Zara Reviews

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

2.6 Rating 973 Reviews

41 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 973 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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“ZARA DISAPPOINTED ME !!!!! HORRIBLE EXPERIENCE. I never expected this from a worldwide known company - ZARA !!!!! I am so upset with the way Zara handled my issue. I ordered two items (bodysuits) online from their Zara app. I returned both the products the same day of delivery due to size and fitting issue. Both of the products got picked . 1)But I got refund of only one product. I was concerned with the other product refund. They didn’t even email me or connected with me to inform me about my refund. They were very careless !!!! I was the one who connected with them through chat , calls 2) but …..they said that they are giving an exemption “only to me” by returning one of the bodysuit. 3) They gave another reason that it’s a swimsuit so they can’t accept it back. Firstly, it is not a swimsuit. If the item was really a swimsuit then why did i get refund from my first item. And swimsuits do not have buttons on the private area to avoid any kind of malfunction. 4) They told me that I have no other choice than taking it back. But why should I take it back when I don’t want it in the first place !!!! All i wanted was my refund !!!!! No one can force you to take an item and pay for it . 5) They told me that the supervisor team decided this “only for me”. If it was really an exemption given only to me, then why didn’t I get any gift voucher / discount or anything else on such behalf ?! Why do I have to request for the refund. The refund should have initiated immediately the time I put the item on return. 6) They also told me to read the policy and then I read it !! Before ordering the item, there was a return on the product . But after talking to their team, I don’t know why they immediately put it on “no return”. 7) Their policy is also misleading as they have put only “bodysuits” under the accessories section which is not! 8) They were not even understanding enough. I have to forcefully keep this item with me now!!! And that too which doesn’t even fit me . Due to their lack of understanding and handling the client issue , i have to face this problem. I always bought from zara as I trusted them but after experiencing this, I don’t even want to shop again. I always recommended zara to my sister, cousins, friends , relatives but now I would tell them all about my experience. This was a huge disappointment !!!!! I don’t know why and what they did this specifically to me. They didn’t give me valid and practical reasons. My money went in vain after shopping Zara. I have no words left !!!!! Only disappointment. Zara is fast fashion and expensive and degraded quality after washing. Considering these , still i paid so much for such useless bodysuit which doesn't even fit. I paid from my pocket money for my birthday dress. Ruined my birthday mood !! What a waste of resources. Please please be careful , even if you’re shopping by from worldwide known brand. It doesn’t matter if they are a big company or not, what matters is their values and how they deal with their customers. This was my last shopping with Zara as I won’t shop from now. Also , they were very disrespectful with the way they returned the item. The product was not packaged respectfully. I am attaching pictures of the product which shows as if the product was thrown away to me. I am also attaching screenshots of the assistance chat, calls which shows their lack of professionalism. Update - Went to mall, Saket , Delhi , India. Manager Named Arun Shukla was unprofessional and made me wait for hours. I went there to after checking their availability on their site and there I got to know it was a glitch. This was a strategy to just attract customers. Waited for hours n hours to make then understand difference between return and exchange. Such misleading policies. My god and Such harassment by whole staff. Extremely poor and pathetic experience.”

Helpful Report

Posted 2 years ago

“Disgusting customer service. Overpriced products for the level of service and quality of product. Very unorganized and rude.”

Helpful Report

Posted 2 years ago

“Waiting for more then an hour to try something. The line to the fitting room was so long that a lot of people in front of us left just because of that. Spoke with the supervisor (Sara) and she acted like she didn’t really care. The only think she said is that it’s nothing that she can do. For some reason the only let 6 people in at the time. One of the worst experience with Zara store in Oak Brook, IL.”

Helpful Report

Posted 2 years ago

“I never write reviews and I am going out of my way to make sure to write this one. Zara has the worst customer service I have ever experienced. I tried to place an order both on their APP and on the website and received an error message both times. I chatted 4 different people and spoke to customer service, every one of them instructed me to delete my cookies and do basic troubleshooting. They then said they would escalate the case after clearly no one at that level had the authority to do anything, and then 24 hours later I received the same instructions via email. Thanks Zara, you just lost a customer for life. I shouldn't have to work this hard to spend money with you. What a waste of time and energy. Save yourselves the hassle and buy from a brand that actually cares about their customers.”

