Zara.com
reviews and complaints

Doing a return of something I bough online and paid with a gift card, I chose another item at the store and went to the cashier to do the return and explain the situation. That I wanted return the items and buy the other ones. they returned everything and when they tried to use the money on the gif card they couldn't... then they said that I have to wait 5 days to the money be available in the gift card! Really? Nobody told us anything about that, no even the girl on the cashier no even the manager who was there and listen everything. we lost our time looking Manager christian rivera id#13027 in Lincoln road very rude, he called another manager did a return he didn't provide any receipt with the $, this man treat us really bad and he left, letting us speaking alone. So disrespectful. Happens 07, 07, 2018 didn't resolve anything. Waste of time and money buying in Zara.

Was referred to this site by an Adrenaline choreographer. Very sorry I ever looked at this site. I received the first package on June 19th at 2:30pm delivered via UPS. I opened package and all nicely folded in box. The size medium did not have a tag otherwise was normal. I used 2 of the pantsuits for two girls to try on at studio. They did not work because fabric did not give as described polyester. I returned in same box received in tissue paper wrapping. Dropped at UPS on June 20th at 10:30am on June 27th I received email notification the items were considered non-returnable. I contacted CS. Only said hair and a smell with the package. They mailed back items to me. I received back on Thursday July 5th. There were shoved in a box and now wrinkled and discheveled and there is a stale smell but nothing horrible, more like items sitting in a box for several weeks. I contacted CS on July 6th they maintain their position and will not return items. How does this happen? Odor is subjective! Tags were on items. Items were as originally packed with zippers up and belts tied so obvious had not been tried on. They were in possession of these pants suits many more days than I was. I would just like these returned. I have already filed a complaint with PayPal.

08/06/18 I ordered ([protected]) a £89.99 black hooded trench coat 0518/046/800
It arrived tagged with no hood
I have spoke to 15 customer service advisors, (been hung up on several times) hashan was the last manager who promised to deal with it.
I complained
I have names of 4 managers who all let me down, promising calls within 48 hours
They will not even send me a medium hood for my coat.

They are making this my problem to take time off to return, un compensated.

Yes I have names & times of calls the first is unknown as at the time I didn't write it down, as like a normal customer you simply don't expect to be treated this way (jasper/al, fatima & hashan)

However they are not interested. They will not compensate,
14days later the coat is still here incomplete tagged.
As a regular shopper at zara, my local store manager in manchester daria, is saying I need to make the call from the shop, she will open the call & it will be dealt with.
However I really do not see why I need to do this, I do not have time?
I even paid for a signed or 1st class letter with pictures, only to find out its on its way back from london regent road-which is when you type zara head office on google comes up..
Case number [protected]
I will never ever order online again, that 0800 number is the worst customer care team ever, its a joke!
Its a £89 coat one of there more expensive items, & that is how it arrives... Shocking!
Reason of review: damaged or defective.
Preferred solution: a medium hood, & compensated for all my time spent trying to resolve this issue, + getting it un tagged.
I didn't like: customer service and return policy, 4 managers failing to resolve, steal your money, lack of customer service, 15 customer service advisors failing to resolve.

on 21st night time 23:20pm i saw a clothes ref 7581560 in Villagio Mall display window which i like it very much. i went to check with your staff. She said this shop sold out and suggest me to Mirqab mall. She said Mirqab mall showing in the system hav a few store. So on the 22nd i take taxi purposely to go to Mirqab Mall at 9:30 waiting for the shop open at 10am. i provide a ref number. And there is a staff who willing to help me. But at the end I was told the last piece was reserved. And at this time there is kind of manager come. I said I don't have much time I have to go. And he said either I wait either sorry. He is totally not helpful and very attitued. I feel like I am at some kind of cheap shop which always like if u want to buy you buy or you leave anyway I don't care. They seem to protecting their customer but sorry can you also feel that I am also a customer who suffering so much to be here. They didn't feel any single sorry to me. And I didn't get any care or service. At that point I feel I don't like this chloth any more and this brand also. At last 5 years I keep buying cloths at your brand. I can say I love your brand the most. And I put your brand at first place but I got this disappointed feedback.

