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

“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.”

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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,”

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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.”

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Posted 3 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.”

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Posted 3 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.”

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Posted 3 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.”

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Posted 3 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.”

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Posted 3 years ago

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

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Posted 3 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....💫😇”

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Posted 3 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”

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Posted 3 years ago

“I bought a item online 16th Jan, then cancelled the order, as they were taking too long to dispatch. They took the money from my account and two weeks later and several emails, still no refund. They stated that the money wouldn't be taken from my account until item was dispatch, but my credit card statement disagrees. I have just placed a formal complaint with Fair Trading as I believe that this is fraudulent behavior and needs to be scrutinized by authorities”

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Posted 3 years ago

“Items out of stock but still state in stock on the website. However you can never purchase. How annoying is that”

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Posted 3 years ago

“One star is too much, I ordered a gilet on the 10.01.21 and received a dress instead. Upon receiving the wrong item, I rang customer services to which they sent me a return label for the dress and said that they would send the replacement, which I got an email for saying it was on its way on the 15.01.21. 2 weeks later, after giving it some time to arrive, I still haven’t received the item so I rang customer services to which the first woman put the phone down on me after asking for my details, and the second informed me that an exchange hasn’t even been put through! Baring in mind when I rang the first time, the woman on the phone said that an exchange had been put through and I would receive the item if I sent the wrong one back, which is exactly what I did, and messaged them on WhatsApp with the proof of return, just like the woman told me to. Now, 2 weeks later, the item is out of stock so I can’t receive it anyway, I’ve now had to ask for a refund which will take another 2 weeks to go into my account. Throughout all this, I haven’t been offered any type of compensation or discount for my troubles as it is no fault of my own, but Zara’s. I’m absolutely disgusted at the customer service and the communication within Zara, it’s like the place is run by monkeys! I will never order from Zara again and I will tell absolutely everyone about my experience because they don’t even deserve the custom. Appalled.”

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Posted 3 years ago

“COMPLAINT COMPLAINT COMPLAINT 2 points: 1. Gift Cards 2. Customer service agent I tried to use gift vouchers after sources some items on the Zara website. However, there was a problem with one of them so I asked for help with a webchat agent. She wanted to know what the error message said, I copied and pasted the message, but this wasn’t enough she couldn’t deal with my query until I sent her a screen shot. I found this quite difficult to do but eventually managed to do to. I receive an email requesting to call them (no contact number on the NO REPLY email). I called them to be told the voucher had expired. I was told by a scripted agent this is our policy and nothing could be done about it. I asked are there no exceptional circumstances considering we are in the middle of a pandemic. Again, scripted response. I asked to speak to a manager, but of course there was no one around. He said he would escalate my complaint. I received another email requesting to contact them, so I did. This time I spoke to a guy called ERIC (I called on Friday 22nd January @ 9.47am if you would like to listen the conversation), he again gave the same scripted response, also saying I could use used my voucher on the website. I told him love the shop, loathe the website. Why would display a jacket on a model’s head or have a model scrunched up on a chair. The photograph’s do not give a good image of the clothes. I asked for an email for head office or someone senior which he did not give to me. He was very rude with a don’t care (ERIC) and whilst I was still talking, he put the phone down on me. Can you believe it? Tried to call head office, the number rings for 4 minutes then it cuts off. Tried this several times same thing just cut off. WE ARE IN THE MIDDLE OF A GLOBAL PANDEMIC; I have not been to clothes shop for almost a year. I have been very careful and abided by all the government rules in not making unnecessary trips to unessential shops. To sum up I have never come across such rude and patronising customer service agents than the people who work for Zara. The company are thieves who have stolen my money which was a gift from a friend. A gift card is bought with cash therefore it should be a cash gift card, like money with no expiry date. I am appalled by the level of care for such a big company and will not be shopping with them ever again and will advise anyone to the same.”