Helpful Report

Posted 2 years ago

“I was at ZARA on 222 Broadway , NY NY 10038 buying women’s white shirt from $9.99 rock which had no pricing tag on it. But next to that there was the same shirt in beige color with tag $9.99. I went to pay at register and cashier told me that the shirt cost $15.99 not $9.99. I asked to call the manager. The manager Donetta came and she told me in rude manner that they made a mistake for pricing and the price is not $9.99 but $15.99. I told her if the price tag of $9.99 was the store mistake then why she doesn’t give for that that price. And guess what? She told me that she can give me for $9.99 the beige color not the white. She was acting like it was her private store and she cannot give me for the price THEY put incorrectly. I really don’t care if it was stores mistake. They supposed to sale for the price which was on the tag, not say it was mistake. I was very disappointed the way how the manager Donetta talked to me. Very unprofessional and rude . I told her I’m going to write a review.”

Helpful Report

Posted 2 years ago

“New summer collection is beautiful! My kids and I loved it, also my husband who hates shopping, bought couple of items from summer collections!!!”

Helpful Report

Posted 2 years ago

“No good quality, also found stains, the worst customer service and all agents are trained the same way. I spend over $2k in purchases in 2 weeks and they had defective products and did not want to replace them with expedited shipping or discount. The USA Zara is overpriced, their products have no good quality and you can find this in Europe for a lot cheaper.”

Helpful Report

Posted 2 years ago

“I purchased a $119 dress and returned as too small. They claimed it smelled of perfume and sent it back to me. I know it did not but what can one do over the phone? There was no perfume smell on it or the bag in which it came. They refuse to let me get a refund by returning again. Very poor customer service. Will not be ordering from them again no matter how pretty their clothes are!”

Helpful Report

Posted 2 years ago

“Zara screwed me of £150 - horrible service!! Everyone seems to be shopping from Zara and they sometimes have nice products. I was fooled into doing this but I learned my lesson. I had a problem with my first order that wasn't delivered and after a week of speaking to multiple customer support agents on chat and them promising to "get back to me", I had enough. I went back on the chat and I refused to leave the chat without a solution. Eventually, the agent closed the chat WHILE I WAS TYPING. absolutely horrendous service! How can such an allegedly reputable brand have such horrible service? Here's how I lost £150 which is how much my order that was never delivered was worth. And nobody helped me with this!”

Helpful Report

Posted 2 years ago

“Disgraceful. Sent a dress costing £45 that had clearly been worn. Crinkled, stained, broken strap and no labels. Promised a replacement when that didn’t arrive I contacted them to be told they were out of stock. Compensation- a code to reclaim postage on my next order after I pay for it in advance! Seriously?”

Helpful Report

Posted 2 years ago

Helpful Report

Posted 2 years ago

“Terrible, rude customers, they lost my packages and delay for 30 days”

Helpful Report

Posted 2 years ago

“Online order, no email confirming purchase therefore cant return items that don't suit Been in touch with customer service over three days regarding having a label sent because they never arrive even although I have given my email address . They have a huge technical problem and due to being too big a company they are losing sight of who made them successful in the first place.......Having read some of the complaints maybe Zara should invest in customer care and revisit the quality of their clothing as they say be careful who you tread on on your way up because you'll regret it on your way down, or something like that, not that I would wish that on the company, they will have hundreds of thousands of happy customers. Anyway I would like my return processed soon simply because I don't have a lot of money to have laying in paper bags while the Zara machine malfunctions.”

Helpful Report

Posted 2 years ago

“the best brand I have ever bought, thanks for such quality and incredible clothes”

Helpful Report

Posted 2 years ago

“Just been into your store Trafford centre Manchester asked one of the colleagues for a jacket and he’s literally walking away and I’m chasing him to be told I’ve not seen that for weeks and he walked off Customer service is diabolical”

Helpful Report

Posted 2 years ago

“Never again ! The worest shop ever!!!!!”

Helpful Report

Posted 2 years ago

“No women allowed in men fitting rooms?! Really?! In 21century?! This is totally scandalous sexist and discriminating.”

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Posted 2 years ago

“i like their clothes they are simple in design but very modern...they are not of high quality but you get what you pay for”

Helpful Report

Posted 2 years ago

“When Zara accuses you of wearing a returned item when you haven't. I cannot even explain how angry I am”

Helpful Report

Posted 3 years ago

“The worst customer service I’ve ever experienced. If you have an issue, goodluck - will not order from this company who doesn’t value their customers time or communication”

Helpful Report

Posted 3 years ago

Zara is rated 2.6 based on 973 reviews