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

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“Absolutely appalling customer service.!!! After numerous phone calls to speak to an advisor I eventually got one who was quite abrupt,unhelpful and felt like she was reading from a script.!!! Never again will I shop at this store.! Beyond belief, Beware... No after care service at all.!!!!”

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Posted 6 years ago

“Zara is heading for disaster sadly. Had the WORST customer service from them after they failed to deliver part of my order. And they failed to provide me with a reasonable excuse. After chasing finally I’m getting my refund in 14 days.”

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Posted 6 years ago

“Still not over the fact that couldn’t exchange my pant and no manager or customer service line was unable to help”

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Posted 6 years ago

“Item ordered 26.9, next day delivery. Still not arrived, I keep on being told it is under review. I can’t get a refund. I have never had such terrible service, ever.”

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Posted 6 years ago

“Had the WORST customer service from them after THEY failed to deliver all my garments. And they are failing to provide me with a resolution in a timely manner. I ordered 43 items from zara. The courier arrived to my house on about the 26th September, and said he couldnt carry the boxes upstairs as they were so heavy so I had to go downstairs and collect them- they werent that heavy if I might add I carried them as a 5ft3 woman. There were 2 boxes- a large box and a smaller box on top. Also, he didn't make me sign for anything. When I got upstairs to my flat I realised the larger box was open and many items were missing- I immediately contacted Zara and reported this to them. They said they contacted the courier company twice and said the courier delivered the boxes and didn't know of any incidents and that I had signed for the boxes- this is false I had not signed for anything (zara sent me a picture of a signature that was not mine and i did not recognise), so rejected my claim. I disputed this further, as I sent pictures of the box how I received them. The sales advisor I spoke to asked why I didnt refuse to accept the delivery as it was damaged, and I told her I didn't realise that the larger box was open until I got upstairs as there was another smaller box on top of it. I have called zara in excess of 5 times and my query still has not been dealt with- I keep getting fobbed off and am I'll have an update in 1-2 days and I never hear back from them, I am the person who has to do the chasing. I then queried this issue about 4 or 5 more times on the phone and using the zara chat, and on Monday 22nd October on the chat i was told I would be receiving a refund in the next 7 days. I then received a call on Wednesday 24th October stating that the warehouse had refused to take ownership of my missing items and could not accept the claim. I said that this was unacceptable, as I had received half an order but had had the full payment amount taken so what would be done next. I was then told this would be escalated to another team (something I had been told about 5 times prior). I am unhappy with this as it seems there is no correlation between any of the zara teams- why would one team be telling me im receiving a refund but then the phone team was telling me my claim wasnt accepted? This whole thing has been a shambles on zaras part and I am seriously considering not shopping there anymore due to the poor and untimely interactions I've had with teams across the zara board, as well as the sheer unwillingness to locate my items or provide me with alternative options- it seems zara is washing their hands of me as they cannot find the items I did not receive and want to keep my money. If this is how they treat their customers I would prefer they return my money and keep their items.”

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Posted 6 years ago

“Bloody queues at tills - so sloooooooow”

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Posted 6 years ago

“First time shopping here, two of the jumpers I bought are falling apart only worn once.”

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Posted 6 years ago

“.Terrible customer service . Needed to a return an online un-worn faulty dress ( bought 7 days ago ) and they would not exchange it unless I travelled 40 minutes to my nearest store to exchange it ! Customer services manager was meant to call me back to sort out problem within 24 - 48 hours and 3 days later , still no phone call despite a 2nd call. staff at customer services are like robots and totally unhelpful !”

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Posted 6 years ago

“Ordered a Navy Tote bag for my wife, lovely bag for the price and well packaged swift delivery!”

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Posted 6 years ago

“The shop assistant was so helpful and ordered me the dress I was looking for to come the very next day.”

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Posted 6 years ago

“Beyond bad! Would rate them -100 if I could. Ordered from Zara online twice: The first time they shipped it almost three weeks after I placed the order, but the real charmer was the second time, when the package didn't arrive and they refused to do anything about it for days. First they said they'll refund me, but since I never got any email confirming that I contacted them again, and oh! behold - turns out they weren't going to refund me and they wanted to "inquire" the "matter". Then no one reached out to me for 4 days and then they said they sent it again. No tracking number, no courier details, nothing. When I insisted, they just gave me the tracking number of the package that got lost.. I really don't know what to do if this one doesn't arrive. Just lost over $100 and a lot of time on the chat and phone with them. REALLY, SERIOUSLY bad customer service. What's the point in making customers feeling like criminals? as if all people do is buy dresses and then lie about it. Shameful and completely wrong, especially for such a large brand.”

