I had received my order! I obviously hadn't so hey now needed to investigate it. I then got another phone call to say my order would now be despatched and I would receive in the following to days. I then got an email to say my order had been delayed with no other details as to why or how long. I phoned again and was told that this message was related to the first delay and not another. I had already asked for and was assured that I would receive a despatch confirmation which I hadn't received and asked for it again. I was told that I would receive the following day along with another for an order I had also placed 3 days after this one.
The following day on checking my account I noticed the order had been cancelled. I then checked my emails and I had received a refund but no emails from Zara at all so I didn't know what had happend. I phoned again and requested H/Ofiice details to complain but was refused. A manager would call me today.
The Manager called and despite all the above he said he had only just received the details . the order had a problem in transit. i said do you mean it is lost. he seemed to think that they Zara had been inconvenienced just as much as me and completely failed to take on board the above errors and believed that nothing could have been done till now despite me pointing out that I had been given inaccurate info several times. When I asked why they hadn't tried to for fill part of my order from the stock that was still available on line he told me they had run out which was very strange as I myself placed an order for 2 of the missing items this morning.
In the end I was offered 2 express deliveries. I told him I would not be ordering again for home delivery and even if I did I wouldn't use express delivery. I requested instead he offers a credit against the order I had just placed. He said they don't do that and express deliveries are the only compensation the offer which again is strange because I was sent a voucher earlier this year for another big mess up.
Finally I was go smacked when at the end of the conversation this manager said it was not his perogative to call and speak customers.
Get off your pedastool and take responsibility for messing paying customers

I selected 4 items for total of greater than $50.00 and qualified for free shipping. I selected to Check Out, went through shipping info, etc. Then selected PayPal method of payment, within Zara.com screen logged onto PayPal. I ended up with a screen containing amount and "Submit Payment" option only. All of a sudden a popup screen comes up saying that one of the items I ordered is not in stock anymore.. I did not want to submit the payment, and wanted to go back to select another item to make it to over $50.00 again. To my surprise, when I clicked back button, to order got submitted and paid for! with a shipping charge of $4.95 added to it.
Plain ridiculous! I submitted message to Zara.com right away explaining the situation. No one contacted me for 3 days, the order got shipped - got confirmation e-mails for that! I called Zara US customer service this morning, talked to Leona, felt like speaking to a robot, not a human being. Anyway, she was literally monotonously giving me same answer that the order is less than $40 and sipping fee is applied. No matter what I was saying, she completely failed to hear me and recognize the fact that Zara.com basically let me commit to the over $50 order of 4 items, let me proceed to the payment, while selling same item to someone else! Moreover, the order was processed without my permission! Now, "Zara can not refund me $4.95"! This is ridiculous that for some 5 bucks they are willing to screw up quality of their service, moreover to recognize shortcomings of their order processing. I am an online shopper, and never, ever have I had experience were proceeding with order payment I get a popup saying item is not available anymore, and no matter what I do, the order is processed!
Will definitely be speaking to PayPal

I went to this store to return a shirt I had purchased approximately 2 weeks earlier. I had washed the shirt as per instructions and it came out of the machine completely ruined. I went in right at opening and asked to speak to the manager, Katherine. She took her sweet time coming to the front, the lady at the cash had to page her three times, and as I mentioned the store had just opened and there were no other customers in the store and I know she couldn't have been on break. Once she was at the front so was cold and miserable form the get go. I explained the situation and she asked if I had my receipt. I did not as when I got home there was no issue with the shirt. At that point she shut down and said they refused to do anything without a receipt. I was asking for an exchange, I wanted a new one that I would dry clean instead of washing (despite the label saying it is safe to wash). I don't know what the issue is as the item was still in stock and there is a Zara label on the shirt so clearly it is their product. She offered no advice or help just stood there and kept saying "no". I told her I paid for it with my credit card and told her she should be able to trace the transaction that way and she again stood there and said "no." For the past three years I have shopped here frequently and I will stop now. Terrible product and worse staff. If a company cannot stand behind their product, neither can I.

I have been shopping at Zara for 5 years and I'm
Horrified how disgusting their service is. On Boxing Day we did some online shopping as I was working the whole week and wouldn't be able to visit the shops. The wrong package arrived. They said they couldn't send the correct stuff until they picked up the wrong package. I work very hard in the medicine field and there was no one to stay at home for them to pick up the package so I had to take a day off work. They didn't come. I called again and they said they could come anytime on Friday. I was expected to stay at home and take another day off work? They couldn't offer me any other solution. After picking up the package It's been a month and I still haven't recieved the correct produxts and I have asked for a manager call back 5 TIMES AND NO ONE HAS CALLED ME BACK. Each time I call they state that the manager is suppose to call me back between 1-2 days.

