Zara.com
reviews and complaints

I purchased a dress at the Mall of San Juan and after the first use I spot clean vanilla icecream; the following day I noticed the red color lines had smeared damaging the unit. The store response was to travel back and bring the dress for evaluation. I live in Jax Beach no stores available; for a $50 claim, I had to travel $800 cost. Need refund..

On October 17 around 9pm at Garden State Plaza Mall I came to Zara with my mom, dad, and baby sister. I was very excited to pick out a birthday outfit. I picked a couple of shirts and dresses to try on. My mom, sister, and I went to the dressing room and my dad stayed outside to wait for us. As I tried on clothes me dad wanted to see how they looked on me so I came out and went back and forth showing my dad. However, after the 2nd time of leaving my dressing room I noticed that an Asian man and his wife were together in the dressing room. He was giving his opinion on what she was wearing. After witnessing that I asked my dad to come with me to the dressing room, but we were stopped by a White Female Employee who said, "Excuse me, you aren't allowed back there." I asked Your White Female Employee "Why? There was just an Asian man with his Asian wife back here. Why wouldn't my dad be
allowed back there?" At this point your White Female Employee pretended to look confused and said, "oh there was? then I guess he can go." My dad and I proceeded to the back to try on clothes. 5 minutes later a Hispanic Female Employee comes and tells us that "only one person is allowed in the dressing rooms." Not wanting to cause problems my family and I complied and left the dressing rooms.
My question is why is it only in person? Is it because we are black. Is that what Zara is about? Discrimination. There were multiple people in the dressing rooms, more than one person in each room.
Never have I ever had a problem going into the dressing room with my friends. I used to go to Zara with my friends all the time and we shared one dressing room and not one word was said, but the minute a Black Man wants to walk in, there is a problem. If this is who you hire, if this is how Zara treats its costumers, I will gladly never shop at Zara again. After hearing about my experience, my friends and family will never shop there again. They were absolutely appalled. Just because someone is Black does not make them a threat. One should not judge a book by its cover and I'm very disappointed that Zara allows such discrimination.

Hey. My name is katrina, I used to shop in zara every week. But for right now I changed my opinion about this store. It’s all because of my sad experience.
Security rudely stoped me by the entrance. Without of telling me the reason. Asked me for the recipe for my shoes which is I purchased the day before. I said that I don’t have a receipt with me, because I purchased my shoes yesterday. Like I understand the reason of why he stopped me it’s the short black thread on my shoes. While I been standing there he was talking to me very rude and disrespectful, like I really stole this item. He told me to take off my headphones so I can hear him better.in the end of this, I left store very disappointed. I almost burst into tears. I had a lump in my throat! I love zara, but for right now I can’t even go to the store. Now I have depression and psychological trauma on the basis of this. Not sure if I ll ever do shopping again in zara. Thank you for reading this.
It’s happened on saturday, october 14, 2017. 8:55 pm. With the security guard kory. On 500 fifth ave, ny, 10110

I sent back all my items on my recent order, I called the check the status of my refund...to my surprise, they said there was only one item and it was washed and the tag was cut off. I assumed it was a mistake that would be solved quickly, but no. They wanted to send everything back, they obviously mixed up the orders with someone else. I've been going back and forth with customer and they're refusing to refund me. Never ordering online with them. Extremely disappointed at their customer service.

Hi
On 15/9/17 I placed an order for two items one was a black bikers jacket which I returned and got my money refunded and the other was a pair of patent red sling back court shoes size 8.
I have worn them once and the heel on the left shoe has broken.
I have thrown the bag and invoice away because I liked them and thought they would be fine.

The order number was [protected].
Ref 1/5216/201/020/41.
£29.99. Size 8.
Order date 15/9/17

Please can you advise me what to do. I am happy to have a new pair but if the same thing happens I Will want a complete refund.

I await your advices
Stacey Browning.

By far the worst company to shop. I returned 5 items but only got refunded for 4. Now I am being told that the package was never received. But then how did I get refunded for the partial order? They are either lying or someone is stealing out of returned boxes. No one is helpful and they are trying to give me the run around. I will not drop this until I receive my refund and will make sure to let everyone know about the horrible customer service this company has. I will also be sure to NEVER shop there again.

