Zara.com
Reviews and Complaints

Order made in Canada # [protected]. Returned two items at the Richmond mall zara - item ref # 4331/127 and ref # 8741/257 and did not receive refund. In addition, from same order, returned item ref # 3548/240 by mail to returns warehouse and no refund. Representative confirmed that items were returned and says there is a hold on the returns. Reasoning is that a belt ref # 6152/691 never shipped out and status is “being processed”. Representative explained that all items have to ship out for return to be processed. Asked representative to cancel belt and get that refunded but again no refund. Zara has $440.90 of my money and have escalated issue multiple times case #[protected] and [protected]. Requested call back and have been phoning them for a month but no call back or resolution. Even called 3x in one day and no call. Stolen money from me during the holidays when I need to buy gifts for my family. Unacceptable and horrible customer service.

I received a faulty item and it took over a week to get a refund including separate chats to get my packing & postage returned. Despite me asking to record as a formal complaint as their advisors kept ending the chat before my issue was resolved I was promised it would be escalated and I would receive a call back on at least 2 occasions but nothing.

Their advisors are rude and kept you waiting before responding, sometimes up to 10 minutes at a time. I'm still awaiting a call back even now but nothing. Disgusting customer service.

I purchased from Zara home online South Africa on 14 September. I then returned by item to the address on the website, 2 weeks later (at the end of September).

I have been calling the Customer Service number (+[protected]) almost daily to follow up on my return and refund, but each time I call, I am advised that the product is receieved, but my case is escalated to understand why i have not received my refund. It is weeks later, and i dont receive any positive feedback from Zara home.

Not near a Zara store & order numerous items online. Some of your clothes are not true to their size. It is very frustrating & disappointing!

The quality of your clothes is not up to standard for the price you pay. There are always a few threads hanging, buttons not sewn well on, etc.

I understand there must be price hikes (I think recently was your second one this year). What is most frustrating is that the one moment the item is a certain price & when you are a day or two later on the website it shows there is an increase of for example a R100 on the same item. Why can't it be if it is time for price hikes do it on the new added items on your website & not on the older items?

I was told my receipt would be texted to me. I never received them. 3 different times I made purchases they told me they would text them. I have received any of them. Now I need to return several things for different sizes and I cannot because I have no receipts. How can I get copies of my receipts. The store is always so busy they don’t have time to look up anything. I have the transaction numbers, dates of purchase and purchase amounts if someone could find them and email them to me! Please help! I love Zara but this makes me want to stop shooting there.

My case number is ID [protected].

I bought an e voucher online on the 14th August to the value of £150. I have never received the link and can confirm that this has not landed in spam email. I have been communicating with customer service via the WharsApp facility and have done so four times. On each occasion the chat advises that my case has been referred to an internal department and that they will be in touch within 24-48 hours. This never happens.

I tried making a return on the zara website over a couple of days. I couln't reach my zara account for some reason so I couldn't make the return in time (30 days policy). Two days (after those 30 days) I contacted the service center. My account was working again but I couldn't make a request for returning my order. I reached out to customer service so many times explaining that I wanted to make the return within those 30 days but simply couldn't. It didn't enter my mind to reach out to customer service sooner because I just moved and thought my internet just wasn't working properly yet. I asked multiple times to speak to speak to a supervisor or the deparment in charge and was declined every single time. The answer was that they couldn't accept my return anymore and that there is nothing they can do for me. To me that is not okay!

I placed an order through zara turkey which was not my first time, the order was placed back mid may and until today I only received a few things and they won't refund the rest of the items for 3 months now, since end of may the opened an investigation and never follow up with, I keep texting them every week and they give me the same reply that I will received my refund in few days but never.

I contacted the online chat team as I had processed a return of several items from different orders. The return comprised of 3x parcels. I was sent 1 Inpost QR code. Knowing Inpost only accept 1 parcel per locker, I queried why I hadn’t been sent 3 QR codes, but was assured the code would open 3 lockers. It didn’t! I then asked for a Hermes collection, but was sent a QR code for Hermes drop off. Again I queried if it would work for 3 boxes and again I was assure it would. It didn’t ! So, the helpful staff at the drop point assisted me in tapping all three boxes together. Zara said they had received the return, but didn’t refund 3x items amounting to £115.98. They said they hadn’t received them and basically told me their decision was final and that was that! Obviously I want to take the matter further. I paid Zara for the return shipping. My Hermes tracking said the shipment reached its destination. I did send all the items. What more do you need? You have basically stolen my money!

case ID [protected].

I purchased a skirt for £32.99 on order number [protected], and returned it to Windsor. I then notice they have refunded £17.99 back to my account against order number [protected]. (another order i had placed in the meantime) This is not only the wrong price, but the wrong order alltogether.

After going back and forwards for 4 days with customer service that kept asking the same questions and not listening to me, they are now saying that the skirt i returned was past the 30 days and they refunded it against a different order.

I was not made aware that it was past the 30 days or i would have kept the skirt! Shocking communication and now i am out of pocket.

Monday-Thurday back and forward with 'customer service' and still not resolved. This is very stressful!

Please help!

