Zara Reviews

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

2.6 Rating 974 Reviews

41 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 974 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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“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!”

Helpful Report

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.”

Helpful Report

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: on first impression - nice clothes. Customer service to solve a problem or carry out a transaction is very poor and you will not get a result! The Good news is: their are many other retail competitors in close proximity to Zara! Never go to Zara when their competitors are so much better equipped to deliver proper customer service.”

Helpful Report

Posted 6 years ago

“Went into store with my sister, one of their assistance commented on my sister being pregnant which I thought was a no no unless the customer comments first, my sister is wearing igger clothes to make having a colostomy bag more comfortable. She has cancer and has lost her bladder. I wrote to their customer services questioning store etiquette and to date they have made 6 promises to call me back and I have still heard nothing. I am guessing they do not take cancer and how people feel seriously. You should be ashamed of yourselves”

Helpful Report

Posted 6 years ago

“Every time I have ordered from Zara, it's been delivered very quickly. Impressed with the care that goes into packaging every order! Thanks”

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Posted 6 years ago

“Good service and nicely packaged”

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Posted 6 years ago

“Quick delivery and no plastic packaging. Coat purchased is of high quality and true to size. I have been converted as a loyal customer”

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Posted 6 years ago

“Brought a ladies shirt from Zara . Stitching unbelievably shabby and material fraying where the stitching hasn’t caught properly. Shirt now in the bin £65.00 waisted 😡😡😡😡😡😡”

Helpful Report

Posted 6 years ago

“Zara USA's online service leaves a lot to be desired. They sent me an email on 20th November 2018, saying my order has been sent. I called and they gave me the wrong tracking number; I went into the store and the "store doesn't get involved in the online ordering" - the store manager then checked on his own personal order and the tracking number didn't work for him either! I called again and they hung up on me - called again and now they are investigating "it will take 24-48 hours" - in an era of Amazon where everything is done quickly; and complaints are handled easily - a new order sent etc. Zara is light years behind both in their online ordering and customer service.”

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Posted 6 years ago

“It doesn't look stylish.”

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Posted 6 years ago

“They have great items but can be a bit overpriced.”

Helpful Report

Posted 6 years ago

Zara is rated 2.6 based on 974 reviews