Zara.com
reviews and complaints

I ordered my daughter 260.00 of clothing for her Christmas gift. She needed to exchange some items as the sizing was off. They won;t even consider and exchange as they were sent to me on Nov. 27th 2017. They give you 30 days from that date to return? Doesn't seen like a fair policy. If anyone knows how to file a formal complaint I would like input.
Thanks,
Renee

I'll never buy a dollar from Zara in my life. I bought a sweater a month ago for my wife but she didn't like it. But she usually buy stuffs from Zara so I tried to return it and get a store credit or gift card. The clerk said they can't do that but call the stubborn customer care, they might give auth code to do that. So I called them explained and refused. They said nothing they can do.

I am not refunding to cash! All I want is store credit. What is wrong with you guys? It is still sales, just don't want this sweater.

I placed an order online on Nov. 7, 2017 for the above item which was going to be a Christmas gift for my daughter. I did not read the fine print of Zara's return policy (obviously I should have) . My daughter didn't like them, so after Christmas I went to return same and was informed of their return policy.
I was willing to accept an in-store credit, but they wouldn't budge. MOST stores, especially at Christmas time will allow returns 30 days AFTER Christmas. I really think they need to change their policy and especially at this time of year. I for one will not be shopping here again and hope others read this and be aware of how they handle their valued customers!

My son had a less than stellar experience with this retailer. He received two jackets from the store for Christmas and was not able to get into the store to return them until Jan. 4th. They would not do any exchanges or returns after Dec. 30th - that's their "extension" for Christmas returns. If a person has traveled for the holidays and can't get into the store by Dec. 30th, it doesn't matter. Customer service would not deviate from their policy. The store manager indicated that several other people were stung by this same problem this week. The company is in no way interested in working with their customers. Interesting how this is such a departure from a world that has come to understand how important customer centricity is. Store management and customer service personnel have not been empowered to help customers based on the situation like their competitors do. The receipt showed the purchase in the beginning of December, just outside 30 days due to travel and past the Dec. 30th Christmas deadline. My son received a gift he cannot wear and had no opportunity to return or exchange it for something that he can wear. All tags are still on the articles and they have clearly never been worn. Very unfortunate for my son and for the person who gave the gift. Clearly a business that does not put their customers first.

On December 29, 2017 at around 10:30am in the Zara located at the Cross County Mall in Yonkers, NY, I experienced the worst customer service on behalf of the store manager.

I have been a customer of Zara's for a very long time and always experienced wonderful customer service. Today when I walked in, I saw a dress that was appropriate for a birthday celebration I needed to attend. Since the dress did not have a tag, the female on the floor helped me figure out the price which was $7.99. I was thrilled, what a great deal and it was my size.

If anyone has experienced the Zara in Yonkers, NY you know that the line is never short. And so I waited on that line and when I went to pay the women at the register says that she can't sell me the dress because its from the previous season. I ask to the speak to the manager because I really needed/wanted the dress.

The manager comes and doesn't even greet me or hear me out just immediately says we can't sell you the dress and there is nothing I can do. I say but someone on the floor got a price for me, and stood on this line, can you create a ticket for me. And she says no, and goes on to explain that the dress was not supposed to be on the floor. I say okay, so since there was an error made on behalf of your store is there anything you can do for me, I really need a black dress that is similar to that one. She says no there is nothing I can do.

If I were the manager of the store, I would have first listened to the customer, then I would have apologized deeply for the error made on behalf of my store. I would have offered (or my designee) to assist in finding another dress that was similar and tried to give a small percentage off to accommodate the customers need for a black dress and the misunderstanding.

Instead, the manager did non of the above and just kept saying there is nothing I can do and didn't even apologize for the error her store made. She was very unpleasant. On the other hand, the two ladies on the floor were extremely helpful, pleasant and wore a positive, big smile on their faces!

