Zara.com
Reviews and Complaints

I have problem with zara shop in torium avm / istanbul / turkey. Today I visit there and I wanted to change a product because of the quality problem. The shop manager made everything difficult and insult me like I don't have any right to not be pleased with its products. I am regular zara customer, it is the first time happened to me, I got shocked and dissapointed. They took my blazer jacket and they told me they will send it for test and they will call me on sunday. I am waiting for them, I don't want my money back, I just want to get another blazer jacket, the more expensive one. Money is not the issue, the service quality and feedback is important. The quality was not expected so I want to buy expensive one. Is there anything wrong? Because I can not see anything wrong. Please help me out about this issue. Contact with zara turkey istanbul - torium avm

Best regards,

I was returning the clothe I bought yesterday to Zara at Southgate mall in Edmonton, Alberta because my friends said the color was not good for me and i think it was a little showy. Plus it was a little small for me. I just had worn the clothe for about one hour. However, the staff (should be the only blonde one among the staffs who were working this afternoon) told me there were some crease on it and I cannot return it. Though I just had worn it for a short time I understand that if the clothe is worn I cannot return it. But I really do not know whether it is because I wore it that caused the crease or the crease was there when I first bought it. But it is not the point. When I walked out of the store I realize they took the tag on the clothe. However I am a keen tag collector. I kept all the tags from the clothes I bought. I know it sounds crazy but I do like all the designs of different brands therefore keeping the tags became my habit. It was the first time I bought clothes from ZARA so I was really sad that the tag was missing. Then I returned to the store and asked the staffs about the tag. I was pretty sure they took it. However, the blonde told me they cannot do anything for me and her attitude was really really bad. I told her it should be one of the staffs that took the tag and she even did not try to look for it for me but refuse to offer me any help. Then she told me it may be in the dumpster. I told her that Id like to find it in the dumpster myself. Then I did find the tag there and I was the staffs that dumped it. I understand that though, because the tag was really a small thing and they may dumped it. However, the blonde started to call the manager of that store and said there is a warning that a lady insisted to find the tag of that clothe but we cannot return the clothe for her even if she had the tag. I didnot know what shes saying that time. Then when I told my friend she told me that if I wanna return the clothe the tag should be along with it. Because I never returned clothes before so I actually did not know about it. However, I am very angry that she was not just doubting me that I tried so hard to find the tag was because I wanna return the clothe, but also she was making that phone call in my face as if she was warning me about not to return it whatsoever. I do think it is very very impolite to making this kind of phone call in my face about the thing I did not do. Plus her attitude was really really bad and made me so sad. I think as ZARA is such a big company. it should pay a lot of attention to its customer service. However, this lady really makes me frustrated about their customer service. And though it was just my first time buying stuffs in ZARA, I do not wanna buy anything from ZARA in the future.

Bought a shoe which got damaged after one wear. i took it to Zara store they kept it for 2 weeks to repair and repaired it so badly .On requesting for new piece store manager asked me to use the same knowingly that it is getting broken right infont of his eyes . very very very bad service and quality ...

I had a really bad experience at the Zara store at the Topanga Mall in Canoga Park 91303. I purchased a dress in September to wear for a wedding in October. When I tried on the dress at the store it fit me perfectly and I was saving it for the wedding event so I did not try it on again until a week before the event. When I put the dress on and tried to pull the zipper up, the zipper head gave way and the I could not close the zip back up. This was just the second time I was trying on this dress. I took it back to the store and the sales associate refused to take it back. I asked to speak to a manager who was equally rude and refused to take it back on the grounds that I was bringing it back past 30 days. I was not asking for my money back, just an exchange for something else because I was stuck with a dress that was clearly faulty or damaged and couldnt wear it. I was shocked at how the manager treated us at the store and determined to take my complaint to corporate. I was even more shocked to find this company does not even have a phone number or person to reach to speak about the complaint. You have to email them through their INDITEX website and even though I sent several emails I am yet to recieve a response. Just terrible. I used to love shopping at Zara but I cannot even bare to look at their store now.

I want to state, that based on the complaints in this facebook list, I would never shop at Zara Robson Street Location in Vancouver. The staff sound horrible, and the company does not stand behind it's customers. This is very informative for me and I will spread the word to all my facebook friends to read these complaints and not shop in the Robson Street Location in Vancouver. We do not need this type of management and customer service on Robson Street. If you cannot be nice and give the customer the right to express and return their merchandise without being insulted, I think we should all know about it and refuse to shop there. I will try to start a boycott against the store. Please everyone else that feels it is a horrible place to shop... tell you friends and family and not go to the Robson Street location in Vancouver. With the complaints that I have read here, you will not be treated properly. You deserve better. Spread the word... No service is no business and then they will soon be gone. Rents are expensive and if they do not get the business they will be gone and we can get someone in there that respects the customers.

a girl who is working in Zara Egypt Carrefour alexandria branch has pulled the dress from my sister hands and removed all clothes from infront of her just because she is wearing Niqab(egyptian Hijab) on thursday 22 of september 2011 at 8 pm . I want my complaint to reach the general manager and a seriuos action is taken against that girl and I'm waiting for a reply

I tried to sent my complaint via the Zara website but (to no surprise) you cannot do this! I was hoping they would see this and address the way cutomer service is handled.

