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1.3 496 Reviews

Zara.com Complaints Summary

42 Resolved
454 Unresolved
Our verdict: If considering services from Zara.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Zara.com reviews & complaints 496

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R
11:38 pm EDT

Zara.com the worst customer service and quality

I had loved Zara so much, but due to their horrible online shopping system ( I have received two orders with missing item, and they will need you to wait for them to solve their warehouse problems first! That's ridiculous! It's their fault to ship incomplete order, it doesn't matter how bad is their warehouse, they have to either ship out the missing item again or do refund!But they do nothing and they you to wait) and bad quality! I got a simple trouser with different length and different wide on both legs.

And I contact the customer care 2 days later regarding the missing item, and they asked the same the same questions again, I asked why. They said they are not a hotline care so they can't record anything, so that mean I just waisted my time, basically they didn't do thing for this issue, and they told me to call the customer service by phone! So what is the point the do the online customer care which they can not service the customer!

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4:59 am EDT
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Zara.com I wanted to purchase a black peep toe boot at zara, gateway, durban.

On Saturday, 24/06/2017, I went shopping at the Zara store in Durban. I saw a peep toe ankle boot and I asked one of the staff, whose name is Bongani, if I'm not mistaken. I asked him to assist me to look for the second pair of the shoe because I wanted to purchase it. He told me that he can't assist me because that's time wasting. I even asked another employee and he also told me he couldn't assist me. I then further asked if I could pay for the shoes then later fetch it when they have time to look for it as it was checked and was on stock.
I was just simply told that, they cannot help me. I would like to know if wanting to purchase from your store is time wasting so that I can share it with other shoppers on Social media not waste your employees time by shopping in your stores.

I am Mbali Thomas, available on [protected] or [protected]@gmail.com.

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B
9:19 am EDT

Zara.com beyond horrible customer service

Tried to find out why there is no size 7 in womens shoes. People told me they are a European company and don't carry size 7. they said I should measure my foot. What? They could not even give me an equivalent of their shoe size to a size 7. Like I am the only one that ever had this question.
Also, asked to edit an order, they could not do it. OMG what CAN they do. Spent $400 and feel like I was treated like garbage.

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S
11:27 pm EDT

Zara.com I want to complain about a staff at zara india (select city, saket store).

Staff name : amanjeet id: 339 (what he told to me)
I went for an exchange. I want to tell I am a very very regular customer of this store as its very near by my office.
Day one I was told that you have to buy a product of came amount.
I was in hurry next day I went with a friend of mine choose another product and went for exchange.
staff (amanjeet id: 339) came back and in a very very humiliating, screaming on top of his voice he said we will not exchange as you have wore it. I said yes I have tried it in home & I have all bill and also tag and proved him. he said you are suppose to try only in our trial room decide and then take. we cant do anything and you have this habit of exchanging clothes. you have done in past.
When my friend and I told him last exchange was 6 months back as there was fabric issue, he said that I dont remember & want ever you do I wont exchange.
It was super embracing for me as I was right and he insulted me badly.

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4:04 pm EDT

Zara.com return without a recite - kids pants

I am smart and loyal shopper at Sara stores, and shop regularly at all departments. Recently i had an event to attend to and i shopped many outfit at the kid department story at Vally Fiar Mall in San Jose. I shopped for pants in different sizes to try for my kids, to my disappointment that particular pants did not work and i had to return it to the store. I ended up buying some other pants on line since they weren't found on the store. I came to return few of the things i have bought i was able to return the ones that were found on the recite except one pair in which the recite has not been found. I have told them i dont recall loosing the recite since all of the others are here with me. Maybe they werent handed to me and havent been put in the Safe as employees has been learned to say that there is a company policy that when a recite left behind they put it in a safe.
So i said it is clear to me that there is no recite therefore, i am asking for a store credit rather then money back. It is only fair and aligned with retail stores standards that when recite is not found there should be a store credit
that will allow customer in the future to return and enjoy shopping and shop more. Instead i was left aggravated, frustrated and disappointment of this experience. On top of this Sara saying out of nice gesture it will allow me to replace the pants for the same pants - The one I don't want, or don't like or don't fit, or any other reason to the same one different size. Insulting and underestimating their customers. I found the manager reluctant and close minded to address the issue and solve the problem to my satisfaction.
Sara must change its return policy and stand up to today shopping standards its register is old and does not fit the fast past of shopping and technology in which recites can be mailed or tracked on credit card.

