Zara.com
reviews and complaints

Zara US started using a delivery service to deliver packages. The first time I didn't receive my package it said that it was delivered to a mailroom, there is no mailroom in the building where I live, and the address on my order clearly states an apartment #. So when I didn't get my package I called customer service and explained that we don't have a mailroom and that I'm not sure where the package was delivered. The problem was resolved as in "as a curtesy we will refund you" but the order was delivered.
Next order the delivery person actually called me and asked where does he need to leave the package and I told him by my door.
This recent order actually 2 orders again were left in a mailroom that does not exist, and the way it was resolved the orders were delivered.
I'm a very big customer of Zara, I buy for myself, my husband and my daughter. Customer service is very poor, rude managers and sales people. going to try to limit my shopping at ZARA.

At the Rancho Cucamonga, CA location in the Victoria Gardens mall, I had the worst experience with the manager there. She refused to accept my item because of what she thought was a discrepancy, however, when an associate compared it with one of their similar items, she saw that that's how the jacket was made. Later, she tells me she can't accept it because of the lint and the few cat hairs that was on the jacket. The manager tells me to take it home and clean it and then she will accept it. Her reasoning was that someone might be allergic to cats. I agree to clean it and go down the street to purchase a lint roller. As I'm returning to the store with a lint free jacket I see a man carrying a hairy dog and trying on clothing. At this point I'm furious that the managers reasoning was for pet allergies but she allows an individual holding a dog try on clothing. I choose to ignore it in hopes of making the transaction smoother. When I hand the manager the jacket she refuses to exchange the item and this time doesn't give me any reasoning as to why and tells me to call customer service. I proceed to call and get in touch with someone from customer service who takes the managers side. I decide to drive an hour and a half away to another Zara and tell the manager about what happened just to see what he thinks of the situation. He was as dumbfounded as I was and gladly accepts my exchange.

I've never had this happen to me and can't even wrap my head around why this had happened. I dont want to assume it's because of my race or sleeve tattoo, but I can't think of any other reason. I ask you please look into this manager and take appropriate action. Thank you

Dear Team,

We had purchased a trouser and a coat from Zara Goregaon Mumbai. While returning the same in Delhi Pacific Mall, store manager refused because claiming that the trouser is altered. We have not altered anything. We have returned the product exactly the way we had received it.We called up Goregaon branch and the store manager didn't help us at all. He was rude and asked us to come from Delhi to Goregaon and put the blame on us that we have altered. He was not ready to check if the same was returned by other customer who might have altered the product, and after which we may have purchased the same. There was no way he was helping us to get out of the issue. Given that the wrong product was sold to us, we would like Zara to return our money and please improve staff behavior. Also please check the product before selling to a client and at least take the responsibility of the same. Really disappointed with Zara. We have always been regular customers but this time Zara was really unhelpful. Request you to please resolve this matter at the earliest

The Delhi store has taken the coat back but not the trouser.

We also remember that in the Goregaon store, this trouser was not kept on the floor, and the person had specially got the trouser from their store for us. You may check the CCTV cameras . I had visited the store with my wife on 16 September 2018.

I have attached pics for your reference.

Thanks and regards,
Yakeen Agarwala

Mailed some items from two orders from Zara.com to their wearhouse. Packed all clothes in one box, and a pair of over-the-knee leather boots in another one. Attachated return labels for both orders. Both boxes were delivered (I have confirmation from ups), but I received refund for clothes from one box only. Zara's representatives claimed they never received the boots, despite the ups tracking number says it was delivered at the same time with the first box. Spent over a month trying to communicate with Zara's representatives- poor communication: almost every time had to explain whole situation and give all the orders/tracking numbers/item id number from the very beginning. Never received any calls back as was promised. In the end it was said that the item wasn't received and they won't refund for it.

Dear Sir/Madam,

This is Mr Sujit Ghadigaonkar, a customer of brand Zara since few years.I have been using this brand's line of clothing quite a few times and was never disappointed till now, until I bought a garment " Black color Formal Trouser " from the Zara stores, Viviana Mall, Thane on "8/09/18".
It's invoice/bill number is "1480-06-SO17058".
On the same day, I gave my measurements for the garment alteration to one of the store representative 'Mr.Pankaj', who stated that length 35 would be the best length for keeping the length of my trousers, as he held the measuring tape tight & showed me that the length 35 is coming till the top of my shoes, while asking me to stand upright.
I told him that I don't want Ankle length as I will be using it for formal purpose, but he said me its not ankle length.
Further I told him that normally I keep the length of my formal trousers more than 37, still he convinced me that 35 is best length for me & 37 will be more than required. I trusted him since I thought he must have been professionally trained by the team of this brand.
When I went to the stores to collect my altered garment, & tried it, I was shocked to see that it's coming quite above my ankle length. I did not expect this, as I trusted your representative that he had taken measurements correctly & was properly trained for it. To my great disappointment, now I will be unable to wear it since they are saying that the trousers length can be increased only up to 1 inch, which is still small for me, & will look odd as a formal trouser.