Zara is completely unprofessional and disrespectful. They don't know how to look after their customers and only care about money. I'm so unhappy with their deceits and lack of care that I have boycotted the company and will make sure the company bosses hear my story.

http://zaracomplaints.wix.com/zara-complaints

ZARA COMPLAINTS WEBSITE

I'm a disgruntled customer of Zara and will draw your attention to the level of service from this company. I have been online and there are several websites with Zara complaints. If you wish for your Zara complaint to be put on this site please email me and I'll be happy to do so. The Zara customer service team comprises two people! Yes two people from a company that has over 90 stores in the UK. This site was created leading up to Christmas and they are no doubt flooded with queries and complaints. This Spanish owned company has opted to employ only two people for Zara complaints. Getting through on the phone is a joke. Their main number [protected] is constantly busy for option 2 which is Zara Customer Service. I opted to press other options which seemed quicker. Just insist that they put you through to Ramnpreet and Hirah (these are the 2 employees who deal with Zara complaints)

If you have Facebook then go to https://www.facebook.com/#!/pages/Pablo-Isla/117611718312578

where you can contact Pablo Alvarez direct, he is CEO.

I am the above mentioned individual, I am a regular customer of Zara(global)stores.
I purchased some clothing from Zara Durban, South Africa, Zara Barcelona, Spain and Rome, Italy recently. After my vacation when I returned home to South Africa only to find that most of the items were damaged, the shirts were laddered, some damaged and all the jeans zipper does not close properly and it would also protrude. This appeared very unsightly. So I took the items back to the Durban store with the swing tags still attached, I could not locate my receipt as a visited so many countries and did alot of shopping. I paid with my credit card so I thought it would be fine to produce my credit card statement as proof. When I went to the store, I was told that I had to produce my receipt. The staff refused any other option as proof. To this day I still have the reject garments in my possession. The least the staff could have done was advise me moving forward or try to help me by enquiring with the other stores. It’s so sad that I have received such poor service from such a reputable brand. I am also disgusted by the quality of clothing, I spend alot of money on clothing from reputable stores because I know (or so I thought) that it would be of excellent quality. To my surprise I was mistaken. Thank you Zara for a huge inconvenience and embarrassment of giving someone a gift and taking it back to return it because of the quality. I expect to hear from a representative asap. Signed Unhappy Customer!

The below email was sent to Zara Canada (three weeks ago) and to the Chairman of Inditex, Spain (5 days ago) with no response whatsoever. I am very disappointed and annoyed. Please suggest if anything could be done about it. Thanks.
Warren Li.

Dear Sirs,

I bought a Zara Man Navy Blue suit (see attached pictures from 1-3) in late March this year at the Fairview Mall store that I love very much. However, the first time I wore a white shirt I discovered some funny bluish color on the back of the shirt collar. At that time I thought I had contacted something elsewhere by accident, it didn’t occur to me that it had actually came from the suit. That shirt was ruined because the stain couldn’t be cleaned, even after I tried to rub strong bleach on it – I then took it to the cleaner, it still shows a faint bluish tint after dry cleaning.

The second time I wore a white collar shirt with the same suit, I noticed the similar strange bluish stain on the back of the collar (see attached pictures from 4-5). I began to suspect that it came from the suit I wore.

On the third time I wore this suit with another white shirt, I am convinced that the bluish stain came from this beloved Zara Man Navy Blue suit for sure (see attached pictures of 6-7).

Now, all three of my expensive shirts are ruined. And, I am afraid to wear my suit anymore…

I’d like to bring this to your attention about the quality control of your merchandise, and to seek your opinion on exchange of this suit and compensation for my three ruined shirts.

I had brought this matter back to the Fairview Mall store on June 6 at approx. 2:40 pm and complained to the store manager named Francesco. He took my name and phone number claiming someone would call me back in a couple of days – so far, no one had contacted me whatsoever. I am very disappointed and unsatisfied that a giant company like Zara would treat its loyal customer with such no care attitude. I hope I do not have to resort to publicize my incidence to get your attention, though.