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3:45 pm EDT
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Zara.com I complain about product diffact and bad service

I bought a trouser before 2 months when I were it first time I notice there's a diffact with that fabric I bring it to Zara shop the shift manager advice me to wish it first then I have to see, I do but nothing changes, I back to shop it was another manager there his name Osama I explain the case for him and ask me for the bill I told him I didn't have it and already I inform the previous manager about it, he showing uncaring about what I said and ignore.
In the end I had same problem last year with kids suction they didn't ask for anything and they chang it directly.

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1:57 pm EDT

Zara.com product not received

I bought a pair of pants for my sisters b-day and she never got them. When we called to figure out what had happened, zara told us to call fedex. We did even though we thought this should be something zara should do. Fedex told us they would do an investigation on the missing package but suggested we complain directly with zara. Finally after a few calls, zara started an investigation, and their answer was that the package was delivered, they couldn't tell me, a name to understand who received it. What I know is I paid for a product and it was not delivered to my sister, she lives in an apt. Complex and she already investigated with the staff that works there and no one has seen the package. She has been living there for 3 years now and has never had this problem. The final resolution for zara was that they couldn't do anything since the package had been delivered, the truth is, the correct person never received it and they never asked for a signature nor a name when they delivered it. I what zara to respond to his issue, it seems like they don't value their loyal customers. We have been buying form zara for many years and this was our first online experience, it will definitely be the last one if my sister doesn't get the product I paid for.

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8:58 pm EDT

Zara.com rude staff including the branch manager

Last week I bought a blazer from Zara mall of Arabia, 6th October Cairo, but I didn't bought a blouse and pantase which fit with it, so yesterday I went to buy the 2items and worw the blazer to try the complete outfit, when I finished and reserving the 2items and approaching to leave one of the staff asking me to show him the invoice of the blazer which I wore as it still has the label . Actually I had the invoice in my wallet and I told him that but I refused to show it to him, as I don't have to proof I am not stealing from Zara and it is not supposed to going around in Zara carrying all my invoices to proof that I am not stealing .
The problem is that about the way they speak with me including the manager, he even doesn't wore sth or uniform or even a Padgett saying he is the manager and his name, all of sudden I found one with no identity speaking with me with no respect, claiming that he had the right to invistigate if he suspect, without even checking his system, and I have to prove that I bought this item last week and I should introduce the invoice which I pay with it last week .
Where is my right as a customer to be dealt with respect, he (all) so them can doing there job but in a polite and professional way . They don't have any kind of respect to the customer, they spoke with mevety rudely as I am stealing .
The complaint is :
1-They are not professional at all as they don't go to check their system to findout if I already have bought end this item last week instead of this they ask me to introduce the invoice which supposed to be with me one week after.
2- The gate didn't make any alarm when I approach and I ask them to go through the gates to see if it make an alarm

They including the manager doesn't have even a low standard of professionalism as I have to told them tovcheck the system and check the security gates
3- no one of the staff including the manager has any identifying padge or liable so I had to ask the one who was starting to attack me with his words "who are you"
and ha should be a role model of how to deal with customer respectfully and professionally o found my self among some ediots, I had to tell them what to do exactly and I refused to show them the invoice

4- they even (first of them their so-called branch manager) did' even say one word to apologize of their fetal mistake. Even after they check the system, otherwise everything were go smoothly if they have the style to deal with a human being rather their frequent customer "they can even say : please could we check, .. or sorry for the mistake or any nice stupid words any street seller can say in such these situation, they were very rude and Unpolite and spoke with me arogently as they catch me .
Please I don't need any ordinary respond, or apologizing, I need something professionally to proof there is any professional one in Zara

3- They specially the manager don't got any kind of training of how to deal with his customer

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10:42 am EDT

Zara.com zara at roosevelt field mall

I went to Zara on June 9th of 2017 to purchase an outfit for a all white day party at the Roosevelt field mall and it had a terrible customer service. I tried on something and when I'm finished I place it back neatly on the hanger and handed it to a fitting room associate, she literally look at me With a rude face while I was handing it to her. Then I asked her "do you work here"? She responded yes with an attitude while rolling her eyes and a next associate take it from me and turn to her asking why didn't u take it something is wrong with your hand (sarcastic) and they started laughing.. I felt disrespected and humiliated the way they treated me... I was a loyal Zara customer because majority of my clothes N my daughter is from this company and I've never experienced this treatment until yesterday. It bothers me that I went home called my husband and friends to tell them and woke up still thinking about it.

