Zara.com
Reviews and Complaints

I was recently at the Mapleview Mall in Burlington shopping at Zara. I have never had a issue at a different location, but I was absolutely disturbed at how the employees treat customers. I had purchased a top with my wife and needed to make an exchange for a different size. I stood at the counter for about 3 minutes right infront of 2 employee, chatting about un-related work things and completely ignoring our presence. (No one else was in that section and the store was not busy) Finally once they decided to service me, they simply looked around and said "No, we don't have that top" I had told them that I was here the day before and a gentlemen had told me there were other sizes in the back. They simple replied "No." I stood there in disbelief how passive and plain RUDE they were being towards me and my wife. I then noticed the gentlemen that had helped me the previous day was working, and I decided to go ask him if he could find me the right size. Right away he replied "Yes, let me check the back" We then stood there waiting for him to return, my wife glanced over at the girls partly in disgust because of the fact they had lied about having stock in the back, but mainly looked over because of how loudly they were talking. She immediately replied "Is there a problem?" in a sarcastic tone with her arms up. We simply said "No, we are actually being helped right now. Thank you." The gentlemen came out with the medium size shirt we had asked for.. in a matter of moments. It appeared that he tried to cover up the girls mistake of not helping us by saying the shirt is a different style and that is why they couldn't help us. But in reality, these employee's chose to stand around and chat and refuse to help a paying customer. Why are they there? to be rude and get paid by the hour? It was ridiculous. I then spoke to my daughter about the whole situation and even she mentioned how at the particular location the employees are CONSTANTLY standing around socializing and ignoring customer and are never helpful in ANY SENSE. How can Zara make money and have a successful business if the employee's aren't willing to work.

Me and my family were very disappointed at the service at the Mapleview Mall Zara, and I have heard of countless others that agree.

I would recommend a re-evaluation of the employee's at the location, because they have now lost a hand full of customers.

Thank you.

I was told repeatedly that I was not allowed to stay in the changing room area because I was not trying on clothes. The fact that I would be the person who would be paying for my daughters clothes did not matter. I was told to ask my daughters to go back into the store every time they tried on something different. It didn't matter that I was helping do up back buttons, fetching items in different sizes, etc.
One employee told me the policy is a theft prevention measure. Another employee told me that was not true. I was also told that this had been the policy since the store opened but I had never been told to leave the changing area in this store before. The store was not busy; maybe a third of the changing rooms were occupied so I don't think it had anything to do with reducing crowding in the changing area either.
I was harassed the entire time my daughters were trying on clothes. It was not a experience that I would like to repeat.

These two took the IDs and decided to scam and not pay.
They have a couple of addresses.

1) John Paul Arreglado
Planet Hollywood Business Center
3667 Las Vegas Blvd South
Las Vegas, NV 89109
2) John Paul Arreglado
2845 Providence Way
Pomona, CA 91767
Email: [protected]@gmail.com

Posted by [protected]@anonymousspeech.com

Ieri mi sono recata da Zara nel Centro Commerciale Freccia Rossa di Brescia, sopra una bacheca dov'erano esposte solo scarpe era appeso il cartello "TUTTO A € 29, 99". Ho chiesto ad un commesso se il prezzo era quello riportato sul cartello ed alla risposta affermativa, ho deciso di prendere due paia sandali, uno color cammello ed argento e l'altro rosso. Alla cassa il cassiere mi dice che il sandalo color cammello costa € 49, 99 mentre quello rosso € 39, 99 e non € 29, 99 come riportato sul cartello. Ho cercato di dire che se un prezzo veniva riportato in grande su un cartello, quel prezzo doveva essere, ma il caporeparto mi ha detto che si erano sbagliati ad esporre le scarpe ed i prezzi erano quelli maggiorati. Non ho acquistato nulla in quanto se un prezzo è esposto, quello deve essere. Ho sempre fatto acquisti da Zara ma ora penso che nonentrerò più in un loro negozio considerando il comportamento avuto.

