Zara Reviews

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

2.6 Rating 961 Reviews

41 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 961 reviews

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

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Location:

53-54 Long Acre
London
WC2E 9JR

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Sofia

Les

Anonymous

Anonymous // 01/01/2019

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“Zara claim they delivered my £15.99 top last Saturday. The paack delivery company they use issued Zara a picture of a signature that is alleged to be mine. I’ve not received my top and this company is claiming I signed for the delivery. I’ve bought stuff from Zara over the years - in the last few days I’ve been fobbed off by customer service who continue to claim my case : ID 35301735 is being investigated and that a senior team member will be contacting me - not happened! It’s a disgrace that this conglomerate money making machine can suck up my pittance of £15.99 with no recourse or accountability!!!”

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Posted 5 years ago

“Excellent free next day delivery. Garments were correct size, as a result of following online guide. Garments were excellent quality.”

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Posted 5 years ago

“DO NOT ORDER FROM THESE ROBBERS. HELD ONTO MY MONEY FOR MONTHS HAVENT ISSUED REFUND..CUSTOMER SERVICE TEAM A WASTE OF SPACE. AVOID AVOID AVOID”

Helpful Report

Posted 5 years ago

“The most dreadful company that I have ever had to deal with in terms of their customer service! I ordered three pairs of leggings before Christmas, all three of which had to be returned due to being faulty (hole in the knee of one, and seam threads starting to burst on others). Organised the return, & was then notified that I would receive a refund for 2. When I queried where the 3rd item refund was, I was first of all told that I'd only sent 2 items back, then upon enquiring again I was given written confirmation that all 3 had been received. Then when no refund was received, I queried again, only to be told that only 2 items have been received back. So I sent proof of my postage receipt clearly showing the weight of the parcel returned which equated to the weight of 3 pairs of leggings, and was assured they'd escalate the case. Over a month later, no refund received and following another conversation with them just now, I'm being told again that only 2 items have been received. So I have proof of postage, their written confirmation that I returned all 3, but nobody to resolve the problem, and to top it off, when you contact them via their online chat facility, you can guarantee that you'll be ignored or cut off when the conversation becomes difficult and they don't have an answer! So when you then phone to try and sort it, they make you jump through hoops, keep you waiting on hold for sometimes over 30 minutes each time, only to then tell you they have to escalate it. So after wasting about 5 hours on this and over 12 different contact communications, I'm still no closer to resolving the matter! I cannot believe how poor this service has been, and I shall never ever shop at Zara again! What a dreadful experience!!!!”

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Posted 5 years ago

“I found the staff very rude”

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Posted 5 years ago

“I received my delivery the very next day, it was a wonderful surprise.”

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Posted 5 years ago

“products are good but the customer service is so bad that i would recommend you dont buy as when it goes wrong they are rubbish at sorting it out. would you buy any product if you knew there was a risk it was faulty and you would lose your money as they are alwys reluctant to refund”

Helpful Report

Posted 5 years ago

“This is the worst company The people that work there are stupid and have no knowledge of Zara policies or procedures I wonder how they got employed there?”

Helpful Report

Posted 5 years ago

“This is the worst company The people that work there are stupid and have no knowledge of Zara policies or procedures I wonder how they got employed there?”

Helpful Report

Posted 5 years ago

“Ordered an item on the 27/12/2018, still has not arrived. After contacting the customer services via the app, twitter and phone i'm still no wiser as to where my package is. So now i've contacted PayPal to open up a dispute case. Hopefully PayPal will issue a full refund and i no longer have to chase up Zara. I've been given conflicting information and taken screenshots of the conversations with customer services via the app and twitter. Also i communicated with them via Live chat, Twitter and Telephone.”

Helpful Report

Posted 6 years ago

“Ordered an item December 29th 2018 - (last year!) and only received refunded 15th after numerous calls, tweets, 7 calls and 5 WhatsApp messages - really poor customer service - such a shame for a great brand, really let’s it down.”

Helpful Report

Posted 6 years ago

“Apalling customer service in-store at my local shop in Oxford, the Westgate Centre! I shop in Zara quite a bit, but have decided I will avoid them in future, due to their terrible attitude towards customers. Although there are a few nice members of staff (in menswear and kids primarily) the manager in womenswear at the Oxford Store is particularly unpleasant. Whilst I was paying at another till, I overheard her dealing with an elderly customer. She was telling her the item she wanted was not available in store and she would have to order it herself. The customer said she would be happier if they could assist her. The manager repeated she might as well do it herself and when the customer insisted she would like their help, the manager moved towards the till I was at to pick up an iPad or something. As she did, I overheard her say f**** stupid woman, before she turned back to the customer. I was so shocked. She always speaks to customers like dirt , but I never thought her lack of professionalism would reach such depths. This incident, coupled with the same delightful manager refusing to allow me to exchange a Christmas gift for a different size because I didn't have a receipt, and the general unfriendly attitude of some of the staff in the Oxford Store, has made me how to never shop there again.”

Helpful Report

Posted 6 years ago

“delivery was prompt,”

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Posted 6 years ago

“Probably the worst customer services ever! Really let’s this fabulous brand down!”

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Posted 6 years ago

“I have not recieved my item. Its been 3 weeks. Called customer service and they are completely and utterly so rude and have no knowledge in their company policies. She then about having manager or supervisor. I still dont know where my items are. So dissapointed!”

Helpful Report

Posted 6 years ago

“By far the worst company I have dealt with Instore and the customer service department. Was asked to leave from the store for questioning why an item was priced at 29.99 euros but yet they were charging me £40 when I queried it the so called manger told me it was due to import duty. When I said that items within the Eu don’t get import duty he told me to leave. I made a complaint to head office who ignored me for the first 2 weeks then I got 3 calls from supposed managers all of which had no idea why they were calling me and didn’t even know which store even though I had said 3/4 times what happened. Every time promised a called back and a solution waited weeks and nothing. Appalling treatment appalling company I now no longer shop there”

Helpful Report

Posted 6 years ago

“My Mum purchased a jacket for my sister on 3rd Dec. The jacket didn’t fit and we tried to return the first opportunity we got 11/01 only to be told the exchange was extended to 30th Dec for Nov purchases but normally 30 days for everything else. I personally think this is shocking customer care. No exchange, return or credit not offered. So now a pensioner out of pocket £70 - disgraceful. I will not be shopping there again.”

Helpful Report

Posted 6 years ago

“Terrible customer service! Got my son a shirt for Xmas with gift receipt however he was poorly while home from Uni & when we checked it expired end of December. I’ve just spoken to a most unhelpful lady on the customer care line who couldn’t care less and said it’s their policy- no exchanges or refunds even if 1 day late! Not buying gifts ever again from here.”

Helpful Report

Posted 6 years ago

“ONLINE SERVICE: My order was shipped immediately, it came within the next day, as promised, but for only £3.95, which i was impressed with. Also the products that i bought there were very good quality, so generally a very good experience! DEFINITELY RECOMMEND.”

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Posted 6 years ago

“Horrible customer service!!! I Tried to return a Christmas gift on January 5 and they wouldn’t let me. Tags on with receipt. They said the only exception would be if I was hospitalized or if they was a death in the family!!! I’ won’t be shopping there anymore. I will give my money to retailers who are reasonable with their customers.”

Helpful Report

Posted 6 years ago

Zara is rated 2.6 based on 961 reviews