Zara.com
reviews and complaints

My new Zara shirt sleeves have been torn I have had similar experience previously also with two more shirts . This is specifically happens with your stretch fabric . I have hardly worn them couple of times . Kindly look into the same

I have attempted the last 2 months to place an order. Each time I place an order the email confirms purchase - then 10 minutes later I get an email the order has been canceled. I have checked all the payment information and have tried different payment methods and everything is still getting canceled. Nobody has been able to identify why when I have called in the past. Here is an example of an order number that this happened with: ORDER NO. [protected]

I purchased a shoes from pune zara store, once i reached my place and see that it is in damage condition. How your employee are irresponsible, they didn't check before packing and now I'm from Gujarat how can i go again for pune.?

Hi, I placed an order for two cardigans with Zara the same type but in two different colours. One cream and one black. Upon wearing the cardigans this month only twice realised they both had formed bubbles and was made of such poor quality. This was then logged with Zara customer service team to investigate. Upon there investigation they did find that these cardigans was faulty products. So then I had to chase up customer service in regards to this matter to get refund. Firstly the representative I spoke to was extremely rude this was then escalated to a manger named Justing who threatened to disconnect the call and then later went on to do so without providing a resolution appropriate for myself. He asked me to return the cardigans back however as Zara was at error due to giving me faulty items in the first place I should be given a full refund regardless especially after the appalling customer service I also experienced with them. Has really affected me to be treated like this.

My email address is [protected]@hotmail.com

I placed an order with Zara. They shipped it out, I saw it moving, then it stopped. After waiting a few more days I called. They said they lost the shipment. They then re-shipped half my shipment, refunded other half. I asked why didn't you re-ship all of my order. They said "no stock". I told them I could order it on their website, so why are you saying no stock. They then kept dropping my online chat and phone call. They don't deny you can order on their site and don't seem to want to help me get my product. Very poor service to help a customer and now puts fear that ordering from this company online is a bad investment and big risk. They can just refuse to want to help you if it is going to cause them to make an effort. I guess I am in the percentage of " who cares about this customer".

Dear Zara-Team,

yesterday in the evening I bought a pair of jeans in one of your stores. After I removed the pricetags to wash the jeans, I saw that it had a hole (which I didn't see before in the store). When I went to the store today, right after my classes, the employee told me that it must have been me who ripped the pants (in a very unfriendly way). Now I payed 22.95 for ripped pants that I can't wear.

Good morning,

i wanted to complain about zara employee in Prague Czech Republic (Novy Smichov)
11 October 2021 around 19:35
I wanted to return a shoes that i bought (2299 czk), and the employee was rude impolite and racist.
He refused to change the shoes and he though the shoes at me.
I just wanted to change the shoes to another one, because i know that zara don't refund.

I ordered dresses on zarafashion.co there was a deal that the dresses was of $0.70. After that I gave my account number to pay and didn't receive any email or order number it happened on september 29 either i want a refund or the dresses at my address properly my contact number is [protected] if need to contact me. I need the answer ASAP!

IT'S BEEN MORE THAN 2 MONTHS BUT I HAVEN'T RECEIVED THE REFUND YET. Every time I contact them, they say my case is under escalation. It's a big brand but they use such silly tricks to loot people. I also have the case number([protected]) which they say they have raised(by a person called veerender) If it's so, why would anybody take 2 months to resolve a case? Is Zara service that worst?

When I arrived shop Zara Central world Thailand at 7.20 pm Saturday 26 Sep 2021, staff said "we're closed now".
I'm so confused, cause the other branch closed at 7.45 pm.

I have ordered several times from the Zara app and never had an issue. This time when I ordered, it was sent to the most random location with no reason. I assumed the correct address was stored on the site because previous orders were delivered without an issue. Where did Zara get this wrong address from that I never entered in the site? I'm not driving 2 hours to pick up the package. Send me it to the right place!

Dear Sir / Madam,

I am writing to you to raise an issue about: Online shopping

The issue that I have experienced was: dear, I was buying some cloth and shoes from Zara in Malaysia on 1 august and i request to return it on same day 1 august but until now nobody come and collect to my box for return, many time i contact with Zara staff on life support but they are giving a lot excuse example saying :out courier motorbike is broke, courier they don't have nay staff vs ..i was very surprise and feel like I did shopping with one small cheap store not with Zara, so bad customer service ..

It occurred on: 01/08/2021

This meant that i really get tired with Zara everyday i need to write to him and worry

Zara say, its not our control and courier have personnel issue, less staff, motorbike is broken and they ask me to wait other more one week, imagine since 1 august i am waiting ..

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

yigit ilhan

Registered email address [protected]@hotmail.com
Order number [protected]

club med cherating villlage hvom 29 th miles jalan kuantan kemaman pahang darul makbur jalan kuantan sungai lemping 26080 kuantan, pahang malaysia,
kuantan Malaysia

I bought zara flat sandle about 15 days ago from delhi select citywalk mall zara, i wore them only 2 times and they break and torned because i am here in delhi for some work basically i am from haryana i went to the store to resolve my issue beacuse i bought them for 3000 rupees i am cery disappointed from zara that they call themselves a brand but the product is worst than a roadside sandle, i wemt to the store told them about my issue the manager said me that these are used we can' tdo anything like seriously how can they say that because i buy them ofcourse to use not for show piece i am very very dissatisfied from the behaviour of the zara manager zara product the worst worst product ever like these are your ettiqettes this is the you treat your customers and resolve issues i bought a product by spending this much money and this is the result i got i think i haven been give them 3, 000 rupees to charity that was good instead of buying so called zara i never ever thought that that's how they resolve my issue i absolutely pist it on my youtube channel my instagram handle to aware people about zara so they can save themselves from fraud so called zara" buy product from zara and get cheated" very cheap product and services thankyou zara for your services i am so much overhelmed that i tell about this hospitality to everyone...

