I live in a city where we dont have Zara. So on my trip to ontario i bought my husband a jacket there. I came back home only to realize there is a big hole in the sleeve, large enough that its noticeable and i would have to get it fixed. I messaged on their site as thats the only way to get in touch with them and they mentioned to me that i can only return in store so the item can be assessed by a manager. Well its now impossible for that since i live in a city where there is no Zara, so i would have to fly back to do what they're asking. I sent them proof of defects, receipt, proof of tags still attached. Its been 1 week since my purchase and they wont let me send it back, they wont give me a partial refund or even a credit of some kind because of the inconvenience. Customer care is horrible! Make sure you check your items thoroughly before buying otherwise this may be your problem too

Zara's delivery service is a complete mess. My order arrived late, and the items were poorly packaged, resulting in damage during transit. Customer service was unresponsive and offered no solutions to rectify the situation. Zara, you need to prioritize improving your delivery process if you want to retain customers.

On multiple occasions I have bought clothes that rip or shrink with the first wash, but I still shopped here. Never again! Because they mock the oppressed ppl currently experiencing genocide. They are the lowest of humanity!

My purchase was for Christmas presents which I received November 27,2023. The items were not what we expected. So I requested a return authorization label to return the items…. And was flatly refused they have a 30 day policy but as we all know if it's a Christmas presents, you have to order it ….receive it …wrap it…. And give it. A day or two passes then the clothing is tried on. Doesn't fit then you request a return authorization after the New Year's in which everybody still on holiday vacation. So a few more days passed because you cannot get anyone on the phone…. It's a holiday.
At this point, I am stuck with items…. They don't fit…. And my granddaughter loses her Christmas present.
I have never been this mad in my life that they would not for Christmas extend their return policy. Never order again from Zara.

Refused return of online order claiming missing tags. No tags on arrival, so no tags on return. Item clearly not worn, in my possession less than 12 hours. They do such massive business they don't care if individual customers are satisfied. Will be glad not to contribute to cheap fast fashion's negative impact on environment. Lost money possible retribution for having shopped with an immoral company in the first place.

I ordered a pair of leggings from Zara, this was after my first purchase with them and they left the security tag on so I had to drive 30 mins to the closest store and ask them to remove. This time even worse! The pants they sent me where obviously used because there was a maxi pad in them! The tag also fell right off when I took them out of bag showing they had been worn. I'm absolutely sick.

I bought an $80 blouse from Zara. Per the tiny print on the care instructions, washed it once in cold water and it shrunk at least 2 sizes. Talked to Zara reps and a supervisor several times. They insisted that I didn't follow the care instructions They said to wash in cold water. I did just that. Got NO HELP whatsoever. Loved the blouse. Just wanted another so that I could dry clean it next time. I had purchased several other products from them. I have never interacted with a company that acted so unreasonably! Cannot let this rest. They are SO WRONG.

I purchased a dress from Zara and mailed back the item as it did not fit -- I have a tracking label and return receipt confirmation. I was never able to communicate with any customer service agents, the company would never email back, they don't issue refunds even if the merchandise is returned with tags within 30 days and they're unavailable to chat. All their customer service emails result in a bounce back and no one answers their chat windows. Horrible customer service and never received a refund. Zara is a scam company!

All I'd like to know is, is it really that difficult fulfilling an online order in 3 days - not even delivery but the whole processing? It literally takes Zara two working days to even acknowledge orders. Another 3 days processing and so it goes. Ordering makes it feel like we are ordering from China. The WORST turnaround time. Sadly, only one store in Cape Town. They could take cue from Cotton On, TFG, Woolworths in terms of turn around time, they completely suck.

I purchased a swimsuit at Zara's Disney Springs location in Orlando on 5/27/23. After wearing the swimsuit once it faded. I did not realize that the swimsuit was defective until I was back at home in North Carolina. There is no Zara retail store close to me so I called the company on 5/31/23 to let them know what happened with the swimsuit [I had to call two times to get an answer] I received an email on 6/14/23 stating that they regret they cannot help me since this was a store purchase and only a store manager can accommodate or deny my request. So basically I have to drive 10 hours or pay to fly to the nearest Zara to get my money back or do an exchange. This is totally ridiculous. Needless to say I will not be going back to Zara.

