Zara.com
Reviews and Complaints

#1-Dressing room curtains should be able to close fully and all the way. This is a violation of privacy if the store fails to provide it when a person removes their clothes to try a garment. The curtains never fully enclose the stall. Don't know if this is for anti-theft, but regardless they are violating privacy. I am surprised not more people have complained about this. It's so easy to see partially naked people as you enter the dressing room.

#2- If you order online beware that the day you place is order is day 1 out of 30 to return item. So that means if they take over one week to deliver order, you now have less than 21 days for your return. This is the only store in the US that does this. Most stores start the the 30 day or 14 day countdown once you have received the item. It's a sneaky policy aimed at blocking returns within a reasonable time frame.

As a result of the aforementioned I will take my business elsewhere where fair customer practices and decent privacy in dressing rooms is provided. Also the quality of the garments is very poor recently but the prices continue to skyrocket.

It is totally unacceptable to receive an incorrect order - [protected], item delivered back and received by Nada in the CFC store on April 29th (since a week from now). She confirmed that a refund confirmation email will be received on April 30th. I visited the branch again on May 1st 2025. Again just confirmations that I will receive this email shortly.
No refund confirmation email received till today May 6th, 2025.
Payment was done by visa.

As an item was unavailable in store, a sales clerk promptly ordered it on line on ref. order no. [protected]. My credit card was debited immediately for $68.82 CAD. Then the order was canceled 2 hours later without my input. Observing the refund was not forthcoming, I called Zara Customer service and was told by the representative that the order was canceled due my credit card expiry date. He then advised me to sort out the refund at the store where the order was placed. Proceeded to travel to the store and approached a sales clerk and she was unable to assist and told me to sort out the refund with customer service. A merry go round situation. I again contacted customer service and this time the representative was very cooperative and provided a case no. ref. [protected] for follow up. Also he explained the refund will be credited in 10 -14 business days. There was the incompetent procedure from the representative on the first call which led to frustration, wasted time and travel. In light of this and in the theme of customer satisfaction, some compensation would be appreciated for this ineffective activity.

Duplicate charge at one of Mokotow store in Poland and the failure to process the promised refund.

On December 13, 2024, I was incorrectly charged twice for the same two items. Initially, I was charged by the self-checkout machine(that didnt show a proof of transation), and later, I was charged again when paying at the regular cashier desk.

Upon realizing the issue, I immediately reported it to the store manager, who assured me that the excess charge would be refunded. However, despite 14 days having passed, I have yet to receive any refund, nor have I been provided with any confirmation of its processing.In fact, my case complaint was after two months of correspondence closed without a refund. Ridiculous case.

Good morning am resending this email as sent t n the chat box on your website but didn't enter my email address

Customer Service Department
Zara Head Office
ITX UK Limited. Lumina House,
89 New Bond Street, London, W1S 1DA

Dear Zara Customer Service Team,

I am writing to express my deep disappointment and frustration regarding an incident that occurred at your Zara store Sloane Square Dukes Square
Good morning l am resending this email as sent to the chat box on your website yesterday but didnot enter my email address

Customer Service Department
Zara Head Office
ITX UK Limited. Lumina House,
89 New Bond Street, London, W1S 1DA

Dear Zara Customer Service Team,

I am writing to express my deep disappointment and frustration regarding an incident that occurred at your Sloane Square store on Saturday 18th January 2025. I have for years gone to your store as l feel it has a really safe and less crowed feel. However, during my visit on this day, I believe myself and my daughter were targeted by organised thieves who targeted customers of Zara which led to my daughter's mobile phone stolen from my zipped small bag. I have never had anything stolen and never from a store like Zara. It has also come to my attention after having discussions with friends and looking at social media, that this is a big problem and has been increasing happening Zara stores across London. The perpetrators are women who appear well dressed and can assimilate without detection.

l am alerting your store of this so you aware so that you have some way of alerting your loyal customers (with a sign) saying to be mindful of pick pockets that may be around the store. It was a very distressful incident for me and my daughter and at first thought was that I had dropped it in the store, so asked a staff member and security to assist but didn't get much customer service, I called the phone, but it went to voice mail, the staff told me that it was stolen. What made matters worse, was the staff at the store l was told that such incidents happen frequently in their store, which is highly concerning saying Yes this happens all the time in this store. This confirmed my earlier point that this is a problem.

