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1.3 496 Reviews

Zara.com Complaints Summary

42 Resolved
454 Unresolved
Our verdict: If considering services from Zara.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Zara.com reviews & complaints 496

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S
3:04 pm EDT

Zara.com A woman who was a horrible and unprofessional manager today at century city mall in LA

I tried to return a jacket that I had paid for and the rude disrespectful manager came out and told me that she does not carry it in the store anymore and will not give me a gift card nor exchange it for another one that I picked out since the other model was not available.

Then I asked for her name and the general mangers name and she told me to wait, then she gets the mall security to escort me out. As a customer of Zara for many years, this is absolutely disgusting, unprofessional and unacceptable that an ignorant employee of your should run a store like zara and call the security for NO REASON instead of giving me her name and a phone number.

I did a video of the situation and the humiliation your ignorant unprofessional employee brought in front of other people for me at the store. I highly recommend someone call me or contact me ASAP to discuss this matter.

I want to make sure she loses her job for treating customers like dirt and leaving her nasty disrespectful attitude at home when she comes to work. You should hire much more professional and normal people to be in a managerial position. I will not allow her to do this to other people and this nasty behavior with the customer who spends money in there should be stopped.

I was never humiliated like that for ZERO reason in front of other people. She worked last night on Thursday 6-30-22 at about 6 pm at the Century city mall in Los Angeles. I have a video of what she looks like since she would not give me her name nor anyone to contact.

Thank you

[protected]

Sean

Desired outcome: District manger should have meeting with her and teach her proper customer service or remove her from the position. I also need to exchange the Jacket that I paid $100 for since it does not fit me right.

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11:17 am EDT
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Zara.com Customer services

Today at approximately 330 pm after trying several numbers to try and see if I could trace a bag I may have lost in Zara Whist visiting there yesterday from Inverness 150 miles away. M

I eventually got the customer service and had the unfortunate chance of speaking to a very unhelpful and rude lady called BIMLA

I tried to explain the nature of my call but was interrupted by BIMLA who was abrupt and sounded totally disinterested talking over me on a loud voice and repeating hersel without letting me finish my sentences.

She repeatedly told me I could not speak to the store.

Told me she could not put me through to a manager or supervisor.

On several occasions just kept saying to me I have to go to the store which I repeatedly informed her I lived 180 miles away in Inverness. Also that I was DISABLED I was through for the day. She at this stage had not even established what I wanted to ask.

She was on loud speaker when I rang. People who were listening were appalled by her lack

Of empathy

Unwillingness to listen

Blunt manner

And just good old fashioned manners.

She then said after ages she would need to escalate the matter to get back in 24 hours.

Why did she not say this in the first place Instead of shouting I had to go to the store. When I explained my situation she said you better get someone else to go.

I was exhausted frustrated and tearful after my call. I’m not a complainer and I’ve never had rude staff in Zara.

I suggested she tried to be nicer and not so rude. I was disappointed I could not speak to someone.

I’ve asked her when after about 10 min to see if I had dropped a turquoise rucksack Containing a large cream and white hat which was on the back of my wheelchair. I was going to the queens garden party in Edinburgh. I was so upset that someone might have stolen the rucksack or maybe I dropped in the only shop I was in which was Zara in Glasgow. I never noticed it was missing until I got to the bus station.

I was in Zara on Wednesday 29 th of June approximately 1220 to 120 in Glasgow.

I came and stayed in Glasgow the night before to catch up with our son.

Despite a lovely day on the 29 th I was disappointed my heat was dropped or stolen. It cost a large amount of money.

Bumble was rude, unsympathetic, condescending please could someone ring me on [protected].

Bimbla is doing your company a disservice. She works in customer service? She certainly gave unhelpful and disgusting service on Thursday 30 th June at approximately 330 pm. I’m so upset. She could have been polite sympathetic listened and reassured. She came up to none of these standards.

First time I’ve ever complained. Very hard dealing with someone like that but having disability issues it was far worse.

Please could someone ring me. I’d just like reassurance this is not how employees of Zara behave.

Thanks for considering this complaint.

Best wishes

Rona Tynan

Desired outcome: Ability to speak to someone

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2:30 pm EDT

Zara.com delivery option they use

I was sent email stating that my delevery would arrive on 07/06/22 then out of nowhere i receive email delivered. I did not receive any packages and i spent a lot of money and want this investigated. I will not pay for something that i did not receive. Please contact me thew email [protected]@gmail.Com

fabiola almeida. This is my first purchase online with zara and will be my last due to this issue. I would like someone to contact me asap to resolve this issue.