I asked about your raincoats and was told don't know if they have any and for me to give her a code so she can look it up to see if she has any in stock. Also couldn't tell me if any other store might have it unless I give her a code. I feel that is her job to find not mine, I get better service from a general shop like target or big w. For a up market store Zara stores are really just a market ( what you see is what you get) very disappointed in your staff and your service.

There is not even one time i went to Zara stores and found the staff acting professional in uae. It is as I am and my family are invisible to them. They come in front of us putting back dress, pants or whatever without considering us standing and checking the dresses. So no polite and they cross in front of us they are in a kind of a race with us. I have always to move away when I see any one of them coming close. I hope that one day they will learn some manners. Either male or female staff.

Dear complaint cell,
I am associated with zara family for more than 5 years.
I am really shocked to experience color fade in the shirt I recently bought on 14th june' 2018 at dcc showroom dubai.
It's my first experience to face such kind of incident ever since I am associated with zara.
So kindly seeking assistance on this on emergency basis.

Regards,
Riyas ck
Mob:- [protected]
E - mail:- [protected]@gmail.com

Hello,

I live in the UAE and was in Barcelona on holiday and bought 2 viscose tops; one red and one white: code 9479/245/641/xs.

Having worn both, I followed the washing instructions and hand washed both. The white one shrun somewhat but the red one shrunk to three sizes less and is unwearable! I am particular with my items and have never experienced shrinkage like this. I want my refund on both items

Super angry at Zara.com, I have been their client for many years. I ordered some clothing for my son on May 22nd. My online order was marked "Delivered" on May 23rd. I never received the order and called Customer Service line. After 5 business days I called again and was told that my case was closed as their Delivery Service supposedly left the package at my porch, when I wasn't home. They suggested that I ask my neighbours about it and refused to process the refund or re-deliver the order. I've lost my patience, time and $268.38. Something is really wrong with their customer service and delivery system. There got to be some kind of dollar limit, where they get the customer's signature on delivery (if the order is over $100 for example). Huge disappointment. I am appalled by their disregard toward their loyal customer. I want my money back.

Hi ! My name is mikhael Efargan and I'm from Houston Texas. I'm very disappointed . I always Buying from you guys and this time I'm super mad! I bought a per of shoe few weeks ago Special for my brother's wedding out of board, I wear them one time and the color has been faded only one time use! I paid over then 100$ and now I can't use them because they look terrible! Pls help me with that I really need to exchange it or get my money back. Thank for helping.
P.s
I didn't get the receipt in store so I don't have any.

Was purchasing a pair of jeans for my son, the pair I had picked up had no price marked, so I looked at the pair next to it which was marked $39.95. When I got to the counter I was charged $45.95. When I showed the assistant the discrepancy she stated it was hand priced and the pair I had looked at had been missed. Looking at the jeans there was more than one pair marked at 39.95 but the assistant stated only if I brought the pair marked 39.95 would she be obligated to give them to me at the reduced price. I stated my pair had no price on it, she said I then have to charge you the higher price! What terrible customer service, no price matching here. I returned the jeans and won't be going back in a hurry

I'm very disappointed with ZARA (which was my favourite shop untill now). I went to ZARA shop in Nottingham to buy a dress which i saw online for my birthday which will be in 3 weeks. I tried the dress on and i need a bigger size which was not in the shop.

Went online as i wanted so badly and i will travel for my birthday so i wanted something special, i find it online but not in the size i need it.

I search in all ZARA country as i thought i would buy from another country and get shipped in Englad where i live.

