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

“Categories My Reviews My Settings Help LOG OUT Alternate Text Jude GB For companies Review of Zara Jude 3 reviews 1 star: Bad 2 minutes ago If I could give zero stars I would If I could give zero stars I would. Order placed last friday for next day delivery been stuck with Hermes ever since. I will give Zara that they do get back to you on whatsapp however all they tell me is please give us 24 hours so it is a pointless exercise. They can clearly see the order is lost a refund should be made and picked up and claimed via Hermes between them. The service on the phones is awful with a few of the assistants being very abrupt and one with what sounded like chewing his gum down the phone. Escalated to Head of Operations but no acknowlegement which explains the level of service lower down the chain. Once this is rectified my account will be closed and request all my details removed. I have never experienced service like this before”

Helpful Report

Posted 5 years ago

“Lost almost $200 Lost almost $200 I bought 4 pants from Zara online, didn’t receive the products. When I called to complain they insisted I received them. I told them that I have a Ring camera and two security cameras at the gate. The date the claim I received them had NO delivery, I offered to send them a copy of the file, to my surprise they didn’t need to look at it. NO product replacement!! NO credit refund! Just lost $200 outrageous!!! Don’t order online they will not help you, I was robbed!”

Helpful Report

Posted 5 years ago

“I bought a coat for my little boy from the Liverpool One branch for christmas. When i got the coat home and looked at again the phrase that runs across the shoulders and down the sleeves at the back reads wrong. It says 'TAKE TIME TO DO WHAT YOU MAKE YOU SMILE' no sense! So I rang the branch number as I wanted to ask if one of the assistance in store could check are they all like that or was mine a one off' this was my first barrier i was to face. The stores are not accepting any calls as they are to busy to answer phones so I was directed to a switch board who obviously physically could not see the actual product. She tried looking at pictures on the website. I had to find the prouduct number as she was unwilling to do a search for it. The pictures online dont allow you to see the full slogan. I asked was there anyway she could contact the store as I dont want to make the 50 mile round journey back to store at a cost to me, to find they are all the same and I have an issue as I have misplaced the receipt and dont want journey to be wasted and a cost to myself. I asked could I email pictures showing the manufacturing fault and the send coat in post? Again that was a no because i purchased instore not online. So Zara the worldwide company discrimate against the chanel I choose to shop with them. I asked could I speak to a supervisor who would be a person who could use discreation and allow to return in the post again that was a no the switch board doesnt have supervisors. I asked then is there a number I could have to file a complaint not against her may I add but Zara protcol again that was a no. I asked for an email she verbally gave me the address I advised I was driving with two children in the car and was unable to note it down I asked could she send it to me in an email if I gave her my email address and that was a no she was unable to do that. She repeatedly said sorry but give no soloution to how I would return this coat without it being at my expense. Phone call ended. I then rang back on the same local number put back through to the switchboard. Gave a quick brief and I asked for the email address again as I was now in a position to write it down to be told I didnt need it ring back in 10 minutes and the store will probably pick up. So I did and they didnt put back through to the switchboard spoke to another colleague again another quick brief and was told again over and over I had to go to the store at my cost. I told her how appauled I was at Zara customer service and asked for her for advise on the best way to proceed with a complaint she put the phone down mid conversation! Just wow! I have been left gobsmacked! 'Take time to do what makes you smile'(how the phrase should appear) Zara I am not smiling I can assure you!”

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Posted 5 years ago

“Be aware of the security bars are so sensitive, even if you have purchased items from Zara, the alarms will go off. Plus the security guards are unqualified especially the short, Jamaican security woman with dreadlocks in Stratford Westfield will automatically accused you of shoplifting without anyway evidence shown first e.g: CCTV. I have reported the incident to the senior manager, to punish the security. So they opened the case, it was clear that I purchased obviously and there was an error on the item before I even was being purchased. She was in the wrong and the result of that she has been suspended and on supervision. That was my last time of shopping in store and never again. I'll still go there with my friends, I'll not let that pathetic woman and the incident stop me from going to the store but I'll not be buying. Just click and collect my online orders and kick off (fast, smooth and simple). I saw her recently again, she put her head down when she saw me in-store. Plus I'm fully aware and know that they racially profile their customers too. Which is utterly disgusting! As a costumer, do not be afraid of any staffs who does any wrong. If they are not fit to do their job properly and then they shall be framed and punished. What a way to sabotage a company.”

Helpful Report

Posted 5 years ago

“Had an order being delivered to the shop on Sunday. I was told that it would arrive by 12 but would also receive sms. On Saturday I received a message to say it had been despatched. All good I thought. Sunday went to the shop for 12, stood waiting in the children's department for 10 mins another couple were in front. Eventually a sales assistant came over and told us the till was broke and we should go to another department. No sign at till first complaint. Once seen by a sales assistant was told my item wasn't at the shop as they had cancelled their delivery. There was no sorry or any proper customer service. 2nd complaint no notification and 3rd sales assistant not giving a damn. I had only gone to Zara as I thought it was a good brand. Not any more. I always buy from Zara but will defiantly think twice now.”

