Zara.com
Reviews and Complaints

The below email was sent to Zara Canada (three weeks ago) and to the Chairman of Inditex, Spain (5 days ago) with no response whatsoever. I am very disappointed and annoyed. Please suggest if anything could be done about it. Thanks.
Warren Li.

Dear Sirs,

I bought a Zara Man Navy Blue suit (see attached pictures from 1-3) in late March this year at the Fairview Mall store that I love very much. However, the first time I wore a white shirt I discovered some funny bluish color on the back of the shirt collar. At that time I thought I had contacted something elsewhere by accident, it didn’t occur to me that it had actually came from the suit. That shirt was ruined because the stain couldn’t be cleaned, even after I tried to rub strong bleach on it – I then took it to the cleaner, it still shows a faint bluish tint after dry cleaning.

The second time I wore a white collar shirt with the same suit, I noticed the similar strange bluish stain on the back of the collar (see attached pictures from 4-5). I began to suspect that it came from the suit I wore.

On the third time I wore this suit with another white shirt, I am convinced that the bluish stain came from this beloved Zara Man Navy Blue suit for sure (see attached pictures of 6-7).

Now, all three of my expensive shirts are ruined. And, I am afraid to wear my suit anymore…

I’d like to bring this to your attention about the quality control of your merchandise, and to seek your opinion on exchange of this suit and compensation for my three ruined shirts.

I had brought this matter back to the Fairview Mall store on June 6 at approx. 2:40 pm and complained to the store manager named Francesco. He took my name and phone number claiming someone would call me back in a couple of days – so far, no one had contacted me whatsoever. I am very disappointed and unsatisfied that a giant company like Zara would treat its loyal customer with such no care attitude. I hope I do not have to resort to publicize my incidence to get your attention, though.

Yours truly,

Warren Li.

Tel: [protected]

