I spent $170 on zara.com. One of the items I bought was a pair of children leggings. After one wash the leggings were completely pilled and looked terrible. I contacted zara by phone and they told me to send an email with a photo. I did this and got a computer generated email saying the email address was no longer valid. I called back and they said they no longer have that email address and to instead get online and chat by message and send the photo. So I did this and the person told me it would be reviewed and someone would get back with me. Several days later I get a call saying it wasn't the manufacturing so they will not issue a refund. Mind you, I am asking for a return of $13 and I will gladly send the leggings back and this is on an order of $170. But no, they will not stand behind their products when the fabric they choose does not hold up after ONE wash. Terrible customer service. This would not happen at Gap or Jcrew. Companies in my opinion that offer WAY higher quality clothes.

This is a 100 billion dollar company that does NOTHING but waste your time. I ordered my package on December 10th... never received it... on December 18th I called to complain... and they advised they could not help me until it showed delivered... opened a case on December 20th and. MAGICALLY the tracking said delivered on the 17th... which is NOT at all true... why would I call on the 18th, 19th, and 20th if I received it on the 17th.? What sense does that make... Now instead of taking my word for it they are wasting my time investigating. You would think they were the freakin FBI with all of the investigative work they have to do... I HAVE NEVER FELT SO DISPRESPECTED... they have terrible customer service. They do not value their customers at all.

I will never purchase from Zara again. I drove 100 miles out of my way on a trip to purchase a product they only sell in stores. I called and made sure they had the product 3 hours in advance and they said they would hold it for me. When I talked to the sales associate when I arrived at the store, they said one of the boxes was empty, the other was the wrong product and that they didn't look to make sure. I called customer service, she laughed and patronized me. She said she was the supervisor and highest position available to help me. Said they wouldn't do anything and wouldn't sell product over the phone and take a credit card. I get the fact that only sold in stores sort of makes it more exclusive and brings customers into their stores. If I was a store manager, supervisor, etc for that company I would have made an exception to keep a happy customer. Word of mouth travels. We would never see this from other retailers that are in their league. Gap, Old Navy, Pac Sun, Hollister... As far as the scent (cologne) I was looking for, I'll stick with Versace, Prada, Chanel, Mugler, and others that can appreciate someone's business. I don't like being mocked and laughed at.

I call all smart shopper Men and Women to stop shop at Zara untill Zara change its
Return policy and allow returns without recite for a store credit or untill able to locate it on your credit card. Zara does not aligned with the standards of well known retail stores with respect to the new technlogy of Sending reciete via email. Thier cashier system is completly old and outdate from the nignties and does not fit with the new and modern era. Zara make it extremly difficult and unplesent for its shopper to return marchandise witout reciete telling them to change it to the same item they dislike from first place in different color and size calling that good gesture.

I *NEVER* write reviews, good or bad- but I really want everyone to know how TERRIBLE of an experience I had with Zara. First with my online order being lost, and then when I tried to return one of the items- now my "refund is lost" after 14 days. (?) I placed an order in mid-April, and they sent me the wrong package. I contacted them for my replacement, sent the incorrect package back in a timely manner (could've kept some of the items as I could tell their operation is pretty unorganized & they wouldn't have known-- BUT, didn't!) & they arranged for a replacement. Got the shipping notification for "express 24-48 hour" shipping. Although after a week the package never came. They said it just got lost & had to send out ANOTHER replacement. I finally got my package almost a month after placing the initial order.
I ordered 2 similar jackets to choose from, planning to return 1. Luckily I live by tons of Zara's & was able to return it in person (it probably would've gotten lost in the mail if I shipped it back- lol.) On the receipt, it said my refund would automatically come with in 10-14 days. Pretty long, but I waited. Today is the 14th day- talked to them on the phone & my refund is "missing" so they filed a case... I have been trying to speak to a supervisor and waited on the phone for 30 minutes & the call was disconnected immediately after I was "being connected to the supervisor" how convenient!

TLDR: It took me a month to get a package, and now it's taking me 14+ days to get my $100 refund on one of the items. Customer service is TERRIBLE.

My girlfriend bought me a wind jacket from the ZARA in Durban, South Africa, and could only give it to me on my birthday (which most normal people do). It was more than 30 days from date of purchase when we tried to exchange it for a larger size as the one she bought was a bit too tight. It was then that I experienced the most inhumane and horrifying display of policy and customer service. We were told that there is nothing they can do as the 30 days have lapsed. Under normal circumstances I would understand why the item could not be exchanged. However, my jacket was in PRISTINE condition, still in the original packaging and unworn. It is in even better condition than the remaining jackets of the same kind on the shelf. Whats all the more disgusting, is the fact that when I emailed them, they merely restated the policy and refused to help me. I am really upset about this because my girl and I are students and we dont work. The jacket cost her alot of money and now we are in this position. Thanks ZARA - real nice of you to do this. By the way, the enforcement of their return policy in this instance is contrary to South African consumer law - specifically the Consumer Protection Act 68 of 2008. They think they caan hide behind policy just becausee they use it in 88 countries. NEWSFLASH: Every store is subject to the laws of the country in which they are found. Disappointed and angry.