Last July 9, 2010, 2000 HR, while passing the time, to fetch our daughters watching the Usher Concert, we chanced upon Zara in SM MOA on sale. My husband & I checked it out, in case, leather jackets are also on sale.
We were glad that a line of Men's leather jackets were on sale to almost 50% (exact original price is about 8k). The section carried a big sign that says the sale price. Taking advantage of the windfall, we took 3 leather jackets, all priced at P2490.
At the cashier, we were told that they should be P3490 (1K more). We told the cashier, why is that so? We told her, they should have pulled out all the items wrongly tagged, so, it does not deceive, confuse, trap, compromise the customers into buying an item, w/c surely was chosen because of the discounted price at that time. It should not be when already during payment that they will be informed of the mistake (of inefficient / careless employees). I even told them, in the USA, whatever price is attached to the item, even if it's only $1 (to an originally $1000), the price tag will be honored. Precisely, because it is not the fault of the buying customer, but the lapse in their work. (And if 2 prices are attached, the lower one is followed in the payment). Mind you, a lady and son, were also in the same predicament, with a few shirts on their hand. She also expressed the same sentiment. Since the line behind us is getting long, & there was no point complaining, because, even her supervisor concurred w/ her, we had no choice, but to go on w/ the purchase, together w/ some other items, using our BPI credit card (w/c can afford the additional amount, of course).
I think the staff should have rectified their mistake, as soon as discovered behind the scene, not, at the customer's presence & expense. This is pure ineptness. What if the customer was paying in cash (& her money is just enough for the price tag)? That person will have to forego the purchase, feeling sorry and embarrassed, that she can't afford the higher price?
A few days after, at Zara Greenbelt 5, we related our experience to the sales staff, and they were apologetic & said, they should have honored the price tag. I know it's a loss for the company, but, won't you be losing your customers also, and the reputation of your highly regarded store (a favorite of the family), because of this? This is POOR CUSTOMER SERVICE & POOR MANAGEMENT.

Invoice No. [protected] & -15 : Machine ID No. [protected]

We hope to hear the official stand of the store and Zara, as a whole, regarding this matter, not only this particular incident. Thank you.

I just had a bad experience at ZARA Glorietta today July 10, 2010 at 3:00pm by having my wallet stolen inside the store premises.

I believe it happened when a fat lady wearing white shirt, pants and with pony tail bumped me at the kid's section. I immediately went to the guard and asked if they can close the door but the lady just told me just to talk to the manager. Ten mins had passed but stil i cannot see a manager, the guard didn't even bother to help out and look for the manager.

Once I was able to talk to the manager, he just asked my name and my number. I asked again if they can close the door but he said they can't. I asked if they have CCTV so i could check. unfortunately they have none.

I am terribly disappointed given that ZARA is a high end store and I was shocked to hear that they don't even have a CCTV. They don't even know how to protect their customers from pick pocket people.

Customers beware!

I wish to share my experience at Zara Brent Cross to highlight their desperate moves to keep money in their till!

I work at the Head Office of an established retailer that prides itself of it's excellent customer service. I have had an extremely busy month having been on holiday, and work being hectic due to the company's clearance commencing in this month.

I managed to fit some time around my busy schedule to return a pair of shoes which I had purchased 31 days previously (their returns policy is 30 days, but please bear in mind that the amazing hot weather, and of course the World Cup had withheld me from visiting the branch the day or two before).

The assistant who was supposedly "in charge" shook her head when the assistant had called her over to check wether it was ok to process the refund. She refused to give me her name when I challenged her decision as, having worked for numberous retailers, I know that the store manager can use their descretion in such circumstances to overide the system (Ihad been a store manager too!).

To add to the frustration, she was not sympathetic, nor did she offer an alternative solution such as a credit note, or an exchange. In my oppinion, it is the branch's desperate attempt at meeting their sales targets in this econimic climate.

Perhaps Zara, or indeed Zara Brent Cross, should take a leaf out of the company in which I work for, or any comapny which go the extra mile with their service. The customer will always remember good customer service, but more importantly will remember the poor service, and share their poor experiences with others more so than their good experiences!

