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

Anonymous // 01/01/2019

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“Appalling policy and customer service !!! Would have given 0 stars if could Submitted a return request within thirty working days of delivery,as the goods did not fit despite ordering my size ! So Zara s inconsistent sizing strikes again.during that latter I had been on holiday which I explained to Zara and have a full-time job with two children after several days if trying to return online I contacted Zara who told me rudely that their decision was not accepting return as outside the 30 days - explained the above and that the drop off point is only open weekdays , also explained their policy not clear as DOES not stipulate whether it's working days or not . I suspect on other occasions they allow returns but still said No as my reason wasn't good enough . DO NOT buy online with Zara they have poor customer services policy and clearly have an opinion that they are such a big company that losing one customer is not of any consequence to them .I am now stuck with a crappy poorly made jumpsuit that would just about fit a 14 year old stuck thin teenage girl ( despite being labelled large ) Will be sticking with retailers that actually believe each customer is of value - poor poor customer service”

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Posted 1 year ago

“Zara stuurt gedragen jurken, jurken met vlekken op!!! Daar bestel ik nooit niets meer!!!!”

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Posted 1 year ago

“I was on vacation and visited a Zaza at the Ala Moana Mall in Honolulu. I purchased a shirt and dress, because they did not have dress size on store the sales lady said we can order both items and send to your home address. We'll that was Aug 19,23. I got emails from Zara letting me know my order was processed and a couple days after my order was ready for pick up in store. I called Zaza and informed them that was not supposed to be in store pickup but delivered to my home. I had them cancel order and refund my money because the items are no longer available. Why l have been calling and fighting with Zara for my refund every since. Every time I call a different give me a different story. I just want my money back. I will never order anything from them any, PLEASE WHO EVER READ THIS. BEWARE YOU WILL HAVE TO FIGHT Zara for a refund. It is not worth the troubles. I won't stop I want my MONEY!!! Margaret”

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Posted 1 year ago

“From my personal experience, I have found Zara to be an absolute disgrace to retail. Their customer service is run via Whatsap to a robot. They sent me the wrong items, refuse to rectify this error so I took all 4 items to store for refund and only been issued refund for one out of four items. I has now taken them almost 2 weeks and they still have not issued the correct refund and this is with me asking them repeatedly for an update. Each time they ask that "my case" needs to be escalated, even though it clearly is a mistake their end, very clearly demonstrated via their emails: returned 4 items. refunded for one. Easy enough to correct instantly. Yet Zara have now take nearly 2 weeks and are still thinking about it. I am NEVER using them again.”

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Posted 1 year ago

“Returns are not handled properly and without any reason they declined a part of the order. Tried to handle this with their customer service but are saying they can not help me and just blocked the chat conversation.”

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Posted 1 year ago

“Zara's customer service is an absolute joke! They do not care about their customers. No cases are being resolved by them. They keep on saying " sorry for inconvenience", however they do NOTHING to resolve an issue. If there was a choice of Zero stars - I would give them that much only.”

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Posted 1 year ago

“I ordered online a pair of shoes for a… I ordered online a pair of shoes for a child’s birthday on 28th May. Received order confirmation and delivery date via email and payment by Mastercard was taken immediately. DHL also confirmed the order and subsequently delivery at Westfield Zara branch with the name and time of collection. Zara didn’t confirm delivery. Went to Westfield next day to collect but the branch confirmed that there was no delivery of that item despite showing name and time of person collected. Asked me to wait till Zara confirms. Zara never confirmed and the child’s birthday was next day. Contacted Zara through chat line as there is no more phone contact with Zara. I was told that Zara cancelled the order due to item not in stock. This was not only informed to me but also Zara (and also dhl) misled me and taken payment quickly. I was told the payment will be refunded. Until to date, I haven’t received any refund despite numerous chat line contacts. At one point, the chat line said that I cancelled the order and the item is now available and has been at the Westfield branch. Went to the branch again to find out that the item was not there and the branch told me that there were many complaints like this and Zara online is in a messy situation. I still have not got the refund of £27.99. This is not the time for Zara to rip off people when they struggling to survive due to inflation.”

Helpful Report

Posted 1 year ago

“What has happened to Zara? Queues at changing rooms and tills in 3 central London stores (near Bond Street, Oxford Street, High Street Kensington) I visited today Wednesday and yesterday Tuesday. Stores not overly busy. Staff seem to be on a go slow and don't seem overly happy. They don't care about customer service. They wouldnt give a credit note for an expired £50 voucher that I found in my home today. I misplaced it a year ago. I've shipped at Zara and Zara home for many years but don't think I'll shop there again.”

Helpful Report

Posted 1 year ago

“Does anybody check any reviews from Zara ????seems rather not.Looks like nobody cares .I am looking for a website where Zara actually replied back to any comments. I can only speak for Zara Etele plaza in Hungary not for every Zara shop but judgeing by the number of replies nobody cares from Zara.”

Helpful Report

Posted 1 year ago

“I returned a shirt and they denied that had received it and charged me the full price. Their phone lines don't work. Nobody answers on Messenger. The chat is hopeless, they cut you off and tell you it's all sorted when it isn't. Rapidly becoming a scam company. AVOID.”

Helpful Report

Posted 1 year ago

“I ordered a polo shirt online in Edinburgh Zara store as the one they in-store had a pull on the back and they had no more in the size I required. Low and behold.. I received my order and when I opened it, there was a big pull right across the front. How no -one seen this when they were packaging it is beyond me!!! I now have to return to store and order another one.I paid £3.99 for delivery postage and now have to return to store. Hopefully I won't be charged postage for another one to be delivered.I thought Zara was a reputable company, but after this experience, I have my doubts. Time will tell after I return it..how good their Customer Service is. Watch this space!!”