Can’t be bothered to write this all again as I repeated myself 100 times in Zara website. Owed £49.99. Pure lies saying it was paid here and there, saw statements and saw I didn’t receive any funds.

Invoices are pointless pieces of paper that do not say anything. The worst customer service I’ve dealt with. The chat no support team are trained to treat you like crap and be ignorant so that you have no chance of getting money back. Vile Crettins the lot of them

I went into Zara in freehold mall today with my two daughters. They each had a bunch of items to try on that I would be paying for. My one daughter texted me from the dressing room that she wanted me to see a dress she found. I walked in and was automatically yelled at by an employee that if i wasn't trying on something that i couldn't take a peek at my daughter and give her my opinion of the dress she wasn't sure of. The young lady then proceeded to tell me that my daughter could walk out of the dressing room to show it to me with dozens of people in the direct vicinity (I for one would not have been happy if she came out wearing it). I replied that i thought their policy was ridiculous. I was so turned off by the way the young lady spoke to me that i didn't even look at the dress and told her no and then walked out. While i waited for the manager to give me the number to corporate both of my daughters heard employees (in two separate locations) In your store bad mouthing me for what i had said. My other daughter had found two dresses that she wanted but i refused to pay for them and walked out of the store. If this is your policy, there should be a clear sign at the entrance to your dressing room that you discriminate. What about a mother and her child? What about a handicap person and their aid? What about an adult with special needs? This policy is ridiculous and until it changes, I will never shop in your store again. As a side note, you should also put in your training manual that the employees should wait until the customer leaves the store before they want to talk trash about them. Or is this the kind of people you want representing your company?

I had 3 orders i wanted to return and did so on the app

After doing this Zara sent the Evri barcode information for 2 parcels as I selected fits in 2 boxes

I have then sent this off as I usually do to my parcel shop - 2 weeks went by and noticed nothing was refunded so checked the status on my app and it says collected by courier, i then clicked on the tracking links and can see a courier had collected the items but no update since

Anyway i contacted Zara via WhatsApp and they were asking me about my receipt of when I sent the parcels back - ofcourse I had it but i didn't understand why they couldn't just see the tracking links they provided.

They proceeded to say it hasn't arrived at their warehouse so could not get a refund in which I replied chase up with the courier as Iv done what I can and continued to say they could not help.

I have shopped with Zara for years so I'm very disappointed in this as now i am out of pocket and also don't have the items and Zara haven't been helpful in one bit to open up a query with Evri about this

I made a purchase at the 5th Ave Zara store on June 1, 2023. My total purchase was $233. I wanted to return the clothing because it did not fit. Several days later I return to the Zara on 5th Ave to return the clothing and I lost my receipt. I was told that the store could not refund or give me a store credit because I did not have the receipt. My only option was to call customer service for a copy of my receipt. I contacted customer service four times and each time I am told they located my information and will send me the receipt. I provided my credit card info, the QR code on one of the items, the amount of the purchase, date and name. Each time I receive emails that they are unable to locate my receipt. To date I have not received a copy of the receipt so that I may return the clothing.

I have done everything I can over the past six months to get someone to listen to me but I am sick of being ignored. Zara has the worst customer service I have ever experienced. On a trip out of town the weather unexpectedly changed and I went to a nearby mall and made some purchases. Upon getting back to the hotel I realized a few of the Zara items were VERY aloe quality (especially for the price paid) and so I returned them upon arrival home. My DEBIT card had been stolen and replaced by my bank so the original number was different than on the receipt. The sales agent was VERY nice about it but said she needed to get her manager Eli at the Culver City location. When they came to the cash wrap they had zero logic and explained if I did not have the actual card in my hand they could not process the return. I calmly explained the theft issue and this must have happened leaving no possible way for me to have the card. How could they refuse a return. Then what appeared to be Eli’s partner who also worked there started in on me in front of a line of customers telling me I was wrong to expect a refund if I didn’t have the card! I was shocked. Meanwhile the sweet girl helping me looked like she wanted to crawl under the cash wrap and vanish. I left and when I got home attempted to call customer service. I spoke to Pedro who didn’t seem to understand my complaint or issue at all and just minimized it and told me to have a nice day. I found what seemed to be the district manage Maya Aguilar and LinkedIn and sent her an email explaining what happened and asked to talk with her but she refused to communicate. I want others to know so they can avoid spending money at a business like this one.

Between 1.30pm and 1,45pm today, my partner was rudely accosted by one of your staff who told him that he could not enter the store because he was carrying a water bottle and he was rudely told to leave the store. The weather is hot and we are all advised to keep hydrated in this hot weather. When my partner asked why he was being so rude and surely he could carry a small water bottle, your staff member then tried to say that my partner had called him names and shouted at him in front of everyone in the store. This behaviour is unforgivable and my partner deserves a full apology and the staff member should be sacked immediately.

I think that a store with Zara's reputation should not hire people who do not treat customers with politeness which this individual did not. I am sure that your cctv can be accessed to verify the situation.

You can contact me on [protected] and I will provide you with my partner's email and phone number after hearing from you. I believe that this incident is now being circulated on social media.