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

“My daughter's grandmother had kindly bought her some new clothes for the summer and some of them didn't fit or she didn't like them. I found a pair of shorts in store which were exactly the same but one size bigger but they refused to exchange them. It was obvious the T shirts were new (they admitted they were new stock) but wouldn't exchange them as I hadn't got the receipt. They also refused to acknowledge that I had to queue outside the shop to get in and then had a long queue for the til. Granny is now away for the summer so all the new clothes which were unwanted will have to go to waste. Appalling customer service and lack of flexibility. The manager lacked any humanity and was extremely short tempered and rather rude.”

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Posted 4 years ago

“The quality of Zara clothing is appalling. I have recently had to return three items to Zara immediately after purchase because of fraying, holes and bleach stains on their brand new clothes. Last summer I spent €50 on a cardigan which was riddled with holes after a handful of wears. Their overpriced products give the illusion of being high quality but are actually trash. This is a shame because they have great designs, but they don’t last and aren’t worth the money you pay (also not sustainable or eco-friendly). I recommend steering well clear of this brand.”

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Posted 4 years ago

“Absolutely gobsmacked with (the lack of) customer service! I have placed 3 online orders within less than 24hrs being the last order an item under £50 because it was unavailable at the time I placed the first 2 orders. I contacted customer service asking if I could receive them all at the same time to reduce carbon footprint which they said it isn’t possible (Zara not being very eco friendly at this point). I also asked if I could have a refund of the delivery fee (£3.95) from the last order since I spent over £150 total in less than 1 day. The answer was, once again, a no. Not only that, I suggested I could have the money onto a gift card (for future purchases) and their answer was a no. I asked for an email address where I could send a formal complaint and Carl (the customer service agent I spoke with) said they don’t have an email address for that! I honestly don’t understand why they have a department called customer service when it is clear there is nothing they can do for their customers.”

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Posted 4 years ago

“Absolutely gobsmacked with (the lack of) customer service! I have placed 3 online orders within less than 24hrs being the last order an item under £50 because it was unavailable at the time I placed the first 2 orders. I contacted customer service asking if I could receive them all at the same time to reduce carbon footprint which they said it isn’t possible (Zara not being very eco friendly at this point). I also asked if I could have a refund of the delivery fee (£3.95) from the last order since I spent over £150 total in less than 1 day. The answer was, once again, a no. Not only that, I suggested I could have the money onto a gift card (for future purchases) and their answer was a no. I asked for an email address where I could send a formal complaint and Carl (the customer service agent I spoke with) said they don’t have an email address for that! I honestly don’t understand why they have a department called customer service when it is clear there is nothing they can do for their customers.”

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Posted 4 years ago

“They delivery takes time I hope they can improve on that, however their online site is usless, for the first time I visited the store I managed to get everything on sale I wanted which was not online, during a pandemic why can’t you make everything available online,? Really don’t understand”

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Posted 4 years ago

“They will not deliver the item for weeks ..it will always be in preparing status .. seems like the start making the cloth after your order... after so many days you will realise u will not get the product when u wanted to use it. then only option to cancel the order. And you have to wait for weeks to get your money back.”

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Posted 4 years ago

“Great quality but also expensive.”

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Posted 4 years ago

“Very very disappointed with their customer service, been having issues with receiving my order three times now, error was on their system and nothing to do with me, my parcels got sent back to them without any proper explanation and reasoning, my problem never resolved and no option given. Non-existent customer service gets a BIG 0 from me. Never ordering again from Zara.”

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Posted 4 years ago

“My returned item was lost in transit. I have the receipt to prove it was posted. I contacted Zara who are refusing to refund unless it turns up in their warehouse. I am out of pocket due to the couriers they decide to use.”

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Posted 4 years ago

“BEWARE OF ZARA NEW FRAUD SCHEMES!! NOW WHEN YOU BUY FROM ZARA, YOU MIGHT NOT BE ABLE TO RETURN ANYTHING, BECAUSE THE BUSINESS IS FACING FINANCIAL CRISIS. ITS A SHAME THAT THIS BUSINESS DOESN'T CARE ABOUT ITS CUSTOMERS BUT ITSELF ANYMORE, THEY ARE LOOKI G FOR EVERY POSSIBLE WAY TO MAKE RETURN IMPOSSIBLE BECAUSE OF THE BUSINESS FINANCIAL STATE. KNOWING MY SIZE, I BOUGHT LOADS OF CLOTHINGS FROM THE STORE AND BECAUSE I DIDNT HAVE PLANS OF RETURNING, I MISPLACED THE RECEIPT. THE SIZES OF THE JEANS WERE WRONG AND I TOOK THEM BACK TO THE STORE A DAY AFTER AND THE REFUSED TAKING THEM BACK EVEN AFTER PRESENTING THE BANK STATEMENT, THEY REFUSE REPRINTING THE RECEIPT FROM THE SYSTEM. SAYING THEY DO NOT DO THAT ANYMORE, I CALLED CUSTOMER SERVICE AND THEY SAID THE SAME THING, THAT THEY CAN NOT REPRINT RECEIPT NOW OR DO ANYTHING ABOUT IT, THAT IF THE CLOTHS DO NO FIT , I CAN GIVE IT TO CHARITY OR THROW THEM AWAY!!!. THE BUSINESS HAS IMPLEMENTED NEW POLICIES TO SAVE THEM MONEY REGARDLESS OF CUSTOMERS SATISFACTION AND THIS IS JUST ONE OUT OF MANY THEY HAVE IMPLEMENTED TO MAKE RETURNS IMPOSSIBLE.. AND ALSO SAID THEY DO NOT CARE IF I LEAVE I BAD REVIEW , THEY ARE NOT GONNA DO ANYTHING ABOUT IT. A WORD IS ENOUGH FOR THE WISE!!!”

