Zara.com
reviews and complaints

ORDER NUMBER: [protected]
ORDER DATE: 11/24/17
DELIVERY: STANDARD. IN 2-8 BUSINESS DAYS.
PAYMENT METHOD: VISA

I placed this order and never got it, today I called [protected] and spoke to the supervisor name Ernest and supervisor Marsha both of them did not provided any help, the only help they provided was the word I'M sorry but you need to place the order again and you will not the 30% discount from black Friday.
I got an order confirmation. If I would of know that Zara would not process my order i would of gone to another store to spend my credit. I think this was very unfair. Those two employees are very unprofessional. I would like to communicate with the head of the corporate office for zarah in the US to file a formal complain.

sincerely,
McCauley Cruz
[protected]@protonmail.com

placed an order 10 days ago and received an email the next day that my order has shipped.

3 days later, I still hadn't received a tracking number so I called customer service and they assured me the package was shipped and gave me a tracking number. After another 2 days, I called them because the item was not appearing as shipped with the tracking number they provided and the courier was telling me that the item hasn't even been picked up by them.

Everytime I would call to inquire, they would give me a BS answer that the item has shipped and the system will update within 24 hours. Well Its now been 7 days and today I was told that the item was JUST shipped but assured me I will get the item within 2 days. Which is complete BS because there is no way the package can get from Montreal to Vancouver in 2 days by ground shipping.

If you ask to speak to a manager, they all claim to be the managers. Will NEVER be placing an order with them again. Their customer service is awful, non-existent really. They will make up lies to give you some BS answer to your questions. Their tone makes it very obvious that they don't care.

Extremely disappointed with their service. I shop Zara all the time but this was the first time I placed an order online. NEVER AGAIN

I purchased the above coat and the zipper on the left side would not go up.I called customer serviceTo inform them of the situationAnd I tried to Send back to package the very next day. I asked customer service how to send this package back Whether it was UPS or USPS I spoke to two different representatives And each had a different response. I received an email 2 days later with a USPS return Receipt And I sent the coat back on Tuesday. I was told by representative that as soon as USPS scanned the receiptShe would be able to re-send a cold that was not defective. I called customer care today to find out whether or not a Coat was shipped back to me, And it was not. The Colts is out of stock. This is the worst customer service that I have ever experienced with a retailer. You should be ashamed of yourselves! Now instead of the Colts and that I so wantedI have to settle for a refund Because you are now out of stock. I asked to speak to a supervisorI was put on hold And when the representative returned he said that the supervisor was too busy to talk could not get on the phone. I told the representative that I would be calling corporate If His supervisor did not return my call today. I am beyond disgusted! What a waste of time.

I visited Zara in Valley Fair mall, San Jose, CA recently for some holiday shopping. We couldn't find exact size coat for my husband and kid, so we asked the staff. They told us that it takes 2-4 business days for the order to arrive so we can order the coats online. I ordered the coats on 19th Nov. I contacted them and requested that I would need this shipment to be delivered on or before 28th Nov. The lady on the phone confirmed that the order will be delivered on 23rd Nov. Today, on 22nd Nov, I got first update from their end and the delivery is now scheduled for 30th Nov. We are going on a holiday for my son's first birthday and planned the birthday theme accordingly. We now need to shop again for his birthday as the shipment will not arrive in time. When I asked Zara to expedite the shipment, they didn't do anything. Their customer service is BAD. They have lost a customer today and if they don't improve the customer service I am sure they will not survive long.

I have placed an order fora coat from Zara online. There has been no notification of delivery, even though order was placed a few days ago. I have tried contacting the Chester store to see if item has arrived. No-one is picking up phone. I have tried chat line on Zara website and no one is replying to enquiry as to my order. Please Zara, think about your customers and sort out Customer Service issues.

I will not be purchasing from Zara again.

My credit card number was stolen. My credit card company issued me a new card and new number. The new number was linked to the old account. Zara refused to refund my return to the new card. My credit card company was willing to speak with them directly that the account was the same. Zara refused. Would only issue store credit -- forcing me to buy at their store.
Spoke to 6 different people at Zara customer service. Finally when I refused to get off the phone, the case was referred to their "relevant department" - ie - no name department with no contact person.
Waiting now for 7D for someone to respond to my complaint.
I think that they'll waiting me out for the 30D return period so I will be forced to accept store credit
Zara "customer service" is an oxymoron

Hello, I ordered sneakers from the website to be delivered to the Del Amo location in Torrance. When I got home and I tried them on and they were quite big. Mind you, these were planned to be given as a gift, so I had a limited window to exchange them. I called the torrance store about 15 times at different times of the day, and I never got an answer. I made sure it was the correct number. I didn't want to return them online because I needed them asap and it would take long. All I wanted to know is if they carried them in store, but it baffles me that it's such a large store that no one ever answered my call.

