Zara.com
reviews and complaints

It is not the first time, not the 2nd time, not the 3rd or 4th time that my Zara delivery arrived dented / dirty with greasy stains with box corners compressed or torn or a part of the cardboard missing forming a hole...Needless to say, the contents inside are roughly shoved to one messy pile and the tissue paper has flown loose of the silver sticker.
Zara used to have Kerry Logistics (KL) before they changed to SF, and what a whole world of difference the two has displayed! KL's Zara deliveries were always neat & tidy with all the boxes straight and clean looking good, yet now with SF, almost every time the Zara boxes arrive dirty / bent / crushed and warped...this last time it is so bad that it is deeply crushed that a deep bent in the middle makes the box look as if it had experienced something violent and being shoddily hurled.
SF might have ousted KL becos of its cheaper price but if I were the Inditex CEO, I would not have SF but would rather pay a bit more and leave customers satisfied . Opting for a 2nd rate courier only tarnishes its good, high street image.
Now Zara boxes arrive as if they are from some cheap outlets or off season warehouses that good customer service and customer satisfaction are the least they bother about.

To whom it may concern I was very disappointed and shocked at the customer service I received today 13 february 2019 at the above mentioned store! Unfortunately, I lost my receipt and was trying to exchange a couple of shirts! I bought these for my friend for his birthday but they turned out to be too big for him! I wasn't asking for my money back just to exchange the shirts for a smaller size or to get something else in the store with a view to add money if the replacement item was more expensive! Unfortunately, there was no willingness to help nor to accommodate me! I'm used to wonderful, polite & obliging service from the u.K.! I would very much appreciate if you could let me know how you can rectify my situation and restore my faith in the iconic fashionable store like zara! Yours faithfully, rachel semanova

Tax invoice 9183-63-s154500
Purchased 3 articles on 3.2.19. Item trouser purchased found oversize when checked at home after delivery. Size 34 and required 32. Removed all the tags while wearing at home.
Informed store told about exchange and informed about removing all tags he said no problem pl bring bill at the time of exchange
on 10.2.19 reached store for exchange. Around 12.30. Selected two more trousers, at the time of billing he said this cannot be exchanged because it's used and dirty
I said pl use your common sense how many times oversize trouser in just7 days can a person wear and how thisbecome so dirty.
I asked him to just put in your rack along with other trousers and ask any body to just point out that this one is dirty but he refused to exchange

He asked him not to bill the 2 trousers selected that day worth 6000/-
That trouser is lying with me I can't wear it because being oversize if this is the attitude of employees of your company. I am sure you are going to loose business in future
If still there is a chandelier if exchange kindly let me know through mail Otherwise I will be forced to complaint to consumer forum

Regards

Rksehgal
[protected]
[protected]

Your employees in the Florida mall store are extremely rude. They refused to give me their names or ID numbers to write a complaint. The girl laughed in my face as she tossed a shirt onto a messy sales pile. Ferdie was the manager...I found that out after about 10 minutes I spent waiting for him to appear from the back when I asked for him to speak with me so I can go to corporate about this. I went into the store on Friday Feb 1st to shop for an outfit for my daughter to wear to an audition. We were in the dressings room with different outfits we put together. I came out and asked for a pink soft knit shirt that was on the mannequin. The sizes are the rack were way too big the only size 7 available was on the mannequin. The girl said she would ask the manager and then came back to me and told me that is not possible. I asked the manager and he said its policy they cannot touch the mannequins. He was extremely rude and the girl was even more disgraceful laughing that it was funny I asked for their names so I can speak with corporate about this. As a woman and a mother I always do the shopping and I have never had a company be so unhelpful during the process of picking and outfit. I shop at the Disney springs Zara more than anywhere else but I will not be returning to any Zara after that experience. Happy to find a new favorite store with employees who actually enjoy their job and are happy to help their customers get what they need.

Hi I bought a dress in La Rochelle in October this was bought for a trip in January to my friends party
I wore the dress once and unfortunately the seam has completely split and frayed I love the dress I even bought green boots to match ., it is obvious there was a fault with the material and manufacturing and quality control and therefore I would like to request a
Replacement or refund please

Hi there, the company you use, TOLL for your Sydney deliveries has a bad reputation to start. I was home the whole day waiting for my parcel when I suddenly got an SMS saying attempt delivery but failed. Clearly they did not even try delivering.
Order Number: [protected]

There are way better courier companies in Sydney and it really is not wise choosing one with bad reputation. I thought it was a myth until I experienced it myself. I am reluctant to order online again.

I was actually quite disappointed with the response I received, when I called your Gateway Store, concerning the return of 2 items.

