Zara Reviews

2.6 Rating 974 Reviews

41 %

of reviewers recommend Zara

Company Reviews

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Metrics

2.6

Based on 974 reviews

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

Visit Website

Location:

53-54 Long Acre
London
WC2E 9JR

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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

“Terrible return policy. Unable to return unworn items with all tags intact via online store. Buyers beware!”

Helpful Report

Posted 5 years ago

“Terrible. Bought my child shoes which came apart within a week. Sent it to customer services, they said it’s wear and tear(within 1 week!!!!!) poor quality, customer advisor wasn’t willing to help me, said there’s no one i can speak to, nothing i can do and nothing they can do. Really poor. I’ve spend hundreds of pounds with Zara over the last few months, think I’ll take my money elsewhere from now on....”

Helpful Report

Posted 5 years ago

“Bought my first ever item online from Zara, wore it twice and on the first wash the colour faded on one side of the garment despite the fact that it was washed in line with the instructions. I was accused of spilling something on the shoulder and they refused to let me send it back instead insisting that I return it to a store (120 mile round trip), the cost of which would have been more than the cost of the garment in the first place. I will NEVER shop with Zara again, their customer service is absolutely appalling.”

Helpful Report

Posted 5 years ago

“This review is based solely on customer service via phone: Save yourself the frustration and don't bother calling the Troy, MI Zara because answering the phone appears to be optional. Last Friday, I went to the store and spoke to the manager about this and she gave me the unimaginative, rote response "¯\_(ツ)_/¯ We get really busy sometimes and it's hard to get to the phones." Duuuh!!!, that's understandable for any business, but this location takes it to the next level. It's unfortunate because they are the only location in the state and when I need to resolve an issue I have to either call Zara outside of MI or drive to the store. This location is a struggle. #iwishididntknowhowthatfeels🙄”

Helpful Report

Posted 5 years ago

“Absolute joke. Refused to refund for an item and just kept asking for my address to which to return the item. They advised the item was unsellable but there was nothing wrong with the item when received by me, other than I disliked it. Webchat operative couldn't care less and did nothing that came anywhere near to 'customer care'. I would have awarded zero stars but had to give one star to be able to write review!!!! Any comments Zara?”

Helpful Report

Posted 5 years ago

“Awful customer services and have refused a refund and lied as to why, cannot believe a company as big as this can have such poor customer service”

Helpful Report

Posted 5 years ago

“Truly the worst customer services from any high street retailer! I have never experienced such rudeness, ignorance and unprofessional manners from staff and management in the York store who put customers in a terrible situation on the shop floor initiating an argument in front of other customers with their negative tone and body language. Basically accusing customers of lying and unwilling to listen to any complaints. Every experience so far has shown a terrible standard of goodwill with little regards for its established customers who spend thousands of pounds in the store which pays the wages of employees! Staff laugh in your face and call you rude. When you try to complain managers snigger and you feel like you are wasting your breathe. I am an honest middle aged lady who should not have to endure such experiences. My daughters work for another large well known high street retailer and if they spoke to their customers like zara staff do they would loose their jobs instantly! I WILL NEVER SHOP IN YORK STORE AGAIN These people need sufficient training on politeness and standards of etiquette before being employed to work with nice customers who do not go shopping to be insulted. I would like a response from zara. They deserve a no star rating”

Helpful Report

Posted 5 years ago

“No direct email address to forward a complaint. Offer 24/7 chat line, no ones there to chat too. Nightmare to return item, there process doesn’t work. I’ve posted photos on live chat, no one has been in touch. The item I ordered was a gift. I couldn’t recommend Zara to anyone. My experience has been dreadful”

Helpful Report

Posted 5 years ago

“I queued for 40 mins to return an item .. this was Westfield Stratford. The girls couldn't have worked any slower.. I m sure this looked deliberate chatting to each other also . Ridiculous that there is not someone behind the tills re tagging and putting on hangers..only 3 tills open despite the queue.. and nobody waiting to pay downstairs .. absolutely ridiculous. Very poor customer service 😡”

Helpful Report

Posted 5 years ago

“I love Zara itself and shop there regularly (although it's never a nice experience - messy with huge queues, but I do it anyway as I like the clothes!). An item I tried to buy instore wasn't in stock in my size so I ordered online with next day delivery. I've now been waiting 6 days for my order and whilst I understand this is a fault with Hermes I just called customer services and the guy on the phone sounded like he was having the worst day of his life! Even the automated message to hold the line was a girl with the most depressing dreary voice. Zara need to start thinking about who they want answering their phones, it's not hard to sound happy, helpful and polite!”