A few weeks ago I spent just 900 dollars in Zaras for the fall/ winter season. It's been an unusually warm fall, so I haven't been able to wear all my sweaters. Anyways, A few days ago I went to go put on one of the sweaters that I purchased and noticed a huge mark along the front of the sweater. Very noticeable. So, I went to the store to exchange my unworn a sweater. NEVER worn and tags still attached. When I went to return it, I had l the receipt and the manager said because it was outside the 30 day exchange or return period I could not exchange it for another undamaged sweater. Now keep in mind they still had the exact same sweater in my size in the store and they still refused to exchange it or give me a store credit. Never once did I asked to return it. Only exchange it, I still wanted the sweater. Instead she gave me head office number. When I called that number they told me they were going to email instructions to put in a claim to have my sweater exchanged. I waited and waited and wait. Never got an email. So I called back and the lady advise it can take up to two hours to receive their emails. Ok... next day no email so I called again... long story short finally filed my report with pictures of the damage in the sweater, pictures of the tag attached to the sweater and picture of the receipt. They did call me back a week later, to advised it was declined. Why. No idea the girl on phone did know. Only that it was declined. Ps. I was trying to exchange the sweater on day 31,1 day Late. They just lost me and my family as customers.

The clothing is good quality and the beauty line is also as good. The beauty line is so underrated and deserves more recognition. Zara is just missing the opportunity here to push it more but trying to showcase any of their products on their website is a major issue.

Their website is archaic and horrific to navigate. I never purchased anything from their website just because it looks like nothing would work. You have to traverse through numerous pages to get to the products. Just view the website, you hit a homepage that literally has nothing on it. Then, you have to click to get in to the main content of the site. The main content you land on has nothing to do with any of their products which they should be focusing on.

The stores are fine, never had an issue in one. The layout and merchandised displays are well presented. The employees in the location where I shop are nice and helpful. Kudos to the store level presentation which is an eye freshener compared to their online presence.

Zara as a company needs to reevaluate a few things, revamp their website and push their cosmetic line more aggressive. If things don't change, it's just an average brand to consumers.

Zara has recently posted inhumane photos disrespecting the atrocities happening in Gaza. As an Arab citizen I will not stand here in silence! I used to be a frequent shopper at Zara but after this recent incident I can't say that anymore. The disrespect or genocide in Gaza is something that I will never let slide. So please for everyone reading this, if you are here in support of Gaza please reconsider buying at Zara!

Below are some links that show proof that Zara is disrespecting the genocide in Gaza:

https://static01.nyt.com/images/2023/12/14/lens/12xp-zara1/12xp-zara1-articleLarge.jpg?quality=75&auto=webp&disable=upscale

https://english.madhyamam.com/h-upload/2023/12/11/*******-2.webp

The shipping company " ONTRACK' Zara used did not deliver my package. I saw the ONTRACK delivery truck passed by my house, but the driver did not drop off anything. However tracking record said " delivered." right after. I immediately called Zara cutomer service and talked DANIEL. He suggested to wait till next Monday. ( It happened on Friday afternoon.) There was no delivery on Monday either, so I called Zara customer service for replacement or refund whick Daniel promised. Two days later they responded to me via email; NO REFUND NOR REPLACEMENT. THE PACKAGE WAS DELIVERED AT THE FRON DOOR. I was at the front door at the time truck passed by and called customer service to report the incident. I am very upset the fact Zara did not try to investigate the case. It really discourages me to make another purchase on line.

Bestel hier NOOIT meer.
Mijn dochter koopt online een t-shirt en deze komt kapot aan. Na contact op de chat zouden ze een nieuwe opsturen, per direct. Ik kreeg een retourlabel en heb het kapotte shirtje direct retour gestuurd. Na een week vraagt mijn dochter, waar blijft mijn shirtje? Dus ik neem weer contact op met de klantenservice, daar wordt mij dood leuk verteld dat ik een refund krijg en dat ik het shirtje maar opnieuw moet bestellen en dus €4 verzendkosten moet gaan betalen. Sorry hoor maar voor mij is dit de omgekeerde wereld... nooit meer!

Terrible customer service. Terrible return policies. Would not take back an item more than 5 days after Christmas.

Ordered from their website and the items were never delivered. Had to dispute with my bank. Never again.

BUYER BEWARE, NO RETURNS AFTER 30 DAYS DURING CHRISTMAS HOLIDAY! THERE NEEDS TO BE A CLASS ACTION LAWSUIT AGAINST ZARA STORES AND ZARA ONLINE SHOPPING! SPENT OVER $350 AND COULD NOT RETURN!

This is the worst customer support I have ever experienced in my life. I buy everything online and I shop for children clothing a lot, as I have 3 kids. My neighbor recommended Zara to me for my daughter some clothing. I ordered 7 items and the package came disshelveled and the tissue was wadded up in my box, and I received 4 out of my 7 items. When I called customer service, they told me they would open a "case" to review. So, to start, they didn't believe me and thought I was stealing from the CO. I then called back 2 weeks later to ask the status of the "case". They said it was denied as the warehouse said they packaged all the items. The customer service rep left a note saying she called to let me know, but I never received a call. I called back and spoke to a manager, who was equally as rude and nonchalant. The are "reviewing my case" still. I called back today, to have the first rep hang up on me, and the second rep said they were having "system issues" and assured me she would call me directly back. Her name was Chakevia. I never received a call back. I will continue to call until this is settled but I have never experienced anything like this in my life, so I want to continue to speak out until its resolved.

Boycotting ZARAS O
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Cleansing to Palestinian on 2023 is not forgettable and this brand deserves to be boycotted for ever.
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