Placed an order online to pick up in store since I've seen all this bad things about home delivery, 3-5 business working days to pick up in store is their promise it's been 15 days and still nothing, I called 3 times giving them a chance to at least provide me with an update, nothing I asked for a price adjustment since I've been waiting over 15 days and my order hasn't even been prepared but of course they can do nothing. Horrible dishonest business

Zara would not take two of my online returns because they said I did not follow the return policy and because my clothes smelled like perfume they would not return them. When I asked to speak to a manager about this policy, I was told that the manager was unavailable. I will never shop as are online again and I suggest you do the same if they can make such incredible claims without any founded information.

I would like to follow up with the fact that I just received my order back in the mail not only was the package not even opened. I went to smell the clothes because they claimed they smelled like perfume, which is strange because I don't often wear perfume. And we all smelled the clothes and didn't smell a scent of perfume on them. There is no way to prove this on either side and the fact that this is a policy that Zara stands behind is completely insane.

Worst return experience, don't buy cloths from Zara if you want to return them (specially the one in Amstelveen). They make you stand in queues for hours with only one person at the counter, who btw is in no rush to gain customer points. They don't care if you have an emergency or your child is falling on the floor exhausted standing in the line for over 1.5 hour.

The floor manager doesn't seem to care, other than rearranging the queue to fool new customers into buying and only regretting if they have to return.

Zara has always been #1 place for shopping on my list until my most recent encounter. I ordered 357 dollars worth of items since I was traveling. It was mostly clothes and sandals for my daughter. At the time when I track the package, it said that the package was at the shipping company Lasership, who by the way are a bunch of thieves themselves. Long story short, the package never came. After calling Lasership multiple time to inquire about the package, they told me the package has been lost. Spoke to a rep at Zara who then said some of the items were no longer available, but she will refund that portion and ship out the remaining items which she will expedite. The package did not arrive until a week later. I know Zara is a big company but every single one of your customer counts and should be treated accordingly. You just lost a great customer.

I don't know why there is so many bad reviews about Zara. I will admit that customer support is not good, that is why I gave four stars but clothes are more important here, I am buying there for years now, always top quality, doesn't matter if it's winter or summer collections.

Don't buy from Zara for these reasons:
1. Clothes don't last beyond a couple of washes.
2. No returns after 30 days
3. No exchange after 30 days
4. Stupid return policy - 1 month no exceptions so can't buy ahead for a birthday as you can't return or exchange.
5. Managment escalation is useless
6. The employees are useless.
7. No help at store, too busy stocking than wanting to help you, what is important, sale or stocking?
8. Long line at Cashier as Management is too stupid to put more people on CASH

I order a pair of culottes on line - first time I've ever shopped with Zara. The first time I wore them, a seam on one leg split open after about 2 hours of wear, while I was sitting by a swimming pool. The company asked me to send them a photo of the split, which I did, along with a copy of the price tag I had just removed before wearing them. The response from Zara was that they would not accept a return because they didn't think it was their fault. I guess they figure they sell cheap stuff so consumers should expect it to not immediately fall apart. Never will shop with them again.