I will like for Zara to offer an alternative option for a black dress at the price that I was quoted of 7.99 and remind their manger of the store that a smile, an apology for an error, and an offer to help resolve it would have gone a long way.

Thank you

I have tried to order off zara website 4 times during the last 2 weeks. I gave up in the end because I kept getting a email saying order payment pending and to re buy the item.. to then 24 hours get the same message...
I called the customer service department 4 times to be told "they don't understand it either" and that was that.. no help or the possibilities of trying to resolve my problem.. I am a customer who is trying to spend my money with zara..! this should be music to your ears, yet I am not able too.. and no reason why not..
so I will spend my money with your competitor... who I am sure would be happy to take my money..

I am visiting a relative who lives in California. I bought a gift card from the ZARA store at Walnut Creek. This was for my daughter-in-law, as a Christmas gift. She absolutely loves the Zara store, always shop there. I was happy that she was so excited to receive a gift card from Zara as a Christmas present. Yet the excitement soon turned sour when we realize that the gift card wasn't inside the gift box. Put yourselves in my shoes and feel the embarrassment I felt when she said there's no gift card in the box.

So, today, dragging my three year old grandson who is unwell, we went to the ZARA store in Walnut Creek, California, hoping that they would either reissue a new gift card and cancel the previous one that I haven't received or offer me a refund. Instead, it became a drama. The store manager said, he telephoned the head office and they have told him that there's nothing they can do in the store, but issue an incident note or something and it will rake a few days to solve the matter. I have never heard of this before. The cashier who served me wasn't there and I felt really angry and frustrated. I told the manager that I will be flying back to England on the 1st January and asked if ZARA head office is going to spend money to phone me as he said. Poor guy didn't know what to say. It was not his fault, but he was very polite. I would like to take this opportunity to thank him.

Well, finally he managed to replace the card and gave us a discount, but I felt that the inconvenience and the embarrassment caused by this incident, I thought he could have at least make a quick decision, check all the gift cards left in the store to see if the one that was sold to me was still in the cashiers drawer. We spent one hour in the store, wasted all that time, standing around waiting for them to solve the problem.

Surely the store manager must have some authority. In England, the store managers deal with issues like this efficiently, provided the customer has proofs of purchase and we did. There must be a quicker way to solve such problems. I would certainly hope the cashier one up to her mistake.

I had requested for refund or replacement of an item in Delhi that I had purchased from a Zara store in Jaipur since it was a torn piece. I had produced all necessary bills and details to the cashier as well.
However, the department manager named Rajiv Rai at the Select Citywalk Saket New Delhi store was rude, arrogant and not at all helpful. He wasted so much of my time in arguing and was not ready to either refund or exchange the item, eventually leaving me harrased.
However, later another manager came and helped resolve the problem. Please make a note of this complaint as I am a regular customer at zara not only in india but all across the globe.
Mrinalini Sethi
[protected]

My order number [protected] placed on 25th November was delivered late at one of the Manhattan shops. As I was a visitor I left by the time the order was delivered. Later my friend picked up the order on my behalf upon showing the receipt and email sent by Zara. As I just received them now I was very disappointed to see that I ordered flowy trousers and the ones I have been given were not the ones I ordered. As I am no longer in US and live in UAE I can no longer return them in person. I just wanted to express my utter disappointment and worst shopping experience at US ZARA. Apart from late delivery and misguided information by the customer care staff on telephone, I was also delivered wrong product.

Ps: I was a very loyal customer hence the disappointment.

I ordered two items from them and they were sent separately from each other. But the saddest part of this story is that none of em has arrived yet, even though it's been one month since they were shipped and ten weeks since I placed my order. Moreover, they were shipped on different days and that's why they decided to charge me for delivery. Twicw.
Oh god, this is such a scam. Don't know what to expect. There's nothing else to say. Just horrible.