Re order number [protected]

Dear Sir/Madam,
I am writing to you as I am totally disgusted with the customer service I have received from Zara online UK. I ordered two 10ml perfumes as I wanted to see how they smelt before I bought a larger one. On arrival one had leaked and was virtually empty! This is the second order I have received where the item has been damaged... as their postage costs are quite high I would expect things to be packaged better!
Since I have asked for a refund for the item and the postage I have been given the complete run around by customer service. Every time I speak to someone on the phone/chat/facebook messenger I am given different answers... told I would get a refund and don't need to return the item, then told I do need to return it... this has been going on and on. On one chat an agent was extremely rude to me. She was asking me for a number that she said would be on the perfume box. It wasn't. She then told me no to worry if I wasn't understanding what she said to me! I was furious that I was being spoken to like that! I am not stupid! What she was asking me for was definitely not on the box!
I have just been on chat again and the agent ended the conversation before I had finished and didn't bother to answer my question. I am so disappointed as I have always loved Zara, but I am now so fed up with being messed around that I will never ever set foot in a store again.
I would like to make a formal complaint about this matter and would like them to issue my refund immediately please. I keep being told that the relevant department are looking into the matter. I'm not sure which department or what exactly they are looking into as on 20th July I was told on messenger that my refund had been approved. Please look into this matter for me and possibly restore my faith in the company?
Sincerely
Sarah Oldfield
4 Willow Drive
Barnet
Herts
England
EN5 2LQ

I have made a order and the order never came, i have asked many times for information about the package at online service and they always say the same thing we will contact with corrier and we will contact you and i have never recived any email of information and the package never arrived. The order was in name Marsida Hazizi and order number [protected]

Hello,
I have purchased a pair of shoes at a store nr 3077, located in Warsaw, Poland on the 24th of July, 2021. After wearing them only once, I have noticed multiple missing stones. I have then taken them off, and took them to a local store nr 3794 located in Bialystok, Poland on 7/29/21 approximately around 19:00. The MOD, first have refused to take the shoes in for a repair/ replacement, then started thoroughly interviewing me, insinuating that I was lying, trying to trick him, implying that I have purchased defected shoes and was aware of that when I put them on. He then told me to return them in Warsaw, which is hundreds of miles away from where I currently was. He then told me that he would review my claim, call the store in Warsaw and decide if he would even accept my request for exchange / repair. He was demeaning, condescending, rude, disrespectful and extremely accommodating. He acted like he was a police officer, not a store manager, nor a customer service agent. I have never been treated that way in any store, anytime, not by a clerk, not by a cashier and most definitely not by a manager. I ask for a prompt resolution of this horrid incident. I would like to have those shoes replaced or fixed and an apology would not hurt either. This event put me in a state of anxiety. I had a panic attack following that incident. It must be addressed. Thank you!
Izabela phone number : [protected]

The customer service representative Anna is so impatient and rude when I am trying to request refund for my missing package. She ended the chat before I finished the question. It's a horrible experience at Zara. I am so disappointed!

I find it so frustrating going into Zara with only 1 assistant serving this has been the case for many months if not years, as you know the returns are done there and then they put back the security tag etc
I asked another assistant if she could help she said only 1 for till the queue was 12 deep after more than 30minutes I left the store feeling so angry and annoyed the assistant was lovely and kept saying sorry but she deserved a medal for all the complaints she was getting please put more staff on your till

Spoke to agent Antonia at the first level contact response center 07/16/2021 10:23 am who advised that had no information regarding my items which should have been delivered a few days ago with no notice and they do not know where my items are. This is not the first time zara has either not deliver my items until weeks later or delivered through a third party delivery company which has shipped the item in a brown paper bag in the rain and the item was exposed to acclimate weather. Zara has a pattern and practice of always delivery items weeks or days late with no notice and at times damaged goods.

I need to get in touch with a supervisor ASAP. I am very dissatisfied with my customer service experience from Zara. I have been told multiple things from various agents, as I am trying to process the simplest task- an exchange. The request was simple: I ordered 3 of the high waisted pants in colors black, taupe brown, and oyster white in a size small. I needed to exchange them all for a size medium. I could not navigate how to do this on the Zara website and/or app and so I reached out to the care team for assistance. They assured me that they had requested my exchange and emailed me a return label. I then proceeded to return the package last Tuesday. Today, I followed up to see if my return had been received and when my exchange order was expected to ship to me. From that conversation, the agent I messaged, processed me a new return label... not sure how she gathered that at all from our conversation... seems inadequate. So, since she could not help me, I decided to call the customer service center instead. The man I spoke with said that it appeared I had only requested a return and not an exchange. This was an error on the company's part since I got confirmation that my exchange was submitted. He then said he would try to speak with a supervisor to override the return and exchange my items for the next size up as requested. However, then he said the items I was wanting were out of stock and I would have to wait for my refund to process and then reorder. So, I said ok. Then, I looked myself and he was wrong... the three high waisted pants in black, taupe brown, and oyster white are ALL currently available in a size medium. So, I called back. This time, I spoke with a different girl and she acted as if there was nothing she could do about it, when I know there is. I do not want to have to pay out of pocket twice for these pants and I want the exchange to be shipped to me ASAP. You already have confirmation of my return and it should be there by now. I would like those three pants in a medium to be sent to me. That request should not be impossible to approve! Online shopping is already difficult and the least you can do is make it easier by ensuring your customers can get their accurate size. Please advise when this request is complete.