Nothing i could not find it expect for the shop in Manchester which i called to see if they can ship from their shop to Nottinghma shop (i will apy for it), no change, i asked if they can send it to me (i will pay for it), no change.At the end i sign up to the waiting list and i just received an email which was sayng my dress was available. I entered in the web side the same secodn of the email and his still anavailable?

I'm really really sad. I hope as usual Zara could make my day even bettar but is not in this way and for a customer like me who always buy from Zara is very dissapointed. The dress is 1639/083/600/05 SIZE XL.

Is already hard to find your size in Zara if you don't have a perfect body and when you find something and you feel the most beatiful girl with the dress on you they don't help you to get it?

RIDICOULUS.

เรียน zara thailand ค่ะ

ดิฉันเป็นลูกค้าประจำของแบรนด์zara ค่ะ จะว่า royalty เลยก้อว่าได้ ซื้อประจำ เข้าเรื่องเลยนะค่ะสำหรับเรื่องที่ต้องการจะcomplain และต้องการการแสดงความรับผิดชอบมากกว่าจะกล่าวคำว่าขอโทษค่ะ
คือดิฉันได้ไปซื้อเสื้อเชิ้ตลายดอกให้ลูกชายเพื่อเตรียมใส่วันสงกรานต์ เอาไปเปลี่ยนครั้งแรก เพราะ ซื้อไปผิดsize พอดีตัวเกินไป หลังจากไปเปลี่ยนมาเป็นsize M. ก็นำมาซัก ดิฉันทราบนะคะว่าเนื้อผ้าบางเบา ก้อระมัดระวังอยู่แล้วและเสื้อตัวนี้ก้อแพง ราคา 1590 บาท. ตากจนแห้งเรียบร้อยพอจะนำมารีด จึงได้เห็นว่าที่วงแขน เสื้อขาด ทั้ง2ด้าน ด้านนึงขาดเยอะมาก อีกด้านนึงกะลังจะขาด ทีแรกจะให้ป้าชุนให้ แต่ป้าบอกว่า เนื้อผ้าไม่ดี คงเป็นล็อตผ้าที่เก็บไว้นาน เนื้อผ้ามันกรอบ ดิฉันดูเนื้อผ้าไม่เป็นหรอกค่ะ คุณป้าแนะว่าลองแจ้งทางร้านก่อนจึง รีบโทรไปแจ้ง พนง ที่shop ctw ว่าจะเอาสินค้าไปให้ดู แล้วเมื่อวันที่7 เมษา จึงรีบไปที่shop เอาเสื้อไปให้ดู และแจ้งให้ทราบตามนี้ แต่ผู้จัดการร้าน ก็ไม่ฟังคิดเอง มโนเองว่าเราทำขาดเอง ดิฉันก็บอกไปว่า ลูกดิฉันต้องการใส่เสื้อลายดอกในวันสงกรานต์ แล้วดิฉันก้อมาซื้อให้ ไม่มีเหตุผลอะไรเลยที่ดิฉันต้องทำเสื้อให้ขาด เพื่อไปเคลม จะทำเพื่ออะไรไม่ทราบ
ดิฉันรู้สึกผิดหวังมากเลย กับแบรด์zara และรู้สึกแย่ ๆๆกับผู้จัดการร้านที่สาขา ctw ที่ใช้ความคิดตัวเองมาตัดสิน คิดเอง เออเอง
แล้วสุดท้ายรู้สึกเสียดายเงินมากเลยค่ะ ที่ซื้อเสื้อมาแล้ว ยังไม่ได้ใช้ งานเลย แล้วยังจะมาบอกอีกว่าซักแล้วไม่รับคืน แล้วถ้าไม่ซักจะทราบไหมค่ะว่าเนื้อผ้าของคุณไม่มีคุณภาพ แล้วนี่ก้อใกล้จะครบเดือนแล้วที่จะเคลมสินค้าไม่ได้☹️
เสียใจ และผิดหวัง กับการบริการหลังการขายจริงๆค่ะ
นันทวัน/[protected]

I made a purchase in the store. They forgot to give me my receipts as i made 2 purchases. When i came back they gave me the one I wanted to make a return with. I was aggravated so i didnt ask for the second receipt. Days after i wanted to make anotger return when they said its not possible without receipt. Then i explained that they never gave me my receipts so they did not help me.