Desired outcome: follow up about my purchase

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7:30 pm EDT
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Zara.com Return policy - must have exact credit card for return with receipt

I purchased a dress for my daughter which did not fit properly. I gave her the original receipt, the tags were still attached to the dress and it was within the 30 day return policy. She waited in line at the Pleasanton, CA store for 30+ min and the manager refused to return or give store credit because she did not have the same credit card with her. This is a ridiculous store policy that in order to get store credit, she must have the gift receipt instead of the actual store receipt. Now I have 2 days left to return to the mall or we will be outside the 30 day time frame. Zara has lost us as a returning customer.

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9:12 pm EDT

Zara.com Very poor customer service

Visited Zara Store In Oshawa Mall in Ontario, Canada to pick up product ordered online on May 31st 2022 at 7pm.

The guy and lady working had no clue. Rude and very poorly trained staff! Everybody was busy chatting with each other and not helping customers! Don't waste your time at this store! They just keep sending you from cashier to cashier.

The receipt QR codestates show to any staff and they can help with store delivery! Maybe they should practice what they say! Very lazy staff! Do your job what you are paid to do!

Desired outcome: Improve Customer Service and better store staff training!!!

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1:54 am EDT

Zara.com Huge delay in return order pick-up

My return has been pending collection for over 60 hours which is clearly a breach from Zara to their own return policy that states pick-up will be done within 24-48 hours.

I have reached their customer service by the inbuilt chat in Zara mobile application & also via Facebook, but the issue is still unaddressed and unresolved.

Utterly pathetic after sale service.

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3:52 pm EDT
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Zara.com Refund

I made a purchase of $245.55 on March 17th 2022 at the Zara located on 5100 Kings Plaza. Some items weren’t fitting so I returned some items worth $125.08 on March 22nd it is April 30th & I still haven’t received my refund. I’ve called Zara multiple times about this issue & they still haven’t refunded me my money. This is very frustrating I am appalled with Zara this used to be my favorite company & I’m ready to boycott!

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5:36 pm EDT

Zara.com Returning a Dress

I bought 3 separate items online from your company for my wife's birthday which was the same day as Easter 4/17. I received the dress on 3/15 or 16 And they say it is 30 days over the return policy.

I did not reach out to Zara until Monday the 18th and if this is the way you treat a customer ... I promise you I will let everybody know it and will never shop there for my family again.

Desired outcome: Return item for a full refund

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11:53 am EDT

Zara.com Took my money but not my order!

WARNING! Do NOT buy online from ZARA! Their procedures are only self serving and don't have respect for their customers.

I placed an order yesterday online from Zara. I paid through Paypal (Thank God) because Zara didn't receive my order and didn't give me a confirmation! But it did take my money!

I called yesterday and they said their systems were down so they couldn't help me! So I chatted with them today and after sending them my bank statement and the Paypal email confirming the money had been sent to them at Zara, they tell me, we will look into it and let you know!

They provide no time frame! I don't know how long they are going to keep my money and if they are giving it back!

I also filed a complaint through Paypal, maybe they will be able to get my money back from them!

Do NOT purchase online from Zara! Their systems are faulty and takes your money without processing your order and then you have to wait God knows how long to get your money back. That is if you do!

Desired outcome: I have to wait an indefinite amount of time for them to review my case!!!

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11:18 am EDT

Zara.com Store Environment

The store environment was very messy as the clothes were not folded neatly, staff were just hanging around not folding clothes and the dressing room was very messy with clothes hanging in the fitting room. Also the fitting room is quite dusty too

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10:47 am EDT

Zara.com return policy

As a first-time buyer from Zara. I purchased 2 sizes of the same pants not sure of what size I would be. I had no idea that they had a 30 day return policy. When trying to return I understand that I would not be able to get my money back but at least I was hoping to get a store credit since the pants are unworn with tags still attached. I was told I was unable to get a store credit and that I would have to keep the pants due to their policy. It's not like they are a year old and I am asking for a credit. Costumer service was not empathetic with an I'm sorry.. I just got that that this is the policy and there is nothing I can do since its over 30 days, so look out if its 31 days you are stuck with things that everywhere else you can return or at least exchange and purchase something else. So I guess this is my first and last purchase from Zara and I'm out $100 bucks!

Desired outcome: would have liked a store credit so I could return unworn pants and at least get something else.