On October 31, 2017 I ordered a Coat and Two Sweat suits Along With Some Socks for My Baby. On November 3, 2017 they sent an email saying it was delivered to my address left outside of my apartment building At 12:09pm which it never was dropped in front of the door no one ever came to deliver . I contacted Zara They Told Me They Cannot Do Anything About It Because LaserShip said they delivered it and I Was Home That Day Actually Outside In front of My Address With Some Family Members and Nobody Came To My Address To Drop Anything Off. I Need To Be Refunded Or Sent My Packages because it was you guys fault it was no fault of my own and I'm a first time customer of Zara And it's not a good look.

This is my second time ordering the same item, but keep receiving the same wrong item every single time. The item now is currently sold out in my size. How could this same mistake happens twice? Like how? The first time I called, I thought at least they will do something to figure that what really happens, but no, they did not anything. Since im having the exact same mistake on my second order too. How can you order a green jumpsuit and receive a blue/white top? Like how? I really want to know. When you call to complain, all they say is I'm sorry that is it. I thought Zara was better than that.
Honestly I'm very disappointed

On 10-21-2017 I made an online order of $273USD this order took 2 weeks for delivery which I don't mind, but since it was taking a little bit longer than usual for delivery I decided to check on the tracking status of this order on 11-01-2017 and the status said that my package has been delivered on 10-30-2017 at my front door. I always buy online from Zara and never had a problem with any delivery, so when I saw this I clearly new something wrong happened. I contacted Laser Ship which is the facility they use for shipping and they told me that they will open an investigation and if they couldn't find the package so I have to call Zara so they can send me a new one. I called Zara and the representative told me I have to wait between 24-48hrs for someone to contact me about my missing package, really? I couldn't believe I have to wait for someone to contact me about a missing package 24 to 48hrs! Long story short, my package was delivered at another house in my neighborhood which I have to go and ask them if they received something for me, because neither Zara or laser ship did anything to help me find it. This is the day that they don't even know who has the package, if I have it or still missing, and no one has even offer me an apology which I find so unethical from such a big company as Zara. I am very dissapointed since this is one of my favorite stores, and I have purchased so much from them.

I am with my girlfriend at Zara at the arcadia mall california. We waited in line to return an item . My girlfriend wanted to purchase an new item but she couldn't find the size - I was able to get the size from another employee. But at the time my girlfriend finished her transaction at the register. I asked ok eofnthe girs at the register that I found a size and wondering if I have to wait in line all over again . She kindly said no problem please wait here while I finish and will allow you to use the credit to purchase the jacket . After waiting ten minutes - the manager comes over and says sorry buT you were at a different register so you have to wait in line again. I said that is very rude considering the other girl already said she would take us and we already waited a considerate amount of time . I then asked if she would kindly give me her supervisor name - she refused - I asked for her name she refused - then she embarrassed me and my gf in front of everyone and Said she is calling security for absolutely no reason . I was not rude at all. I am highly offended by this managers behavior. Highly embarrassed. I have been a customer of Zara for many years spending thousands of dollars . I am a social media influencer and have worked in retail many years ago and I have never seen or experienced such rude and inconsiderate behavior.

I purchased a black top as a gift and took it home for my daughter to try, we removed the tag in the neck and when she tried it it did not fit her so we bought it back to the Zara store in walnut street Philadelphia to return it withinf 7 days with the tag and the receipt and was told they can't take it back because the inner tag attached to the top was missing, we were not even aware that the inner rage was there or not when we got it and the customer service at Zara were very unhelpful and not ready to do anything about it and kept apologizing- not even ready to give a store credit or exchange the top for a bigger size, very disappointed that the store tried to sell something without putting a note on it saying that inner tag was missing and the service was terrible that they were not ready to provide any solutions. For a persons who shops a lot at Zara there is a closed chapter .

Chatney D. I've place an order on 10/26th on a Thursday for 3 pair of shoes to be delivered at the store near me. I also place another order the next day 10/27 which was a Friday to deliver at my home. Tell me why I've received my items from Friday's order before I recieved my shoes? Please never place a store pick-up order even though it Free, just pay for the cost to be delivered to your home its not worth waiting 7 days to get a free delivery store pick-up .