Yours truly,

Warren Li.

Tel: [protected]

Email: [protected]@gmail.com

I attended the Whiterose at 10am exactly on the 23rd of May the purpose of my attendance was to purchase clothing for my daughters funeral. We made our first stop at River Island and spent around 25mins browsing and trying on a few garments none of which were purchased or perfect for the sad occasion. Whilst leaving River Island Janine Rawlins advised she was to head outside for a cigarette. She asked which store I was to head to next I replied Zara and she advised she would meet me in there. She headed outside and I went straight into Zara which is situated next door to River Island. I entered the store to the left hand side and walked all the way through to the right I hope you are aware of the setting in this particular store it is a perfect squared U shape. As I made my way round to the right of the shop I stopped to look at some black colored tops. Whilst doing so Janine had arrived as I looked up to greet her I saw a member of your staff looking at me in the most disturbing way. I made reference as to the way she looked at me to my friend. Quite annoyed at this it took me a further 2 seconds to pick the top I wanted and we proceeded straight to the tills made my purchase and left the shop.
I would like to set the setting a little more for you. Your store is very large and very open with white floors and white walls everything stands out. All garments are set around the outer walls and few tables and rails within the centre. The store is very open planned.
After leaving Zara we proceeded to Select and had a quick browse inside. We left that store and I received a call confirming an appointment I had with the funeral directors regarding the arrangements of my daughters funeral with not much time to play with Janine headed to Primark and I headed to JD Sports to purchase a pair of trainers for the child I still have living and breathing. We then arranged to meet at the car as she was accompanying me for moral support in this sad time.
Whilst in JD I requested a size 1 pair of trainers for my son. The sales assistant was a little abrupt I though whilst replying “it will be a couple of minutes!” I replied “fine”. Whilst waiting I could see the assistant did not move again I thought what’s the hold up, why is he not moving I have somewhere to go. I continued to look around and when I turned around I could see he was having a conversation with a Police officer. Annoyed I was at this point as I was there first I thought in my head. The police officer left the shop and away the shop assistant went to the stock room. He returned within a few minutes with the trainers I had requested. I told him I would like to buy them and he told me they would be behind the till for me. I made my way over to pay for the trainers I had chosen. Then started to head to the car to meet Janine and proceed to my appointment. When I reached the doors of JD to leave I was meet by 2 police officers and 3 security guards who all bombarded me and ushered me into a corridor between JD Sports and the shop next door with Loud deep voices all I heard was “excuse me can you come with us please!”. In front of everyone the time was now nearly 11am so the shopping centre had started to get busy. I was dazed by this and confused with this and everything else I had just been through losing my child on the 10th May 2013. Hoping my friend was okay I replied what’s the matter, what’s going on? When entering the corridor the 1st police officer said “stand there in front of the CCTV”. Again asking “what’s going on?” the 1st police officer then said after radioing to whoever started to say “they have received a call form Zara advising them that I have lifted items from your store without paying!” Furious I was I couldn’t believe this is what your staff proceeded to do to me. I was being detained by the police, 3 security guards on the other sides of the doors all the faces looking at me as I was ushered away. The police officers asked for my details which I gave. Whilst he was checking them through their system fed up I dropped my bags to the floor and started to tell the 2nd officer of the lady giving me dirty looks. I dropped my bags to the floor they looked at my bags and the exact words were with a confused look on the face was “what, you actually made a purchase from Zara!?” I replied “yes of course!” and again told them of the woman and her bad behavior, customer service and the sheer lack of manner also indicating that I was going to be late for an important meeting with the undertaker.
Janine then rang to see where I was frantically I told her I had been detained in the corridor beside JD Sports and to come quickly not forgetting I was blocked in by 3 security guards as if I would resist or try to run away, being treated like a criminal. When she came they let her straight through and the 2nd Police officer asked for her details. She asked him what the problem was and he explained. She asked if she had been identified and he advised “yes” so she gave him her details. Once checked out they then asked how we got there. I replied “I drove” and they asked to search my car. I had nothing to hide and as they advised it was something they had to do I led them to my car to clear our names but at a price as there seemed to be people all around looking and pointing at us as half led by myself & Janine and the police officers to my car. Once this was done and the fact that the car and boot of the car was clear of any stolen property. They merely said that they had to follow up when receiving a call of this nature. I at that point I’m sure you can understand was fuming, embarrassed and upset as Janine was also. I could see it in her face. But a small ease for her as she was at this time on the phone to one of her parents who is a solicitor advising us through her what steps we should take. So