Email: [protected]@gmail.com

I attended the Whiterose at 10am exactly on the 23rd of May the purpose of my attendance was to purchase clothing for my daughters funeral. We made our first stop at River Island and spent around 25mins browsing and trying on a few garments none of which were purchased or perfect for the sad occasion. Whilst leaving River Island Janine Rawlins advised she was to head outside for a cigarette. She asked which store I was to head to next I replied Zara and she advised she would meet me in there. She headed outside and I went straight into Zara which is situated next door to River Island. I entered the store to the left hand side and walked all the way through to the right I hope you are aware of the setting in this particular store it is a perfect squared U shape. As I made my way round to the right of the shop I stopped to look at some black colored tops. Whilst doing so Janine had arrived as I looked up to greet her I saw a member of your staff looking at me in the most disturbing way. I made reference as to the way she looked at me to my friend. Quite annoyed at this it took me a further 2 seconds to pick the top I wanted and we proceeded straight to the tills made my purchase and left the shop.
I would like to set the setting a little more for you. Your store is very large and very open with white floors and white walls everything stands out. All garments are set around the outer walls and few tables and rails within the centre. The store is very open planned.
After leaving Zara we proceeded to Select and had a quick browse inside. We left that store and I received a call confirming an appointment I had with the funeral directors regarding the arrangements of my daughters funeral with not much time to play with Janine headed to Primark and I headed to JD Sports to purchase a pair of trainers for the child I still have living and breathing. We then arranged to meet at the car as she was accompanying me for moral support in this sad time.
Whilst in JD I requested a size 1 pair of trainers for my son. The sales assistant was a little abrupt I though whilst replying “it will be a couple of minutes!” I replied “fine”. Whilst waiting I could see the assistant did not move again I thought what’s the hold up, why is he not moving I have somewhere to go. I continued to look around and when I turned around I could see he was having a conversation with a Police officer. Annoyed I was at this point as I was there first I thought in my head. The police officer left the shop and away the shop assistant went to the stock room. He returned within a few minutes with the trainers I had requested. I told him I would like to buy them and he told me they would be behind the till for me. I made my way over to pay for the trainers I had chosen. Then started to head to the car to meet Janine and proceed to my appointment. When I reached the doors of JD to leave I was meet by 2 police officers and 3 security guards who all bombarded me and ushered me into a corridor between JD Sports and the shop next door with Loud deep voices all I heard was “excuse me can you come with us please!”. In front of everyone the time was now nearly 11am so the shopping centre had started to get busy. I was dazed by this and confused with this and everything else I had just been through losing my child on the 10th May 2013. Hoping my friend was okay I replied what’s the matter, what’s going on? When entering the corridor the 1st police officer said “stand there in front of the CCTV”. Again asking “what’s going on?” the 1st police officer then said after radioing to whoever started to say “they have received a call form Zara advising them that I have lifted items from your store without paying!” Furious I was I couldn’t believe this is what your staff proceeded to do to me. I was being detained by the police, 3 security guards on the other sides of the doors all the faces looking at me as I was ushered away. The police officers asked for my details which I gave. Whilst he was checking them through their system fed up I dropped my bags to the floor and started to tell the 2nd officer of the lady giving me dirty looks. I dropped my bags to the floor they looked at my bags and the exact words were with a confused look on the face was “what, you actually made a purchase from Zara!?” I replied “yes of course!” and again told them of the woman and her bad behavior, customer service and the sheer lack of manner also indicating that I was going to be late for an important meeting with the undertaker.
Janine then rang to see where I was frantically I told her I had been detained in the corridor beside JD Sports and to come quickly not forgetting I was blocked in by 3 security guards as if I would resist or try to run away, being treated like a criminal. When she came they let her straight through and the 2nd Police officer asked for her details. She asked him what the problem was and he explained. She asked if she had been identified and he advised “yes” so she gave him her details. Once checked out they then asked how we got there. I replied “I drove” and they asked to search my car. I had nothing to hide and as they advised it was something they had to do I led them to my car to clear our names but at a price as there seemed to be people all around looking and pointing at us as half led by myself & Janine and the police officers to my car. Once this was done and the fact that the car and boot of the car was clear of any stolen property. They merely said that they had to follow up when receiving a call of this nature. I at that point I’m sure you can understand was fuming, embarrassed and upset as Janine was also. I could see it in her face. But a small ease for her as she was at this time on the phone to one of her parents who is a solicitor advising us through her what steps we should take. So I asked the officers