Bought 3 items on their website as presents for Xmas. Never received them. Zara refused to refund or reship the items claiming that I did receive them even though there was no signature on the delivery (said it was left at door, but there was nothing there). They conducted an investigation and decided everything was fine. I never got them and had to contact my credit card company so they could demand a refund on their end! Terrible customer service, horrible experience, never shopping here again.

I ordered over 40 items and realized one little blouse missing, contacted customer service and got a message that warehouse said they shipped the item. Swear God, I opened the boxes with my two kids and it was not there.
Do I have fun wasting my time trying to do the right thing over a little cheap clothes? No. I just simply can't pay for what I didn't receive. Zara cs says they can't refund nor replace at all at this point.( it took a while for them to figure out to answer me) I asked them to solve the problem since it's not solved on my side yet. I don't know why I have to write this on Christmas eve in the middle of baking cookies with my children. I don't usually write reviews. I'm very upset about their way of avoiding customer service. I won't pay for that blouse that I didn't receive. I'm getting a refund no matter what.

Faulty product fell apart after a month. Reached out to Zara. Every time they asked for a picture, more information (never in one go; I'd provide them something and they wanted an additional detail). After all that now they want me to send them the product to issue a refund. So, 2 hours later for a $30 kids jacket - this has been the worst customer experience. This company is truly atrocious.

Purchased an expensive top in the Zara sale. Wore once, washed at 30* as per care instructions, and it shrunk beyond being able to wear it. Neither in store manager or online customer service via WhatsApp would refund me despite having the receipt dated within 2 weeks and the original price tags. Store told me to contact customer service. Customer service told me to contact store. No refund.
This is the 2nd top from there with the same issue.
Definitely should have read the reviews before expecting any resolution for faulty items.

I have ordered many items online from Zara over the past few years. Some items have poor quality but I have had luck with good quality for most. Unfortunately, in my most recent order, I received a cardigan sweater for my 3 year old that has loose threads on the edge that look to have been tied together in a knot. I contacted the customer service over the Chat functionality and it was a terrible experience. Not only did it take the representative 4-5 minutes to respond to each message, but she had me text her photos of the item and said it had to undergo an internal review process that takes 24-72 hours. THEY sent ME a defective product yet it has to undergo a review before they return or replace it?! I will not be purchasing from them again. If you decide to, you'd better hope everything arrives in mint condition.

This Shop does not understand customer care or service, i have tried for a week to raise a serious complaint and still no one will call me back. I have been deliberately lied too on 6 occasions and have had to call over 10 times as well as send 6 emails and still nothing!
The amazing thing is that the issue was there fault in the first when they sent me someone else's order! I would strongly recommend not using there online shop as if you get a problem like i did they will not resolve the matter.

Do not shop here. Items are cheaply made with rough seams and no lining. Tried on an item and then returned it when I didn't like the quality of the material. Tag still on. Never worn. Sent back for return and they sent back to me saying it was an unsuitable condition and cannot be returned. This is the way I received it. It was poor quality. Just very sad return policy. Horrible customer service. Only order if you are willing to take a chance on getting a subpar product, cheaply made, with uneven and rough seams, and if you don't like it, you cannot return it.
I'm never been treated so poorly by Customer Service. Will never order from here again. Save your money or spend it somewhere else. They just lost a lifetime customer over a $50 return.
Now I am stuck with a cheaply made dress that I will never wear.

I would give 0 stars if it let me. Purchased a very expensive, small trash bin ($70) that arrived cracked in multiple spots and unevenly stained. It isn't just for collecting trash, but actually a piece of trash itself! And when I went to go review it on Zara... it was gone... no longer in existence days after I ordered (Zara customer service has no explanation for this)... seems very sketchy, especially with the condition I received mine in. Customer service offered no reprieve beyond me having to waste my time and money to repackage this piece of literal trash and send it back to them.

So basically they have my money for the past about 7 returns. Noone there gives an answer as to why, its like pulling teeth, I wonder if this is even legal. Somehow I was told that one of the returned items they never received for like 19.99. They said I need to pay, paid it the second they sent me the link, and when I call they have no idea what I'm talking about! I have 8 case numbers pending, they are sitting on over couple hundred of dollars, and there no-one to talk to!

Buyers beware. During zara's sales the warehouse people take advantage of stealing products by claiming they send everything in the order. Meanwhile you receive half of the items, which were cheap. But nevertheless, they don't send you all the items. They claim their packages weigh much more than they actually do in their shipping labels. So that when you claim your missing item, the claims department denies your claim. I have to pay for an item I never received. Yes, cheap, but it was paid for. Meanwhile someone in their warehouses is stocking up their stolen items to sell on ebay, or some other platforms. Sick and deceitful and WRONG. Zara, do better than that.

Sent in a flawless return within required time frame. Received email it was not acceptable. Item was never worn, in fact, I had ordered a size larger. It did not fit. Looked them up on Facebook and there are countless complaints regarding the same issue. They are deceptive and scamming people.

I purchased one bomber jacket and one shirt dress at the end of Dec. I paid over $100. The price for both items dropped dramatically shortly after my purchase. I paid double price for the current price. But they don't have any price adjustment policy and the only thing they suggest me to do is return them and rebuy it. Feel so regretful so choosing Zara. Because they do nothing for customers. Their customer service should be grateful because they have many good designers. Otherwise, I think the brand can not survive.

I bought my first Zara item online for in-store pickup. The store couldnt locate the item. The item is now sold out. Had contacted customer service via live chat and proceeded to get disconnected four times! When I finally got through my request, I was immediately asked if I wanted a refund. My response was could you see about locating the item first? It was like no one wanted to make an effort to help me get what I paid for.
Was due to hear back from customer services in three days. Never heard back. I then placed a call to complain. Asked for management to contact me. Was told Id receive a call back. No response. In addition to getting my money back, I will not stop until I do speak with management because they really need to know that this treatment towards customers is unacceptable.

My first online purchase with Zara will definitely be my last.