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

“I bought a item online 16th Jan, then cancelled the order, as they were taking too long to dispatch. They took the money from my account and two weeks later and several emails, still no refund. They stated that the money wouldn't be taken from my account until item was dispatch, but my credit card statement disagrees. I have just placed a formal complaint with Fair Trading as I believe that this is fraudulent behavior and needs to be scrutinized by authorities”

Helpful Report

Posted 4 years ago

“Items out of stock but still state in stock on the website. However you can never purchase. How annoying is that”

Helpful Report

Posted 4 years ago

“One star is too much, I ordered a gilet on the 10.01.21 and received a dress instead. Upon receiving the wrong item, I rang customer services to which they sent me a return label for the dress and said that they would send the replacement, which I got an email for saying it was on its way on the 15.01.21. 2 weeks later, after giving it some time to arrive, I still haven’t received the item so I rang customer services to which the first woman put the phone down on me after asking for my details, and the second informed me that an exchange hasn’t even been put through! Baring in mind when I rang the first time, the woman on the phone said that an exchange had been put through and I would receive the item if I sent the wrong one back, which is exactly what I did, and messaged them on WhatsApp with the proof of return, just like the woman told me to. Now, 2 weeks later, the item is out of stock so I can’t receive it anyway, I’ve now had to ask for a refund which will take another 2 weeks to go into my account. Throughout all this, I haven’t been offered any type of compensation or discount for my troubles as it is no fault of my own, but Zara’s. I’m absolutely disgusted at the customer service and the communication within Zara, it’s like the place is run by monkeys! I will never order from Zara again and I will tell absolutely everyone about my experience because they don’t even deserve the custom. Appalled.”

Helpful Report

Posted 4 years ago

“COMPLAINT COMPLAINT COMPLAINT 2 points: 1. Gift Cards 2. Customer service agent I tried to use gift vouchers after sources some items on the Zara website. However, there was a problem with one of them so I asked for help with a webchat agent. She wanted to know what the error message said, I copied and pasted the message, but this wasn’t enough she couldn’t deal with my query until I sent her a screen shot. I found this quite difficult to do but eventually managed to do to. I receive an email requesting to call them (no contact number on the NO REPLY email). I called them to be told the voucher had expired. I was told by a scripted agent this is our policy and nothing could be done about it. I asked are there no exceptional circumstances considering we are in the middle of a pandemic. Again, scripted response. I asked to speak to a manager, but of course there was no one around. He said he would escalate my complaint. I received another email requesting to contact them, so I did. This time I spoke to a guy called ERIC (I called on Friday 22nd January @ 9.47am if you would like to listen the conversation), he again gave the same scripted response, also saying I could use used my voucher on the website. I told him love the shop, loathe the website. Why would display a jacket on a model’s head or have a model scrunched up on a chair. The photograph’s do not give a good image of the clothes. I asked for an email for head office or someone senior which he did not give to me. He was very rude with a don’t care (ERIC) and whilst I was still talking, he put the phone down on me. Can you believe it? Tried to call head office, the number rings for 4 minutes then it cuts off. Tried this several times same thing just cut off. WE ARE IN THE MIDDLE OF A GLOBAL PANDEMIC; I have not been to clothes shop for almost a year. I have been very careful and abided by all the government rules in not making unnecessary trips to unessential shops. To sum up I have never come across such rude and patronising customer service agents than the people who work for Zara. The company are thieves who have stolen my money which was a gift from a friend. A gift card is bought with cash therefore it should be a cash gift card, like money with no expiry date. I am appalled by the level of care for such a big company and will not be shopping with them ever again and will advise anyone to the same.”