I was visiting the flagship Zara store on Regent Street on Wednesday 31th September at around 12.15pm. There were 4 children outside in floods of tears as their father had had a seizure and was being attended to by paramedics in an ambulance parked just outside the store. I stopped to ask if they were ok and while they explained they didn’t know what was happening to their father, one of the Zara sales assistants came and shooed them from the doorway, asking them to stand in the corner (they were already in a corner and were not obstructing any customers). She didn’t bother to ask why they were crying.

I went in and spoke to that same sales assistant (I regret not getting her name now) and explained what had happened to these children. I suggested a member of staff could offer them a drink or perhaps periodically make sure they were ok until the paramedics could speak with them but she rather rudely informed me she didn’t have the time and she was very busy. Indeed.

I am a mother of a much younger child but I would like to think that if I was taken ill then my daughter wouldn’t be left to cry in the street and ‘customer service’ would extend into human kindness and she would be comforted. Before you ask why couldn’t I stop if I had the time, I did, and bought the children refreshments and cakes and waited with them until the paramedics could speak with them and let them know how their father was doing – all of this was right outside the store. Even the paramedic was disgusted that 4 children were left to cry in the street.

I have to admit I was livid with the sales assistant and spoke with the manager who informed me that they are very busy. I hope they somehow read this and understand that customer service does not just mean getting a garment or shoe in the right size.

For ZARA customer service, to the attention of PLINO
Topic: - Letter of complaint

I faced to you with a lot of confidence that you will Dealt with severely in the nasty incident that I encountered when I wander around zara's branch in Israel, mainly in Nazareth ZARA's branch

I wandered around in all over the world in zara's branches, and I am a very loyal customer, but like this nasty service I didn't saw all my life!

I entered Nazareth zara's branch to buy for new boy a present and I hasten to my work
Zara workers help me to choose a kind present and they make me convinced and satisfied.

I turned to the cash register to pay, and I stand queue like the other customer, I dare to ask the cashier politely, if she can calculate me because I was so hurry to my work!

And here is the big choke when she looked at me in a cruel glance and she answered me in insolence, Imperative mood tone: -
"wait like the other people in the queue"
And I heard bad saying, that customers mustn't heard
The cashier whisper to the second cashier that I am "mentally ill patient"

Yes, I heard this saying and I am sure that all the customers that they wait in the queue they heard what I heard!

I am a dr. and I'm not a "mentally ill patient" I insulted in my Shopping Experience instead of to derive pleasure from shopping!
I insulted In front of everyone…..

Shame on you! Fie! ; Unacceptable, disgusting!

I left the present and I didn't answer the rude cashier!
I run away from this bad branch that include these kind of workers
And I look after address that I can contact you especially the holy and literary sources that is you in Spain
Because you are a Spanish company that I trust that you didn't make customer embittered, neglected and make Client against you

In this behavior you make me not only Indifferent customer but also Customer enemy!

The cashier called "anna bochman" I asked the workers to bring me her name
A lot of workers they didn't tell me and I get it at all!

These rude workers mustn't be in zara service
And they need moderation!

With a lot of confidence that you will Dealt with severely in the nasty incident that I encountered

• (I talked with Responsible for customer service that called PLINO from zara Spain customer service, she ask me to write all complaint letter)

