Zara.com
reviews and complaints

I have purchased 3 items from ZARA APP. I returned 1 item because it did not fit. I returned it their store in BGC APRIL 4. Ive been making a follow up about it. And they just asked for my bank details last week. When I made a follow up today they said that they just submitted my refund request the other day APRIL 24. And for me to wait for another 11-14 day! Whet the hell is wrong with you ZARA.

Hello

I ordered last week hoping that I can receive my order before Saturday

I received only one jeans

I need the rest for an occasion Saturday morning

Please advise as soon as possible

Let me know if I can pick up from somewhere

It is unacceptable this delay

First time with Zara

Online ORDER NO. [protected]

Thank you

Darine

[protected]

Darine.[protected]@gmail.com

On 26th March I visited your Birmingham branch where you have installed new self service machines. Two attempts using this machinery failed and the transactions declined on my device when trying to use apple pay. One transaction was for £67.97 and one for £37.98.

When the transactions failed I had no option but to join the enormous queues and pay at the till point which I did and the total of this transaction was £67.97.

My problem now is that the two transactions that were declined at the self service machine have been debited from my account as well as the transaction at the till point.

I am therefore owed a refund of £105.95. I raised a case with yourselves straight away (case number is [protected]) and now 10 days later I am no closer to getting this resolved.

I will be reporting this to my bank as this is fraudulent activity unless you can sort this out and refund my money back to me.

I had returned to items to Zara in the same box. I have received a refund for one of the items and not the other. When I contacted Zara, they claim they did not receive the second item even though it was in the same box as the first item, they issued me a return, for they are complete scammers. There are far too many clothing companies out there to shop at Zara a bunch of thieves.

I had ordered a white jumpsuit which was delivered to me with marks on the legs - i assume from people trying on shop floors. I returned the item due to the marks but also that it did not fit me, I might have kept it if it did fit.

Now Zara are saying that they will not refund as they can't sell it. It's not my fault it was sent to me that way.

There isn't anyone I can speak to, the WhatsApp and chat are just robots who keep repeating the same thing.

Really disappointing service as I have been a loyal Zara customer for years and never had a problem.

order no. [protected]

product - [protected]

It is a legal requirement to refund faulty items which were returned within the limits.

It was on March 12th @20 00 hrs

I was together with my wife and both kids my wife was in girls fitting room changing some clothes.

I picked some clothes for her and went to the fitting room to hand them over to the girl that works in the fitting room and i did not enter the fitting room and un politely she asked me to step back away frim the girl fitting room considering that the area i was standing already contain some products to buy !

Then the manager came and interrupted me and my wife conversation ! Asking me not to stay in that area because am in-front of the girls fitting room , and here inasked him a logical question , do u really want me to leave from in fromt of the girls fitting room where you guys place some products to sell, i mean that were i stand have plenty products to buy ! So if u want to keep privacy do not put products in that area !

Unbelievable ! Any way it ends up me leaving all the clothes i was intending to buy

It was a really embarrassing and bad experience

For real am not going to that shop again

My 5 years daughter told the manager he did not enter the girls fitting room and he is talking to his wife !

It was Zara Egypt cairo mall of arabs branch 8 pm

Are you going to visit Zara with your family !?

For me i will never even recommend

I made a purchase on zara's website on the 10th of February and I chose pick up at the store as a delivery.

on thursday the 23rd of february they sent me an email with a new delivery date which would be the 27th of february by then 17 days have passed since my purchase, today is to contact customer service support and they told me they wouldn't deliver my skirt because it was out of stock.

the attendant also told me that my skirt was not available because they sent it to the store and I didn't pick it up but that is not true because I have proof that the skirt was being sent to the store but there was never any update that it was ready to be delivered.

solution they gave me was to refund my money but i don't want money back i want my purchase.

Bought this in Viena Austria during a trip a couple of years ago.

Since I live in Brazil where I do not use a jacket, I kept it in my closet on a hanger.

Last week I packed for a trip to the USA and decided to take the jacket but much to my surprise it seems like the Yellow Polyurethane is separating from the Poliester.