The worst customer service ever! My order was well over $600 dollars. According to the carrier, LaserShip, the package was left at my front door on 9/20/17. Never received it. Contacted Zara who said they'll start an investigation which would take 3 business days. It's now a week later and still no resolution. Asked to speak with a supervisor on 9/25/17 and was told none was available. Left my contact information in anticipation of getting a call back; no call back 4 days later. Called the corporate office to file a complaint and was directed to call customer service, the same department I wanted to file a complaint against. Needless to say, I'm done with Zara. It's been a week and there's been no resolution.

I am a relatively new online Zara customer with one successful order.

There are two (2) pairs of boots I wish to purchase, but cannot remember what password I used. (MY FAULT!)

However I asked to reset password and when email is sent to me, it says that option is not available.

Please address this or advise me as to course of action that will allow me to proceed.
My name : Suzette McKeithan
email: suzette.[protected]@gmail.com
Billing Address: 449 Commercial Avenue, Cliffside Park, NJ [protected]
Shipping Address: 525 Palisade Avenue, 3rd Floor - Mayor's Office
Cliffside Park, NJ [protected]

Thank you in advance for all your kind assistance.
S

This is the first and would be my last time buying items online from Zara ever again. Horrible experience and for them to just tell me that my items can't be replaced neither would I be given a refund on something that's clearly their fault is just rediculous. I work so hard for my money and is not fair at all that I have to lose it because of a mistake on their end. Horrible customer service experience. I will take this case onto my self if that means going to court/police I'll do it. Something is clearly wrong with your carrier. My items went missing twice and is saying that is been delivered which never happened. Mind you I always buy stuff online, this is the first time I'm having such issues. I'm so disappointed and everyone will have to hear about this...

I placed an order on 9/15. Order shows as out for delivery on 9/17 at 3:59 pm delivered in front of door at 4:00 pm but I never received it. Called zara and I was told that they had to start an investigation which will take up to 4 business days. First of all, the C.S REP made me feel like I was lying. Then, I took it upon me to call the shipping company and it took me 10 minutes to find out they had lost the package, whydo they need 4 business days? Given the fact that I'm going to be out of town I a few days I called zara to let them know and see if they can helped me. Once again had to deal with not so friendly people. They still investigating! 😡

I was yesterday at Zara store at 1963 Broadway in NYC beewen 1:30-2:30pm. I wanted to exchange bodysuit for different size. I found also one extra shirt so I went to changing rooms. At first I was shocked how dirty and filthy every rooms was. I was send downstairs to exchange /purchase item. There were only 2 people in front of me and one lady behind me. There was only 1 lady at the register. After about 25 minutes of waiting to process one person, lady behind me left upstairs. I asked who is manager, and it was a African American lady standing behind the register not even trying to speed up the process. I asked if I can go upstairs she said yes there ar just 2 people there in line but you will be next at this register. After another 5-10min of waiting I asked again manager can she process the order when at that time shopper who was at the register stared to yell and me and at the end told me to shut up.. No staff members even tried to help me or calm the situation. I finally was forsed to leave and stay in line on the first floor where only 1 woman was in front of me, same one who was waiting w me downstairs. When I finally reach the register and told them that I was insulted and sent upstairs lady at the register responded " They called me but didn't told me to process your order, the told me something else about you .." I was completely stunned and asked to talk to her supervisor. She paged somebody but at that moment I overheard another employee saying " They don't want me to talk to her" meaning me... I approached her and explained the instults and situation and she was the only one who seemed empathetic and sorry and gave me Custer service number .
This morning I checked Yelp and there are about 60 similarly bad and worst reviews about the store. So I would urge Zara to change staff at this particular store as this behavior is running Zara's image and their customer relations. Thanks you.

Hello,

I bought a jacket one week ago and I throw out the recipe I went to the store to change with the other item with the same price they told me I can't cause I don't have the receipt! In every store in the US I can change without receipt only this was the first time I heard that! They said it's Zara's new policy and their attitude was so bad I really want to complain about their attitude and your new policy which I can't understand!

Zara, what's wrong with you? What's wrong with your customer service? It took me waaaaaaaaaaay toooooo long to finally reach you out to simply find out what was going on to my order I decided to return. You were absolutely useless and not helpful at all. It's been three weeks and still there's no refund. Do you avoid me and my awkward questions? I sent 5 items in one package and you refunded just two of them, the others are being processed. Why? It's just one order, not a separate one. Horrible, guys, simply horrible.