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5:09 pm EDT
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Zara.com zara eaton centre - toronto location

Hello, I am an advertising professional that just left this Zara Eaton Centre location absolutely dumbfounded by the ludicrous customer service I just experienced. I was very excited to try on a number of dresses and tops, intending to spend anywhere between 300-500$ as I am starting a new job.

There was a very long line-up at the Women's change rooms, so I walked to the Men's floor and waited in-line for 5 minutes. It wasn't until I reached the front of the line that the Sales Rep told me I would not be able to try on Women's clothes in the Men's change room... I told him I didn't mind hanging up my clothes and bringing them downstairs after I was finished, but he insisted I was not able to change there and he told me he's even had to turn away PEOPLE IN WHEEL CHAIRS?!? WHAT. There was no one in line behind me, and although I asked him to make an exception he said this is company policy.

From an EMPLOYEE stand point, I understand the convenience of keeping Men's clothes upstairs and Women's clothes downstairs... However, this is an absolutely ridiculous policy to enforce if:

a) There is no line-up upstairs and the customer offers to bring the clothing downstairs and leave no mess behind
b) SOMEONE IS IN A WHEEL CHAIR?

This is 2017 and I find this to be the most ludicrous policy I have ever heard in my life. I was NOT happy when the manager Josephine told me I had to go downstairs. I did not act very professionally as I was so irritated by this ridiculous rule so I gave her the finger and walked to the Kid's change room, where I entered and started to try on clothes. Multiple staff approached me and told me I needed to "follow the rules".

All I was trying to do was try on clothes so I could buy them. As a CUSTOMER, why would I want to wait in a huge line-up with 20 people when there is an empty change room upstairs? The Rep called the manager over again and she proceeded to tell me I needed to leave the store. I could NOT believe it.

I would like you to explain to me why this policy is in effect, and why is there no exceptions if one line is empty and the customer offers to hang-up the clothes and take them downstairs, LEAVING NO MESS BEHIND OR WOMEN'S CLOTHING.

God forbid, the staff would have to walk down a set of stairs to put the women's clothes back. I used to work in the service industry and can see no other reason this would be enforced other than to make the EMPLOYEES job's easier. BUT, I OFFERED TO BRING THE CLOTHES DOWNSTAIRS? AND I AM A CUSTOMER.

This is literally the most twisted, counter-productive policy I've ever heard and I will NEVER step foot in a Zara store again. I would seriously re-think this insane policy that only benefits the employees, who are literally turning DISABLED PEOPLE AWAY.

Please contact me at [protected]@gmail.com with an explanation.

Thanks.

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5:56 pm EDT

Zara.com 2 blazers

I bought a item for my boyfriend a week ago but me and my boyfriend broke up. I went to Zara today and they are telling me that I can't return the item unless is the same color or size which I'm not a man so what can I do with the item. For future reference they should tell people they change the policy instead of making people waste Their money now I just lost $ 400. I definitely won't be shopping here and I will spread the word to other about Zara stupid policy so that no one would shop here any longer. The worst company ever!

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10:51 am EDT

Zara.com return unwearable jeans-order #[protected] case id [protected]

I am a regular Zara customer when I go to Italia 4 times a year I buy all of my clothing at Zara.

This was my first online order. I received my carrot fit jeans and when I received them they we completely dirty and wrinkled. In an attempt to wear them I washed them so that they would be in wearable condition. After I washed them they were all faded and not at all wearable. I received the order at 4PM and I sent back the return at 4:55PM. I obviously did not wear them.

i received an email stating that the pants would be sent back to me and that I would not get a refund. I opened a complaint case with Zara- Keep in mind the Jeans were only $39.90.

The supervisor Melissa called me back and was so condescending and rude and she dismissed my concerns and told me basically too bad.She told me that she would be sending me back the pants that I can't wear. I told her don't bother! Whats the point?