This jacket has been used a few times in Austria and was NEVER washed.

As you can see in the attached pics the jacket zipper sleeves etc are new...just the plastic somehow decomposed ?

I just received a shipment from you delivered by Go Bolt. The driver took a photo of me accepting the parcel. This is a gross violation of my privacy. The driver now has my name address and a photo of me. I am very concerned about my potential safety and the safety of my family. I want written confirmation that the photo has been deleted, destroyed and not distributed. I expect and immediate response or i am going to call the police and report this incident.

Zara contracted this delivery service and you are ultimately responsible.

I returned items from zara in one box, all items besides one were refunded to me on the 23/12/22. On the 2/01/23 I chased the missing returned item om Whatsapp, where someone told me 'As I have checked, the return time period is over for this order.' This was obviously incorrect, therefore I called to speak with someone that week over the phone. The person on the phone informed me that the coat was refused and said there was a tracking number that will be sent to me for it to be shipped back. The item was not worn, with tags, in the same condition as returned. I did not receive anything from zara with regards to the tracking/return shipment. On the 5/01/23I then reached out on whatsapp again with a similar response to before where I was told when the item was purchased an therefore was out of policy. Again, not true as stated previously, if they had actually worked the dates out they would know this information they are providing is in fact incorrect. Then on the 19th I got in touch again on Whatsapp where someone finally says 'I will have a refund requested...It shall take 10-14 days for the refund to reflect in your account'. This hasn't happened. I then messaged and called today 1/2/23 for someone to say that the item hasn't been received. I've been poorly informed 3x times, and still no refund. I suspect they don't check CCTV if they have it in order to follow up customers complaints correctly however, I want to receive the money for this item back, or the coat. Either way, I am at a loss with this item.

The Glades Shopping Centre/Bromley-Kent

Staff ID 94869

I have visited the store today around 12.45ish. There were two lines queue, so waited on the one of them around 15 min. As it was my turn I have been told that the other que were for exchange/refund and asked to go at the end of line again, where there were least 10 peoples waiting to serve. There were no sign that says I should que there for exchange at all! Otherwise I would just que there initially! The main problem was that your staff (ID94869) took the lady in front of me to the beginning of the line and done the exchange for her, however he asked me to go and que again or go to another till to wait again in very rude way, make me feel like I am stupid!. Why? Are you teaching your staff to discriminate people or what? Or because I am a foreigner? That's how exactly he makes myself felt! Didn't confront him there but I am not happy that someone humiliating me in this way in the public! This is not acceptable! All my expectation for today was to be able to see, if I can do the other exchange, refund or credit, but all experience was disrespectful, make myself to feel sick!

Hi,

This is to bring to your attention that I Sakshi Anand, Resident of C - 25 East of Kailash New Delhi 110065, placed an order with Zara on Dec 19th, 2022, Order details are enclosed for INR 9750/-
The order # is [protected]. Part of the order has been received on Dec 24th, 2022; however, part of the order has not been delivered to us which has 3 items worth INR 5870.

We have been repeated chasing up on this and have been told that the order has been delivered but this is untraceable by us. Surprisingly, no OTP’s have been made available to me for any of the deliveries. It has been very painful chasing these items after understanding the reputation of your brand and continuously trying to call your customer service team multiple times on this topic.

I would like to understand the following –
Either I want a full refund of INR 5870 or the items in lieu. If this matter is not resolved in next 72hrs of me sending this note, I will be deemed to take this matter to social media including Twitter and other platforms of like and also logging a formal complaint with the consumer services court in New Delhi district. Please let me know how you choose to deal with this matter with urgency.

I ordered a pair iof boots and sneakers for my son. Then boots's zip was faulty and retured it to Edinburgh store. When I got the confirmation email for refund, I saw refund was issued for sneakers instead of boots.

I went back to the store but they said it needs be deal with customer service as it was a online purchase. Last 2 weeks I'm trying to get a result for my issue but no one back to me yet.

It took ages to refund the right amount.

Never order again online.

Hi,

I purchased some clothes for my son for Christmas in November at your Metro Centre Newcastle store, one of the items a pair of jogging bottoms didn't fit I had the receipt but the date for return was the 30th December.