Dr.osnat kohen
Dr.[protected]@hotmail.co.il

While shopping in the mens section of the Zara store on The Strand in Sliema, Malta, I came upon a rack of Polo shirts all of which were the same model. The only difference was their colour. On top of the rack was a sign which said, "SPECIAL PRICE €25.95. On the end of the rack was a navy blue shirt. It had a price tag of €27.95 on the shirt, but as I said their was a prominent sign on the rack stating "SPECIAL PRICE €25.95.
I took the item I was interested in and proceeded to go to the cash check out on the main floor. The cashier scanned the item and said it was €27.95. I pointed out to her that the rack had a special price sign on it. She said she would check and called the attendant on the first floor to inquire. She came back with the answer that it was a T rack and that the item was on the rack where there was no sign. I told her this was not the case.
I went back to the first floor where I clearly saw this was not the case. The sign was on the rack I took the shirt from as there were 3 or 4 shirts remaining with the same color. The Manager on that section then changed the stories to two separate explanations. The first was the sign didn't mean all the items. (They were all the same model of polo shirts with different colours. The rack was only about one meter long) Her second explanation was that particular color of shirt, the price tag stated €27.95. I said to her that they were all the same model and there were 4 or 5 of the same color on that rack of about 20 polo shirts and a prominent sign sating a SPECIAL PRICE.
I then asked to speak with the store manager. While waiting for him I noticed this was not an isolated incident. In fact the store has a policy clearly as I went around the store looking for other racks with SPECIAL PRICE signs and the item on the end, (a popular colour) was higher priced. This is indeed a sales strategy of ZARA.
When the store manager Malcolm finally arrived he came with the manager of that section. They obviously knew what the complaint was. I told him I felt Zara was using deceptive marketing practices. He defended the store position saying the price tag was €27.95 and the fact they had placed 4 or 5 shirts at a higher price on the SPECIAL PRICE rack, that was of no significance. As I pointed out, they use this deceptive tactic throughout the store. They were quite unapologetic.
There are 2 issues here. The first is in my opinion ZARA is attempting to mislead its customers. Secondly Zara spends millions of euros every year advertising to attract customers and yet they practice in deception to cheat their customers and anger them as well. I personally will never shop in this chain store or its affiliates again. I will also spread the word around as well as forward this complaint to several consumer protection agencies and the company itself. I don't quite get the rational here.

I was told repeatedly that I was not allowed to stay in the changing room area because I was not trying on clothes. The fact that I would be the person who would be paying for my daughters clothes did not matter. I was told to ask my daughters to go back into the store every time they tried on something different. It didn't matter that I was helping do up back buttons, fetching items in different sizes, etc.
One employee told me the policy is a theft prevention measure. Another employee told me that was not true. I was also told that this had been the policy since the store opened but I had never been told to leave the changing area in this store before. The store was not busy; maybe a third of the changing rooms were occupied so I don't think it had anything to do with reducing crowding in the changing area either.
I was harassed the entire time my daughters were trying on clothes. It was not a experience that I would like to repeat.

These two took the IDs and decided to scam and not pay.
They have a couple of addresses.

1) John Paul Arreglado
Planet Hollywood Business Center
3667 Las Vegas Blvd South
Las Vegas, NV 89109
2) John Paul Arreglado
2845 Providence Way
Pomona, CA 91767
Email: [protected]@gmail.com

Posted by [protected]@anonymousspeech.com

Ieri mi sono recata da Zara nel Centro Commerciale Freccia Rossa di Brescia, sopra una bacheca dov'erano esposte solo scarpe era appeso il cartello "TUTTO A € 29, 99". Ho chiesto ad un commesso se il prezzo era quello riportato sul cartello ed alla risposta affermativa, ho deciso di prendere due paia sandali, uno color cammello ed argento e l'altro rosso. Alla cassa il cassiere mi dice che il sandalo color cammello costa € 49, 99 mentre quello rosso € 39, 99 e non € 29, 99 come riportato sul cartello. Ho cercato di dire che se un prezzo veniva riportato in grande su un cartello, quel prezzo doveva essere, ma il caporeparto mi ha detto che si erano sbagliati ad esporre le scarpe ed i prezzi erano quelli maggiorati. Non ho acquistato nulla in quanto se un prezzo è esposto, quello deve essere. Ho sempre fatto acquisti da Zara ma ora penso che nonentrerò più in un loro negozio considerando il comportamento avuto.

Last July 9, 2010, 2000 HR, while passing the time, to fetch our daughters watching the Usher Concert, we chanced upon Zara in SM MOA on sale. My husband & I checked it out, in case, leather jackets are also on sale.
We were glad that a line of Men's leather jackets were on sale to almost 50% (exact original price is about 8k). The section carried a big sign that says the sale price. Taking advantage of the windfall, we took 3 leather jackets, all priced at P2490.
At the cashier, we were told that they should be P3490 (1K more). We told the cashier, why is that so? We told her, they should have pulled out all the items wrongly tagged, so, it does not deceive, confuse, trap, compromise the customers into buying an item, w/c surely was chosen because of the discounted price at that time. It should not be when already during payment that they will be informed of the mistake (of inefficient / careless employees). I even told them, in the USA, whatever price is attached to the item, even if it's only $1 (to an originally $1000), the price tag will be honored. Precisely, because it is not the fault of the buying customer, but the lapse in their work. (And if 2 prices are attached, the lower one is followed in the payment). Mind you, a lady and son, were also in the same predicament, with a few shirts on their hand. She also expressed the same sentiment. Since the line behind us is getting long, & there was no point complaining, because, even her supervisor concurred w/ her, we had no choice, but to go on w/ the purchase, together w/ some other items, using our BPI credit card (w/c can afford the additional amount, of course).
I think the staff should have rectified their mistake, as soon as discovered behind the scene, not, at the customer's presence & expense. This is pure ineptness. What if the customer was paying in cash (& her money is just enough for the price tag)? That person will have to forego the purchase, feeling sorry and embarrassed, that she can't afford the higher price?
A few days after, at Zara Greenbelt 5, we related our experience to the sales staff, and they were apologetic & said, they should have honored the price tag. I know it's a loss for the company, but, won't you be losing your customers also, and the reputation of your highly regarded store (a favorite of the family), because of this? This is POOR CUSTOMER SERVICE & POOR MANAGEMENT.

