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

“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”

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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.”

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Posted 5 years ago

“Outstanding service , very fast delivery , highly recommend”

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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.”

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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

“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

“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!!!”

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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!”

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Posted 5 years ago

“Ridiculous. Your staff went out of their way to tell me that I couldn’t refund because I was four days past cut off. Since they decided to go out of their way, I am certainly going out of mine to describe my frustration. I understand your policy but when they FINALLY decide to allow me to exchange the same pants because the size was too small (which I described to them from the beginning), they came back and apparently sold me the same size which I found out when the got home. This is a waste of my time and gas. In addition, I was told by their customer service staff that they found “no discrepancies” at their location even though I sent pictures of incorrect size. I manage a nearby hotel and I understand policies, however I also understand the importance of GOOD customer service. You can be sure I will redirect my thousands of customers that stay with me AWAY from your stores going forward.”

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Posted 5 years ago

“Had to complain about the attitude, rudeness and treatment of disabled patrons by the staff at Zara (Clothing Store) in Croydon. As of a week later I am still waiting for either a response by phone or email (as I was advised). Hollow apologies by customer services do not mean anything!!! Will not be shopping there again.”

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Posted 5 years ago

“The staff and manager at Solihull store are a disgrace. My daughter took a dress back but didn't have the receipt. The girl on the till, when asked if she could have a refund, stated" it depends who you are" then scanned the dress then refused a refund. The manager came along, looked my daughter up and down then stated" no refund" " Come back when you have found the receipt". When I called head office, I was told it is company policy not to give a refund without a receipt. " It states it clearly on the back of the receipt !!!" When I told them that not once did the store staff mention company policy, I was told I was mistaken. And they will have a quiet word with the staff about their attitude !!”

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Posted 5 years ago

“Sad to say although I love Zara and the clothing choices, I have repeatedly had the worst experiences shopping in Zara out of any other store. The only decent customer service from this chain I’ve received was in Paris. Two shirts I purchased shrunk after one wash - I followed the label exactly, I would never have tried to return my blouse if it had been my own fault. The shirt shrank to two sizes smaller and when I took it back to the store in Chester, the staff looked incredibly rudely at me, spoke in their own language to each other whilst looking at the top and and me, then called the manager whilst rolling her eyes. After this, the manager simply told me I had no chance for a refund and gave me a card for customer services, telling me “I haven’t got an example of another size so I can’t really tell if it did shrink” no other store would refuse a refund. I don’t know what the management do to the staff here but they have no work ethic and no manners. Manager was disgusting.”

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Posted 5 years ago

“No customer service whatsoever! They don’t care about their clients even if you shop with them regularly! A turn off!”

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Posted 5 years ago

“On the 31st of January, I went to the Kensington High Street branch to return a dress. Despite having the receipt, the sale assistant refused to give me a refund because the item number listed in my receipt differed from the number in the dress label, the first sale assistant who handled my purchase scanned the wrong number so the second assistant refused to help me but gave me a customer service number to contact. The following day I phoned the customer service number, obviously wrong! When, after some research, I found the right number, they asked me to email the photos of the dress, the label and the receipt which I punctually did. On the 6th of February, I phoned again, they told me that they contacted the Kensington High Street shop that same day (strange …). On the 13th of February, I emailed them again but no reply. On the 19th they sent me a computer-generated email saying that they were sorry “for the defect in the item”. After 20 days, they hadn’t even read my emails or bothered to understand the problem and they gave me the wrong reference ID! The only solution proposed was for me to send the item via recorded delivery. I replied that I would have made the effort to leave the dress in one of the branches but I was not prepared to waste even more time and money to send a recorded delivery. They emailed back with a third reference ID and “call the number below” there was not number on the page! I found the number and phoned today 4th of April only to waste 27 minutes on another useless phone call. I was put on hold twice while he “read my emails” and spoke to his “supervisor” twice, the solution? The same offered in the email on the 19th of March: I have to send it by recorded delivery, so wasting more time and money to solve a problem CREATED BY THEIR USELESS and INCOMPETENT EMPLOYEE and transformed into a draining nightmare by the APPALLING and DISGRACEFUL customer service. There are not words to describe my frustration and disgust for the awful treatment and the lack of respect! I’ll give the dress to charity but neither me or any of my friends or family will ever shop at Zara again!”

