Zara.com

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.

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!

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.

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!

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

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!

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.

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

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.

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.

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.

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

Hi,

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

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 …

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.

Absolutely disgrace company. I had returned an order no - [protected] last October 2021 and still not received the refund as of today being February 2022 and as per the companies policy the refund gets initiated within 14 business days. Their customer service is so terrible that they bluntly lie on your face saying the refund has been initiated. When you call them to ask everytime you get to hear that there is a technical glitch and you will have to wait for 10 more days. They have so much audacity to say that you can do anything you want and beg for your refund but we wont do anything from our side. They are just making it worse and wanting their customers to beg for their refund back. They are mentally harassing their customers and I am a victim of such. In last 4 months I have called them 100 of times only to listen to the same thing to wait for some more time. @ZARA @ZARA_Care thats how you treat your customers.

I made a purchase at Zara 10 days ago, I figure out later that the Tag prices are lower than the price charge in my receipt, Since than I unsuccessful have been trying to get this situation resolved, I sent pictures of the receipt, Tags and they keep asking over and over... for that. I am tired of so incompetent personnel. i expected much more for a company like Zara.
I still don't have a solution for my case after a daily attempts. I believe their stuff is not aware that it is a legal consumer issue to charge a different amount from the Tag.

Hello

I purchased a top in the wrong size on the 4th December as a Christmas present. When it was opened on Christmas day realised it needed to be returned for a bigger size. I was unable to return it until 17/01/2022 as I had been ill with laryngitis and was not able to leave the home as it is contagious.

I explained this in the shop at the time but I was told I would not be able to swop sizes as it had gone past the 4 weeks period! I explained to the sales assistant (1) as I did not get a copy of the receipt in my parcel it didn't me of the date of purchase. The fact I had been ill I was hoping you would take my situation into account on this occasion, she advised me to lodge a complaint.

I lodged a complaint on the 19/01/2022. I was told I would be contacted within 48 hours - I never was - I had to call again.

I rang the Lakeside store Thurrock to chase up my complaint on the 26/01/2022. The sales assistant (2) was unsympathetic and did not give a reason why I hadnot been contacted.

I explained my situation on the advice of my GP to stay in and recuperate, as well as the fact I had no paper receipt in the parcel to remind me of dates that's how I manage returns in the past.

The sales assitant (2) handling of the call was beyond poor. She was like a robot and very unhelpful. She repeated herself dozens of times saying the same sentence! (Apoligies the decision has been made)
Why not just have a recorded message then?

I asked her not to keep saying the same sentence because she was really making me infuriated and disrespected. But it fell on deaf ears and she continued saying it again and again!
I suggest to you it would be helpful if you invest in some customer care training for her.

I myself have worked in retail as a sales assistant some 20 years ago and I must say it has changed as far as customer care goes in your company.
Where's the fairness and practical sense? I asked to speak to a manager as I know they can make those decisions but was told by Sale assistant (2) NO! Do you knwo how that made me feel!

I'm assuming I won't hear from you nor will I be contacted either.
But to let you know I am not one to normally raise a complaint having worked in your field myself but I have felt so let down by your service I (did not) receive.

Sadly now when I'm out shopping I now walk very quickly past your shop with my daughters and friends.

Regards Grace Harley [protected]

I visited Walt Whitman Mall Zara store. I asked the store manager about my return I had my receipt and jeans had tags and were not ever worn. I first made line and I didnt have my receipt because my phone died so she thought I didnt so she said that she would give me the amount of money the jeans were on clearence. I paid 50 dollars for each of these jeans I wasnt going to get 22 dollarrs for both like what. So I said okay and bought a charger at a close gas station. I go back make the line again and show her and she doesnt even look at it she starts yelling sayung why am I back here that she explained as soon as I got to the register she started rolling her eyes. She was talking and laughing to the employeees about her family and things not associated to work and thats fine but she didnt even try to help me. I ask her and she raised her voice tone at me when I never did and she starts repeating the same thing literally yelling at me. eVERYONE went quiet I was literaly holding my cry in. Isaw reviews and this has happened to so many people from her.

Hi attaching the employee I'd code and names of Zara fort Mumbai's manager n fitting room sales girl .Swapnil pawar 392 Customer ID and Shabnam the fitting room girl.
So while entering in the fitting room today we were not even asked to count the pcs n not even allotted any fitting room .. so when we stopped the girl said go.
When we were almost done trying ( my 11 year old girl child was with me )this lady entered without asking started taking the hangers and then calls the sales girl and shouts 2 ppl not allowed .
I grew up wearing Zara clothes …
In 2007 I was working myself fr Zara as a senior merchant… and since then I m a super regular Zara girl.
My daughter since her early years is coming n is always with me .

If I have no nanny how can I leave my girl unattended tell me ?
That's not fair and she is a US citizen there no one leaves there kids unattended and that too she is a special child with no speech .
Now point is not that even then if a mother is not comforted in leaving her girl child how can she leave her in Zara.
Or a matter of fact anywhere .
Now I hv proof of her passport which I showed to Swapnil showing her age … she looks a bit tall fr her age but that you can't judge.
Now when I told this to the girl she was arguing n no apologies she had, told this to manager he was a rude guy.
No apologies, then I said let's talk to your sales girl infront of me he was so acting up not looking fr her trying to make share I leave .
But today I learnt in India only this happens .when I told this manager Swapnil that no apologies even from you he started lying .. madam I said many times .. u were on the phone wherein I attended one call from my son who was with my nanny in the car n he had called 6 times coz I was delayed at the store.
But even after me telling this guy that no you have not apologized once he didn't say even once .
I even asked one lady Muslim lady my Age around 40 that how old my daughter looks like to you she said infront of Swapnil that 12 around .. where I told Swapnil see she is almost around her age n we can't leave such age kids they are not adult .
He s like you are extending n all .
I left no proof to prove this man that I was not wrong .
Anyways strict action should be taken .
I will case regarding misbehavior with the mother of a Special child .
I want apologies from this girl and the manager.
Otherwise India will never progress like this .
N disrespectful behavior is anyways here only .
So I need ur help .
And all the moms need help they need to freely shop in Zara .
Thanks n best regards
Chhavi Tongya
[protected]
chhavi.[protected]@yahoo.com