Helpful Report

Posted 4 years ago

“COMPLAINT COMPLAINT COMPLAINT 2 points: 1. Gift Cards 2. Customer service agent I tried to use gift vouchers after sources some items on the Zara website. However, there was a problem with one of them so I asked for help with a webchat agent. She wanted to know what the error message said, I copied and pasted the message, but this wasn’t enough she couldn’t deal with my query until I sent her a screen shot. I found this quite difficult to do but eventually managed to do to. I receive an email requesting to call them (no contact number on the NO REPLY email). I called them to be told the voucher had expired. I was told by a scripted agent this is our policy and nothing could be done about it. I asked are there no exceptional circumstances considering we are in the middle of a pandemic. Again, scripted response. I asked to speak to a manager, but of course there was no one around. He said he would escalate my complaint. I received another email requesting to contact them, so I did. This time I spoke to a guy called ERIC (I called on Friday 22nd January @ 9.47am if you would like to listen the conversation), he again gave the same scripted response, also saying I could use used my voucher on the website. I told him love the shop, loathe the website. Why would display a jacket on a model’s head or have a model scrunched up on a chair. The photograph’s do not give a good image of the clothes. I asked for an email for head office or someone senior which he did not give to me. He was very rude with a don’t care (ERIC) and whilst I was still talking, he put the phone down on me. Can you believe it? Tried to call head office, the number rings for 4 minutes then it cuts off. Tried this several times same thing just cut off. WE ARE IN THE MIDDLE OF A GLOBAL PANDEMIC; I have not been to clothes shop for almost a year. I have been very careful and abided by all the government rules in not making unnecessary trips to unessential shops. To sum up I have never come across such rude and patronising customer service agents than the people who work for Zara. The company are thieves who have stolen my money which was a gift from a friend. A gift card is bought with cash therefore it should be a cash gift card, like money with no expiry date. I am appalled by the level of care for such a big company and will not be shopping with them ever again and will advise anyone to the same.”

Helpful Report

Posted 4 years ago

“Zara USA has demonstrated complete incompetence in their service department. On 11/30/20 I purchased six items that totaled about $300.00. During the purchase the Sales representative experienced a charge error on the regular system so Alex (the sales rep) rung me up on an external sales processing device referred to as the Hypercom or FD 130. Moreover, due to their fitting policy regarding the Covid pandemic at the Santa Monica, CA location on the promenade, customers now have to purchase the clothing items to try them on outside of the store since the fitting rooms are now closed. This causes a monstrosity of chaos for the store and customers. The lines are long due to people intending to return items constantly throughout the day and the sales representatives seem to be overworked from the influx of additional activity, hence, my current dilemma. Back to the story at hand, after my purchase I went to a nearby department store to try the items on and I wasn't satisfied. I returned my items and received the refund receipt but after several days I noticed in my bank account the refund never occurred. I contacted bank for due diligence I was told the merchant has not issued a refund and there wasn't one pending. This escalated into several conservations with the Zara USA service team. I spoke to in store managers, the General Manager, the service representatives who caused the issue, several online & over the phone corporate service representatives and even a regional manager named Rodrigo was contacted and I still have not received a refund nor a proper response when and how this will be resolved. It has been nearly two months now. The in store manager, Eric was honest enough to tell me after a very livid conversation it was completely their fault. The sales representative never refunded me from the FD 130 system. The representative had only communicated to the regular sales system to process a refund that printed the receipt but my card was never charged there so it could not issue a refund so again, it was charged to the external system only and the refund was not processed there. Therefore, they have not refunded me nor complied to following up to provide a proper resolution. I have asked for cash, refund to the card, double store credit and even picking new items that total my amount spent. Each time I have not only been denied but ridiculed and belittled. I do not recommend this store as it violates not only national & international consumer laws but the pompous attitudes from the staff members are devious and lacksadasical in efforts of thinking critically to be truthful and supportive of their clients. I am highly disappointed as I have invested thousands of dollars in wardrobe from this brand and even over a thousand in November 2020 alone. I simply want an immediate refund and a formal apology that elaborates on their irresponsibility as a company and that particular franchise location. Please do not support this brand; its seems to be an over priced fabric house, nesting to entrap honest hardworking citizens for their earnings through malpractice.”

Helpful Report

Posted 4 years ago

“Zara is a great shop and deserves better reviews, although expensive, great quality and amazing customer service.”

Helpful Report

Posted 4 years ago

“Return policy extremely strict and not considering holidays/Christmas time. And COVID TIMES that people need to be shelter in place/quarantine. which is not humane at all. UPS not delivered according to what it's said on the delivered time. ZARA refused to accept the return. Won't shop there any more. Be aware everyone. Customer service SUCKS!!! WANNA GIVE ZERO STAR”

Helpful Report

Posted 4 years ago

“Appalling customer service, lack of duty of care. Order number 52289308122. Still awaiting a refund since 02/12/2020. No explanation was given confirming what's the delay. No one takes ownership of the situation and in ensuring this was resolved promptly. I have to wait for another 10-14 workdays for the refund to be processed again. Ridiculous. Won't be shopping with Zara again.”

Helpful Report

Posted 4 years ago

“I was promised my order and I have yet to receive it. This company has the worst customer service and cares nothing about service and quality!!!”

Helpful Report

Posted 4 years ago

“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

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 33%
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

Zara Reviews