Zara Reviews

Name: Zara
Address: 53-54 Long Acre, London
Rating: 2.62

2.6 Rating 961 Reviews

41 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 961 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 30%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Location:

53-54 Long Acre
London
WC2E 9JR

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Sofia

Les

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“WORST CUSTOMER SERVICE needs to a zero rating!!! I ordered 1 item Nov. 8 and have yet to receive it or my refunded I requested! I have called the customer service 5 times! Got the run around mngr will get back in 48 hours! They acknowledged item never left warehouse!!! Last call was Dec. 17th she promised I would get refunded within 10 days!!! Today is Jan. 13th!! Now when u call 📞 they says all lines are busy and hang up on you! Give me my damn refund Zara! You suck!!!”

Helpful Report

Posted 4 years ago

“I normally don’t write reviews,but I did this time! I just ordered the sample fragrance nce for men and I can’t say enough about it..I’ve always been a shopper for cologne brands for years and years,but I decided to try to sample this travel pack. Best marketing Zara could have done! 4 out of 4 I would and will purchase these bottles. I want to share this JEWEL but I don’t like smelling like anyone.(lol)I’d rather you ask me what are you wearing?!? Instead of knowing. So Zara if you need me to be part of the team please reach out and I would love to be part of this department. Best smells I’ve smelt in over a decade. You know it’s good when you can sample your ordered! Oh, I’m so excited!! I should get a percentage of how many I send your way..lol Thanks again”

Helpful Report

Posted 4 years ago

“You cannot return gifts! I received a pair of jeans from a 70 yr old relative who did not give me a receipt. I figured it was not a problem because I just needed to exchange it for another size. WRONG. You cannot exchange or get a store credit unless you have a receipt. Since I don’t feel comfortable asking for the receipt for a gift, I just have a wasted pair of $50 jeans that my relative will never see me in.”

Helpful Report

Posted 4 years ago

“WORST CUSTOMER SERVICE EVER! A VERY BAD REPUTATION FOR YOUR COMPANY! My items were not delivered for xmas and it shows as delivered on your system , They said it was left at the door and by the time I came back there was nothing there, what proof do you have? Why do you leave valuables at the door when it could have been left with a neighbour. ZARA IS SIMPLY STEALING OFF PEOPLE AND DONT VALUE THEIR CUSTOMERS AT ALL.”

Helpful Report

Posted 4 years ago

“Worst costumer service ever! Ordered pants that never came and after 4 weeks of calling and waiting for a manager to call back I’m over it.”

Helpful Report

Posted 4 years ago

“The customer service as it relates to these 'apparent' managers is dismal. They indicate at the customer service centre that they will call in 48 hours and it's been 2 weeks tomorrow. I call every couple of days and ask 'please have them call me' They put in another reminder. DO THESE MANAGERS REALLLY EXIST. In these days when customer service is so important I'm not sure what to say here. Do I take them to small claims court?? They just have to call me back. My hands are tied and even the reps can't explain it.”

Helpful Report

Posted 4 years ago

“Worst customer service EVER… Worst customer service ever experienced. We have been waiting 28 days for an order to be delivered that was advertised as 2-3 days. We have spoken to customer services 8 times over the past 3 weeks and not one person has been able to tell us why there is a hold up. We have been promised Manager Call Backs within 48hrs on 3 occasions and still no manager has called us back. Now being told we can't cancel the order and that we have wait indefinitely until they decide to deliver as the order is being "processed". Totally unacceptable and incompetent company. Will never EVER shop in ZARA again, and will advise friends and colleagues to avoid them at all costs. 1star reviews for a company of this size is shocking - Management clearly do not care about their customer services or they would not be in the position and would be attempting to right their wrongs.”

Helpful Report

Posted 4 years ago

“Wasted so much time trying to get a trace a credit. They forced a gift card on me for the returned item after I paid for another jacket to replace it . They never credited my card, but said they did sending me on a wild goose chase with my cc company. Then said they sent me a gift card but never did. finally 2 months later sent me a replacement card. If you have any problem you will regret purchasing from them. They were not honest and had no real answers.”

Helpful Report

Posted 4 years ago

“Irresponsible company and no customer service at all. After years being a loyal customer using their website I decided to downloaded their app, after installing the app I made two different orders 3 days apart from each other. What I did not realize is that their app is not synced with their website backend and the app decided to choose an address that I used to live there 7 years ago and shipped both shipments totalling over $150 to that address. After month and a half searching for my orders I finally found out that they did not bother to spend extra money to sync their app with their web backend to avoid such a mistake as making a very old address of mine as their default address. So ofcourse I went to my old address to inquire about those two shipments and you guessed it, they never received those packages.(UPS is saying otherwise). After unsuccessfull try I got hold of Zara's management and explained it to them that if they would have not changed my default address with an very very old address of mine, this would have never happened. They simply said I should have known better to change the address. Just the fact that they had an 7 years old address of mine is reason enough to make me happy and work it out but they decide to just loose me as a loyal customer who actually spent thousands of dollars for a family of 5. The most stupid decision I have ever seen from a retailer perspective.”