As a loyal customer of Zara, I expect a certain level of security and assistance from your staff, especially in distressing situations like this. Unfortunately, the lack of support and the nonchalant attitude of the staff have left me feeling extremely dissatisfied and unsafe.
l was left to call the police and report the incident who were very helpful and dealt with my concerns, and I have had to purchase a new phone.
Given the circumstances, I kindly request that Zara takes responsibility for this incident and provides staff with the necessary training to assist staff if this happens in the future. My shopping experience was ruined, and I am now out of pocket. I believe that if I saw some kind of warning the believe that I would have been more vigilant than I am normally, and the store was not overly crowed with customers, which is why I feel the risk is higher.
Please consider how I can be confident in your store so i can shop again and get a fair and reasonable outcome, considering the inconvenience and distress I have experienced.

I trust that Zara values its customers and will take the necessary steps to address this issue promptly. I look forward to your response and a satisfactory resolution to this matter.

Thank you for your attention to this serious issue.

Sincerely,

Jennifer Dias

[protected]@gmail.com
mobile [protected]

Hi, I would like to follow up with my case ID [protected]. There is a mistake by your warehouse packing department regarding to my third shipment shipped on 20/12. The item received was not my order. I have left message via Facebook and there is no assistance. I’m trying to send the photos of the wrong item via the live chat channel but your help desk is unable to view the photos! How do I send photos and file for refund of the missing orders claimed to be delivered on 20/12? Please check my case ID.

I purchased a £50 Zara Gift Card online as a birthday present in August 2024. The receiver tried to use it online but she repeatedly received invalid messages. She took it to a store and they said it was blocked. She tried to contact online they said they needed to hear from me as the purchaser of the card. I tried calling Zara Customer Services but they have a message saying that their lines are no longer attended and only online communication is now accepted.

I contact Zara via WhatsApp, gave them the order number, email address, my telephone number and the card number. I was perfectly polite and factual. They didn't help and stopped replying. I contacted Zara online. They asked me for all the information again, then did not respond. They then blocked me from sending another message. I started the message three more times and still no assistance. By this stage the card receiver and myself had spent 9 hours trying to get this sorted. I asked them 3 times for their complaints procedure. They ignored me on 3 occasions and on the 4th the told me to submit my complaint on the chat.

I received an email this morning asking me to contact them by online methods and quote the ID case number for an update. I started with WhatsApp. The message came back stating they could not help me. I went to online chat they said there was no update (despite me receiving an email advising me there was an update and to make contact online). I had to restart the chat 4 times and put in all of the information each time. The chat would get so far and then there would be no ability for me to respond when they could not help me (I was typing every 2 minutes in case it was a "timed-out" issue). They appear to just block the responses after they ask you to "wait one moment". They never resolve the issue.

I went to buy a coat from Zara in Guilford.
The coat had a sticker saying 69.95.
I tried the coat on and I took it to the till.
At the till the cashier peeled off the sticker and showed me a new price of £79.99.
I queried the price as all the coats on display had 69.95.
She told me the sticker was in euros, which was the price in Spain.
I queried this as if you convert Euros to pounds £79.99 was completely wrong.

69.95 Euro is £58.13 plus VAT 11.63 is £69.76.
I was told I could leave if I did not like the new price.
I think ZARA should be fined for false advertising and displaying false prices in-store They should not be allowed to do what they want.
Customer service does not answer the phone and the chat people are not interested.