Invoice No. [protected] & -15 : Machine ID No. [protected]

We hope to hear the official stand of the store and Zara, as a whole, regarding this matter, not only this particular incident. Thank you.

I just had a bad experience at ZARA Glorietta today July 10, 2010 at 3:00pm by having my wallet stolen inside the store premises.

I believe it happened when a fat lady wearing white shirt, pants and with pony tail bumped me at the kid's section. I immediately went to the guard and asked if they can close the door but the lady just told me just to talk to the manager. Ten mins had passed but stil i cannot see a manager, the guard didn't even bother to help out and look for the manager.

Once I was able to talk to the manager, he just asked my name and my number. I asked again if they can close the door but he said they can't. I asked if they have CCTV so i could check. unfortunately they have none.

I am terribly disappointed given that ZARA is a high end store and I was shocked to hear that they don't even have a CCTV. They don't even know how to protect their customers from pick pocket people.

Customers beware!

I wish to share my experience at Zara Brent Cross to highlight their desperate moves to keep money in their till!

I work at the Head Office of an established retailer that prides itself of it's excellent customer service. I have had an extremely busy month having been on holiday, and work being hectic due to the company's clearance commencing in this month.

I managed to fit some time around my busy schedule to return a pair of shoes which I had purchased 31 days previously (their returns policy is 30 days, but please bear in mind that the amazing hot weather, and of course the World Cup had withheld me from visiting the branch the day or two before).

The assistant who was supposedly "in charge" shook her head when the assistant had called her over to check wether it was ok to process the refund. She refused to give me her name when I challenged her decision as, having worked for numberous retailers, I know that the store manager can use their descretion in such circumstances to overide the system (Ihad been a store manager too!).

To add to the frustration, she was not sympathetic, nor did she offer an alternative solution such as a credit note, or an exchange. In my oppinion, it is the branch's desperate attempt at meeting their sales targets in this econimic climate.

Perhaps Zara, or indeed Zara Brent Cross, should take a leaf out of the company in which I work for, or any comapny which go the extra mile with their service. The customer will always remember good customer service, but more importantly will remember the poor service, and share their poor experiences with others more so than their good experiences!

I could go on but I wanted to take this opportunity to warn others of my experience. Having spent on average £150 every month in Zara, I am now compelled to spend my hard earned cash elsewhere (sorry this may seem petty to some. What can I say, I'm passionate about service). Such a shame.

Im writing to express I felt Zara at Maidstone Branch UK have treated me in an unacceptable, unreasonable and unfair manner.

On 22 June 2010 (Tuesday), Ive brought an unwanted skirt to exchange for other goods whilst I reached to the till, I have noticed there was no receipt to be presented. The Shop Assistant refused to exchange the goods, in the meanwhile the Shop Manager also turned up to the till and I explained to her that I have bought the skirt at the weekend, so the Shop Manager started to search through her file containing receipt records, however, while I was still trying to recall my memory for a specific time just to help her to progress further, she had changed her mind and she slammed her hand on the file. She got annoyed and refused for the exchange. Then she has just walked away.

Her rudeness gestures and facial expressions have showed that she was very impatience, short tempered and I have given her such a troublesome in the morning. I have felt ever so embarrassed to beg for an exchange in front of all other customers which the items I have already paid for and was unwanted.

I have not been noticed their list of policy and this kind of situation havent been happened to me in the past. Since then, I have found the receipt at home. I returned to Zara and produced the receipt and the goods for a full refund which they abode.

In the above case, the Shop Manager has managed to obey the company instructions, however, she have not only neglected assess my circumstances appropriately in respect of taking a glance of the returned goods (which all of labels was still hanging out of the skirt), but also failed to maintain their code of conduct towards their valued customers. In view of this small matter, we will not shop at Zara in the near future as such rudeness attitudes towards customers would not be tolerated.

I would like to advise Zara that they could give more flexibility and adaptability to customers in respect of above situation and improve the staffs conduct by giving them more professional trainings and advices towards customers relations. At last, I, sincerely urge you to deal with this matter without further delay. Thank you for your attention indeed.

i guess Zara will just be ignoring all their complaints because they dont hv any customer services at all.