Helpful Report

Posted 4 years ago

“Ordered items for Xmas on 12/3 was supposed to be delivered 12/10. Have tried 3 times to get customer service to get me an answer. Am I getting the items or not? They say I will be notified In 48 hours. According to tracking the order has still not been shipped This was a $900 order. Terrible service. Never again.”

Helpful Report

Posted 4 years ago

“How can a successful clothing brand like Zaras have such an awfully unacceptable arrogant and inattentive customer service.If you manage to come up with smart BRANDING strategy which allows u to put a heavy price tag ,you should be able to at least provide a decent delivery and customer service .”

Helpful Report

Posted 4 years ago

“Dreadful experience ... We bought a pair of leaf nest of coffee tables, all good so far till delivery day - items arrived - small table no legs whatsoever ( what use I can have for a coffee table without legs maybe for a chopping board ) bigger table so wonky that you cannot put anything on it as it will spill or fall over. So we have contacted Zara’s own customer services - they said will replace the small table but not the big one, we have argued that it is useless and we need a new one for that too - this took 2 weeks and 7 phone calls. Eventually the driver arrives to collect but he had the paper work for only one table. This is ridiculous - I mean it is just beyond comprehension d how they treat their customers. What a shame for Zara, dreadful customer service, they called us liars, they even went as far as blaming us, they hang up on us when asked for a supervisor, they dragged us true mud and dust. Shame on you ... I always shopped at Zara but this will change and I make sure none of my friends will ever. Very very dissatisfied and disappointed with Zara.”

Helpful Report

Posted 4 years ago

“Went to pick up my click and collect order yesterday, was given someone else's which I handed back, after a lot of faffing about they finally decide to scan the code on my phone which they should have done in the first place, I'm then told my order has been picked up, not by me that's for sure and only I have the info to pick it up, they phone customer services leaving me outside the store in the freezing cold for over half an hour before telling there's nothing they can do about it, I leave empty handed annoyed and frozen to the bone, customer services wasn't much help, communication between them and the store non existent with me having to chase them both up today, store said they couldn't phone customer services as they didn't have all my info despite me giving it to them the previous day, still no word this afternoon then get a phone call from the store sadly not about my missing order, this time they have muddled up my personal details with those of a perspective employee and were ringing to say if I bring in my documentation I can start work immediately, seriously the level of incompetence is astounding, the store involved is Regent St Cambridge”

Helpful Report

Posted 4 years ago

“I had a horrible experience at Zara I totally understand not letting us try on cloths in the fitting room due to COVID-19 I purchase pants which did not fit my body type well Unfortunately I lost my receipt They would Not exchange for a different item They said I could ONLY get the Same item I ask the manager but not Help I called the customer service number wouldn’t help I WILL NEVER SHOP AT ZARA AGAIN I only wanted to buy another item in the store Doesn’t seem too much to ask Especially after spending over $300.00 And it exchange was $22.00”

Helpful Report

Posted 4 years ago

“I ordered a jacket and they somehow managed to lose it in the mail 6 times and instead of fixing their mistake and using the email it was winder to figure out the correct address they continued to send it back and forth through the mail. For two months might I add. Horrifying costumer service just know that you are gambling actually reviewing your package.”

Helpful Report

Posted 4 years ago

“They don't honor their return policy.”

Helpful Report

Posted 4 years ago

“Worst experience of on-line shopping ever. Zara have taken my money for a jacket but no jacket received. l want my money back. Customer Service is so bad and you go around in circles and they ask you the same questions and you get nowhere with them. Please don't order with this company.”

Helpful Report

Posted 4 years ago

“I wouldn’t even give one star if there was an option brought a t shirt from Spain and when I got home the print peeled off it and when i arrived home in the uk they said I could only return it Zara in Spain and suggested taking it back there ! Customer service online are useless”

Helpful Report

Posted 4 years ago

“Terrible online service. After 11 days my order is still in the headquarters..and still they can not provide an arrival date?!! Every single time that I request an answer they say they will let me know once the order is sent and, like this, the days go by”

Helpful Report

Posted 4 years ago

“I actually loved Zara o der very frequently and never usually have a problem But I recently ordered online before level 5 restrictions. I needed to return my items but I don't have a printer I got onto the Zara what's app to be assisted at first seemed helpful telling me an post would print my label off to return as I don't have a printer all libarys are closed where I would usually go . Went back to Zara explaining an post said they couldn't they assisted go to another an post that they should print of label. I went again today they said they could print of label if Zara sent it to an post. Got back onto Zara today literally no help said go to a neighbour I ordered off them last week I said could they arrange to out my return labels in that no. Then I said shops are open on 1st of December could I just get a refund but still no said I was outside the 30 days even though shops are closed . Will not be spending any more money here and will be spreading the word to family and friends.”

Helpful Report

Posted 4 years ago

Zara is rated 2.6 based on 961 reviews