I asked the officers if we were okay to proceed back to Zara to find out what the real problems was, make our complaint etc. Because nothing had been stolen. They said it was fine and gave us the PC numbers in case we needed them in the future. They apologized and also advised us to log the incident with the whiterose. We then proceeded back to your store with today’s current technology the iphone was set to record as we have been advised to take the story to the BBC I wanted there to be no gaps and nothing missed out and forgotten. Whilst entering the store we were met by the manager almost straight away. I asked the manager Sharon what we had done to indicate shoplifting she said “things have gone missing!” I repeated the question and she had no answer I asked who called the police she advised she did. At this point the lady that was giving me dirty looks walked passed and I made reference to her attitude and Sharon replied in quite a strange manner “that’s it, I thought it was strange that you would question the way she looked at you!”. I replied to the fact its not normal for someone especially someone who’s job is working within the public be making customers feel uncomfortable by looking at people that way. When your staff should be making customers feel welcome. Especially when there bringing custom to the store buying not stealing. It is even more unusual for someone to wonder why a person would not make reference to this as this is not appropriate behavior. She relied very rude and abruptly in her exact words “And that just why were different and walked off”. I replied to her “Oh so that’s what your problem is( as if I didn’t already know) “ your prejudice” I followed by “Thank you very much for your conversation just to let you know that this has been recorded and we will b e going to the BBC” and she walked away.
Now the store opened at 10am I entered the store at around 10.20 and made my purchase at 10.33. I didn’t so much as pick something up, change my mind and leave it somewhere else. To my knowledge there was no one else in the store it was that early so truthfully there should have been no cause for concern, no confusion and we shouldn’t of experienced this at such a delicate time or at any time at all.
Appalled I am with the explanation from your store manager it counts for nothing. As I’m sure it’s now going to waste your time our time and a number of people in the middle. Too much of a detriment to us all and could of easily been avoided with a little respect and compassion and overall half decent customer service. Abused is how we felt by what Sharon had to say in addition to the way her staff name unknown looked at us. As if we are not good enough. As if we are not the right kind persons to be entering your store and buying your merchandise. Is this what Zara stands for?
We then proceeded to log my complaint with the Whiterose centre itself as advised to do so by the police. Mrs. Robinson we spoke to who might I add has been very helpful and have taken time out to go through steps with me. And the time to follow up eager for this to be resolved and to find out how you have dealt with this situation. Horrified also about what you staff has done. She also gave us all the details needed to register our complaint
I rang you office the same afternoon and spoke with Heira at your head office. She took all the details and advised she would investigate the incident and call me back at the end of the day.
I received no phone call. I called again and she advised she would have to get back to me after the bank holiday. As you are aware I missed my appointment to see the undertakers. My daughter’s funeral was originally set for the 5th of June but had to be moved to the 12th of June. I have been in contact with my GP who advised I should refrain from work a little longer as all the additional stress was all too much. I had a mountain of things I need to buy to organize but depression set really set in. I was paranoid to go anywhere my confidence is low. I called several times after the bank holiday and got no where I was either put on hold for long periods of time and the call dis-connected. On one occasion I was put through to someone that works in the same department/office as Heira who would not take any initiative to deal with my complaint took a message from me and said would pass it on to Heira. I finally got through to Heira after weeks of trying and she then proceeded with she had been away and just returned to the office that day. She said has seen an email regarding the matter briefly but needed time to go through them and would get back to me. I stressed that it had been some time and the amount of messages I had left and could she confirm she would definitely get back to me that day even if it was still ongoing at least to keep me in the loop. She said she would and yet again I received no phone call. My final phone call to her I was told the case had been closed and the manager had been dealt with and there is nothing else to say. How rude, I asked her if I would receive some kind of notification of the steps taken in writing and she said it was on its way and I should receive it by the end of the week. It was a Thursday I received nothing on the Friday or Saturday or any other day. I realize at this point she has never asked me for our addresses so obviously nothing has been done. I made her aware of my solicitor she then proceeded to state that your company have nothing to answer to, you know nothing about the police being called and in the same sentence it was not your store manager that called the police from another store we were stealing from and ended the call. I’m absolutely devastated by the way your staff treats your customers. It is absolutely disgusting as if it was not bad enough already with your retail staff but then you’re in house staff also just made things even worse