Zara had told me they have delivered my parcel. I got a photo of a single name (which I assume if the delivery driver) on a white sheet. There is no logo for Royal Mail or tracking number. The order says delivered on the Zara app. 12 times I’ve tried to talk to them via the chat and WhatsApp options. They tell me to check the area or wait to contact an agent and nothing comes of it. The next day I open another chat and so that’s the 4th day I’m doing this. Zara have stole my money and no product. I cannot afford this at Christmas time. No one will speak to me or call me about it

on 23d of November, I bought a coat at Zara Albania at Tirana East gate Shopping Mall for 18,000 ALL (approximately 180 euro). I just saw on Kosovo's Zara Website that the same coat was offered for 129 eur. The price difference is nonsense considering that I am buying from the same trademark and exactly the same product.
Zara should unify its prices, I don't know where this price discriminations comes from but it is not fair.

Hi Zora servise team
good afternoon
I hope you are doing well. I am writing to you about two pairs of dark blue pants purchased from ZARA Singapore last year. Unfortunately, both items have experienced severe color fading despite proper care, as the following photos. Without a receipt due to the time that has elapsed, I would like to ask for compensation of SGD 100 for the quality issue.
I appreciate your understanding.
Sincerely,
Mr. ZHAO
Hp: +65 [protected]
Email: jone.[protected]@gmail.com

5 weeks ago I ordered from Zara using PayPal.
It’s 3 weeks since they received my goods back.
We have called 11 times, each time the same rude responses and refusal to send ANY form of written confirmation or hanging up because Dutch is not my first language.
Also used chat function multiple times quoting consumer law & demanding an email be sent to confirm what was being said but the chat responder was rude yet again and ended the chat. No emails have been sent to me but on the phone and in chat I am told ‘it’s been escalated thanks for your patience.’
In my Zara account, the amount has been accepted & return processed but since the 14th of August no movement. They told me it was because I made a PayPal dispute- so I closed that. I am stil being told, rudely, the same, and given no difinitive answer. They provide NO help, nor written emails. And owe me 450€. I can see it’s me and 100s of other people too. Worst company EVER.

I sent this blouse to aberdeen 29/05/24 and have receipt to prove it. It was received by yourselves and I was informed that i could not get a refund . I was told that it would be returned to me on the 12/0/24 tele [protected] and the person who was foreign took my address 3 times... Newton of Cawdor Bungalow, Newton Road Cawdor. Nairn IV12 5 RA. To date it has not arrived ! Today I have tried to get through to Aberdeen so many times and it is engaged or someone has the phone off the hook! [protected] and [protected]

If you cannot find the blouse then you need to compensate me as I have proof you have received it.

Vanessa McGregor

I made a purchase in France at 74 Champs Elysees Zara on 5 April 2024. Two payments were taken from my Mastercard, ending 9661 for 86.95 Euros.

There were two transactions at different times, the final one at 16:28. The first transaction was made at a Self Service Terminal which I thought was completed successfully, although I forgot to take the receipt. I left the store and when I returned to my hotel, two items still had the security tag attached. I returned to the store, the security tag set off an alarm which ended up with me trying to explain what had happened. I was told by the Store Manager that I had not paid for the items and there was no record of the first transaction from the Self Service Terminal, so I had to pay for the items again. I have the second receipt. I have received my credit card payment which clearly shows the two transactions. The Store Manager told me I had to contact Zara to request a refund of the first transaction made at the Self Service Terminal. I cannot believe the store had no method of validating what transactions took place on one of their self service terminals.

I have since made contact with Zara via their channels and spend nearly a whole day on a Whatsapp Chat/phone with their customer service team which I believe are located in Nairobi. The outcome of conversations with them was nothing. They asked me for my bank account card numbers to pay me the refund and ''compensation''. None of this could be processed as the amounts indicated were actually refused by my banks as a debit! I have given up now as I couldn't deal with the stress of being told to continually try different apps to process the ''refund/compensation'', e.g. World Remit and Remitly? I am sure they are genuine apps however I was no longer comfortable with the team asking me to send card details and no longer wish to communicate with the Zara ''customer service team''.

