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

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

“The worst customer service ever , I went to the store in Brickell City Centre complain about a pants that I bought less than one month.After I washed , it shrunk like a kids pants .The guy at the store told me he was the manager , he could NOT help me , and I asked his name , he refused identify his self . That's CRAZY !!!!!!! Worst than buy a trash product , is when the manager refuse give his name !!!!!!!”

Helpful Report

Posted 5 years ago

“Ordered a faux leather jacket and very disppointed with the quality. Overpriced for the poor quality. I will avoid Zara in future.”

Helpful Report

Posted 5 years ago

“Ordered a child duvet cover and received conformation, When reading it, I realised that you have to buy the pillow case separately, Why? It's kids bedding, haven't got the time to select kids pillow cases, just put one in... Everywhere else gives you the pillow case with the duvet cover, why not Zara? Emailed Zara and asked if they could add it to my order (so not to pay the extra postage) and they couldn't. I did ordered it and I've paid the extra postage. In future I'm sticking to John Lewis, there customer service in my experience has been brilliant and they sell all there kids duvets with a pillow case, easy peasy!”

Helpful Report

Posted 5 years ago

“I love Zara and always shop in-store but have had to make 2 phone calls and 4 trips to Hermes drop off and post office to try to return items. The QR code didn't work so has to get them to send a label which I had to get printed at Ryman as I have no printer. Currently in the post back to them ..why can't they include a label in the box like H & M it makes life so much eaaier”

Helpful Report

Posted 5 years ago

“Bought a top, wore and washed it once. The hem has become frayed with a hole in it. Zara will not take responsibility for the faulty item. Terrible customer service and money down the drain.”

Helpful Report

Posted 5 years ago

“Ordered a mirror which took ages to arrive. It was damaged and I had to wait in for an entire day for the courier to collect the damaged. The second delivery was "damaged" in transit and not delivered. I had to chase customer services to ask for a replacement. I was assured it would be delivered on the 23rd December, yet again it did not turn up. My husband stayed in all day for this delivery. I called customer services and was told that they could not find my house!! Yet the courier had delivered (damaged) and then collected a mirror from me with no problem. I have had to chase customer services at every turn. When I contacted customer services I was told to order the mirror again to another address! I only have one house for goodness sake!! I was offered 10% discount on another mirror! Customer service was dire and they could not care less that the couriers they employ not only damage their products but can not be bothered to look for an address in a well laid out modern housing estate or even call me for directions. Don't bother with home delivery or this company!”

Helpful Report

Posted 5 years ago

“Nice Brand,it have the good quality products.like clothes,and bags, their styles are very fashion. By the way,just see the other fashion wholesale bag web: http://www.bukibags.com , Do check out their site,maybe you can have the cooperation in future.”

Helpful Report

Posted 5 years ago

“ZARA is a very nice Brand,it have the good quality products.like clothes,and bags, their styles are very fashion. By the way,just see the other fashion wholesale bag web: http://www.bukibags.com , Do check out their site,maybe you can find your lovely new bag styles.”

Helpful Report

Posted 5 years ago

“Dishonest Staff in Returns I returned two dresses and they only refunded for one stating I had not returned two! After providing proof of postage with weight on they changed the refusal of payment to dress was soiled and smelt of perfume! Totally untrue I didn’t even try it on I could see was too small! It arrived without a tag just a string on the label in dress! They then posted it back to me and the dress is unworn no smell no soil. After contacting them via email no response! Shame on you Zara after 20 years plus of my custom I will not be shopping with you again!! They shouldn’t be allowed to get away with it!”

Helpful Report

Posted 5 years ago

“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!”

Helpful Report

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

Zara is rated 2.6 based on 961 reviews