I had purchased a gift for my son, a pants and shirt, for his birthday. When I had purchased it I had asked for a gift certificate, and I was told that Zara did not give gift receipts. Unfortunately my son had already purchased the exact same pants, a while ago (same brand and colour).

Due to the fact that there has been no gift receipt, he could not exchange and had to wait for me, as I was away over Christmas, and thereafter from the 1st of January we have had 3 funerals/deaths in the family, which you can imagine, has been quite traumatic. At no point during all this was I thinking about these items that needed to be returned, so distraught with grief.
I called your store today, to ask if it was possible to return these items and was told that it was IMPOSSIBLE, because it was 2 days over the return period allowed.

I would really appreciate any assistance and help that you could provide. These are expensive items. Really is there no way to help, even in extenuating circumstances.
I find that extremely sad.
And the result of this appeal will definitely influence any future decision to shop in your stores.

Gateway Manager that I spoke to : Andila Mzobe

Regards,

Mrs Sharon Moodley

I've been a Zara customer for the past 15 years at various US locations during travel since there wasn't one in Michigan until this past year. I've ordered thousands of dollars of merchandise over the years, mostly through the online App on my phone. Today I tried to return some items that did not fit and discovered it was 11 days over the return limit. Due to the busy holidays I didn't get a chance to go to the post office or drive 40 minutes to the store. I went to the store today and they told me I had to call customer service. I called and the person I spoke to was INCOMPETANT! No help at all. I said I would be happy with store credit and she said she couldn't do that. Finally I asked her to speak with a manager. She said they were all busy and would call me within 24 hours. I am not expecting anyone to call.
I WILL NEVER EVER SHOP AT ZARA AGAIN!
Zara, you lost a faithful customer.

I purchased jacket from zara showroom DLF noida, after I purchased the jacket I soon realized that the product contain manufacturing defect and I took that jacket to return but I lost my bill and they refused to return it because of not having bill.
I hope that Zara should see this because I do not expect manufacturing defect from Zara. Hope I get solution for my problem. Literally I love zara products I am not saying this ust because I want solution to my problem, it just that I don't want to have a bad impression of Zara.
Hope you get me and soon resolve my problem.

The olive green shirt is for my dad and it had gone on a courier so during the courier the shirt has been a little crushed and the staff is not accepting it.
Please help because it's not even been 15 days and I had take it to the store ASAP.
Black denim of mine has faded so badly in just a month that it's not even in a wearable condition. I always busy so much from Zara but this is the first time I am facing such a problem. Please please help.

Hello

Nelisa here. I visited your Tygervalley store last night. As I made my way to the fitting room to try on the clothing I had selected a manager who was on the floor (an African man - to help you try track who was on duty), walks up to me and says, 'Sorry the fitting rooms are closed, we close them at 19h00'. I said okay and placed the clothes on the counter and left the store.

It is upsetting that NONE of your staff on the floor who saw me shopping, your manager included warned that your fitting rooms will be closed at 19h00 if I had intentions of trying on the clothes I had. This would have taken them 15seconds at the most. Worse of all the store was NOT busy, staff were sorting clothes on shelves and rails, it was obvious I was picking clothes - and assuming I wouldn't be trying them on would be short sightedness on their part. At some point I thought the manager was one of your customers because he walked past me a number of times and kept looking - I thought this was strange, he also was not dressed in some sort uniform so there was no way I would've thought he was staff. It was only when he followed me as I walked up to the fitting room did I realise he actually worked at the store. At this point it must've been at least a minute after 19h00 as there was an announcement that the store and fitting rooms were closed; no pre warning! The point I am making is that this man had ample opportunity to inform, warn me and ultimately avoid upsetting customer.

I have no problem at all with your store rules but you need to train your staff to have the common decency to deliver good customer service and communication on the floor is key. Other clothing stores allow customers who are in the shop to try on clothing they have selected - so there's no way I would have known things are different with your store unless you 'ambassadors'/ staff open their mouths and communicate. I would not have had an issue had I been told to start making my way the fitting rooms in time. I wasted my time and fuel driving from Goodwood to Tygervalley only to leave empty handed.

This is not a lot to ask. The same manner a waiter will inform a table they are serving that the kitchen/ bar will be closing at a particular time so as to take last orders.

I called your store this morning to ask for the store manager's name who was on duty and a lady by the name of 'Lisa' (not sure if that's her real name as she was hesitant) tells me she cannot give out the store managers name. Absolute nonsense. You are in the business of delivering customer service and product; I find it strange that your staff cannot give out a store manager's name? I'm utterly disappointed and would expect a premium store such as ZARA to have quality staff and deliver quality service.