if we were okay to proceed back to Zara to find out what the real problems was, make our complaint etc. Because nothing had been stolen. They said it was fine and gave us the PC numbers in case we needed them in the future. They apologized and also advised us to log the incident with the whiterose. We then proceeded back to your store with today’s current technology the iphone was set to record as we have been advised to take the story to the BBC I wanted there to be no gaps and nothing missed out and forgotten. Whilst entering the store we were met by the manager almost straight away. I asked the manager Sharon what we had done to indicate shoplifting she said “things have gone missing!” I repeated the question and she had no answer I asked who called the police she advised she did. At this point the lady that was giving me dirty looks walked passed and I made reference to her attitude and Sharon replied in quite a strange manner “that’s it, I thought it was strange that you would question the way she looked at you!”. I replied to the fact its not normal for someone especially someone who’s job is working within the public be making customers feel uncomfortable by looking at people that way. When your staff should be making customers feel welcome. Especially when there bringing custom to the store buying not stealing. It is even more unusual for someone to wonder why a person would not make reference to this as this is not appropriate behavior. She relied very rude and abruptly in her exact words “And that just why were different and walked off”. I replied to her “Oh so that’s what your problem is( as if I didn’t already know) “ your prejudice” I followed by “Thank you very much for your conversation just to let you know that this has been recorded and we will b e going to the BBC” and she walked away.
Now the store opened at 10am I entered the store at around 10.20 and made my purchase at 10.33. I didn’t so much as pick something up, change my mind and leave it somewhere else. To my knowledge there was no one else in the store it was that early so truthfully there should have been no cause for concern, no confusion and we shouldn’t of experienced this at such a delicate time or at any time at all.
Appalled I am with the explanation from your store manager it counts for nothing. As I’m sure it’s now going to waste your time our time and a number of people in the middle. Too much of a detriment to us all and could of easily been avoided with a little respect and compassion and overall half decent customer service. Abused is how we felt by what Sharon had to say in addition to the way her staff name unknown looked at us. As if we are not good enough. As if we are not the right kind persons to be entering your store and buying your merchandise. Is this what Zara stands for?
We then proceeded to log my complaint with the Whiterose centre itself as advised to do so by the police. Mrs. Robinson we spoke to who might I add has been very helpful and have taken time out to go through steps with me. And the time to follow up eager for this to be resolved and to find out how you have dealt with this situation. Horrified also about what you staff has done. She also gave us all the details needed to register our complaint
I rang you office the same afternoon and spoke with Heira at your head office. She took all the details and advised she would investigate the incident and call me back at the end of the day.
I received no phone call. I called again and she advised she would have to get back to me after the bank holiday. As you are aware I missed my appointment to see the undertakers. My daughter’s funeral was originally set for the 5th of June but had to be moved to the 12th of June. I have been in contact with my GP who advised I should refrain from work a little longer as all the additional stress was all too much. I had a mountain of things I need to buy to organize but depression set really set in. I was paranoid to go anywhere my confidence is low. I called several times after the bank holiday and got no where I was either put on hold for long periods of time and the call dis-connected. On one occasion I was put through to someone that works in the same department/office as Heira who would not take any initiative to deal with my complaint took a message from me and said would pass it on to Heira. I finally got through to Heira after weeks of trying and she then proceeded with she had been away and just returned to the office that day. She said has seen an email regarding the matter briefly but needed time to go through them and would get back to me. I stressed that it had been some time and the amount of messages I had left and could she confirm she would definitely get back to me that day even if it was still ongoing at least to keep me in the loop. She said she would and yet again I received no phone call. My final phone call to her I was told the case had been closed and the manager had been dealt with and there is nothing else to say. How rude, I asked her if I would receive some kind of notification of the steps taken in writing and she said it was on its way and I should receive it by the end of the week. It was a Thursday I received nothing on the Friday or Saturday or any other day. I realize at this point she has never asked me for our addresses so obviously nothing has been done. I made her aware of my solicitor she then proceeded to state that your company have nothing to answer to, you know nothing about the police being called and in the same sentence it was not your store manager that called the police from another store we were stealing from and ended the call. I’m absolutely devastated by the way your staff treats your customers. It is absolutely disgusting as if it was not bad enough already with your retail staff but then you’re in house staff also just made things even worse