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Posted 6 years ago

“Ordered over £100 worth of clothes. Received an email from Paack asking when I would like it delivered, I chose between 09.00 and 17.00. I was sent a tracking number. I arranged to be at home and waited in. Every now and then I'd check the satellite image; at one point the Z marker was only 2 streets away from my home, then it travelled in the opposite direction. At 15.28 I received an email saying "We tried to deliver your order but unfortunately we couldn't reach you", which is simply NOT true. I was in. They did not attempt delivery. On the satellite map they were nowhere near. I guess the driver gets a penalty for not making a delivery so it is better to pretend they attempted to delivery than to admit they didn't. Anyway, contacted Zara - apparently they can only contact Paak by email. Unsurprisingly the satellite option is no longer available. I have no idea where the clothes are. Really shocking service. If I had read all the terrible reviews online I would never have bought from Zara and I will NEVER use a company that delivers with Paak again.”

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Posted 6 years ago

“NEVER BUY ON LINE FROM ZARA! A week before my holiday departureI bought my holiday clothes on line. So far so good it was a Saturday and on line they said that they would deliver on Monday. On Sunday they sent and email asking if I wanted day or evening delivery on Monday - then they sent an email with the courier's tracking number, it did not work. On Monday there was no sign of courier or the goods. On Tuesday evening Zara customers services said they too had a problem with the courier's tracking number too - that they would email them but it would take 24-48 hours to get an answer, Zara personnel did not seem to have any authority beyond sending a 'where is it' email to chase up the couriers - it all felt very hopeless. The Zara personnel said they would respond when they had a reply from the delivery company - they did not do so. On Thursday I get a message from the courier to say that they tried to deliver which I think is unlikely as we have porters here 24/7. So later on Thursday evening I call Zara customer services again to be told what I can already see on my screen and that is that the delivery will be made some time between 10am and 10pm on Friday. So Zara expect their clients to wait in for 12 hours for a delivery from a courier that ignores the instruction to leave with porters of our block if there is no-one home. So now I am spitting because I am going on holiday on Saturday morning and I don't have the clothes, so as Zara customer services to cancel the order and refund the money as we are within the 14 days - but no the Zara phone answerer does not have the authority to do this but they can get a call back within 48 hours from a manager. So now I am looking down the barrel of going on holiday with no clothes because a) I have no confidence Zara's courier will deliver tomorrow and b) I can't get a refund in time to go and get some clothes tomorrow because the call back time is 48 hours.”

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Posted 6 years ago

“so many messages but no response from your customer service. This is how you treat your customers? Hopeless customer service”

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Posted 6 years ago

“Everything were excellent”

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Posted 6 years ago

“This was my first time ordering online with Zara. I wanted to get a new leather bag for the gym. I paid for the next day with a two hour slot. I waited and waited. I started to watch the driver icon on the app. When he was an hour and half late he was ages away but never stopped dropping off things in the most exspensive parts of North London. I took snaps of the places on google maps and was surprised how beautiful these places were. It seems my money was not good enough. I watched and felt disgusted each time it stopped to deliver. I had waited in over 11 hours now. and paid to avoid this! Two hours late. At this point I felt sick because I had watched the driver stop at all these places and I tried to contact Zara online for their ‘ 24 hour’ chat three times. No answer! You can see my state of mind as at 2 hours and 20 mins, I took my bins out and knew by the app he would be here soon. He pulled up in his car and seemed grateful that I was outside to meet him and do the extra work for him. No apology! I took the product and felt like s***. I opened it but the excitement was gone as I looked blankly at the new bag on my freshly cleaned laminate flooring. I put it back in the box for sending back. I’ll use a shopping tote bag for the gym this week. I just have to get back. I’ll find a better bag somewhere else and feel proud to have it! For me, nothing is good enough or cool enough to make me feel good about it, if I’ve had a nasty experience getting it! I’m not a sucker who will just keep anything because I’m addicted to it. Brands like this hope you won’t care. It’s like any bad relationship....it’s bye bye time. The bag is going back, I’m getting my body back and I’m done with them!”

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Posted 6 years ago

“Good communication about order, prompt delivery and packaged like a gift.”

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Posted 6 years ago

“deal with returns without question and with ease for customer”

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Posted 6 years ago

“Personnellement j'ai déjà fait plusieurs commandes chez eux les produits sont de bonne qualité il arrive à la date prévue et le retour où le remboursement peut se faire en magasin même si on a acheté sur le net ça je trouve que c'est génial”

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Posted 6 years ago

“Trying to confirm with the Cambridge store they have an item in stock as I am an hours drive away. Ringing and ringing - no answer - so I rang “Customer Service” to check I have the correct number, to be told they don’t have the store numbers. No directory. REALLY? Owing to appalling reviews there’s no way I’m ordering online, so it looks like they’ve lost yet another customer as I’m not wasting a long drive to find the item isn’t available.”

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Posted 6 years ago

Zara is rated 2.6 based on 961 reviews