Helpful Report

Posted 5 years ago

“Would give 0 stars. I had fraudulent transaction from Zara on my bank account. I contacted them immediately and 6 days later they shipped the item to the thief and charged me, refusing to credit my account. I have never shopped Zara and never ever ever will. Why would anyone? Zara has some of the worst reviews of any company consistently. This company hides behind their rude customer service that does not rectify the issues. Greed is the word. Yes greed”

Helpful Report

Posted 5 years ago

“Horrible customer service Horrible customer service - I already stop going shops for years. The attitude to customers is horrible - I actually once questioned- why they hiring people who don’t want to work with customers- those people are rude and very unhelpful . I decide to do at least online shopping - that’s was a big mistake. I didn’t receive my parcel for past 4 days - I called them every - we will keep you updated - I didn’t receive any updated so fare . This is last time I will shop in online as well . I believe the owners of Zara have no idea - what kind of people are hired and what they are doing with customer. Go ahead avoid customers - and soon you will loose your company - and actually I wish this will happen soon.”

Helpful Report

Posted 5 years ago

“Horrible queues. Unhelpful staff”

Helpful Report

Posted 5 years ago

“The Zara website is one of the most poorly designed online shopping websites for consumer use. It looks great, almost like a magazine so it has that sophisticated fashionable brand look, however, for everyday users, it is a nightmare to use. Everyone I know has the same issues. I love their clothes but I rarely shop online for things as the layout does not allow you to search through a range of products quickly and efficiently. I do like the fact that you can search the stocks of each store for specific pieces. Overall, whilst the website is nice to look at, it is not the most pleasant site to use.”

Helpful Report

Posted 5 years ago

“Outstanding service , very fast delivery , highly recommend”

Helpful Report

Posted 5 years ago

“Absolutely amazing service - probably one of the best o line deliveries I've ever had. I got FREE next day delivery which came at 9am in a lovely box with NO plastic and everything handfolded. Really nice shopping experience and I love Zara's dedication to the environment.”

Helpful Report

Posted 5 years ago

“Would give zero stars if it was possible to. Truly the worst customer services of any high street retailer. Perhaps not a concern until you actually need assistance, but every experience so far has shown a really terrible standard of goodwill with little regard for its established customer base. Definitely recommend shopping at H&M, ASOS or Arket or Stories as they really seem to respect and support the customer. Given the increasing lack of quality of many of their lines and their unwillingness to support reasonable customer returns, my advice would be to show caution shopping here and try other retailers”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“I am disgusted at how I was treated at the store when I was returning an item I had ordered on line brand new with tag on, I had no invoice as the item did not come with one but I had several txt messages with order number on however this was not good enough!!!! Which is a JOKE!!!!! I then had to ask for manger an then also demand security as the manger was a disgrace an had no respect for me what so ever!!!!! I then had to reset password to log in to email to then finally find email with bar code on which seems to b the only thing the manger was happy to accept !!!! If the so called millionaire who owns Zara could send a invoice out with the order then it would of been easier!!!! Money grabbing NOBHEAD!!!”

Helpful Report

Posted 5 years ago

“Wish i read these reviews before ordering. I ordered a white dress (this was very nice) but arrived with a lipstick stain. I called costumer service straight away and was told to send photos via WhatsApp (I don`t have this). Afterwards I was given an email and i send 2 photos (one close up and one clearly showing the item with tag on). I asked to return this but that was not possible?. I was given a case reference. After 2 days i still have heard nothing. So i called them again, and was told i "might" get a call tomorrow or it "might" be on Monday and it's still under review IF the item is faulty or not? I am really disappointed by this process and it was them who send me a stained dress. I also checked online and now the item is no longer in stock! I am leaving abroad soon and wanted to resolve this quick. I simply will NEVER order from them again!”

Helpful Report

Posted 5 years ago

Zara is rated 2.6 based on 974 reviews