I purchase a pair of pants and tried to exchange the pants because they where to small. In the mist of that the receipt was miss placed. I was told I can exchange it but at the time I couldn't find anything in my size I wanted. The cashier checked other stores and they where sold out everywhere. I go to another location and found one pair that where my size the same price and similar style. Get to the register and now I'm told they have to be the same exact pants for me to exchange them. She checks online and they are sold out online and in every store. The manager tells me to call customer service. Customer service read a script and told me it's nothing they can do. So I'm out money and stuck with pants I can't wear. I will never purchase from them again.

I am yet another person who has been duped by Zara.com. I attempted to return clothing I purchased from Zara online. Before returning the items, I packed them in the Zara issued box as instructed, used the tracking label provided to me via email by Zara, and dropped the box off as instructed to the carrier which was listed on the label and return instructions.

After a couple of weeks of not receiving a refund I tracked the package via the tracking label that I was given when I dropped the package off. The carrier showed the package as being delivered; however, I still hadn't received a refund. I called Zara to inquire about when the refund would be issued, and was told they would, "open an investigation."

I sensed that the customer service rep I was talking too was just giving me some b. s. answer just to get me off the phone, so I insisted on speaking to a supervisor immediately. After an hour of refusing to get a supervisor, the rep finally got a supervisor on the phone. The supervisor uses the tracking number to look up the package, and then tells me the package was delivered to Las Vegas but Zara doesn't have a facility in Vegas?!

I used the tracking label that Zara sent me. The label was a pre-addressed (by Zara) UPS label. I took the package to UPS, because it was a pre-adressed ups label that was sent to me by zara for the purpose of returns! Furthermore, UPS was able to scan the label generated by Zara because it was a... UPS label; yet Zara is now trying to tell me the package is lost because it was sent to the wrong place?!

I demanded an immediate refund. It's not my problem Zara is sending out incorrectly addressed labels, and bungling the return process. However, I was told the matter would be, "investigated."

While on the phone with the horrible Call Center Rep and unprofessional Call Center Supervisor, Amber, it occurred to me to google Zara complaints. Low and behold, there are thousands of complaints about Zara refusing to refund customers money over packages, "lost by mail carriers," that Zara is instructing customers to use. Multiple customers reiterated the same issue... Customer returns or purchases item, item is, "lost," (or probably actually stolen by thieving-[censor] employees), Zara claims they are going to "investigate," customer is given the run around... final outcome... customer is left with no money, no merchandise and a huge resentment against Zara due to their piss poor customer relations policies, their lack of accountability, and their fraudulent business practices.

I told the US call center supervisor, Amber, I am most irritated that you have the audacity to pretend like you don't know what I'm talking about when it is clearly evident Zara has an ongoing issue with their contracted mail carriers, "losing packages," all the time.

Call center, "Supervisor," claimed there is only one call center (in Florida) for all of the US, so how can these people not know there is a major issue with their shipping/order/return process?! I also inquired about names of upper management and was told, "that information can't be provided."

Well, I am quite sure this information will be provided soon because it is clear that Zara is moments away from being hit with yet another cl[censor] action suit for all the b. s. they have put customers through.

I buy stuff online all of the time and have not had these types of problems with other companies.

I place an order online and asked for this to be delivered to a specified address. The only notification I received was to inform me that this was dispatched. I never received any other notification for it's delivery or collection. I spoke to various sales personnel via the Zara online chat service and was informed I would be contacted within 48hrs as the non-deliver of my order would need investigating. I heard no more. I contacted Zara via the online chat again and was informed the parcel is ready for collection. I went to collect this the very next day only to be told as the order had been waiting for collection for quite a while this had now been returned back to the sender. I am extremely disappointed with the service provided by Zara, at no point was I informed my parcel was ready for collection and at no point did anyone have the courtesy to get in touch with me. Very poor service that I will not be using again.

super disappointed with Zara online services. Package not received. You confirmed that you delivered a package that I did not receive. I called in three to mea to tell you that I have not received the package. To get entry into my building someone has to buzz you in. I had someone home the whole day and they did not buzz anyone from UPS in. So I need to find out who and where the package was delivered. Can I please get My refund I'm extremely irritated with this. Red number [protected]