Customer service and the service in the store faild big time. Now i have to keep items i dont want, expenisve items, because the person by the register failed big time. Smh!
No help at all.
There was no apology or anything like that from the person that did that and her manager.
Zara store in Willowbroke mall, Wayne, NJ.

I was standing outside the men's changing room with my one year old daughter while my husband was trying jackets inside. I noticed another caucasian lady sitting in the changing room with her spouse/ partner trying on clothes. Since my hands were aching carrying my daughter (and there is no other place to sit in zara) I decided to go into the changing room (where my husband was trying jackets) and sit with my daughter. An attendant called winnie came to me and said ‘lady, u need to sit out'. I got up, walked out and noticed that the caucasian lady was still with her partner/ spouse in the changing room. When I asked winnie why she is there, winnie explained that she has got some clothes for the man to try. I waited out patiently and noticed that the lady was not asked to leave even after handing over the clothes. That's when I decided to go back in. Another member of staff then came and asked me to leave. I then said why am I the only one being asked to leave when other ladies (bybthat time another lady came in with her son to try clothes) are standing here? No answer. My husband and I left very offended and asked to speak to the store manager. A person called raymond introduced himself has the store manager and very very rudely asked me to calm down. He then repeated that it is company policy that ladies are not allowed in the men's changing area. I told him that I do not disagree with the company policy all I am asking is - why was I the only lady asked to leave? Why were other ladies asked to stay? He provided no satisfactory explaination. When my husband explained the situation again and asked him to offer a solution he said his job was not to offer solutions. All he could do was offer us the customer service e-mail. We told him we would like the staff to apologise but he flatly refused. Given his very poor responses my husband asked him if he was really the store manager and how long he had worked at zara. We then went to the ground floor and asked a cashier named jass the name of the store manager. She told us the store manager's name was lala. Lala heard us out and told us that the store manager was actually natalie who was off duty when this incident occurred (between 6 and 6.30 hk time).

I have some questions for you:
I) why does your company follow a discriminatory policy of allowing some ladies to stay in the men's changing area and asking others to leave?
Ii) why is there no mature and well trained store manager available to address these issues?
Iii) I am deeply offended and traumatised by the actions of your staff and world like both winnie and raymond to apologise for their mis-handling of the situation

Looking forward to your response.

Worst customer service I've ever experienced.
Purchased 10 shirts for my husband (after being a Zara customer for years and never had any issues before), and 5 out of 10 shrunk at least two sizes after first wash.
They were washed following the instructions in the tag - cold water, hang dry) and still shrunk a lot.
My husband didn't wear and washed all the shirts immediately after purchasing (of course), and by the time he tried to wear them again the 30 days return policy was over.
I tried to contact their online customer service and only got script answers and no solution or guidance.
I still felt like it was absurd the fact that he only got to wear them once, and went directly to the store to show what happened.

Store: Zara Westfield Century City
Store manager: Oscar

Before I could even tell all the story to the manager, he became super defensive, accused me of lying, saying that the shirt would only shrink if I used the dryer (the shirts were clearly wrinkled from hang drying), said that he had the same shirt and it didn't happened to him, and told me that I paid only $15, 00 dollars for each shirt, so I should expect them to not last?!?!?!
I never even asked them for the money back, I said a store credit would be fine, considering it happened to 5 shirts, and he started creating a scene and being rude and condescending. There was another manager behind him that saw the entire conversation and pretended he didn't.
Anyways, I don't need my money back and I can buy at several other stores, but Zara needs customers.
So I wanted to make sure that other people know what happened and avoid them.