Helpful Report

Posted 1 year ago

“I ordered two of the same item in a recent order, but received only one. I was forced to use their ridiculous chat thing to explain this to them, as they no longer take calls from customers. Since then, three of their people - who really don’t know because they did NOT pack the box - have contacted me to tell me that two were put inside the box and that they are unable to refund me for the missing one. This is appalling. I was the one who opened the box and there was only one inside. The box was perfectly sealed and intact, which means only one was put in. I find it hard to believe that suddenly their warehouse staff have stopped making mistakes altogether, when they used to occasionally get it wrong in the past… I know ZARA is suffering since COVID, as their quality has plummeted, while their prices have shot up. But, is stealing money from customers (and lying to them) really the best way to get some revenue in?? I just had another chat with one of their “copying and pasting scripts” robots who just terminated my chat mid-way through! What a disgusting company ZARA have become. Shame on you ZARA! AVOID at all costs!”

Helpful Report

Posted 1 year ago

“Zara’s is a scam. I went there for the first, last and only time on 4/29/23. i had to order what I wanted on line. I never received the item. It’s been over a month and I keep getting the run around and lied to over and over. They keep telling me they are sending it thru zelle. Which isn’t even possible. You can only zelle someone from your phone. I’ve asked for a check refund and have been lied to that they are sending that to me. I will never buy from them again. I’m surprised they are still in business as I see all the reviews are negative and are just like mine. Worst customer service when ai was in the store and when I call customer service. Don’t buy from this company. They like and steal your money when you need a refund.”

Helpful Report

Posted 1 year ago

“If I could leave less than 1 star I would. Customer service is TRASH. They are not helpful. They delivered my package to the wrong address, and when I called customer service about it, they told me to re-order the items and have it shipped to my address while "they look into the issue." After they "looked into the issue" no one followed back up with me, and they would not give me the refund for the order they delivered to the wrong address. So I paid twice for the same order. I contacted my credit card company in regards to this matter, so they can stop one of the charges, and in doing this...zara blocked my credit card. THE WORST CUSTOMER SERVICE IN HISTORY.....STRAIGHT UP TRASH!!!!!”

Helpful Report

Posted 1 year ago

“The worst customer service ever. How you treat disabled customers. Two months of bartering you to give me a gift £10 to compensate me for the petrol cost I incurred because of your poor customer service in Bristol is disgraceful”

Helpful Report

Posted 1 year ago

“No Accountability, No Respect for Customers, No Follow Up. Extremely Disappointed and Dissatisfied. My concern is that I ordered 2 dresses weeks ago. I kept looking for them and they didn’t show up. I contacted Zara’s 800 number to find out the status. During my conversation with Zara’s representative it was discovered that they had automatically change my address from Blvd to Street. The rep stated she update the error and I should get my package within a couple of days. Three days later I call back and got basically the same response. Called back 2 days later and I am informed that the delivery service did not respond to Zara’s and did not update the address so they sent my package back. As I am on the phone with the rep she tells me that one of my dresses is no longer available! I asked if they have a record (which she confirmed) of my calls and curious why someone didn’t call me. There was no solution however she suggested that in the future I should order my items and have them shipped to a store instead of my home because they deliver company in Atlanta is unreliable. When I asked to speak to a supervisor I was told she would put in my request however it is at the discretion of the supervisor if they decide whether or not my request warrants them calling me back. That there is no guarantee that they will. Help me understand why if I paid for something weeks ago and never got my package how a business elects that they can or cannot call me back. I was never under the impression that this was a top quality store. The lack of professionalism from this company’s leadership is appalling. It is apparent this company gives less than a hoot about its customers which acceptable. Unfortunately, I will not spend any more of my money participating in helping increase this company’s monthly/annual revenue. I am very disappointed in how they handled this situation. Hopefully others who have experienced this or similar behavior will too stop patronizing this business.”

Helpful Report

Posted 2 years ago

“Your WhatsApp customer care is the worst in the world - so inept, incapable and unhelpful. Your store in Westfield made an error with the sale of a dress and I've been communicating on WhatsApp for a week. I explained my complaint six times and given my address seven times in the same thread. They assured me they'll resolve in 48hrs and closed the thread without resolving three times. The upshot is that, despite the store making the error, I need to make another two hour journey to Westfield, at my expense, to speak to the manager in person. Never heard anything so ridiculous and rude. They're alright as long as they're taking your money but absolutely useless once there is an issue.”

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Posted 2 years ago

“I got refused a refund on a jacket as it did not have the smell of the shop.!. It smelt different. Now stuck with jacket cant wear as sleeves about 4 inches to long. Never shop there again.”

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Posted 2 years ago

“Absolute disgusting customer service. Am surprised to note that I am not the only one complaining about items returned for refund but warehouse claiming not received. Still no action by Zara clothing. It’s all over the reviews forums. Called & chatted customer services several times but no positive response. No call backs , no managers actions, no proof of investigations if any. Am at loss of almost £100 because of this. Have been their customer for almost 15 years with no regard to loyalty. Zara needs to get investigated !!”

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Posted 2 years ago

“So despite Bluewater being very quiet and almost non existent shoppers in your store the is a 25 person queue to get a refund! So quick to take the money and so poor in refunding it. I had 10 years as a manager in retail and this is the slowest process I’ve ever witnessed. Shame on you.”

Helpful Report

Posted 2 years ago

Zara is rated 2.6 based on 973 reviews