I was really ill over Christmas with Covid so couldn't get back in the time given, my son works away and my husband is disabled and we live in Hartlepool (30 miles away) so had no other way of getting back. I got back to the store on the 10th January were I found another pair of jogging bottoms which were a bit more expensive but I didn't mind that.

I was told I had to ring the helpline which I did whilst in the store, after a wait of 10min I finally got to speak to someone (I dont think she was having a good day as she was very abrupt) who after taking all my details said that I would have to wait for a decision to be made, I asked if it would be that day explaining how far I had travelled, she said no it could take 2 days! The day after I got a very curt reply saying that I could not return them because I had missed the cut off date. On the day I purchased these I spend 500 pounds in cash in your store and find this treatment really harsh.

my order in Canada was sent per email on January 03, 2023. As of January 12, 2023 I still have not received although it has been paid. I have called numerous times, they keep changing delivery dates. I feel they have no idea where the order is. I asked to speak with supervisor or manager and have had absolutely no response.

I have three cases orders and no resolution. I am not sure what happened to Zara from clothing in store to customer service, it has gone downhill.

I also loved Zara however will need to look at other options for purchasing.

Pathetic service of this Store (pheonix mall, whitefield Bangalore - 560048) . I went to the store and misplaced my one personal item at the store by mistake. I came to home and when i realized about the missing item I tried contacting the store via phone call. After around 25-50 calls, a employee picked the call and didn't bother of my concern and asked to call after some time. Despite of my various continuous call, the store employee didn't answer me.

I am v much disappointed with the service.

Regards

Shwetangi Srivastava

MOb:[protected]

I ordered almost £60 of goods from Zara on 30.11.22, of which they took payment the same day! Not having received my purchase I have tracked the parcel, only to be informed by DHL that they did not deliver it (no reason given) and have returned it to Zara. I have been trying to contact this awful customer service 'Chat' since Friday! No one responds. On the rare occasion that they have, they tell you to wait while they look into it, then you get a message saying you are inactive and they cut you off! I want my money refunded immediately. How am I supposed to get this if they will not respond to me?

Having been a customer of Zara's for many years, I will never touch their goods again! All I want is a response and my refund!

On Saturday 10 December 2022 I was advised at 5.21 that the above numbered order had been delivered (tracking number A11498861653). No one was in at the time, but we were 2 minutes away so expected the parcel to be either left on the doorstep, in the recycling bin or with a neighbour. None of the above! I contacted customer services Sunday and yesterday who advised that the parcel had been handed to a family member? and they would call me back, but still waiting. The problem I have is this was a xmas present and cost over £50. I have never had any problems before and am a bit anxious that I won't get this resolved in time for xmas!

I purchased a dress on the 8th Nov 2022 and found the item faulty as I found a hole at the back. The item was clear faulty as the stitch seam has come away.

I paid £32.99 and expected the the item of clothing to last many years as previous items have. The item is not fit for purpose. I purchased it just over a month ago.

The Zara Staff at the Westfield branch in Sheppard Bush were of no help, very disappointing.

CODE: [protected] [protected] DRESS

Good morning

I purchased a dress at 10.30am today (December 5th). The dress is lovely and I look forward to wearing it. However, I waited 25 minutes to pay as only one sales person was on the till area. When I joined the line the other customers waiting were discussing with each other how much staff were working but only one person on the till area. I kindly asked the server could someone possibly come and help her serve us, she agreed and called a female colleague. The colleague refused and went back to hanging up clothes. This was very frustrating to everyone waiting. This then became worse as people also wanted to return items and there was some technical error with this. When I finally got to pay I asked another sales lady who entered the till area could someone else not help as we had all waited unnecessary time. The response was 'you could have paid at the kids or men's section'.

Why on a quiet Monday morning should we be experiencing this long wait when there was at least 4 other people around? And in response to the paying at the kids or men's section- I have no idea there was desks there, I have never had a need to enter those departments. I do understand that there are other jobs to be done, but the customers should always come first. And a smile is always gratefully received too!