Zara Reviews

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

2.6 Rating 973 Reviews

41 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 973 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

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Location:

53-54 Long Acre
London
WC2E 9JR

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Anonymous // 01/01/2019

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“Quality and delivery timing was great 👍”

Helpful Report

Posted 3 years ago

“NEVER BUY ANYTHING FROM ZARA IN STORE AND HAVE IT DELIVERED. Apparently Royal Mail couldn’t deliver because the store assistant didn’t put down my door number, so it was returned to sender. Zara wouldn’t send it again, they said I would have to pay again and wait for a refund. Well I can’t get my money back as their customer service agents are bloody useless, I’m going back a forth messaging them. I’ve come across hundreds of people on their Zara home page with exactly the same problem. Please share this and help me name and shame them. Ann Schofield”

Helpful Report

Posted 3 years ago

“Zara has a terrible payment system. You Treat clients with disrespect making them be in long lines. You have a monopoly as your clothes are cheap and therefore us with no options. Be aware that things change and you may have to treat customers better as paying it is an ordeal”

Helpful Report

Posted 3 years ago

“Utterly disgusting returns policy especially given unpresadented circumstances. If I could give Zara 0 stars I would! My daughter received some clothes from this manufacturer for her birthday, which was in June 2021. The clothes in question did not fit, so because of their strange sizing system, we decided it would be best to take the clothes back to our nearest Zara store, which would allow my daughter the opportunity to try the clothes on and to hopefully find something suitable. I deliberately waited untill the 19th July just to be sure that the changing rooms would be open. May I also add, I do not wear a face mask for health reasons, and so I was not keen to go before the final restrictions had been lifted due to any additional problems. "What shocked me beyond reason, was that Zara would not except the return, nor would they offer an exchange, simply because the gift receipt was over 30 days old. The items were only purchased on the 1st June 2021 making them barely two months old. I stood my ground, and asked to speak to the store manager who refused to budge. I explained what a ridiculous policy this was, and that because of the circumstances' surely they could make allowances just as so many other companies have kindly done. However' there was not an inche of cooperation or willingness to resolve this matter. I demanded to speak to sombody higher up, and was Swiftly given the customer services number. This morning I made contact, only to be told the same thing. I now have an open case, and am waiting for a call back from sombody higher up. I am not holding out very much hope though! This company simply so do care one bit when it comes to customer satisfaction. Clearly they are only interested with profit margins and not customer care! Judging by the hurendous reviews on here, I'd be surprised if they will still in business for very much longer! It is looking like we will be stuck with almost £100s worth of brand-new fully tagged clothes which are not suitable! It's an utter joke!! Need I say more! IF YOU ARE CONSIDERING SHOPPING WITH ZARA THEN PLEASE DON'T!!!!!”

Helpful Report

Posted 3 years ago

“Placed an order online then to find out that it was sent to a different address . The only thing that they could do was offer a refund when it was an error from their end. Not impressed!”

Helpful Report

Posted 3 years ago

“I have never experienced such a runaround with a return in my life! It’s 2021, you should be able to make a return without a receipt & but with the credit card you paid with. Target has been doing it for 20 years. I purchased over $750 at the soho store. That’s a lot of merchandise at Zara. Had 3 bagfuls of clothes and the store was a zoo. Did not get a receipt. It has taken me 20 days to get an approval for the return. Hours spent on hold with Zara customer service. Inaccurate emails, and chats on the website. I can not get over the lengths I have had to go through to get my money back. I have now been waiting in store with my case number in hand. Only a manager can take care of it & now she has to call Zara to get an approval on my approval! Absolutely ridiculous. If I never spend a dime here it will be too soon! Horrendous customer service.”

Helpful Report

Posted 3 years ago

“Purchased a pair of trousers in the Belfast store, didn't wear them until a couple of weeks later and the front seam was not stitched. Contacted store, as I'd lost the receipt, advised they could do nothing, so Contacted via the whatapp, to be told again if no receipt they would not take any action. Sent them copy of bank statement which clearly showed date purchased, Zara, Belfast and the amount. But sadly they said that wasn't enough, really disappointed with low standard, faulty trousers, and the service I received.”