I had gone to zara in montreal on may 9th at 3pm.I had gone to ask a chinese sales lady a question and she completely ignored me.I asked her if she could help me and she put her head down and act as if she didnt see me.So I asked another lady at cash if anyone was available to help me and she told me to see the chinese girl, so i told her the problem and she did nothing.The funny thing is she had notting to do but fold clothes.I called up the store one hour later and asked a young man for the name of manager and he told me they were not aloud to give that info out.so i told him the problem but he didnt care.I said i make 2000 a week and he replied it has nothing to do with the amount of money i have.bottom line i was discriminated against.

I wish to complain about the poor service I got this evening; at about 7:00pm French time; at Zara No 40 Champs Elysées. I was nagged and virtually insulted out of the shop because the smallish dark-haired Asian cashier asked if I had a code for my visa card and I responded that as she could see I was inserting the card into the machine and ready to enter my code. She just started talking about stolen cards. First, I'm a diplomat by the nature of my job. Therefore, I am highly offended. Two, I could have been her mum. I sincerely hope that you'll take immediate action to avoid this girl shouting at other people the same way. I can tell you that when the head of the section was informed, she did nothing but tried to cover up for the girl.

I never go out of my way to complain about customer service, however Zara's customer service is so POOR, I feel obliged to do so. Two days ago I bought a pair of shorts for my niece. I took them home and they were too small for her. I wanted to go back and buy more things at Zara so I decided to see if I could exchange them. I asked one of the clerks if I could exchange them for another size and she simply said 'no, sorry' and walked away. Then I asked for a manager and she came along, I explain the situation and she asked me if I 'read the receipt', I said 'yes, I know it's a final sale but I'd just like another size'. She huffed, explained how 'difficult' it is for them to do this, she would make ONE exception for me but I had to promise this was my last time. ? When I went to check out the manager wasn't around. I asked for someone to get her and they said they were too busy.
This isn't the first time I've had terrible customer service at Zara. No one is there to help you, they all work as if they have the worst, most difficult job in the world and I'm done. This last visit topped it for me, but I'll be sure to share my experience and I will not shop there again.

My son received an expensive pair of pants from Zara as a Christmas gift. I have spent hours trying to return them with no success. This included 1) visiting a store with pants, original tags, and return mail form. I was told that the original invoice was required, even though this was a gift. 2) Calling customer service to see if I could get the invoice. I was told to call a different number after about 10 minutes on hold. 3) Called the other customer service number. Was on hold 10 minutes before being disconnected. 4) Called back and got through. Was told that the store should have taken the pants back, and could have called to get the information themselves. They couldn't give me the invoice as I did not purchase the time. 5) Contacted the gift giver to get the invoice just in case. Finally got it and went back to the store. 6) Was told that they would not accept the return. They need a special code that is not on the tags, mail return label, or original invoice.

I had a faulty product bought for a Christmas present and was trying to exchange it. The Oxford Street branches were very helpful however the same cannot be said for the Covent Garden branch or the Westfield White City branch.

The phone was never answered in Westfield and I tried over two days. The phone either rang out or was engaged.

In the Covent Garden branch the man who answered the phone was very rude and refused to help unless I had the reference number of the item to hand. No other store refused to help and always did their utmost to take my full description of the product and its price point..

I am enormously disappointed as this falls well below the standards I would expect from a brand like Zara.

I ordered clothes to be sent to as a gift to a friend to be delivered within 3 to 5 days in order for this it to get to him in time for sinterklaas. First of all Zara refused to use a gift receipt and said they could only include a full receipt in the package.

Furthermore, 12 days after it was shipped, it still hasn't reached my friend and after numerous calls to Zara, they continue to tell us they don't know where it is. They've misplaced the package. They have not apologized or made any amends. Needless to say, I will never purchase anything from that place and will endure everyone I know knows how disgraceful and disgusting their customer service is.

I am from another province and I was visiting Toronto, I purchased a blazer & shirt for my husband at Zara's in the Fairview Mall, when I returned home I discovered the items were to small and I called the store about returning them for a larger size. The manager gave me the email address for customer service, I emailed all the information, never got any reply, I emailed again the second time, no response. I called the store where I made the purchase, talked to the manager again, she said she would call customer service and call me back shortly, after two days of no response, I called her and Alicia said she would call them now as she had not done this yet, she called me back and informed me the only way an exchange can be done is if I physically go to the store and make the exchange. This is terrible customer service and a rotten company to purchase product from.

I ways returning a pair of boots to zara dundrum
The original cashier scanned the incorrect barcode. Which happened to be the next size down, so barcode read 41 at the end instead of 40 and the gentleman had to call a manager.
The girl Karen approached and said I don't understand have you returned them before? I said no, and explained that the cashier had obviously scanned the wrong code-same boots etc and the other 10odd numbers exactly the same. She then told me to "Chill" and that I had an attitude problem. I have never been so embarrassed in my entire life. Even if your customer has a bad attitude you should NEVER say it to them. Having worked in retail for nearing 10 years I PRIDE myself on my service standards and also my team.

This way below ### of the earth standard.