When we tried to talk this out with the stores manager Mr. Prasad Talashilkar, not just did he addressed us with a rude & dominating tone, but also showed us eyes indirectly indicating that we are wrong. He completely lacked soft skills & was constantly trying to prove us wrong & not wasn't ready to listen to us by continuously justifying his staff's actions.
As an esteemed brand, we completely trusted ZARA, & never expected that they would do this mishap to the garment & moreover give this kind of treatment to us.

I would request a complete replacement of this garment, if not a complete refund of my money as its none of my fault & I am not happy with the way your ZARA team at Viviana is behaving with us.

Thanks& Regards.

Sujit M. Ghadigaonkar
Cell No :+91 [protected]

Bought Zara trouser During my Singapore visit from marina bay Sands Shoppee. I wore it the next day. To my surprise the threads are coming out just in first wear. This is surprising as this cheap fabric quality is not expected from a brand like Zara . I want to return this to a store in Mumbai as I reside in Mumbai. I have bill and price tag as well.

I shop at ZARA over 10 years and never never i was treated like this way in neither of countries I been and shop ZARA like I was treated in this shop in Romania mall!
It's inappropriate how they treat the customers there!
Please do something about it!
It's happened in Romania Bucharest in 1 of the mall named promenada!
Please contact them manager and let them know what bad stuff they have!
I was trying to contact them manager but they didn't give me the chance !

I used to love the style and fit of the clothing that I purchase from ZARA. However, recently I encountered some problems with some of the clothing purchased from this store. I bought some Army fatigue pants before the summer. I only wore them like 2-3 times and they had a rip in the inseam. I loved them so much that I went and purchased another pair of the same pants and the same thing happened. I didn't pay it any mind until recently I purchased a dress shirt for a funeral while at the funeral I noticed a slit on the sleeve and the right side of my chest. This was very upsetting and embarrassing considering the amount of money that I spend on dress shirts alone at this place. I came straight home and called ZARA to start a case. The rep tells me to send in pictures of the damaged items, which I did. A rep calls me the next day and says we looked at the items and they are not a manufacturer damage. I was disturbed by this and wondered how did they come up with that conclusion or is this what you tell all of your consumers. The rep said that they would take a 2nd look at the items and call me back. I never received the 2nd call back so I called them and they tell me that the decision remains. It's obvious that ZARA does not care about the consumer as long as you still make money. I will not stop here. I will also be writing to the Better Business Bureau (BBB) to file a complaint as well. If you want to buy good quality clothes, I'd advise everyone not to frequent this place.

I ordered a dress on Zara and was sent the wrong size. I went in to the Zara Sherway Mall location to return the item but because the wrong size was sent, the SKU number was different and so I was told I was unable to get a refund in store and had to call Customer Service in two days time since they're not open on weekends to get my refund. No apology given for my inconvenience. I waited on Monday to call in and spoke to a representative named, Christina who put a note on my account and asked me to now go back to a Zara store to return my dress. The sales rep at the store will call in head office to confirm that a note has been left on my account to issue a return. No apology given for my inconvenience. I return to a Zara store, this time at Markville Mall (since I was in the area.) I let the sales rep know what was told to me by Christina. She calls in to Zara customer service and tells me to give her the dress, she'll take it and that a refund will be automatically issued on the customer service side. No confirmation number was given to me and that an email would be sent to confirm that I would be issued a return within 24 hours. I was only given the sales reps name, Queenie. I have not received an email. I call customer service again this time speaking to Sharon, who now tells me that an email will be issued within 48 hours and that I would not see a refund until 14 days. It has been three days and still I have not received an email from Zara customer service confirming my refund. Throughout the whole process, there was no regard to the inconvenience that it has caused their customer. Dear Zara, your customers are the lifeblood of your company. The mistake was on your part and yet the time it takes me to return one simple item to get my refund has taken well over 2 weeks and I still have not received a refund. This is absolutely ridiculous!

To be honest I love the products from Zara and hence to avoid the hassle of travelling, I ordered for the first time through Zara Online. Order number:[protected] its been a month now and I still haven't received my order yet. I had the worst ever customer service when I spoke to agent through Chat support multiple times. they said my order is being investigated ad then when I requested to cancel my order and process the refund the customer agent just closed the chat. No courtesy. no apology nothing. Atleast as a customer we do not expect this from a brand like ZARA. Horrible experience ever

Dear Sir / Madam,

I am writing to you to raise an issue about: Online & Mail Order

The issue that I have experienced was: The thing is tht this product of them I bought around 2 months ago and and after using I cleaned with cotton cloth piece nw the holes are gap is created different sides of the shoe I am asking them the refund they least bothered and these customer support doesn't even intend to help they cut the call they won't speak so irresponsible these ppl are I want my refund back as soon as possible within these months their shoe has a prblm nor they want the product back cuz it's [censored]ty they know tht niether do I. So I kindly ask u do help me out wid this

