Zara Reviews

2.6 Rating 961 Reviews

41 %

of reviewers recommend Zara

Company Reviews

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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

Visit Website

Location:

53-54 Long Acre
London
WC2E 9JR

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Les

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.......:)”

Helpful Report

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

“Terrible return policy. Unable to return unworn items with all tags intact via online store. Buyers beware!”

Helpful Report

Posted 5 years ago

“Terrible. Bought my child shoes which came apart within a week. Sent it to customer services, they said it’s wear and tear(within 1 week!!!!!) poor quality, customer advisor wasn’t willing to help me, said there’s no one i can speak to, nothing i can do and nothing they can do. Really poor. I’ve spend hundreds of pounds with Zara over the last few months, think I’ll take my money elsewhere from now on....”

Helpful Report

Posted 5 years ago

“Bought my first ever item online from Zara, wore it twice and on the first wash the colour faded on one side of the garment despite the fact that it was washed in line with the instructions. I was accused of spilling something on the shoulder and they refused to let me send it back instead insisting that I return it to a store (120 mile round trip), the cost of which would have been more than the cost of the garment in the first place. I will NEVER shop with Zara again, their customer service is absolutely appalling.”

Helpful Report

Posted 5 years ago

“This review is based solely on customer service via phone: Save yourself the frustration and don't bother calling the Troy, MI Zara because answering the phone appears to be optional. Last Friday, I went to the store and spoke to the manager about this and she gave me the unimaginative, rote response "¯\_(ツ)_/¯ We get really busy sometimes and it's hard to get to the phones." Duuuh!!!, that's understandable for any business, but this location takes it to the next level. It's unfortunate because they are the only location in the state and when I need to resolve an issue I have to either call Zara outside of MI or drive to the store. This location is a struggle. #iwishididntknowhowthatfeels🙄”

Helpful Report

Posted 5 years ago

“Absolute joke. Refused to refund for an item and just kept asking for my address to which to return the item. They advised the item was unsellable but there was nothing wrong with the item when received by me, other than I disliked it. Webchat operative couldn't care less and did nothing that came anywhere near to 'customer care'. I would have awarded zero stars but had to give one star to be able to write review!!!! Any comments Zara?”

Helpful Report

Posted 5 years ago

“Awful customer services and have refused a refund and lied as to why, cannot believe a company as big as this can have such poor customer service”

Helpful Report

Posted 5 years ago

“Truly the worst customer services from any high street retailer! I have never experienced such rudeness, ignorance and unprofessional manners from staff and management in the York store who put customers in a terrible situation on the shop floor initiating an argument in front of other customers with their negative tone and body language. Basically accusing customers of lying and unwilling to listen to any complaints. Every experience so far has shown a terrible standard of goodwill with little regards for its established customers who spend thousands of pounds in the store which pays the wages of employees! Staff laugh in your face and call you rude. When you try to complain managers snigger and you feel like you are wasting your breathe. I am an honest middle aged lady who should not have to endure such experiences. My daughters work for another large well known high street retailer and if they spoke to their customers like zara staff do they would loose their jobs instantly! I WILL NEVER SHOP IN YORK STORE AGAIN These people need sufficient training on politeness and standards of etiquette before being employed to work with nice customers who do not go shopping to be insulted. I would like a response from zara. They deserve a no star rating”

Helpful Report

Posted 5 years ago

“No direct email address to forward a complaint. Offer 24/7 chat line, no ones there to chat too. Nightmare to return item, there process doesn’t work. I’ve posted photos on live chat, no one has been in touch. The item I ordered was a gift. I couldn’t recommend Zara to anyone. My experience has been dreadful”

Helpful Report

Posted 5 years ago

“I queued for 40 mins to return an item .. this was Westfield Stratford. The girls couldn't have worked any slower.. I m sure this looked deliberate chatting to each other also . Ridiculous that there is not someone behind the tills re tagging and putting on hangers..only 3 tills open despite the queue.. and nobody waiting to pay downstairs .. absolutely ridiculous. Very poor customer service 😡”

Helpful Report

Posted 5 years ago

“I love Zara itself and shop there regularly (although it's never a nice experience - messy with huge queues, but I do it anyway as I like the clothes!). An item I tried to buy instore wasn't in stock in my size so I ordered online with next day delivery. I've now been waiting 6 days for my order and whilst I understand this is a fault with Hermes I just called customer services and the guy on the phone sounded like he was having the worst day of his life! Even the automated message to hold the line was a girl with the most depressing dreary voice. Zara need to start thinking about who they want answering their phones, it's not hard to sound happy, helpful and polite!”

Helpful Report

Posted 5 years ago

“Would give 0 stars. I had fraudulent transaction from Zara on my bank account. I contacted them immediately and 6 days later they shipped the item to the thief and charged me, refusing to credit my account. I have never shopped Zara and never ever ever will. Why would anyone? Zara has some of the worst reviews of any company consistently. This company hides behind their rude customer service that does not rectify the issues. Greed is the word. Yes greed”

Helpful Report

Posted 5 years ago

Zara is rated 2.6 based on 961 reviews