I bought a pair of ripped jeans from Zara however within a few months of wearing them occasionally they broke and my entire knee was exposed to the point where I was not comfortable to wear them. I would like a refund if possible, or to be able to get another item from Zara for free up to the price that I paid for these jeans. If the item is more than the cost of the jeans I would pay the remaining price.

at 3 pm i v been to zara habtoor and someone assisted me for reserving a black shoes at verdun branch noting that she has informed the staff there that i am going to pass by to pick today afternoon. at 6 30 pm i have arrived to verdun branch to figure out that no one has reserved the shoes and it is still in the depot. it toon them 30 min to bring the shoes and when asking over the cashier if i have to wait again for this whole line to pay for the shoes, he answered in a very bag manner that well yes as u see u have to wait. so basically i need 1 h to pick and pay for a shoes! ur staff should have reserved the shoes in my name before i come and the man over the counter could have been more polite so i can calm my temper! very bad service

I went to Zara Store Newport mall. I felt so bad and disappointed because I was so happy with the jeans I found there but when I went to pay I didn't receive any customer service. The cashier who was in the store at 6:29pm the store had at that moment. She just told me the price of the item but anything else. She was pretty rude at the moment of charging me. She didn't say HI, how are u or just thank you!, but not even she just threw the receipt paper into the shopping bag and that all like if I was an animal

I'm submitting a complaint regarding the service i was provided by an on site manager at the Zara Store located in NorthPark Mall in Dallas, Texas by the name of Ricardo. He was extremely rude to the associates at the front counter. I politely asked for them to check to see if they had another dress in the same style due to the one they had on the show room floor being stained really bad. After waiting over 30 mins i was then told that's the last one left in that size and they don't provide discounts, which is fine. However, he was SO RUDE and nasty no one who has a customer facing job should put out that type of energy. I definitely wont be shopping at this location again

I am submitting a complaint about a pair of black jeans that I have purchased from Zara in Belfast N.I.. The first time I purchased the jeans I brought them home, went to wear them on a night out and the zip had broken on them so I had to get another outfit last minute to wear out.. I brought the trousers back to the store and I exchanged them for another pair as I loved them and thought this was a one off as I always buy my clothes from Zara. However, I wore the new jeans out Sunday past & I was out approximately 1 hour and noticed a massive rip down the front of them! The hole was that big you could see all off my underwear! I'm sure you can imagine the laughs the place had as I had just sat down and people had noticed the tip before I did! Luckily I had a long coat with me that I could wear home to once again get changed! Leaving the venue I was at in a taxi to take me home, get changed, and get a taxi back to the venue.
It's very upsetting as this was the second pair that I had gotten! I now have to travel 45 min to my nearest store in Belfast as I live in Newry and change these again!
So so shocked at how this has happened as I always thought as Zara to be good quality clothing. Upon telling my friends where I had purchased these from they were shocked too.

I had really bad experience with ZARA Viet Nam today. This was actually the first time I ordered Zara product online in Viet Nam and I do not think I would use the service again, and consider anti using Zara product in the future if my problem is not settled down satisfactorily.

Yesterday night, I got an SMS from the store to confirm that my order had been ready at the store and I could go to get it there. Then, I tried to manage my time to walk there (which is 15 mins away from my company, and I also needed to ask for my boss's approval). When i got there, they told me to be back after 15 mins-20 mins later since the order was not ready yet. I explained them that I could not stay longer and asked for their support on this. But they said they could not. Ok fine! Then I called the call center to explain to them the situation. And their solution was that I shall go back to the store and wait or I would like to cancel the order (I know Zara is rich, so they did not need my consuming). I suggested if they could ship me since I needed to go back to work, but still could not. They just repeated the boring policy which I did not violate (since I was really there, but they delayed the order, and now this was my fault). Trying to talk but failing, I decided to go back there as they promised that everything was ready. Then I again arranged to walk back there and the store still asked me to wait for 20 mins for the orders. Was they kidding me? Did the customer service complete their job to keep their promise? I felt so offended. I called the center again to meet the manager to seek for the reason. Then he told me to wait he would call the store immediately. Then now he called? After 15 minutes without any feedback, I called him back and the center said he was busy and could not come to the phone (avoiding me?). At long last for 25 mins, the store called me to come to the cashier to take the order.

I contacted back the call center and they keep their irresponsible attitude to answer me that at least they delivered the order successfully, and they did contact the store after my call. Why did they need to wait me to call them? They must initiate to contact the store to prepare for me in advance, and kept their own promise.

I highly recommended that Zara would settle this somehow. Otherwise, I would never ever buy anything relating Zara brand again, and also spread this to my beloved and friends even though I know that Zara is rich already and Zara did not need customers anymore.

Warm regards,
Quan Doan
Phone: +[protected]
Email: [protected]@gmail.com
Order number :[protected]

I bought two sweatshirts online at Zara.com. After doing laundry they shrank and from size M they became size XS. I returned them hoping I will get a refund, but in return, I got rude customer support and they declined my items.

I and my family were loyal customers of Zara for many years. We started shopping in Europe and when we came to the United States, we started ordering stuff online. Zara has great quality products for cheap prices.

This was the first time something negative happened and I was hoping for Zara to be very nice about this situation and will try to help the customer. But it didn't happen.

These sweatshirts were only 30$ and I think loyal customers are more important than that.