When i repeatd what she had just said to me back to her she said "Yes I did, you came in here with an attitude." I said I waynted to get out of the store as quickly as possible and she added "I've no problem with that."
She added "You need to chill out". I replied she needed to check her language protocol and how she speaks to people. She approached me again and repeat her sayings-showing once again her own aggression.

I wouldn't be surprised if this girl were about to curse at me. I feel attacked by how she approached this whole situation. I have NEVER received such aggression.
The staff were horrified and staring at her.
When I asked te gentleman for this girls name-although I knew it she stormed back over a 3rd time and said "DONT GIVE HER ANYTHING" . The gentleman behind the till ways very kind and politely smiled embarrassed at what he had just witnessed.
He thanked me and I left. He also ways the only cashier in any zara that has ever used the word "Hello" when I approached the till, which I appreciate.

This woman should not be allowed work on a shop floor if she cannot deal with customers-if a digit incorrectly input on a receipt makes her aggressive, I pity zaras staff having to deal with Karen on a daily basis. For a manager to re-approach me THREE TIMES AGGRESSIVELY without waynting her to is beyond everything a manager should be. Managerial positions are meant to control, accommodate and support, she did none of these and completely humiliated me. I will never go near that store again. And she will be hearing my name mentioned to her, I assure you that.

I bought a coat from Zaras webiste. Unfortunately it was the wrong size so I requested to return it. As the nearest Zara store to my home is a 70 mile round trip I decided to arrange for a courier to come and pick my parcel up.

I scheduled this to happen and no courier came to pick up my parcel. I then contacted Zara ([protected]@zara.com) and they sent me a reply advising me to reschedule. So I done exactly this, I resheduled for a week this time to give them plenty of time to schedule me in. Again, no courier showed up. So I sent another email to Zara, this time I expressed my anger and dissapointment.

Zara did not seem to care about this, and just sent me another email advising me to reschedule. This process had taken 28 days, so I had two days to get my item taken back to store. I decided to actually to take half a day of work, and drive to my nearest store to return my item. I expressed this to Zara and again they did not seem to care.

I think the way I was treated wa unfair and this will affect me buying from their store in the future. I do not understand how their couriers can just not turn up.

I purchased a coat from Zara not long ago and feathers keep falling out of it. I'm not particularly happy and feel that its 70 pounds wasted. I'm being bullied at school as they now call me 'spring chicken'. Basically, never buy a coat from Zara. Every step I take, another feather flies out.

i've shopped in Zara for years now and always thought the client service was shocking. The Bond Street London Branch in particular.
I just think that if you have 20 people queing why have one person at the till that not only serves but also deals with refunds and exchanges and then 10 sales assistants floating about the store? some things are just common sense and this is at the Zaras around the country. A lot of arogance by some of the staff also

i bought a pants in zara in whiteleys 2days after that i wanted to refund it even i didn't use the pants just that time i tried in the store, after 2days even they have policy to refund in 30 days (as the manager in whiteleys branch told me) he didn't accept the pants he name is HAMAD i don't know zara they don't sell any thing thats why they don't accept their policy and they are so rude? without any damage he just told me you have used the pants.
I think sara getting worse specially with this kind of staffs which are they don't know how to talk to customer i never buy anything from Zara even if i find the best thing ...

I went to Zara, in Boston, to return two pair of jeans because they shrank too much after I washed them. Although I had the receipt and the tags, the sales associate did not help me with my return. After 20min of arguing, the sales associate agreed to call the manager. I had a bad experience with the sales associate, but the store manager (kelly) was even worse. First, she said that it was my fault because the jeans shrank. Second, she raised her voice to tell me that if I had a problem I can call corporate. Lastly, she told me in different words to f*** off, and never come back.

I tried a jacket in an extra small a fex weeks ago, went back today to buy it but no xs were on display. I asked an employee to find an xs downstairs. When she came back up she told me not to make up lies and send her to check for noting! Awful customer service!