When a billion dollar company blatantly rips off their customers!

I placed an order with Zara for home delivery. The package was not delivered and I contacted the courier who told me they have "incorrectly delivered" it and is missing. However, when I contacted Zara customer service, they said their so-called "investigation" shows that the courier successfully delivered my package. Even after I sent them documentation in a form of a screenshot of the courier's text that they did not deliver package, a person in their customer service department, Dany, refused to give me a refund or to alter their decision now they have the correct facts.

Ordered 3 pair of boots! size was incorrect for 2 pair the other pair I received 2 left foot boots..just wanted to exchange ... but have not been able to conctact anyone. trans-#od133291ht052054r-ordered 11/2023 from Zaracclub.com [protected]@outlook.com (Diane Zebro) I will also be contacting Paypal to inform them of this issue.

I would like to submit a formal complaint as Zara advertises a Defect Warranty Process they do not follow. I've wasted multiple hours from my day to ask how I can submit a claim and have so far received a runaround. On 1/26 I asked a sales associate what were my options regarding a accessory that fell off my sweater which I purchased on 12/1 (attaching receipt) however due to holidays wore once, after the "30 day return policy" and during my wear a piece of hardware fell off pre wash. He directed me to call Zara care and there was nothing they can do since past the 30 days.

The next day, on 1/27 I called Zara Care who shared since it was not an online order, there was nothing they can do. My only option was to go to a Zara store to file a claim with a skilled manager who has experience in accessing these situations. In addition, I sent a FB messenger asking for assistance and received a similar message (see photo).

Taking the guidance of your employees, I go back to the San Antonio - La Cantera Store on 1/28 around 3 CST, speak to the only manager there who would not give her name. She was like a robot repeating the 30 day return policy. Did not take the time to assess for a defect of the item and was useless. She shared I would need to file a claim by calling before she could do anything. This was opposite to what was told to me via phone and messenger.

I spend hundreds to thousands of dollars at Zara each year and have never tried to return an item until now. Zara is surly out of touch with the customer and is far from a Nordstroms who backs up their quality and cares about their customer experience.

I bought a couple of items online but was not happy with the goods and wanted to return them, I paid via PayPal on 3rd December 2023. There was no return label or instructions accompanying my order and tried contacting their customer services but received no response. I waited until after Christmas and finally asked PayPal to help. They also tried contacting Zara, to no avail. They suggested taking the item to a store for return and refund. All this happened around 6th January 2024.

I visited Zara in Westfield Stratford, London, to return the item, but was rudely told that they were not able accommodate my request. I was instructed to conduct a WhatsApp chat, and throughout several exchanges I supplied proof of purchase and the evidence of the many attempts to exercise the return. All I kept receiving was an repeated message that I was attempting a return outside their 30-day policy. I continued to protest that I had been actively engaged in this return well within the return period, but all I received was a robotic answer repeating the 30-day criteria.

I have not been able to speak to anyone aside from the store operatives who were very unhelpful. I therefore wish to raise a complaint.

I ordered around Nov 4-11 not sure. Because being so busy during the holidays I forgot about my order until around middle of Dec. I still do not have my shoes or boots. This is very bad service. They are paid for now I am out of money for nothing that I n.ever received. Coould u please check on that order from Carolyn Penman - 7035 W Sandpiper Ct Milwaukee, Wi 53223.

[protected]@yahoo.com I love looking at all of your shoes & boots and thought I had found a new place to order.

I bought two pairs of shoes from zara but one of them it totally disappointed me regarding its quality, the front toe leather is start creaking and same the pasting of sole is also loose its grip , and now they are telling me its not possible to exchange shoes or refund my money because of 30 days return policy but what if my shoes did well in 30 days and on the 31 day it’s be like cheap quality shoes we can get from streets and even those street shoes have more life and quality than zara it was my last mistake of purchasing from zara and everyone who is reading this don’t bye at any cost try to buy another brand . I wear these shoes only for 5 times till now and these are totally waste of money.