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

“I spent a fortune with them on 4 April still waiting cant find a phone no, live chat no point far from live.VERY disaponting”

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Posted 4 years ago

“Really responsive customer service team Delivery as expected Beautiful product”

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Posted 4 years ago

“I placed an order two days ago and the they said it would be delivered on Tuesday! I received an order update to say it has been delivered but nothing has arrived!! I tried to contact Zara and I have no heard back from them! They keep shutting down the virtual chat when I try to contact them. I urge you not to order from here.”

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Posted 4 years ago

“ARROGANT AND CONDESCENDING. I ordered a dress on 3rd of April. Estimated delivery time was 22nd which makes sense these days, that’s okay. When on the 21st the status of my order still said in preparation I contact the chat. They said there was a delay with the courrier. So it is shipped I asked but they didn’t bother to reply anymore. On the 27th i receive an email that they “managed to successfully cancel my order”. WHOT ?! On the chat i asked why they cancelled. Something went wrong in the ordering process but “i am welcome to place an order again” ?!?!?!?? In the mean time the dress was sold out and I wouldn’t dream of ordering again with a company that is so arrogant towards its customers. I complained on facebook and via mail, i received an answer saying the order eventually was cancelled and hoped that with this information they have provided me with an answer. I could always place the order again. First time to try Zara and will never do it again.”

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Posted 4 years ago

“The customer service at Zara is by far the worst I have experienced. My parcel that was due on the 17th has still not arrived. I have contacted them 4 times to be told we will get back to you in 48hrs and absolutely nothing every time. Quick to take your money but service is none existent.”

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Posted 4 years ago

“AVOID AVOID AVOID AVOID AVOID! I wish I could put zero stars. This company has the worst delivery service and customer service I have ever had to deal with. I ordered for next day delivery to then be told that the delivery could not be made and it would be delivered the next day. I checked and Zara had put the address in slightly wrong and they said that I would have to wait 24-28 hours - fast forward a week and I am still waiting for my delivery. To make matters worse the delivery was split in two which means the second part was due for delivery yesterday (Wednesday) It was not delivered and they can't tell me when it will be delivered as yet again I have to wait 24-48 hours. Each time I have bene told to wait for 24-48 hours I do not receive an email with any confirmation and then I have to contact them again and then I am told to wait another 24-48 hours. When I asked them to put the proper delivery address in - I was told to wait 24-48 hours, this was a week ago and they emailed the courier service with the same address that was the incorrect one in the first place, it is only today I am told that it was wrong and they have no emailed the right one and that I will AGAIN have to wait 24-48 hours. The customer service team are rude and don't give you any details are tell you what is going on. They then exit the chat when they can not be bothered to talk to you anymore. I am appalled and disgusted by the sheer rudeness of the customer service team and how Zara operate. I have always been a big fan of Zara and often shop there - this is my first time with delivery and it will be my last. I understand that with the current situation that deliveries are delayed sometimes but Zara have had a problem with their deliveries before this even started - when you look back at the reviews. I contacted Zara again with a complaint - over chat as there isn't even a way to put a complaint in on a form to make sure your complaint is received and AGAIN was told to wait 24-48 hours. So here is where I am at a week later - no idea where my orders are, no one knows and no one is telling me anything apart from that I should wait 24-48 hours every other day. I have spend £230 on clothes for my children and nothing. I will be seeking financial compensation and will be sure to tell friends and family to never shop with Zara again. AVOID AVOID AVOID!”

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Posted 4 years ago

“AVOID AVOID AVOID AVOID AVOID! I wish I could put zero stars. This company has the worst delivery service and customer service I have ever had to deal with. I ordered for next day delivery to then be told that the delivery could not be made and it would be delivered the next day. I checked and Zara had put the address in slightly wrong and they said that I would have to wait 24-28 hours - fast forward a week and I am still waiting for my delivery. To make matters worse the delivery was split in two which means the second part was due for delivery yesterday (Wednesday) It was not delivered and they can't tell me when it will be delivered as yet again I have to wait 24-48 hours. Each time I have bene told to wait for 24-48 hours I do not receive an email with any confirmation and then I have to contact them again and then I am told to wait another 24-48 hours. When I asked them to put the proper delivery address in - I was told to wait 24-48 hours, this was a week ago and they emailed the courier service with the same address that was the incorrect one in the first place, it is only today I am told that it was wrong and they have no emailed the right one and that I will AGAIN have to wait 24-48 hours. The customer service team are rude and don't give you any details are tell you what is going on. They then exit the chat when they can not be bothered to talk to you anymore. I am appalled and disgusted by the sheer rudeness of the customer service team and how Zara operate. I have always been a big fan of Zara and often shop there - this is my first time with delivery and it will be my last. I understand that with the current situation that deliveries are delayed sometimes but Zara have had a problem with their deliveries before this even started - when you look back at the reviews. I contacted Zara again with a complaint - over chat as there isn't even a way to put a complaint in on a form to make sure your complaint is received and AGAIN was told to wait 24-48 hours. So here is where I am at a week later - no idea where my orders are, no one knows and no one is telling me anything apart from that I should wait 24-48 hours every other day. I have spend £230 on clothes for my children and nothing. I will be seeking financial compensation and will be sure to tell friends and family to never shop with Zara again. AVOID AVOID AVOID!”