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Posted 4 years ago

“Okay. The WORST experience I had with online shopping. I ordered a $79 jacket. On Tuesday June 6th I checked the status of my package. And it showed DELIVERED. At the same second I ran to the lobby to check. (I was at home all day long). I didn’t got an email that it was delivered by the way. THERE WAS NO PACKAGE. I decided to call Zara and.. I saw all the one star reviews with the same problem. I am screwed. I understood at that moment that none will give me my money back. This is the worst experience I had, as I mentioned. I tried to call Zara, none pick up the phone. So, long story short. Someone stole my package. Nice, Thanks There is no camera right near my door, but there is specific place in the lobby with cameras where all the packages are stock. The delivery guy of course left the package near my door so I can’t even see who took my goddamn package. Anyways, thank you for so many lessons, dear Zara.”

Helpful Report

Posted 4 years ago

“Okay. The WORST experience I had with online shopping. I ordered a $79 jacket. On Tuesday June 6th I checked the status of my package. And it showed DELIVERED. At the same second I ran to the lobby to check. (I was at home all day long). I didn’t got an email that it was delivered by the way. THERE WAS NO PACKAGE. I decided to call Zara and.. I saw all the one star reviews with the same problem. I am screwed. I understood at that moment that none will give me my money back. This is the worst experience I had, as I mentioned. I tried to call Zara, none pick up the phone. So, long story short. Someone stole my package. Nice, Thanks There is no camera right near my door, but there is specific place in the lobby with cameras where all the packages are stock. The delivery guy of course left the package near my door so I can’t even see who took my goddamn package. Anyways, thank you for so many lessons, dear Zara.”

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Posted 4 years ago

“Items ordered 4 weeks ago. Still not arrived. Thought it was courier company but they’ve managed to deliver on time for every other shop. Will never order from Zara again.”

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Posted 4 years ago

“Along with Maison du Monde, Zara, much to my surprise, have been my poorest retail service experience in terms of delivery and returns. An absolute mess if you are forced to return items - and customer services are, bar one sweet girl, very rude. Should be called customer disservice! And I do not want to communicate with Zara via Facebook or Twitter - ever!”

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Posted 4 years ago

“I am addicted to Zara but their returns service is dreadful - as is their appointed carrier. Never again will I purchase on-line from Zara!”

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Posted 4 years ago

“First experience ordering from Zara. I will never order from this company again - the customer service is the worst I have ever experienced. Online chat discourteous and a waste of time, impossible to get through to anyone in Customer Services and it is impossible to submit a complaint. Just awful.”

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Posted 4 years ago

“Worst service ever . Never buy from this shop again. So disappointed, got damaged item no response while trying to contact them. Never recommend this awful shop”

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Posted 4 years ago

“Have purchased many items over many years. Always beautifully rapped. Delivered on time and returns are easy to navigate. Will always shop at Zara online Thank you for your good service”

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Posted 4 years ago

“Ordered perfume 14 April 2020 which arrived in good time, however the problem was that one bottle was leaking perfume all over the Inside of the parcel and so I returned the lot. All within the 30 days return policy. All good-or so I thought-...I had a message 2 days ago to contact customer services regarding my order so I tried. Online chat assistant ‘disappeared’ followed shortly by the whole chat. WhatsApp not much better but they told me they were refusing my return-no reason given just that apparently it was refused and I would receive it back. I refused and said I wanted my money back as the delivery was faulty. I was told if I had any more questions to contact...you guessed it...costumer services. They seem to be fairly non existent when you do actually need them. As I paid via PayPal I opened a case but I’m not overly hopeful about being refunded sadly. I would avoid ordering online from this company (Zara uk) based on my own experience.”

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Posted 4 years ago

“The pants were lovely but too small, the issue is returning them. The don't include a returns label using the 'SAVING green energy' excuse. My daughter remarked that's pathetic; the electricity and man hours used to obtain a returns label is immense. PUT IT IN THE PARCEL”

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