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4:46 pm EDT
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Zara.com Sent me used/stained/damaged items

I ordered a top, skirt, and two handbags. The top (with tags on) had two obvious makeup stains, which means they just re-tagged it without inspecting it whatsoever. The stains were in the front! And the handbag handles (also with tags on) were worn out where it was peeling! I’ve never had an issue like this with Zara.

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3:19 pm EDT
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Zara.com Winter coat

I have got coat from Zara Istanbul on 23rd of November in which wore it for 2 times .it’s unbelievable how damaged and bad looking it got.I can’t wear it any more anyways and very sorry for buying this awful product not at all cheap.what a bad quality

Desired outcome: Getting back my money

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9:13 pm EST

Zara.com Ripped Wide Leg Jeans - Blue

I bought these jeans for a birthday present, I usually buy from Zara in stores but at this time I could only buy online so I did. I ordered them on February. 17 and they arrived on the 23. I ordered size 26 but instead they sent me size 24 which was way too small so I had to return them. I was really disappointed.

Desired outcome: Id appreciate a response, Thank you.

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8:08 am EST

Zara.com Gift Cards purchase gone wrong

I purchased a Gift Card through Zara mobile App on Feb 24th. The order was put in Pending status and never sent by e-mail the person who should have received it. I reached out to Zara Albania support (as this store is where the gift card was purchased) and support told me they moved it to the corresponding department and that they would treat it with priority, considering that I had been billed for the purchase of course, but it had not gotten through. I contacted support 3 days in the row and got the same response, that they are looking into it. Here we are over 2 weeks later, and nothing has changed. I reached out to support today and got the same answer as 2 weeks ago. The corresponding dept is looking into the case. I asked what the procedure is to at least get a refund, and support would tell me to wait because even for a refund i would have to go through the corresponding department, and that would take likely same amount of time, meaning whatever I do, the matter is not guaranteed to have any prompt outcome.

Desired outcome: I wish my Gift card purchase to go through to the person whom I sent it to over 2 weeks ago.

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6:30 am EST
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Zara.com No refund initiated

I returned a black printed jacquard dress on the 22nd February 2022.

So I got a call and a mail that the dress they received was not the appropriate one.

I was asked to share the screenshot of the SMS regarding the pickup of product, my name and address and I shared it with the team. But there was no response from the other side. I request you to look forward and I want my refund ASAP.

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4:14 pm EST

Zara.com Rude robot broken record technique customer service ice

Broken record 'rechnique

No one take ownership

Promise to reply- dont

Drag things out then day it's too late to get a resolve

Not taking facts into account

Nothing factual gets linked together

Expect to be cut off the line if asking a question

Managers and complaints are in a merry go round me look for weeks

Cold

Cold

Disrespect

And cold

Broken record technique

Desired outcome: Consistency consideration competency ownership after grabbing your hard earned cash

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10:49 am EST
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Zara.com Didn’t receive refund

Hi,

On 26th Jan, I had purchased over coat which I returned on 30th Jan. However, I haven’t received the refund till now

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11:29 pm EST

Zara.com Refund not received

Dear Team

I have ordered two products from your online application,, but size was loose .. so returned them in DLF Noida sec 18 store .. find was supposed to be initiated within 6 working days … But so far I have not received anything … I received the order on 26th January and I returned the product same day …

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2:19 pm EST

Zara.com stolen jacket

to whom it may concern,

I hope this email finds you well.

I am writing this email to express my disappointment and frustration with my experience at zara le mall-lebanon.

My jacket was stolen while I was shopping at Zara, and no one did anything about it.

As I picked up a jacket to try on, I put my own jacket aside. In a split second it was stolen. I was extremely shocked to find out that the store did not have CCTV covering the floor but only covered the main entrance and the cash register.

I feel unsafe shopping at Zara from now on and am very disappointed to know that the floor is not well monitored.

I declared the incident right away and waited until they looked for it during closing. I expected a call or at least or a feedback but when I didn't get any I went back the next morning with no luck still.

I spoke to an assistant manager "Mohammad" who claimed to be the manager (in contrast with his name tag) but he wouldn't refer me to the manager. I explained that it's an expensive Rudsak leather jacket but instead he was rude and said that I could not watch the CCTV nor speak to the manager.

I hope you take this email into consideration, especially that safety should be a priority especially in Zara stores.

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Zara.com Customer Reviews Overview

Zara is a popular fashion brand that has gained a lot of attention in recent years. The company has received numerous positive reviews from customers who appreciate the quality of their products and the affordability of their prices. One of the most notable aspects of Zara is their ability to stay on top of the latest fashion trends, which has helped them to remain relevant in the industry.