Jasmine from customer service was extremely rude and unprofessional- I found her responses and lack of attention to the issue disheartening. She was not responsive

My order was placed on 11/24 and it was supposed to be delivered on 12/04. However, according to the tracking information that my package has been lost. I have called ZARA customer service at least 3 times, and have been told that my case has been under review every time when I called. on 12/11 I called again, the attitude of customer service is really bad, she accused me pushing the case back by continuing call them! It is ridiculous! what a terrible customer service! I will never ever purchase anything from either zara online or in store!

Hello,
Ordere on Black Friday 11/24. My order was said to have been delivered, 12/01 but I never received the package. I called ZARA customer service where they said they would look into it which was 9 days ago. I feel like I am getting the run around when my package is legitimately missing. Zara does not care about thier customers, if they did they would issue a refund or re-ship the items. I will never shop here again.

I placed an order on Black Friday (11/24/17) as a result it had 2-8 del extension. My order "shipped" on 12/1/17. Long story short, I never got the package. I submitted a case with Laser Ship on 12/5/17. That same day the delivery details were updated as being delivered on 12/1/[protected]@4:04 pm and left at front door. How an item was "shipped and delivered" in the same day is beyond me. And Laser ship only updated the shipping status after i contacted them-but it was incorrect. I contacted Zara and the rep told me I would get my package in 12/8 as it was in transit. I asked why/how was there a discrepancy and he couldn't explain. My package was deemed lost, which laser ship emailed me on 12/7, but Zara has to finish a review before they refund me. It's ridiculous and i never want to order with Zara again. The sad part is, they didn't even offer to ship the item again, express or anything. Poor customer service.

I strongly recommend against buying a Zara gift card, or allowing them to transfer the balance of a return to one of their cards. I tried to use my card for the first time today and it came up as invalid on their "activate card" site. I first tried to resolve this issue through chat. The customer service person told me they couldn't help me and that I needed to call customer service. I called customer service and spoke to Lorenzo who told me this was an in-store issue and that I would need to call the store. I asked to speak to a manager, and he told me he is the manager and that I would need to call Corporate in order to file a higher complaint, but he would not give me the phone number. I called Corporate and spoke to Jessie, who told me I need to call customer service for any complaints. When I told her that Lorenzo said I had to call Corporate, Jessie said that she couldn't imagine why he would have said that as only customer service can handle complaints. Is this honestly how Zara runs it's business? I am amazed at the run around I just received and still no sign of resolving my issues anywhere in site.

Zara's customer service is awful! I was trying to exchange items I purchased online and was having difficulty doing it. I did a chat because it was after hours. Instead of processing as an exchange it just processed as a return. Then I was told Oh sorry, we can't cancel the return. I called the next day. The first person I spoke with said oh we tried to process the return, then stopped talking and hung up on me. Okay, I call again..The next lady looks up the order number and says yeah just click it as an exchange. I can't because it shows that it is returned already. She literally say WELL, YOU CAN'T EXCHANGE IT ANYWAY IT WAS ON SALE. What?! I have literally spoken to 5 other people and no one has said that. I requested to speak with someone else, she placed me on hold for 10 mins and came back and said she is now the case manager! Her name was Luz, she said. No one is able to help me basically. Apparently they don't have access to their own software to cancel a return and make up new policies as they go if they can't! The worst customer service ever! Every person I spoke with was awful, not one person offered a solution

Order#[protected], ordered it on oct 30, 2017. Tried to return it on dec 1, 2017 in store, zara wouldn't accept the return as it has been over 30 days (1 day later) from the date that I ordered online, but not the date that I actually received the order. This is totally [censor]. The rep that I talked to on phone is not helpful and kept talking to me about the policy like a recording machine, didn't understand how to handle complaints and no clue what she can say other than the store policy. Never will get anything from zara again.