I trust that you will train your staff to communicate better as well as being customer centric as this issue would've been solved in a matter of seconds if done right.

I would appreciate an apology from the said manager and acknowledgement that he now knows better and make a concerted effort in leading his team by example.

I look forward to your response.

Regards
Nelisa Sinuka
[protected] / Sinuka.[protected]@gmail.com

Husband bought me a$199.00 winter coat on VISA ... was a Med needed a Lrg went to store to exchange it my original receipt was blown off of top of coat in bag ... Store at Sherway Gardens absolutly would not exchange it nor speak to me. The Manager didn't help walked away and store clerk with blonde short hair shrugged her shoulders and said not my problem.. I called Customer Service no help, no care rude, and basically told me I'm out $200 since I can't exchange it. My husband than said he put Gift receipt in pocket ..went back and still had rude, nasty customer service. I WILL NEVER BUY FROM ZARA EVER AGAIN ... in fact I will be returning my coat with my husband with his VISA for a refund. Absolutely deplorable service.

Zara's branch in Greenbelt is our favorite branch in Metro Manila. Unfortunately, we have encountered a very rude, unprofessional, and unapologetic staff tonight. At first, we asked her nicely if there's still an available size for the item that I am into buying. Her initial facial reaction was unbelievable. She opened her mouth a little while she rolled her eyes. She didn't say anything, instead she just grabbed the item and walked away. So we assumed that she's gonna look into it. After picking up other items to try on I saw her and so I excused my self to follow up for the item that we have asked her. She didn't acknowledge me instead, she was talking loudly on her phone. Once more, I attempted to excuse and make a follow up by waving my hand so she could notice me. Btw, I was besidr her. However, I was ignored for the second time and still she was talking loudly and rudely. My husband who's always been quite approached her directly as he sarcasticly apologized on my behalf for disturbing her. Seeinng her reaction made me angry, it felt that we were the ones who should apologize. But then I calmly asked her name to another staff in order to create this complaint.

Zara's staff have always been accommodating and friendly with us. I am truly disappointed that a staff like Tina is a part of this global brand. I am looking forward to hearing your action plan towards this kind of treatment.

Thank you!

Hi
I was the biggest fan of zara and have done a lot of purchasing but the last purchase i made was an oversized shirt with the order number [protected] which was worth 2000INR and 280INR for the delievery charges. I purchased it on 7th october but it was very long so i request it for return and they collected it on 10th october. But till date 26 november i haven't received neither the money not itself the product. I have talked to them an mailed it many times but all in all they just say that they have escalated my query to their relavent team. I would like to say it was my worst experience with zara this time
Thankyou
Sagar khurana

I bought a pair of black pants from Zara around 3 months ago. It has an esaltic band at the back which was suppose to make it nice and tight as it is high waisted.
I've only worn it 3 times and the elastic at the back is completely worn out. As you can imagine, the nice fit is completely ruined.
I do not expect this to happen to a pair of R700 pants. Can I please get a refund?

Hi, I went into the Willow brook location to return an item and was told the item had been worn which isn't true. I had my receipt and the manager wouldn't even acknowledge it. His attitude wasnt pleasant as if my issue wasnt important enough for his time. I shop at this location a lot, so I felt very embarrassed and shame to be told I was trying to return an already used item.

Spoke to someone and needed some help to why my order was being shipped to the store instead of my home. And the rep. said it's my fault for not noticing and unchecking the default feature. That now my order has to go to the store.
She was unbelievable condescending and extremely rude. Would not help me fix this situation and said constantly that is was my fault.
Never been spoken to like this in my life.
Zara just lost a 20 year long shopper

I have bought 3 trousers on 12/08/2018 from Zara showroom Pacific Mall G 32-33, Ground floor Main Najafgarh Road Khayala, Near Subash Nagar Metro Station Khayala Delhi 110018 Store: 9183 ZARA Time 16:26, Invoice No. 918304S041927, Trans: 51523.Out of the three trousers one trouser with code SMC 6203 found defective as the colour of this product faded badly after just two regular washes.
You are requested to please guide me accordingly how could I exchange/ refund this product and consider my complaint on priority.
Thank you

Yesterday my daughter vanshika went to Zara dlf noida. She is working with wipro, as she was having her office hours from 5 eve so she carried few of her clothes in a carry bag. By mistake a garment of Zara came in her bag, for that all the staff of Zara grabbed her torchered took her purse and ATM card and taken her PIN. They torched her to that extent that she was crying and the staff there made a video of her and viraled on wtsapp. I do accept it maybe a fault of my daughter but such a cheap behavior of staff was not expected. I request that an strict action should be taken else i am efficient enough to get the store cease

Kamal dubey
Up head
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