Helpful Report

Posted 3 years ago

“My daughter received a dress for her birthday. Because of terrible shipping times in the past year, her aunt ordered it early. My daughter opened it, tried it on, and it doesn't fit. A couple of weeks later we tried to return it and we are told it is over 30 days and they won't even exchange it for store credit. NEVER EVER BUY GIFTS here for anyone else.”

Helpful Report

Posted 3 years ago

“Company that has racist staff members who support what the Zionist terrorists are doing to the Palestinians never shopping there again”

Helpful Report

Posted 3 years ago

“FAKE FAKE FAKE FAKE beware all purses are FAKE. The website said you can cancel to order before the item ships, nope they beat around the bush until it ships, email said the item has shipped they sent me 3 different tracking numbers”

Helpful Report

Posted 3 years ago

“zaralike.com is advertising fake Brahmins as real ones and they sent me the wrong color and refuse to fix the problem. They offered me a $7.00 refund for the wrong purse that cost me $78.00 and they will not fix this problem. They say they only can refund me if I pay to ship it back but frankly I dont trust them to do that. They are an illegitimate and shady company.”

Helpful Report

Posted 3 years ago

“I live in the San Diego area. I loved Zara but I have stopped shopping there because according to the store manager I was not allowed to try on cloths in the store,”

Helpful Report

Posted 3 years ago

“I was in New York for the day and made some purchases at Zara. I was not allowed to try them on due to Covid. The dress does not fit but they won't take it back unless I travel to the store (2 hours away!) which I can't do. They will not let me mail it and there is no store close to me so I am stuck with the dress. I will never shop there again.”

Helpful Report

Posted 4 years ago

“Your customer service is shocking, absolutely shocking! I never received the 15 items I ordered over 3 weeks ago. Today I gave you a call, what you tell me is to place those orders again! Absolutely appalling.”

Helpful Report

Posted 4 years ago

“Ordering online was easy, picked up item from post office, no hassle. My complaint is about the quality of the item I received. I bought a blue hoodie which was lovely and soft and seemed good quality. However after only one wash the hoodie is already all bobbled, very disappointed and dissatisfied with this item. Will not be buying from Zara again as I don't trust the quality of their products.”

Helpful Report

Posted 4 years ago

“Only part refunded me a return. Only realised when I went on logged on to my account that two items I had returned totalling £50 were still showing as requested but not returned. Had a lengthy unproductive online chat and then a telephone call today, to be told well it's tough! Disgusting customer service. So I am out of pocket. Warning to others - check that you have been refunded in full and take a record of the weight of the parcel you are returning.”

Helpful Report

Posted 4 years ago

“I ordered a few items online in the sale, everything came when it said and the items that didn’t fit I sent back for free. No hassle, very easy process.”

Helpful Report

Posted 4 years ago

“Zara is great, love the clothing. Great style, and great sizes”

Helpful Report

Posted 4 years ago

“I bought jacket from Zara last week.... It is Amazing, I used it for 1 week and I found minor defect in it,,,,and I got Disappointed, and Decided to Visit Zara Showroom in Emirates Mall ( Dubai ) As soon as I reach there I spoke to one of the Sales Representative about my Complaint. Them he Escorted me to Meet Mr. ADNAN The Men Section Manager...I discussed my Issue with him, and within 10 mins he Gave me best Aleternative option and it was 100% Worth, he provided the best Customer service. And he proved that he is Manager for Reason....Recomending ZARA to all my Friends..On Cash Counter Aprielle was Best person to Deal with. Thank you Guys....💫😇”

Helpful Report

Posted 4 years ago

“Where do I start... Did an early Christmas shop due to the pandemic in November, fathers coat parcel from Zara he did not open until Christmas Day, bear in mind he is isolating due to the pandemic and cannot leave the house unless it is essential. Coat tried on and didn't fit, Zara will not accept exchange for larger size due to 30 day returns policy, their shops are not open and post office trip is non essential. Spoke to Shaniqwa who was not very sympathetic as well as Rob a few days ago when he couldn't be bothered to take my message. Shocking company and shocking service, I am so upset as I used to shop with them quite a lot. Not anymore. You have my contact details - case number 80148259 This case has been handled atrociously, I don't think they are treating their staff very well from Directorship level because a fish rots from the head down. Horrible company, it is not like they are losing money from me with an exchange. Scott”

Helpful Report

Posted 4 years ago

Zara is rated 2.6 based on 973 reviews