Zara.com
Reviews and Complaints

Purchased a shirt as a gift. Threw out receipt when it looked like the shirt would fit. Security tag had been left on the shirt. Returned to store. 3 managers unable to figure out how to take the tag off because it had to go back into inventory and out again. Turns out the shirt had 2 security tags on it, one of which was the wrong one. Spent 30 days working with customer service to try to resolve. In the end they said they couldn't. Clearly they thought I stole the shirt and was trying to return it, because they couldn't find the electronic record of purchase (because the WRONG security tag had been scanned). It was a $30 shirt. So in the end I walked across the mall to H&M and purchased $300 worth of goods there. I will never shop at Zara again. Store managers should be given discretion to write off a $30 mistake that was made by their staff. Instead, they have alienated a good customer and I have told dozens of people. makes no sense

Hello.
I received my order and I was very upset
These boots have a marriage.On the right shoe there is a spot (worn out leather)
I can not send my order back, because I do not have the ability to make a print for a return
Can I get some discounts, like compensation for the fact that my shoes are defective?
Thank you for your understanding.
 My Order number: [protected] My email [protected]@mail.ru

Today on 8/30/17 at 8:00pm I entered the store at 34st Herald sq. I was shopping at the men's department near the fitting room next to the shirts area. Before I even touched a shirt, I was approached by a dark skin lady with a short hair. With an attitude without even saying hello, she said what size? And when I was about to leave I overheard her mumbling "I hate these freaking customer". This experience alone made me not want to buy anything.

8/28/2017
Treated like trash from the representative Jamie on the online number. The first red flag was that they delivered part of my order on a Sunday and I never received the other half and was told to just wait and see if it comes. I didn't even receive an email like most online merchants do to tell me that my order would be shipped separately. I told them that under no circumstance, will I just wait, they didn't have to wait to receive their money so the answer was no and after about 42 minutes they told me that some of the remaining order was no longer in stock. To my shock and dismay, I got my sister to order the jacket and she said it was still in stock...wow! I told her to ask them specifically if it was available and the answer was still yes. Per the rep, she said that if the item is not available you won't be charged and it would allow you to see it in the initial stage of the ordering process. I called back and asked to speak to another representative and or a manager/supervisor and was told that they would have to schedule a call back for the manager to get back in touch with me after I had waited on the phone for 57 minutes. Under no circumstance will I ever patronize ZARA online or in stores...retrain all the so-called customer service reps and or managers too.

I went to the Zara at the Eaton Center to buy 2 dresses I put on hold. The sales associate who put my items on hold did not ask for any information other than my name when taking my items, not even how to spell it. I asked if she needed anything else and she said no. I went back the next day to buy my items and I waited 15 minutes in line for the cashier to tell me she couldn't find my hold items. The cashier got another sales associate to check for the items and she could not find them either. After knowing they lost my items the sales associate did not offer to help me collect my lost items, or do anything to restore the situation, rather she dismissed me. I received extremely poor service and will not be returning to this location, or any other Zara for that matter. This is not the first time I've experienced such poor service at Zara.

Dear Sir / Madam,

I have shopped at Zara for many years and often tell people it is my favorite shop.
However, in the last 6 months I have purchased 2 items in Australia that are of extremely poor quality.
The first is a pair of blue and white striped linen shorts. The crutch has worn out completely after about a dozen 'wears' and there are now holes in them.
The second is a pair of brown shoes. The tongue of the right shoe has never sat properly and always requires me to adjust it. I have tried to use a clip to fix it, but the tongue of the shoe always protrudes above the clips.
I paid an unjustifiably high amount for these 2 items to be unwearable after such a small amount of wears.
Although I do not have the receipts, I hope something can be done.

Kind regards,
Nicholas Large

I visited the Covent Garden store on Wednesday 2nd August and bought a black jacket for an important work event and black trousers for work.

At the work event I put the jacket on and realised it had frayed on the sleeves, this was an impossible situation for me to fix as I had nothing to hand to rectify the situation. I had to wear the jacket as it was very cold and had no choice but it's been poorly made and I don't want to wear it again.

Today is the first day I have worn my new trousers and my colleague noticed they had split the whole way up the leg (about 30cm's) I was in a client pitch so this was a very important day as well and I'm very disappointed that Zara has let me down on both occasions.

I'd like to request a full re-fund for both of these items.

Dear Zara.com
I've placed an order on July 6, 2017 and I've had urgent family issues after which I've had to travel out of town. I called Zara store at square one shopping centre and Zara.com costumer care and they were very strict to the policy of the 30 days refund. I'm complaining against this policy and for not giving any exceptions or other options for circumstances like these. I understand that this is a store policy but sometimes some other options or exceptions should be given to frequent customers. As a very active customer, I'm very disappointed for not being given any other chances or options although I'm late for only 2 days. All other big retail stores do give at least store credit/exchange/ or accepting of return after the return period is over.