I would like my refund so that I can continue shopping as a happy Zara customer.

If this does not get resolved I will never shop in Zara again, as well as my family and I will tell everyone I know (In USA and Italia) about this awful experience.

Paolo Marino

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9:55 am EDT

Zara.com online purchase

Utterly frustrated and disappointed with the customer service from Zara.com.

Having purchased an item online, I chose to pick it up from a physical store. But when I did, I realised the order numbers and name were correct but the item was wrong (only after I left the store as it never occurred to me that the item could be incorrect).

I then approached a staff member from one of Zara's physical stores to inquire. She kindly helped me contact Zara.com over the phone. The customer service staff from Zara.com asked me a few questions accusingly, as if I was asking to return an item for no reason. Was then asked to take a photo of the wrongly-delivered item and to email contact.[protected]@zara.com.

Upon emailing, was again asked if I had made sure the name and order number was correct and to take photos of those. Got a few calls from Malaysia which I couldn't answer as I was working (apparently they were trying to call me). Why is Zara.com.sg's customer service based in Malaysia?

It is so strange and frustrating to not get answers and resolutions for something so simple. And when the mistake is not on my end, even more so. This process is making me feel penalised as a customer for an error not on my part. As a major company, shouldn't there be a standard protocol for such minor issues? I'm not expecting everything to be perfect all the time, but when issues crop up, why is there no proper SOP to follow?

Having not heard from them, I emailed to further enquire about the progress of this matter, and was told again that they tried to call me from a foreign number, and that I did not answer. Is it my fault that they cannot reach me? The mistake is on their end, and I believe the onus is on them to rectify the issue. I have cooperated on all accounts, and to have the matter treated flippantly is quite uncalled for.

And the final answer from Zara.com? - I should return the item at a physical store and then repurchase the item online. And instead of an on-the-spot refund, I need to wait for the monies to be credited to my debit/credit card. And I need to tell them which store I am returning the item to, so I am stuck having to make another trip, and to a fixed store so I have to change my schedules to fit the trip in while Zara does not even attempt to try and offer any way of making the process easier for the customer.

Truly frustrating and disappointing. I've done business and been an online shopper myself online and have never had such a terrible experience.

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12:00 am EDT

Zara.com zara voucher

This is to bring to your kind attention that my Zara voucher INR 5000 has expired. Unfortunately I missed the deadline because I was travelling to the US, I could send you my travel tickets for your reference. Unfortunately there's no reminder on the card that would have put me on a high alert also. I went to the store and requested to revalidate, they asked me to write in to you and said it would be done. ive sent multiple reminders to the customer service team but no one has bothered to revert. le tme know when can I get a revert?

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9:47 am EDT

Zara.com store manager

Dear,

I would like to express my deepest disappointment with the behavior of your management employees in Zara Macedonia, particularly with the Store Manager in Macedonia. Such a rudeness and disrespect towards customers and towards Zara's employees I have never seen before. This is something that you should consider if you are keen to keep Zara's reputation.

The Store Manager should firstly attend management and customer service basic training/ some soft skills training as well and then to let her manage the store. She insults and humiliated her employees infront of the customers, but led that behavior she insults the customers as well.

If you need further explanation or clarifications I am on your disposal.

Thank you ever so much!
Julia

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11:01 am EDT

Zara.com online order

I'm extremely disappointed at Zaras Service.
I ordered from the website nearly a month ago on the 18.04. I was told it would take 1 to 2 working days but I still have not received my package. I contacted the courier Fast Way as it said delivered when I checked tracking, but they have no record of receiving the order and said to contact Zaras Customer Service. I decided to do as I was told to and send emails to contact.[protected]@zara.com, so I got some replies saying that they would contact me as soon as possible.
As the days passed and I still had no reply other than the automatic reply, so I decided to call Zara and was informed that they still had no idea of where my purchase was.
I thought I would have my garments for a special occasion at the weekend but nothing arrived, so I asked on the phone if I could collect my order directly in the store, which I was informed that it wouldn't be possible.
Disgusted by the service, I gave up of getting my purchase and asked for a refund, so I was told that it would be done and I would receive an email confirming my refund.
Once more Zara disappointed me, as I still haven't got any email talking about my refund. The last email I got from zara was someone saying that they would contact me within 24-48 hours. And that was on the 29th.
As a last try to get my clothes, I went to Zaras shop in dublin. The shop was a total mess and they didn't have any of the clothes I've ordered there.