Dears,
I bought maybe two years ago blazer and teddy coat. The both of them is out of use.
These two things are as new, rarely wear. I dont know how to take care about them, especialy with eco leather which broken alone.
Please reccomended me what to do. I dont have bills/receipts, it is old things.
I am writting from Serbia and I am Obssesed Zara lovers. But now quality is worst then befora.
Hope to solve my problem, expect your replay.
Best regards,
Ana Matic
Beograd, Serbia

Dear sir or madam

I bought a knitwear collection medium size from Zara in sandton city South Africa . I didn't fit the knitwear at the store and only fitted at home. To notice that the knitwear is big. I went to sandton on the 5th of March to try and get a refund, spoke to the manager and they denied me a refund. They said that I had worn the knitwear that I had bought and that Its dirty. Im surprised by this because, I got the knitwear exactly like that. People from the store who fit are the ones who make the clothes dirty.
Can I get help because I need my money back as soon as possible.

Here's my email address [protected]@gmail.com. Please get back to me as soon as possible.

I have shopped at Zara on the Champs-Élysées (92 av. champs-Élysées) and unfortunately I have come across a very poor service at the cash desk. Firstly, the cash desk upstairs was not working so the line on the ground floor was a bit too long. Secondly, when I finally got to the end of the queue and the lady at the cash desk took off all the tags, she randomly asked if my credit card has a signature (and it does, but it is a pin card) and said that I need to show her my passport. It was very inconvenient because I didn't have it on me and I tried asking what is it the matter. She called her colleague who was able to explain to me why she asked for my passport in English, but he was extremely rude to me, almost shouting at me and saying phrases like "you should be grateful we ask for your passport/it's not inconvenient/listen here" and etc. It turned out that they didn't need my passport and at the end standing there and searching for the online copy of my passport was extremely inconvenient and uncomfortable, especially since the employees were pretty rude to me and not understanding at all. I am very unhappy about the service I received and it really affected my desire to go to Zara next time, because I didn't get a single apology from the staff members. Just a rude line with something like "be happy for what you get". I don't believe that this is the right way to treat the clients at the shop.

Dear Sir or Madam,

To
Zara complaint Department
Dear Customer Service Team,
Store location: oxford street,

I am writing to you to raise an issue about High Street at Zara on January 31st 2018

Product ID: 2473/202/202

We went your store for shopping. I did buy 1 pier of shoe from you. (PLEAE SEE ATTACHED RECEIPT)
On the shop floor, I just found only 1 piece shoe from the pier. So I have requested one of your staff that, I am looking for another piece to buy the shoe. Your staff said -please got to check out, I will bring for you. As she said and she give another piece to checkout and I completed my shopping. But after came back to my home I realized that your staff give me two different size of shoe. One is 41 and another is 43.
I did call to the branch and I explained that, this is problem from your store and I have got wrong sizes or two different sizes of shoe. The shoe price is £14.99 and I already paid for my travel £8.20 and now to solve the problem I have to pay again £8.20 for travel.
If I go to any store to refund or exchange still I have to spend for my travel. Which is £8.20? after several call and spend almost 30-40 minutes, unfortunately I did not get any positive answer from store manager miss Emma !
My question is, if mistake from store and provide two different size of shoe than why customer should suffer?
That should be a long time business policy. As I am a customer I am totally upset to paying extra and waste more time where mistake from the store.
I believe Zara is reputed company and it is unfair for as a customer and customer does not expect from Zara this kinds of mistake and solve the problem with fairness.
Please find the attached images for prove of purchase and other details.
I look forward to a prompt response.
Yours faithfully
mohammad alam
[protected]
[protected]@yahoo.com

This happened on January 31st, 2018

I believe Zara is reputed company and it is unfair for as a customer and customer does not expect from Zara this kinds of mistake and solve the problem with fairness.

Yours faithfully

mohammad alam
Address:
Flat 10, Stanstead House,
Devas street,
London e3 3LP.