Helpful Report

Posted 5 years ago

“Worst customer service! Zara collected the returned items however they forgot to refund the money back to us, we called to follow up they said don't worry you will receive the refund within 10 days, what a blunder! instead of refunding they then in error re-sent out replacement items. We called customer services and asked to speak to the manager as it had been 18 days over due a refund back to us. They said manager is very busy, we said we are happy to wait on the line, the customer services agent Zoya then came back to us and said the manager will be a while he is on the other line, we said we really need to sort this out so we prefer to wait on the line. Kept us waiting for ages, then finally came back and said the manager will ring you back straight after as soon as he hangs up from the call he's on right now. So he will be couple of mins. We insisted that we really need this resolved as it has been 18 days. The manager never called back, so we decided to ring back and were told by customer services agent Jordan that there are no managers or supervisors available they have all gone home. We explained the situation that we were promised a call back, he response was like I said there are no managers on the floor they have all gone home and I mentioned that we are now recording this conversation. He hung up! Terrible service! then tried calling back and just could not get through.”

Helpful Report

Posted 5 years ago

“Bullying, humiliation and intimidation is the customer service that is promoted within your meadowhall store by Zara Management. There was no duty of care displayed from any of the staff. After trying to return a faulty item and speaking to Zara head office, receiving a case reference number for a full refund, the manager told us we were lying as head office would never do that, she called head office behind the till and came back saying the case reference wasn’t for a full refund. I called head office from my personal phone, gave the number to be told it says full refund, I told them the manager stated it didn’t and they asked me to pass the phone over to her, she refused to take the call. The managers manner and behaviour was very intimidating, speaking down to us with great disrespect. I’d like to remind the manager, not everyone works at Zara therefore you need to take some time to explain your policies and procedures, not try and show off in front of your friends at the till and call customers liars. This went on for about 15 minutes, the manager was very dismissive once I stated the consumer rights act, and kept asking other staff members to serve us without a solution. We were put in a very vulnerable position, my mum left the store in tears and hasn’t returned to meadowhall since this incident as she is extremely intimidated, threatened and anxious of how the manager tried to personally embarrass us in front of all the staff at the tills and about 15 customers queueing. A customer was put in a terrible and unprofessional situation due to the incompetence of the Zara management and Zara head office. Looking at the below reviews, the management at Zara represent a very unprofessional culture. I am not satisfied with this service or how it has been dealt with so far. I would like this escalating and a respond immediately.”

Helpful Report

Posted 5 years ago

“Zara does not care about customers. Staff are rude to the point of ignorant. This starts at the top so clearly no customer care training is given. Shame on you. I will have no loyalty to this brand so yes at the moment they have great clothes but one day someone better will come on the market and I will be off. Start by opening more tills when you have a queue, get your staff to make eye contact and smile. Worst service out of all the high st stores.”

Helpful Report

Posted 5 years ago

“wrong Information was given to me by different members of staff, Not helpful and very rude.”

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Posted 5 years ago

“Literally, THE WORST CUSTOMER SERVICE.... PERIOD! Purchased a coat, coat was faulty, misplaced receipt. Went through a ridiculously long process to find transaction, took over a week when I was promised 24-48 hours, every time had to chase their customer services, only to be told they couldn’t find it and provide proof of purchase!! They are awful! To make matters worse when I went to do a return for a different item that was a day over the 30 day period, they couldn’t do anything, nothing! No exchange, gift receipt, nothing. To make matters worse I was in the Bluewater store a week later and a lady brandishes a load of receipts at the tills and the manager lets her do a refund for an item 2 weeks over the 30 day refund / exchange period!! Sorry what?!?”

Helpful Report

Posted 5 years ago

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

Zara Reviews