The service at the Dubai Mall branch has always been poor. I am a regular shopper at zara and very recently moved to dubai from kuwait. My experience with kuwait shopping was very pleasant, the sales people were friendly, helpful and responsive. Here espscially at DUbai Mall, they always seem to be in a hurry . Often my request for help is either ignored, forgotten, indifferent or their focus is elsewhere. Very disappointing .

Hello,

Last year I´ve bought in Berlin parka jacket. After winter stitches allowed and shoulders and pockets were ripped. I asked my sister to exclaim in Hamburg. She was in the store 3 times:
- once the manager told her it´s our mistake it´s ripped
- second time manager acknowledged that the problem is with fabric and stitches, but they can´t return her money, because she doesn´t have VISA card
- third time she asked about ZARA voucher instead of return money, or she wanted to choose something else - it was told her, it´s not possible, you need to have VISA card where we will return the money...

I´m asking:
- who the hell I´m that I should care about your cashpoint and wrong closure you will have?
- how is possible that there is only one option to return stuff - returning money the way I purchased? That´s not true!
- are managers in Mönckebergstraße in Hamburg so lazy or without any knowledge and any attempt at good service?

Could you advice me, what should I do in case I don´t have VISA anymore? How I can exclaim damaged jacket which is damaged not by me, but because of the fabric and wrong stitches? Where should I go, what the hell should I do?

Thank you
Best Regards,
Anna Bortelova
a.[protected]@gmail.com

I am very frustrated regarding this store location 1245 Worcester st, Natick, MA 01760. They Never answer the phone, its really frustrating because no one wants to go to the store and not have what they were trying to call over the phone for. I have reported this issue multiple times and no one does anything about this. I feel like the company does not care about this issue of employees never answering the phone.

Purchased a shirt as a gift. Threw out receipt when it looked like the shirt would fit. Security tag had been left on the shirt. Returned to store. 3 managers unable to figure out how to take the tag off because it had to go back into inventory and out again. Turns out the shirt had 2 security tags on it, one of which was the wrong one. Spent 30 days working with customer service to try to resolve. In the end they said they couldn't. Clearly they thought I stole the shirt and was trying to return it, because they couldn't find the electronic record of purchase (because the WRONG security tag had been scanned). It was a $30 shirt. So in the end I walked across the mall to H&M and purchased $300 worth of goods there. I will never shop at Zara again. Store managers should be given discretion to write off a $30 mistake that was made by their staff. Instead, they have alienated a good customer and I have told dozens of people. makes no sense

Hello.
I received my order and I was very upset
These boots have a marriage.On the right shoe there is a spot (worn out leather)
I can not send my order back, because I do not have the ability to make a print for a return
Can I get some discounts, like compensation for the fact that my shoes are defective?
Thank you for your understanding.
 My Order number: [protected] My email [protected]@mail.ru

Today on 8/30/17 at 8:00pm I entered the store at 34st Herald sq. I was shopping at the men's department near the fitting room next to the shirts area. Before I even touched a shirt, I was approached by a dark skin lady with a short hair. With an attitude without even saying hello, she said what size? And when I was about to leave I overheard her mumbling "I hate these freaking customer". This experience alone made me not want to buy anything.

8/28/2017
Treated like trash from the representative Jamie on the online number. The first red flag was that they delivered part of my order on a Sunday and I never received the other half and was told to just wait and see if it comes. I didn't even receive an email like most online merchants do to tell me that my order would be shipped separately. I told them that under no circumstance, will I just wait, they didn't have to wait to receive their money so the answer was no and after about 42 minutes they told me that some of the remaining order was no longer in stock. To my shock and dismay, I got my sister to order the jacket and she said it was still in stock...wow! I told her to ask them specifically if it was available and the answer was still yes. Per the rep, she said that if the item is not available you won't be charged and it would allow you to see it in the initial stage of the ordering process. I called back and asked to speak to another representative and or a manager/supervisor and was told that they would have to schedule a call back for the manager to get back in touch with me after I had waited on the phone for 57 minutes. Under no circumstance will I ever patronize ZARA online or in stores...retrain all the so-called customer service reps and or managers too.