I started to get emails from Zara saying that they were trying to contact me but they weren't being able to reach me. Even though I didn't have any missed calls on my phone, I decided to call the number they sent me in the email. The number wasn't an irish number and they mentioned an online chat service witch I wasn't able to find in the website.
I got through Zaras Customer Service again and they asked my address once more and said that I should have a reply within 24 or 48 hours (again).

I feel totally disrespected by Zara and extremely disappointed.
I spent 123€ with this purchase and haven't seen my clothes or my money back, so I would like to know what else I should do to get what I have by right.

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5:05 pm EDT

Zara.com ordering item from warehouse

Hello,
About three weeks ago I wanted to purchase a dress from your website, but my size was not available. However, it said that the store at The Grove in Los Angeles, carries my size. I went to the store and didn't find the dress. The employee told me she can place an order and they will ship the dress to the store within a week. I came back a week later and was told that the dress didn't arrive. This time they gave me a printout that they ordered the dress. The following week I went back to the store and the dress was damaged. I didn't want to wait and was willing to purchase the damaged item for a discount. I was told that it is against store policy. They only option I was given was to order the dress again. This time I was told to come back next day. Next day I came back and once again the dress was not delivered. The manager that told me to come back wasn't at the store, even though I specifically asked him if he will be working and was assured that he would be. The other manager, Charbelle told me that she doesn't know when the dress will arrive. That is after I drove 3 times to the store and waited 3 weeks just to hear every time that next week or business day should receive my item. I have been a Zara customer for years, but this latest experience has me quite disappointed. The managers were not competent, not helpful and to be honest quite rude. Especially the last time, as I was understandably quite upset since I waisted a lot of time coming to the store and needed once and for all a timeline on when I can possibly receive the item. Charbelle refused to give me a timeline and was quite abrupt. It is very disappointing to receive such poor customer service. I expected more from Zara. Quite upset and still not sure if the item will ever be delivered to the store.

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6:29 pm EDT

Zara.com broken bag

I purchased a grey quilted small bag from a Zar store in Swansea, Wales, UK around Christmas time. I have worn the bag a handful of times as it is quite small so does not fit a great deal of things in it. On one of the occasions I wore it, one side of the strap came off, making the bag unusable. I have no proof of purchase, other than the possibility of finding the purchase on a bank statement. I did not anticipate this to happen so I did not think to keep the receipt as I love the bag. I have attached pictures of the bag which shows the use is minimal.

Thank you
Charlotte Corrigan

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3:12 pm EDT
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Zara.com product I bought online

I've been buying online for over every month for 200$ for the last 5 months now and i never had an issue before. Until i bought a pair of jeggings washed them once and the zipper than broke. I called Zara customer service department, not only did it take weeks going back and forth with emails after all that time they said finally nothing is wrong with my item from the manufacturing and so they don't want to help me. I find it disgusting how a big company like Zara doesn't want to help their customers.

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2:43 am EDT

Zara.com shirt

Sir, I have purchased one shirt from ZARA on 7 April 2017 from its showroom situated in jaipur. World trade park (Rajasthan ) india and ask them for a duplicate copy but they refused to give i had the payment from my debit card .
Now i had lost the bill and want to exchange the size of the shirt
By mistake i take the size small but i want the size M so help me out please that shirt of size S will be of no use for me .
Your faithful
Vaibhav jain.

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Zara.com Customer Reviews Overview

Zara is a popular fashion brand that has gained a lot of attention in recent years. The company has received numerous positive reviews from customers who appreciate the quality of their products and the affordability of their prices. One of the most notable aspects of Zara is their ability to stay on top of the latest fashion trends, which has helped them to remain relevant in the industry.

Customers have praised Zara for their wide range of clothing options, which cater to a variety of styles and preferences. The brand is known for its unique designs and attention to detail, which sets them apart from other fashion retailers. Zara's clothing is also known for its durability, with many customers reporting that their purchases have lasted for years.