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Posted 3 years ago

“COMPLAINT COMPLAINT COMPLAINT 2 points: 1. Gift Cards 2. Customer service agent I tried to use gift vouchers after sources some items on the Zara website. However, there was a problem with one of them so I asked for help with a webchat agent. She wanted to know what the error message said, I copied and pasted the message, but this wasn’t enough she couldn’t deal with my query until I sent her a screen shot. I found this quite difficult to do but eventually managed to do to. I receive an email requesting to call them (no contact number on the NO REPLY email). I called them to be told the voucher had expired. I was told by a scripted agent this is our policy and nothing could be done about it. I asked are there no exceptional circumstances considering we are in the middle of a pandemic. Again, scripted response. I asked to speak to a manager, but of course there was no one around. He said he would escalate my complaint. I received another email requesting to contact them, so I did. This time I spoke to a guy called ERIC (I called on Friday 22nd January @ 9.47am if you would like to listen the conversation), he again gave the same scripted response, also saying I could use used my voucher on the website. I told him love the shop, loathe the website. Why would display a jacket on a model’s head or have a model scrunched up on a chair. The photograph’s do not give a good image of the clothes. I asked for an email for head office or someone senior which he did not give to me. He was very rude with a don’t care (ERIC) and whilst I was still talking, he put the phone down on me. Can you believe it? Tried to call head office, the number rings for 4 minutes then it cuts off. Tried this several times same thing just cut off. WE ARE IN THE MIDDLE OF A GLOBAL PANDEMIC; I have not been to clothes shop for almost a year. I have been very careful and abided by all the government rules in not making unnecessary trips to unessential shops. To sum up I have never come across such rude and patronising customer service agents than the people who work for Zara. The company are thieves who have stolen my money which was a gift from a friend. A gift card is bought with cash therefore it should be a cash gift card, like money with no expiry date. I am appalled by the level of care for such a big company and will not be shopping with them ever again and will advise anyone to the same.”

Helpful Report

Posted 3 years ago

“Zara USA has demonstrated complete incompetence in their service department. On 11/30/20 I purchased six items that totaled about $300.00. During the purchase the Sales representative experienced a charge error on the regular system so Alex (the sales rep) rung me up on an external sales processing device referred to as the Hypercom or FD 130. Moreover, due to their fitting policy regarding the Covid pandemic at the Santa Monica, CA location on the promenade, customers now have to purchase the clothing items to try them on outside of the store since the fitting rooms are now closed. This causes a monstrosity of chaos for the store and customers. The lines are long due to people intending to return items constantly throughout the day and the sales representatives seem to be overworked from the influx of additional activity, hence, my current dilemma. Back to the story at hand, after my purchase I went to a nearby department store to try the items on and I wasn't satisfied. I returned my items and received the refund receipt but after several days I noticed in my bank account the refund never occurred. I contacted bank for due diligence I was told the merchant has not issued a refund and there wasn't one pending. This escalated into several conservations with the Zara USA service team. I spoke to in store managers, the General Manager, the service representatives who caused the issue, several online & over the phone corporate service representatives and even a regional manager named Rodrigo was contacted and I still have not received a refund nor a proper response when and how this will be resolved. It has been nearly two months now. The in store manager, Eric was honest enough to tell me after a very livid conversation it was completely their fault. The sales representative never refunded me from the FD 130 system. The representative had only communicated to the regular sales system to process a refund that printed the receipt but my card was never charged there so it could not issue a refund so again, it was charged to the external system only and the refund was not processed there. Therefore, they have not refunded me nor complied to following up to provide a proper resolution. I have asked for cash, refund to the card, double store credit and even picking new items that total my amount spent. Each time I have not only been denied but ridiculed and belittled. I do not recommend this store as it violates not only national & international consumer laws but the pompous attitudes from the staff members are devious and lacksadasical in efforts of thinking critically to be truthful and supportive of their clients. I am highly disappointed as I have invested thousands of dollars in wardrobe from this brand and even over a thousand in November 2020 alone. I simply want an immediate refund and a formal apology that elaborates on their irresponsibility as a company and that particular franchise location. Please do not support this brand; its seems to be an over priced fabric house, nesting to entrap honest hardworking citizens for their earnings through malpractice.”

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Posted 3 years ago

“Zara is a great shop and deserves better reviews, although expensive, great quality and amazing customer service.”

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Posted 3 years ago

“Return policy extremely strict and not considering holidays/Christmas time. And COVID TIMES that people need to be shelter in place/quarantine. which is not humane at all. UPS not delivered according to what it's said on the delivered time. ZARA refused to accept the return. Won't shop there any more. Be aware everyone. Customer service SUCKS!!! WANNA GIVE ZERO STAR”

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Posted 4 years ago

“Appalling customer service, lack of duty of care. Order number 52289308122. Still awaiting a refund since 02/12/2020. No explanation was given confirming what's the delay. No one takes ownership of the situation and in ensuring this was resolved promptly. I have to wait for another 10-14 workdays for the refund to be processed again. Ridiculous. Won't be shopping with Zara again.”

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Posted 4 years ago

“I was promised my order and I have yet to receive it. This company has the worst customer service and cares nothing about service and quality!!!”

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Posted 4 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