I had ordered shoes on line, Zara sent me a totally wrong pair of shoes and instead of red they sent me a pink colored shoe. I called and was told to either send the shoes back or take to a store ( which would be faster) I did that the following day. I was told they would mail me the correct shoes that was 7/21/17. Today, 8/7/17 I decided to follow up and was told sorry we don't have that shoe type so you're just going to get a refund. I love this store but I don't think I'll be shopping there anymore. At least not on line.

I purchased a jumper on 9th of july as per my credit card transaction and it didnt fit well. I went to the store and tried to return the product as promised by Zara cashier that it can be returned within 30 days.
The Manager there said it is only with $ xx as per my system as u donot have invoice I cant offer you full refund .
I failed to understand that I have credit card transaction plus I am returning within 30 days why cant they offer my full amount of store credit or refund.
I am not fussed either is fine.
I would like to make official complaint.

Hi, my name is Aishwarya Mahulikar and I'm a member of Zara. Very recently (27th of July), I bought the Join Life White T-shirt. Since it was a basic t-shirt, I immediately removed the tag as I thought why would I possibly want to return it. This morning (4th of August) when i wore it, my roommate pointed out a small stain near the hem. I went to the store in Broadway NY from where I had bought it to return it and then the following happened.

The store manager accused that I was lying about not having worn it because it was missing the tag and refused to return/exchange the item. I was more than happy to exchange it but she completely refused in-spite of it being a quality defect which is not my fault at all. Furthermore, she said that it smelled of laundry and I'm so disappointed that someone would make such a false accusation for an item worth 10$. I had absolutely nothing to gain from lying. If that stain was my fault, I would have happily washed and kept it instead of taking the pains to return it.

This is not the first time I've purchased something from Zara and if you check my history, I buy stuff very frequently (both in-store and online) and never has such an incident occurred before. Unfortunately, I do not have a photo of the garment because I returned it back to the store without receiving any money back. If it helps, it looked like a very small rust stain.

With what has happened, It is my humble request to be refunded for this item (I had paid 9.99$ excluding tax). I will still keep shopping at Zara because my entire wardrobe is filled with your products and I would love to continue doing so. I have been treated unjustly which is what is upsetting more than the quality defect.

Thank you very much in advance and I sincerely hope that a just decision will be taken for the inconvenience. This is much appreciated.

My registered email ID is [protected]@gmail.com. I'm happy to provide more details if needed. Please feel free to contact.

Hello,

I ordered many items (clothes) two weeks ago online in Paris.

After waiting for two weeks, Zara couldnt deliver the items and instead of compensating me with resending the package, they offered a refund!

I lost time leaving work just to make it home bu the time of the delivery, which they delivered nit in the hours pronised or they would deliver to the wrong address!

This is such a disappointment! Zara cant habdle a small delivery!

This is so unacceptable!

I'm very dissatisfied with how your company handled the problem that I had with not receiving my shipment. I normally request order shipped to a store for pick up, but this was 1 time I placed order online & my address was automatically defaulted to RD instead of View suffix, so unknowingly I accept the default address. After tracking my shipment (which stated delivered but I never received) I then called Zara the day right after & was told by a rep that it was delivered & to an address w/same house # w/RD suffix and it was 2mins from my home. I then tried using GPS from my home to that address & found that it was 24502 NOT 24402. I met the lady of the house who told me that she told the delivery man that it wasn't her & gave it back to him. With all of these info, I contact Zara NUMEROUS times & was told someone will get back to me, but never did. I had asked nicely that Zara either contact the shipping company & have them go back to that address to verify that it was in fact 24502 and NOT 24402 or send someone to test it out them self, but was refused. Zara refused to refund & referred me to ontrack (shipping company that Zara used), but when I called ontrack I was yelled at & told that they have a contact with Zara & was noted by Zara cannot help me but refer me back to Zara? Needless to say, I am EXTREMELY dissatisfied with the type of service Zara provided and with all the info that a customer had given, one would think a big company as such would be more considerate & do more investigation for the benefit of the customer.

Good Afternoon,

I went to Zara in the Bayshore in Ottawa, Ontario (July 15, 2017) to return a few items which my son received for his birthday. I provided the 3 items to the sales representative along with the gift receipts. I asked the representative if I would be receiving a giftcard or a voucher or some sort. She was unfamiliar and could not give me an answer.