Customers have praised Zara for their wide range of clothing options, which cater to a variety of styles and preferences. The brand is known for its unique designs and attention to detail, which sets them apart from other fashion retailers. Zara's clothing is also known for its durability, with many customers reporting that their purchases have lasted for years.

Another positive aspect of Zara is their commitment to sustainability. The company has implemented several initiatives to reduce their environmental impact, such as using recycled materials and reducing waste. Customers appreciate this effort and feel good about supporting a brand that prioritizes sustainability.

Overall, Zara has received overwhelmingly positive reviews from customers who appreciate their fashion-forward designs, affordable prices, and commitment to sustainability. The brand has established itself as a leader in the fashion industry and continues to attract new customers with their innovative designs and high-quality products.

Zara.com In-depth Review

Website Design and User Experience: Zara.com boasts a sleek and modern website design that enhances the overall user experience. The layout is intuitive and easy to navigate, allowing users to effortlessly browse through the various categories and products. The site's responsive design ensures a seamless experience across different devices, making it convenient for users to shop on the go.

Product Range and Variety: Zara.com offers an extensive range of fashion-forward products for both men and women. From trendy clothing to stylish accessories, the website caters to diverse tastes and preferences. The variety of styles, colors, and sizes available ensures that customers can find something suitable for any occasion.

Quality of Products: Zara is renowned for its commitment to delivering high-quality products. The materials used are durable and well-crafted, ensuring longevity and customer satisfaction. The attention to detail and craftsmanship is evident in the finished products, making them worth the investment.

Pricing and Value for Money: While Zara's products may not be the most affordable on the market, they offer great value for money considering the quality and style they provide. The prices are reasonable, considering the brand's reputation and the durability of the products. Customers can expect to get their money's worth when shopping at Zara.com.

Customer Service and Support: Zara.com excels in providing excellent customer service and support. Their dedicated customer service team is responsive and helpful, addressing any queries or concerns promptly. Whether it's assistance with sizing, product information, or order tracking, customers can rely on Zara's efficient support system.

Shipping and Delivery: Zara.com offers reliable and efficient shipping and delivery services. Orders are processed and dispatched in a timely manner, ensuring prompt delivery. The website provides real-time tracking information, allowing customers to stay updated on the status of their orders. Additionally, Zara offers various shipping options to cater to different needs and preferences.

Return and Exchange Policy: Zara.com has a customer-friendly return and exchange policy. Customers can easily initiate returns or exchanges within a specified timeframe, provided the products are in their original condition. The process is hassle-free, and Zara ensures a smooth and efficient resolution for any issues faced by customers.

Online Shopping Experience: Shopping on Zara.com is a delightful experience. The website's user-friendly interface, combined with the seamless browsing and checkout process, makes online shopping convenient and enjoyable. The detailed product descriptions, size guides, and customer reviews further enhance the overall shopping experience.

Payment Options and Security: Zara.com offers a variety of secure payment options, including major credit cards and online payment platforms. The website ensures the safety and security of customers' personal and financial information through robust encryption and data protection measures. Customers can shop with confidence, knowing that their transactions are secure.

Social Media Presence and Engagement: Zara.com maintains a strong social media presence, engaging with customers through various platforms. Their active presence on platforms like Instagram, Facebook, and Twitter allows customers to stay updated on the latest trends, promotions, and new arrivals. Zara's social media engagement fosters a sense of community and keeps customers connected.

Overall Reputation and Trustworthiness: Zara.com has built a solid reputation for its fashion-forward designs, quality products, and excellent customer service. The brand's commitment to delivering on its promises has earned it the trust and loyalty of customers worldwide. Zara's consistent track record of meeting customer expectations further solidifies its reputation as a trustworthy and reliable online retailer.

Comparison with Competitors: When compared to its competitors, Zara.com stands out for its unique blend of style, quality, and affordability. While other brands may excel in one aspect, Zara manages to strike a balance between all three, making it a preferred choice for fashion-conscious shoppers. The brand's ability to stay ahead of trends and deliver on customer expectations sets it apart from the competition.

Recommendations and Conclusion: Zara.com is a go-to destination for fashion enthusiasts seeking trendy and high-quality clothing and accessories. With its user-friendly website, extensive product range, and excellent customer service, Zara.com offers a seamless and enjoyable online shopping experience. Whether you're looking for a stylish outfit or a statement accessory, Zara.com is sure to meet your fashion needs. Shop with confidence and elevate your style with Zara.

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Zara.com contacts

Phone numbers

1800 800 080 8800 333 6430 More phone numbers

Website

www.zara.com

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