Another positive aspect of Zara is their commitment to sustainability. The company has implemented several initiatives to reduce their environmental impact, such as using recycled materials and reducing waste. Customers appreciate this effort and feel good about supporting a brand that prioritizes sustainability.

Overall, Zara has received overwhelmingly positive reviews from customers who appreciate their fashion-forward designs, affordable prices, and commitment to sustainability. The brand has established itself as a leader in the fashion industry and continues to attract new customers with their innovative designs and high-quality products.

Zara.com In-depth Review

Website Design and User Experience: Zara.com boasts a sleek and modern website design that enhances the overall user experience. The layout is intuitive and easy to navigate, allowing users to effortlessly browse through the various categories and products. The site's responsive design ensures a seamless experience across different devices, making it convenient for users to shop on the go.

Product Range and Variety: Zara.com offers an extensive range of fashion-forward products for both men and women. From trendy clothing to stylish accessories, the website caters to diverse tastes and preferences. The variety of styles, colors, and sizes available ensures that customers can find something suitable for any occasion.

Quality of Products: Zara is renowned for its commitment to delivering high-quality products. The materials used are durable and well-crafted, ensuring longevity and customer satisfaction. The attention to detail and craftsmanship is evident in the finished products, making them worth the investment.

Pricing and Value for Money: While Zara's products may not be the most affordable on the market, they offer great value for money considering the quality and style they provide. The prices are reasonable, considering the brand's reputation and the durability of the products. Customers can expect to get their money's worth when shopping at Zara.com.

Customer Service and Support: Zara.com excels in providing excellent customer service and support. Their dedicated customer service team is responsive and helpful, addressing any queries or concerns promptly. Whether it's assistance with sizing, product information, or order tracking, customers can rely on Zara's efficient support system.

Shipping and Delivery: Zara.com offers reliable and efficient shipping and delivery services. Orders are processed and dispatched in a timely manner, ensuring prompt delivery. The website provides real-time tracking information, allowing customers to stay updated on the status of their orders. Additionally, Zara offers various shipping options to cater to different needs and preferences.

Return and Exchange Policy: Zara.com has a customer-friendly return and exchange policy. Customers can easily initiate returns or exchanges within a specified timeframe, provided the products are in their original condition. The process is hassle-free, and Zara ensures a smooth and efficient resolution for any issues faced by customers.

Online Shopping Experience: Shopping on Zara.com is a delightful experience. The website's user-friendly interface, combined with the seamless browsing and checkout process, makes online shopping convenient and enjoyable. The detailed product descriptions, size guides, and customer reviews further enhance the overall shopping experience.

Payment Options and Security: Zara.com offers a variety of secure payment options, including major credit cards and online payment platforms. The website ensures the safety and security of customers' personal and financial information through robust encryption and data protection measures. Customers can shop with confidence, knowing that their transactions are secure.

Social Media Presence and Engagement: Zara.com maintains a strong social media presence, engaging with customers through various platforms. Their active presence on platforms like Instagram, Facebook, and Twitter allows customers to stay updated on the latest trends, promotions, and new arrivals. Zara's social media engagement fosters a sense of community and keeps customers connected.

Overall Reputation and Trustworthiness: Zara.com has built a solid reputation for its fashion-forward designs, quality products, and excellent customer service. The brand's commitment to delivering on its promises has earned it the trust and loyalty of customers worldwide. Zara's consistent track record of meeting customer expectations further solidifies its reputation as a trustworthy and reliable online retailer.

Comparison with Competitors: When compared to its competitors, Zara.com stands out for its unique blend of style, quality, and affordability. While other brands may excel in one aspect, Zara manages to strike a balance between all three, making it a preferred choice for fashion-conscious shoppers. The brand's ability to stay ahead of trends and deliver on customer expectations sets it apart from the competition.

Recommendations and Conclusion: Zara.com is a go-to destination for fashion enthusiasts seeking trendy and high-quality clothing and accessories. With its user-friendly website, extensive product range, and excellent customer service, Zara.com offers a seamless and enjoyable online shopping experience. Whether you're looking for a stylish outfit or a statement accessory, Zara.com is sure to meet your fashion needs. Shop with confidence and elevate your style with Zara.

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Use this comments board to leave complaints and reviews about Zara.com. Discuss the issues you have had with Zara.com and work with their customer service team to find a resolution.