It occurred on: 3/08/2018

Refund

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Allan Varghese

on 8/14/2018 I purchased a pair of pants from the Thousand Oaks, CA location, store #9887. On 8/15/2018 I attempted to wear them and they ripped in two spots near the top right belt loop. Frustrated with the faulty product, I took them back to try and return them at the same location the very next. While doing so, I noticed that the other pair of the same pants was also ripped in the same spot that mine tore at. This led me to believe that Zara is selling a faulty product. When trying to return my purchase, after explaining the situation to the manager, Martin, he stated that he would not return them, claiming I wore them. However, I did not wear them. I attempted to and when I went to put them on, was when they ripped. I am very upset for I I could not even wear them. I do not understand why Zara would sell faulty products and refuse to return them. This left a very negative taste in my mouth and I do not understand how the manager could also be so rude about the situation. I simply purchased a product that was clearly poorly made and would like my money back for this purchase. Yet they are refusing to do so. Zara does not stand behind their product and displays horrible customer service. As an employee of the mall, I understand that if I sell a faulty product, the customer should not have to suffer because of that. Yet Zara does not believe the same ideal. Never shopping with this company again. I just want my money back for a faulty product I purchased.

I have messaged you yesterday about how unhelpful customer services have been. Jasper still has not returned my call...he promised me a call back and nothing has happened. I've even spoke to a young man at Customer Complaints for Zara on monday...he was going to speak to Jasper. I feel very disappointed and angry with Zara. Your service is poor and promises not met. I sent you an email yesterday ...I would appreciate a reply . I think the least you can do is offer me a discount on my next purchase at Zara. I buy very often from Zara in store. Regards Elayne

Phoned [protected] list phone number of Zara USA via Google.com search. Customer service rep harnessed me once made request for my mailing back item at my expense narrating me with nonsensical inquiries includes my order number along with email. I reminded her of my only requesting Zara returns address of which I was put on hold for at least five minutes. Please let me know your returns address as I solely want to return a tee shirt purchased online
Thanks muchL Howard

I have placed a return request on 23 July till now the return hasn't reached the warehouse house I have been waiting since 3 weeks the courier services are not responding properly I have been calling them and sending mails they r not even responding to me I want my refund back ryt now I can't tolerate with this worst app anymore and I am not gonna buy anything from this app

Zara in every country has terrible customer service
Zara employees are extremely rude. They seem to think that they have the right to treat you badly because they work for zara !
I spend thousands at zara but there is always a problem when you want to exchange or return an item.
They never want to help you and you are not allowed in the shop with a shopping trolley. Bizarre !

Today Tuesday July 24, 2018 at approximately 1730 at Zara Paris Eduardo VII telephone [protected] the manager a middle aged female of color refused to provide return receipt upon store employee mistake. She refused to give a reason. She raised her voice over the entire store lost her temper called my daughter and I stupid and intimidated us physically by approaching us. My daughter is 10 I have never experienced a total
Loss of control by a manager of any kind due to return of receipt. She yelled at us to get the hell out of the store. The store employees suggested to call the police and tried to help but were also intimidated.
We are shocked and sad and disappointed to have to witness a psychologically unstable person in a position of control towards my daughter and I. My husband was witness.
A terrible loss for Zara which was one of our favorite Spanish fashion stores.

This thing happened today(19/7/2018) in Parramatta Westfield NSW 2150 Australia.
My wife went to purchas a clothes and waited for calling . The staff was using a sound which made her feel rude and uncomfortable . My wife was a little bit piss off, and throw the clothes into the accounter. Then the staff started to talking something really rude to my wife

Hello
This is the first time for me to buy a tie from zara for my husband and am truly sad with that experience, he use it only once in a wedding and when i wash it softly it ruined and Torn apart And when i went to the store trying to change it or take my money back they refused saying " sorry it's an accessories I can't help"
I am really disappointed from the quality of the service and the quality of zara ‘s product
I bought it 20/6 ( less than 30 days )

On Friday 6th July at around 14:00 hours made a purchase from Zara Ramat Gan Israel store of a total of 400ILS (approx) of which I paid 300ILS with my Mastercard.
I purchased 2 Men's Shirts (each 89ILS), 1 Jacket grey(119ILS) and a blue dress (99ILS)
On Sunday 8th July, I returned the dress and the cashier took my Invoice and didnt return it to me. On Monday evening at around 20:00 went to return the Jacket to exchange it and the Manager named Claudia from Ramat Gan Branch in Israel was not only rude, but refused to talk to me because I didn't have the Invoice. I explained to her that I need to exchange it and would like her help. I explained to her that I can tell her the exact date and time of purchase and show her proof of purchase. Also as per Israeli Law you can exchange the product within 5 days of purchase so maybe she can help me but she refused. On Tuesday 10th July spoke to a customer rep over the phone (Mor) she was rude, yelling and shouting truly disproving the fact that people can lose a piece of paper. Is this how Zara Global wants their service and brand identity to be defined. Are you looking to shun your customers away!

This is so insulting because :
1. The Invoice wasn't returned by your cashier that's why don't have it in the first place
2. Thank God I don't need to exchange by husbands stuff and it fits him good, but otherwise imagine all that money is down the drain.
3. Why treat your customers like [censored] when the product has labels (see images) and purchased only 2 days ago
4. Why not offer another solution?