The initial representative did not know how to process the return, so she asked her manager how to do so. They weren’t sure if they were to select courier or customer from what I gathered from the discussion. The manager (of kid's department who refused to give me her name) then called the Rideau location and asked how she is to complete the transaction. She then told her employee to select Customer.

They processed one transaction first (even though all 3 items were on the same order). As soon as that was done, the representative provided me with the receipt and my initial gift receipt I provided. I said hold on, where is my gift card or voucher? She was clueless. She then went to her manager who confirmed that was the correct way to do it. At that point, the manager completed the second transaction for the remaining items.
I then received another receipt which was useless to me, since it clearly STATED that the refund has been issued to the original method to payment.

I asked them what am I supposed to do now? The manager who was unprofessional and should not be holding such position with her lack of intelligence, told me that I should call Zara.com. I simply stated, why should I the customer be calling Zara.com if you are the one who processed the transaction. If you did not know the end result why did you even process the transaction(s)? She aggressively stated that she followed the procedure and sometimes there are technical problems. I said really, well what am I supposed to do now…you’ve given me these 2 receipts that I cannot use to purchase new items. I suggested she call Zara.com herself and give me a call back to see what is to be done. I provided my name and number. She informed me that she would call Zara.com on Monday. I have no received a phonecall from the store.

I was extremely upset at this point, this had taken over 45mins of my time. My friends who were waiting for me at a restaurant upstairs already ordered and ate their meal. I came back when they were finishing up their dessert.

I called Zara.com today and they informed me that the store processed the transactions incorrectly and unfortunately they cannot reverse the refund. Although, the Zara.com representative was extremely polite and explained the details to me, I do understand that it is out of her control to do anything about something that has already been processed through the store.

My question now is, who is going to rectify this problem? It is not my fault that your Store representative, or specifically the incompetent store manager did not know what she was doing. I refuse to go to the original purchaser of the items to ask them to 1. Buy me a gift card from Zara 2. Provide me with cash for the amount of the return. This would be ridiculous. These are not an option whatsoever. ZARA is the one liable, as your employee was the one who made the mistake.

The order number for report is : [protected]

Transaction #1 – Article: [protected]
Transaction #2 – Article(s): [protected] & [protected]

Please contact me via email or by phone after 3 :00 EST.

Thank you.

Trish

P. S. No one has contacted me regarding the matter. I was told by an online CHAT representative that the transaction cannot be reversed.

I've never had good or positive experiences with Zara's customer service, but this time is the most ridiculous and worst customer service experience I ever had in my entire life. The reason I chatted with Zara's customer service is because Zara had processed one of my returned item to the wrong order. Though I understand it might be my fault that I put two returned orders in the same box, but it was coming from a good intention of trying to save shipping cost or label or box (tree)... Anyway, so to avoid the confusion for zara, I purposely wrapped two orders separately and attached with the correct invoice copy in the wrap. I even highlighted the return item for them. Since one of the return item are on both invoices but different price, they have refunded me with the wrong order number which has a lower price. N*t*sh* from zara customer service was not helpful at all and told me that zara processed returns based on the documentation attached or label on the box. I felt like she tried to push the responsibility to me if I have used the wrong order#'s label. Unfortunately for her, I was really careful this time knowing that it might get confused if it's not labeled correctly. So for sure that I didnt mess up the label or documentation. In the end, she couldnt give me any other explanations of why zara had processed the return incorrectly, she started ending every sentence she answered with "Is there anything else I can help you with?" My first time ever felt getting "push away" by a customer service rep., if she could, I believed she would close the chat window the first time she asked. I have saved our conversation and wish I could upload it here... she asked total of 7 times "is there anything I can help you with" in the last 5 minutes of our chat, not including the other 2 times she asked earlier. she closed the chat 3 minutes right after she asked the last time... I felt Zara customer service reps are so moody or unhappy both of two times I talked to them, and my sister has the same experience as well. we are both zara lovers, one third of our wardrobe are probably from Zara. After this time, I will try not to buy anything from Zara anymore... Goodbye Zara