I love Zara but not anymore. I normally buy in store, but this time I decided to do an online order. I returned two items for the 3.95 shipping fee. The items were only tried on once. They were returned with all the tags. Zara indicated that one of the items was previously worn which it was not. I reached out to customer service, and they stood by not allowing the return and shipped it back to me. So now I'm out an extra $3.95 for the return shipping and an ugly ill fitting shirt. I will never purchase anything from Zara online again. If you are going to purchase anything from Zara I only recommend doing so in person so you can try on the items there. Then you won't get stuck with an item you don't want. Hop on over to check out the reviews on Zara's Facebook page. 99% of the customer reviews are a 1 star.

I shop at Zara quite often, whether these are offline visit or just enter this website and put stuff into cart.
What to say... convenient, what else. It doesn't take a lot of time for me to buy clothes, whether this is home wear, linen sweaters from Massimo Dutti or casual jeans.
I have no troubles with finding the right size as I know it perfectly and clothes always fits me good.
So, thank you guys, I would say... navigation on the site isn't flawless, but these are trifles to me.

I ordered a dress from Zara that arrived without a belt that should have been part of it. The dress did not fit so I returned it immediately with a note saying it was too large and arrived without the belt. They say I have worn the dress, which I have NOT, and that I should have contacted customer service to let them know there was no belt. Nowhere does it give instructions as to what to do when item arrives missing parts! Returning it promptly with a note of explanation should be enough! Called three times, one of which I was hung up on. Others say they will pass it along…then get the email saying no refund. This is ridiculous and I will never order from Zara again! Buyer beware!

Terrible company! Zara is no grateful for its loyal clientele whom is very patience with this company which for the most sales items that are almost disposable; ZARA clothing start to brake up from the first time you wear it.

They sent me an incomplete order and haven't refunded me yet. I wanted return the second order as the items look cheap.I was away for 3 weeks and they refused to return the item which were not even on sale.

WARNING***If you need to make a return don't expect it to go quickly. The reality is they don't want your return. They want your money and if you return the bag too. They don't refund you for that. I asked to speak to the manager because one associate was tell the customer about his life goals while there were 8 people in line. Then the gentleman was shuffling hangers and sorting the returned merch. Supervisor stated, "that's his job", I said "isn't assisting his customers top priority" and he said "nope, he's doing his job". No mater how many customers are waiting in line to make returns. Sadly they're more concerned about your money than there service!

Worst retail customer service I have ever experienced. Don't shop here, and don't trust them. I returned something by mail to there warehouse and they never refunded me even though the return tracking number showed successfully delivered.

I purchased a sweater and tank top for my daughter at Christmas. I returned back to town after holiday. The sweater was delivered with a run in the front of the sweater. Customer service would not receive return due to me passing 30 day return policy. Deeply disappointed on my wasted purchase. I would not recommend ordering from Zara.com. They lost me as a client and both my daughters after this purchase.

OK I heard from friends on a vacation that Zara is a great woman's clothing line. I order address in large and extra large expecting to return the one that didn't fit. I decided that even the one that fit made me look matronly, so I return both, they end up sending me an email saying that I did not follow the rules and one dress was worn. It was worn for all of 30 seconds maybe one minute while I was making the decision. No tags were taken off, though I don't remember what tags were on it. I have no recourse and that's a shame. I will never shop that line again.

I came on here because I could not directly review any of their items on their site. My first initial experience with Zara was frustrating. They have processes for returning items and they will not budge. However, once I followed their tedious process I received my refund, including shipping. Since then I have had nothing but good experiences with them. I order an item, I receive it within four days and it's beautifully packaged (instead of thrown inside a plastic bag which seems to be the norm with online retail). I have never ordered anything but baby girl clothes from them but everything I have ordered is the best quality and so unique. S&H is also very cheap (4.95) and QUICK. For these two reasons (quality & speed) I love Zara. To sum it up, it sounds like as long as you don't have to deal with customer service, Zara provides a pleasant experience :)