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Posted 4 years ago

“Very poor quality product which ripped within 2 weeks. Customer service were contacted 1 month after purchase. Declined to refund or replace”

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Posted 4 years ago

“Yet another unsatisfied customer. Back in February, I tried using Zara's online service to purchase some clothing. The package did not make it on the date that was supposed to be delivered. Only a month later I received a return invoice and a refund without any explanation whatsoever of what happened. I tried reaching out to customer support in their chat service. Selena, Zara's representative, would not provide relevant information on why the delivery service was not completed, except to say: Your purchase has been cancelled. Try buying again. My immediate question was: if Zara doesn't help me understand what the issue was, how do I know I will not have the same issue with my new order? Her answer: "We cannot guarantee anything" It is incredible unusual to hear from a Company's representative that their company is unreliable. So, just in case this was an isolated case of a representative that is bad at their job, I tried reaching out other members of their Customer's support department on a FB private conversation to help me understand the issue that I am having with Zara's online service and delivery. Their support was as unhelpful's as Selena's: You got your money back, there is nothing else we can do for you. They didn't even attempt to listen to my questions and my needs. Whenever you hear about companies with great customer support, you know that they will turn a bad customer experience around into a positive one. Zara is far from this. Especially at this time, when online customer experience is becoming the regular way of consuming goods, Zara is far behind from their competitors and has no future in the digital business due to frustrating customer experiences such as this one.”

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Posted 4 years ago

“I probably spend £1000 over a year on Zara, yet I was recently burned when purchasing jeans which were to large for me. I tried to return, with a bank statement and days after the original purchase and was told this wouldn't be possible. My receipt was damaged due to rain and unreadable. I just wanted a simple exchange. Awful and poor responses and lack of empathy or consideration towards the situation.”

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Posted 4 years ago

“The after service xx us cx appalling I am cx trying to get my money cx back for xx something I returned in January I was to a friend who returned a faulty jacket with a broken button she had worn it the assistance tagged it up and put it back on the rail it is disgusting and so unhygienic I am going to report them”

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Posted 4 years ago

“Disappointed I had to give 1 star to write this review Zara need to review thier exchange and refund policy they are unwilling to accept goods without a reciept even if you provide proof of purchase by way of a bank statement. I witnessed a customer become visibly upset explaining to one zara staff member after the other she had lost her purse with the reciept in it however the customer had a online bank statement on her phone as proof of purchase the items being returned were not accepted so she was left with 2 items of clothes which she has no use for. It is absolutely disgusting zara treat thier customers in this way proof of purchase should be accepted and this policy zara has must be changed by pressure from thier clientele we thier loyal shoppers.”

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Posted 4 years ago

“RUBBISH!!! Customer service! Rude and abrupt!!! I tried to exchange two items, I’d removed tags to wear, to then decided I needed a larger size so didn’t wear. I decided to try returned with tags, receipt and bag to be told that I was unable to exchange!! I’ve always been a massive Zara fan! NO MORE!!”

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Posted 4 years ago

“This should be a Zero rating! Awful customer service. Ordered online and did not receive my parcel in time for my holiday. They could not locate the parcel and kept telling me they were waiting for an update from courier service. Refused to refund my money. Was a loyal customer but won’t be shopping there ever again”

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Posted 4 years ago

“Awful service Zara has worst customer services ever. I bought item from zara just wanted to colour exchange. They told me can't refund or exchange because i didn't have receipt i showed bank statement. They said can't do anything, all the staff like broken record keep repeating same thing. I know they can exchange in good will gesture but they dont do it. Its frustrating because i have to keep item which i dont wanted. I think as customer we should escalate their poor customer service to higher level or sign petitions against them. The prices of goods keep going high but quality of service is shambles”

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Posted 4 years ago

“Avoid. Avoid. Avoid.”

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Posted 4 years ago

“I received a coat as a Xmas present in Dec 19. It was purchased mid Dec 19. It did not fit and I was away over xmas. I went to resolve this in mid Jan and was a day over the 30 day limit for a refund. However, they do not exchange after this period either. The xmas extension returns was for items purchased in Nov 19 and had to be returned by end Dec 19. This makes absolutely no sense as people are busy/away over the xmas period and who gets all their presents in Nov. In addition the lack of exchange after 30 days in their policy is terrible. Zara seriously need to review what competitors are doing and get up to speed with it. I cannot imagine how many customers they will be lose due to this. I for one am one of them.”

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Posted 5 years ago

“Croydon store. Massive queues one girl on the till clearly hating her job. Manager walking around pretending to look busy and other staff just folding tops on a table. Asked why you don't put other staff on the till. He just walked off. Black security guard comes to people in the queue and starts being rude to customers saying well if you try to return things in the sale.... I DONT CARE. Seriously. Zara is the worst shop on the high street. Used to love their clothes but they have become poor quality and over priced looking little better than Primark.”

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Posted 5 years ago

“Awful customer service by zara I been calling the customer service line they don’t bother at all. I ordered a dress and when I opened my parcel I saw a red trousers !!! Absolutely shocking. The lady said over the phone it takes 15 days for the money to go back in to your account ! Its 5 to 7 working days and when i said its zara responsibility to send a correct item from the first place im not ordering another one she put the phone down.”

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Posted 5 years ago

“Awful customer service by zara I been calling the customer service line they don’t bother at all. I ordered a dress and when I opened my parcel I saw a red trousers !!! Absolutely shocking. The lady said over the phone it takes 15 days for the money to go back in to your account ! Its 5 to 7 working days and when i said its zara responsibility to send a correct item from the first place im not ordering another one she put the phone down.”

Helpful Report

Posted 5 years ago

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

Zara Reviews