I visited New York from May 2 to May 9 and shopped at Zara's in Jersey City Newport mall sometime during that week. I purchased a couple of thing and a day or two later decided to return one of the items. When I went in the store I was notified by the ladies on shift that I could not be refunded on the credit card I used because of technical issues with their credit card system. I had my receipt and all the tags were on the cloths so there were no issues with the store’s return policies. The manager of the store said she could give me a gift card instead. I told her that I am visiting from Canada and since the only way to get refunded was on a gift card I decided to go ahead with her offer. I asked her several times to make sure that I could use the gift card in Canada. The manager then called someone on the phone to make sure I could use the gift card in Canada and then she assured me that I would be able to use the gift card in Canada. I was happy with the outcome. On July 21, 2017, I decided to shop at Zara in Burlington Mall in Burlington Ontario. When I went to the counter to pay for my items I presented the gift card to the cashier and was told that it does not work. I asked the cashier to call the manager and I explained to the manager that I was assured by the manager in Newport mall Jersey City that I could use the gift card in Canada! The manager gave me a phone number [protected]) and said to call so that they could help me with my issue. I called on July 25th at 5:30pm and spoke to Andrene who said she was a manager. I can’t say that my experience speaking to Andrene was any better. She was not sincere and quite frankly didn’t sound like she cared about my experience. She sounded like she was reading a script when she was talking to me and was not empathetic. Andrene then told me to email another department because she was unable to help me with my issue. It seems like she was trying to get rid of me and I didn’t feel like I was a valued customer! I’ve been shopping at Zara for many years and I’ve never been treated this way. I don’t think I’ve been unreasonable, I just wanted a refund for the items I bought. This whole situation has left me with terrible memories of the customer service at Zara. I had to take time out of my busy day and call the customer service department, then write this complaint letter hoping that someone can help me. This is not what I had expected and I promise that my days shopping at Zara have come to an end. If anyone cares and wants to help I can be reached at [protected] or at [protected]@hotmail.com.

My order #[protected] has be shipped to me with two separate shipments but with two pieces missing. I reached out to Zara through online service, but they said they didn't find any problem during the shipment. That is not a good answer. I am sure you have inventory data and can tell those two items are really missing. Or maybe they misplace the two pieces to a different package. I never got those two pieces, but they still insist nothing wrong with them. This is seriously ridiculous! Now I have two pay $$ for their mistake, and they did not enough apologize! Never want to shop with Zara anymore. Worst customer service ever! Never had this kind of bad experience before! Shame on you Zara! I have to think about legal way to solve this problem!

I usually buy on line. I needed to return a few items which did not fit. I work in NYC so I mistakenly decided to go to store on 59th Street which is closest to my office. The experience was awful. There was a line of almost 20 people waiting. We were told that the Internet was not working and it was taking some time. Note, This is not the fist time. Since I was the next person on line and since I had waited almost 45 minutes Already, I decided to wait a little longer. After an additional 15 minutes, I reached the cashier. The manager said as rudely as you cannot imagine that they were not taking returns from purchases made on line because they had to call customer service and give them the information item by item and that if shoukd go to another store. How do you allow this! rhis is the worst customer service!

I ordered a shirt through the Zara App, after i submitted it i realized the quantity said 2, so I immediately connected to a customer service rep through their "chat" and let her know i ordered 2 shirts in error but only needed one.She reassured me that it was not a problem and to let the order go through and she will email me a return slip so i can send the extra one back soon as it arrives.
I waited and never received the return slip. so i connected to another rep (Kayla) through their "chat" .
After 20 minutes she came back to say that her records show the purchase was made 30 days ago and it is now out of their return policy.
I explained to her that I have already made the request immediately after i submitted the order and i was just following up now. but she kept repeating the same thing "sorry, the purchase is out of the 30 day time frame". So i asked her if her record shows that i spoke to someone 2 minutes after the order was placed and she told me i did not have to do anything. She came back and said " I do see where you requested your order to be modified. However our record shows this order is out of 30 day time frame". As I was writing back to say that then her record is showing that i contacted them for the return way before the 30 day policy, she cut me off and not only shut down the chat but some how also completely blocked my account. i could not even log back in to the app.
this is terrible customer service, and quite simply rude.
I spend thousands with them every year and cannot believe they the treatment. they might as well not have "lie chat" and rather have a robot repeating itself "sorry you are past the 30 days time frame". The thing is I was not past the 30 days, she admitted that she saw my request to modify the order on record.
Never shopping there again! They should be ashamed of the way they treat their customers!

Hi,
I work in a high end retail store and I always treated my client s with the upmost respect. I always shop at Zara. On 07/13/2017, I came to the Newport mall to return a shirt that was too short for me. The associate Brehanna ID 508292 didn't even great me or respond my greetings, she made the return with no eye contact or even opening her mouth. All she did was to point out the pad to ask me to insert my card. When she finished the return she threw the receipt at me. I was so shocked that I was speechless. I ask for the store manager and her name is Pricilla, and she said that I should go back and yell at the associate. I didn't know that Zara customer service was that Ghetto and unprofessional. I know that if I stop shopping at Zara, that wouldn't make any difference but I rather go spend my money where I am well treated