I could go on but I wanted to take this opportunity to warn others of my experience. Having spent on average £150 every month in Zara, I am now compelled to spend my hard earned cash elsewhere (sorry this may seem petty to some. What can I say, I'm passionate about service). Such a shame.

Im writing to express I felt Zara at Maidstone Branch UK have treated me in an unacceptable, unreasonable and unfair manner.

On 22 June 2010 (Tuesday), Ive brought an unwanted skirt to exchange for other goods whilst I reached to the till, I have noticed there was no receipt to be presented. The Shop Assistant refused to exchange the goods, in the meanwhile the Shop Manager also turned up to the till and I explained to her that I have bought the skirt at the weekend, so the Shop Manager started to search through her file containing receipt records, however, while I was still trying to recall my memory for a specific time just to help her to progress further, she had changed her mind and she slammed her hand on the file. She got annoyed and refused for the exchange. Then she has just walked away.

Her rudeness gestures and facial expressions have showed that she was very impatience, short tempered and I have given her such a troublesome in the morning. I have felt ever so embarrassed to beg for an exchange in front of all other customers which the items I have already paid for and was unwanted.

I have not been noticed their list of policy and this kind of situation havent been happened to me in the past. Since then, I have found the receipt at home. I returned to Zara and produced the receipt and the goods for a full refund which they abode.

In the above case, the Shop Manager has managed to obey the company instructions, however, she have not only neglected assess my circumstances appropriately in respect of taking a glance of the returned goods (which all of labels was still hanging out of the skirt), but also failed to maintain their code of conduct towards their valued customers. In view of this small matter, we will not shop at Zara in the near future as such rudeness attitudes towards customers would not be tolerated.

I would like to advise Zara that they could give more flexibility and adaptability to customers in respect of above situation and improve the staffs conduct by giving them more professional trainings and advices towards customers relations. At last, I, sincerely urge you to deal with this matter without further delay. Thank you for your attention indeed.

i guess Zara will just be ignoring all their complaints because they dont hv any customer services at all.

I just had the worst store experience thanks to Zara (Shangri-la branch, Philippines). I intended to purchase an item through credit card and the cashier refused to close the transaction because I CHOSE NOT TO present a valid ID. As I understand my rights, merchants can only ask for identification but are NOT ALLOWED to deprive the customers of their purchase if they choose not to present an ID, or simply can't under the circumstances.

I believe that Zara made a merchant violation under Visa/Mastercard rules and regulations. I also believe that Zara was being discriminatory and unfair to their customers due to the following points:

1. Zara employees claimed that it was protocol for them to demand proper identification when people purchase with a credit card. However, the woman beside me wasn't asked for an ID when she made a credit purchase. I believe that anyone in my position would be outraged by this blatant discriminatory practice.

2. Zara claims that they do not ask for identification from other customers because they recognize them as loyal and returning customers. However, I do not see how this argument pans out as I was wearing a Zara Jeans Jacket and a Zara pair of shoes while I was making the purchase. Logically, this argument is kind of weak since these employees are not in the store 24/7 to memorize their consumer base (moreso if they cannot memorize their own merchandise).

3. I have purchased items through credit that are more expensive than Php 1, 990 (USD 20++) and all those stores did not ask for any identification. I am also aware that luxury goods, appliance stores, electronic stores - all of which that sell items relatively more expensive than Zara, do not require ID prior to the closing of a transaction.

4. Zara claims that they are protecting the safety of their customers by asking valid IDs. If this is the case, I do not see how this translates to depriving a customer their purchase if he/she cannot or chooses not to present a valid ID. Missing credit cards are the responsibility of the owner and the bank.

Clearly, Zara is hiding their subjective discriminatory behavior behind the logic that "they are protecting their customers". I have no idea why a the store managers carried such primitive, unprofessional policies. What's more appalling amidst all of this is that the store manager wasn't a bit apologetic at all when I confronted her.

PS. By the record, I showed my ID in the end just to prove I'm not a criminal they portray me to be.