Helpful Report

Posted 5 years ago

“I have placed order in 29th November the promise me gone delivery by 2nd December 5th still im waiting for my delivery I been trying to contact them look like they don’t know where is my items is and what to say it’s very poor service”

Helpful Report

Posted 5 years ago

“What an awful refund and exchange policy. I bought a suit 3 days ago for my husband, when looking in the bag, the receipt was missing, however the transaction was available on my bank statement to the exact penny. Nonetheless, I was refused even an exchange. I spent over £100 for something that is worthless now as it doesn't fit and therefore I can't do anything with it, other than put it in a charity bag. I will never shop in Zara again!!! Overpriced for mediocre quality and the customer service is abysmal. Should I have known that their refund and exchange policy was so rubbish, I would have never even shopped there! Absolutely ruined my day.”

Helpful Report

Posted 5 years ago

“Received a damaged perfume and reported and sent images to zara Was told I would need to return to store even though I had it delivered to my home. Requested it be picked up where it was delivered, I was told this is not an option. I requested this need to be the case as it was delivered to my home and I have just had a knee replacement and unable to move from my home. This didnt matter to them and where still refusing to collect the faulty item, asked to speak to a manager and was told somebody would come back to me in 48 hour on the Saturday, I didn’t hear anything so on Monday I called and was told it will be another 48 hours. Its now been 7 days and I haven’t heard anything and when i call them they say i have to wait for a manager to call... Customer service is shocking and really lets them down, they dont care about customers at all. Ive had to make a claim with Paypal just to try and resolve this.”

Helpful Report

Posted 5 years ago

“visited BRIGHTON STORE RECENTLY THIS MONTH in Nov 2019, to return a knitwear top that had ripped within one week of buying it and only wore it once and still had A RECEIPT! I Wanted to exchange/refund due to the bad quality! The knitwear has a small hole and the hole became bigger within ONE WEEK OF BUYING IT. The Two counter girls who claimed to be in management team, one girl called Charlotte, extremely rude arrogant and so disrespectful . They Accused me of ripping my own top? And said it to my face! And apparently it smelt of smoke? Even tho I don’t smoke so it couldn’t have. Made many faces at me and were so unprofessional.The top clearly was fresh and told her I didn’t smoke just wore it once and the top had ripped because the stitches were loose. They clearly didn’t know the Consumer Right Act and that I was well within my rights to return it if unsatisfactory quality especially if I only brought it recently . SHE CLEARLY REFUSED AND SAID ITS HER DECISION NOT TO TAKE IT BACK AND SHE WONT. I STOOD THERE FOR 20mins explaining about the bad quality and that it already had a small hole and went bigger. SHE TOTALLY IGNORED WHAT I HAD TO SAY. When I ASKED HER FOR THEIR NAMES THEIR NAMES TO FILE A COMPLAINT, she STARTED GETTING SHAKY AND REFUSED NOT TO GIVE THEIR NAMES. Which clearly showed that they Know they were in the wrong and didn’t refund it due to their ATTITUDE and definitely didn’t do the right thing by me. How do zara employ such people who don’t know consumer rights and treat customers so unfairly. UTMOST DISGUSTING EXPERIENCE”

Helpful Report

Posted 5 years ago

“Zara Solihull Touchwood Ground floor. I’ve been several times. The girls are the same. Rude, grumpy obviously they hate working there. When they serve you they just carry on talking between themselves moaning about their job, horrendous queues it never changes. No one says they are sorry or even hello or goodbye. They just look angry and fed up. The worst customer service in Solihull.”

Helpful Report

Posted 5 years ago

“Mess up on my online order I place In the store with a associate after I wrote down my correct mailing address for her to place in the system and still the associate put in wrong address due to the incorrect address entry The package was send to their warehouse and Zara customer service over the phone told me I will have reorder or get my money back in store also they stated to me that my miss Fortune with dealing with ordering online in their store to use be as a Guinea pig/ training tool and Zara customer service over the phone is every argumentative also and LIED and golden me I could reorder them again myself online and when I went to order my size it was not available then I place back to Zara over the phone and the customer service report stated to me that he had empathy or sympathy towards my situation he doesn’t have any feelings because he can’t give them due the mistake of both their in store and over the phone behavior”

Helpful Report

Posted 5 years ago

“Mess up on my online order I place In the store with a associate after I wrote down my correct mailing address for her to place in the system and still the associate put in wrong address due to the incorrect address entry The package was send to their warehouse and Zara customer service over the phone told me I will have reorder or get my money back in store also they stated to me that my miss Fortune with dealing with ordering online in their store to use be as a Guinea pig/ training tool and Zara customer service over the phone is every argumentative also and LIED and golden me I could reorder them again myself online and when I went to order my size it was not available then I place back to Zara over the phone and the customer service report stated to me that he had empathy or sympathy towards my situation he doesn’t have any feelings because he can’t give them due the mistake of both their in store and over the phone behavior”

Helpful Report

Posted 5 years ago

“I’ve had an absolutely terrible service from Zara today. I found a skirt I liked which had sold out online. I used the facility which shows where the skirt is in stock near where you live. I found three stores ( none of which answered the phone).one was the white rose centre so my mother in law made a special trip to be told that the skirt had never been in stock there. They had not answered the phone despite several attempts to check beforehand so it was an entirely wasted trip. Although apparently they wouldn’t have saved the skirt for me anyway as they don’t offer that facility. Neither will any of the stores post the skirt to me if I pay over the phone. At a time when the high street is struggling , how can they offer such a poor service?!”

Helpful Report

Posted 5 years ago

“The girls on the tills at Zara Solihull Touchwood on the ground floor are rude, grumpy and obviously hate working there. They don’t say hello or look at you whilst serving you. They just moan about the job between themselves. The queues are horrendous and they never say sorry. I’ve been there several times and they are always the same. Tragic customer service”

Helpful Report

Posted 5 years ago

“I am a self-confessed Zaraholic so I would happily spend 4+ hours in this store, much to the annoyance of my long-suffering hubby.......:)”

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Posted 5 years ago

“I bought a bag from zara which leaked over all my clothes and damaged my clothes. This was a cheap quality bag. I then returned the bag to the store and zara then mentioned that will not help and not give me a refund due to the fact that they had printed an incorrect receipt for me on that day. This was clearly their fault and not mine. The receipt they printed said it was ‘shoes’ when I had never bought shoes from them. And it was actually the bag. Eventually they got the bag back and I have never got my money back. They are very tricky with the way they label their products on the receipts. So please be careful. Their bag was very cheap quality. I feel cheated by them after what they have done as I was always a very loyal customer. Is it not the issue about the bag, it was also the way this whole case was dealt with. They basically stole my money, cheated me, printed a receipt with incorrect information and took the product back. I am extremely disappointed and hurt. Please do not trust this company. I used to shop from them a lot and I trusted them. Now I do not trust them at all after this incident and I am going to create awareness to other customers about this incident. If anyone wants to see pics of the bag or any other information please contact me and I am more than happy let you see what Zara really is. They were not even helpful to try and resolve the matter and the issue had been going on for more then 3 months. The bag at the end of the day was worth £17. I have spent literally over £2000+ on their products over the years. And they have now lost a valued customer. Until this is resolved, I will be creating awareness online and where ever I can to what they did to me. I will also not be buying anything else from them as they stole my money and stole the bag back ( as I was the owner of the bag, since I paid for it). I will also be looking at ways to take this further so if anyone would like to join me if they had bad experiences, please get in touch”

Helpful Report

Posted 5 years ago

“Awful company, just the worst. Had my return 14 days now and no one will help me to get my refund, they just keep repeating that the ‘relevant department’ is looking into it. I literally hate them so much, they have zero respect for their customers and treat you with utter disdain. I’ll never shop here again and I used to spend several hundred per year. Not that that bothers them! Seriously suggest you avoid this company.”

Helpful Report

Posted 5 years ago

“So I have return an order to back to Zara, via the post office like I did to all the other online clothing shop. Never got a refund or any email conformation, so I contact their customer service. They ask for proof of postage, so I gave it to them and they said that they will investigate it. A week later, still no update. I contact them again, they said they can't do anything about it. Such a disgusting company, will never shop them again.”

Helpful Report

Posted 5 years ago

“Ordered something over a week ago to arrive with next day delivery. The order never came. I have called, emailed and used the live check with ZARA several times to the same response. There is nothing we can do,its down to our courier. The order was quite expensive and still no sign of it and now the tacking number for my order on hermes does not even exist. ZARA has the worst customer service and ownership for taking responsibility for its orders. ZARA uses Hermes , The worst courier company in London to deliver their parcels, by choosing the courier they use some responsibility should be taken if customers have issues with getting their orders, as at the end of the day I am Shopping with ZARA not Hermes. I have always loved ZARA products but after this experience I wouldn't recommend shopping with them or even consider shopping with them again as I am out of pocket, without my order and was given no support or apology and all the customer service did was say you need to contact the courier but cannot provide an email address, phone number or any information for that matter on how to get my parcel . Horrendous service”

Helpful Report

Posted 5 years ago

“After 3 long phone calls and being left on hold 4 e mails and 4 chat line conversations. I GIVE up you are the WORST company I have ever dealt with. You are actually insane. You have made me take 3 days off work waiting in all day for a courier who never arrived on 3 occasions. You keep refusing me my refund request despite me desperately trying to return the neatly 90 pound chipped stool. This can't be legal. You are making it impossible for me to return the item and refusing to give me a refund. I have a serious medical condition which you are making significantly worse with the stress of dealing with a horrendous company. Mairead fanning”

Helpful Report

Posted 5 years ago

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

Zara Reviews