Yesterday I purchase over $300.00 worth of merchandise. The sales clerk asked if I wanted a bag? What? Of course I need a bag to carry my clothes. I was appalled! They proceeded to charge me for the bag. It was only. 10 cents, but this isn't okay! All the years of my dedication. I assure you this is not okay!
They will continue to lose business if this is how they thank their loyal customers!
Kathleen

I purchased black trouser from Zara online and they faded after one wash!

I tried to return the item instore but they were unable to process the return as the computer system would not accept it. I was advise to contact customer service which I did and a case was logged for refund on faulty item. The CS agent did not take down the details correctly even though I mentioned the issue numerous times and this is the response back from zara: -

Thank you for contacting us.
In reply to your email, we would like to advise you that you have 30 days from the shipping date to return or exchange your orders. We would like to remind you that for future purchases, you are able to check the date on the electronic receipt of your order.
In this occasion, we are unable to process the return as the return period exceeded.
For any other queries, please visit the Help section on our website.

At no point has Zara CS requested pictures of the faulty item, so how can they make a decision not to process a return on the the FAULTY item if they've not seen the state of it! Zara return policy for faulty items is 2 years and my purchase was made June 2021.

I called CS back and it's like speaking to a robot, apparently once a decisions on a case is made by the support team it cannot be overturned! This was quoted numerous times on the call when I tried to explain their reason for rejecting my faulty refund claim was not valid!

Extremely disappointed with Zara customer service.

Note: Picture attached taken next to a black bag which was the original colour of the trousers, shows clearly the colour has faded!

This is the most over rated $#*!ING store in the $#*!ING planet's. Quality is GARBAGE, Walmart has a 100% better quality. The customer service is $#*!, the stores are short stuff, and the register lines are out the $#*!ING door. Please stay the $#*! away from this brand, I shopped this brand for over 20 years, and I'm about to put an end to it.

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.

Worst customer service experience and repeat offender too. Instead of simply telling you an item is out of stock, they send a completely different item (I ordered pants and got a beach sundress?). Or they don't send the item at all and still charge you for it. Worst still is customer service, which will refuse a refund within 30 days despite their own failure to deliver and impress. I have so many items with tags still on them that I either did not order or was not able to return given their lackluster "policies". I'm a long time shopper and will be taking my business elsewhere.

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.

About Zara, what we can say other that they don't care at all about their customers. I spend so much money on their clothes but starting today it will be done. Even if they wanted they couldn't care less about their client. They are making the return so difficult and don't bother to try to return any item even 1 day after the delay of 30 days because they won't give you back your money or any credit. I lost 500$ like that, with the COVID since 2 year our life can be a little upside down sometime and I try to return some stuff 1 day after the date and I was said that they cannot do anything. So in others words I just lost 500$. In September I did a return and for some reason they were not able to return the money back on my credit card so I had to wait for a e-transfert from them and it took almost 2 month to get my money. So when it's them having a issue it's fine but when the customer have a issue they don't give a $#*!. That's it

I bought an item on the 26 March 2022, the item doesn't fit. Its too small. On Tuesday the 29th March I went to the Zara stole at the V&A store in Cape Town.

They wouldn't allow me to exchange the jacket that I. Literally bought two days ago just because I lost the receipt.

1. The items hasn't been worn, the tag is still on it.
2. who still keeps paper recipients these days? E-receipts are a thing! Paper receipts get lost broken or wet.
3. for the amount of money I spend at this store I don't want to b left with an item that doesn't fit.

Never order online from Zara. They will ship you the wrong item. Customer service and return policy is terrible

Do not buy online, I return in store and the refund went back to a gift card that I used and destroyed, loosing 111.28 in the store I was never told that it will be refund to the gift card I wanted a exchanged a service that they don't have which it doesn't make sense, I hate this people terrible customer service will never buy from them again I used to spend hoy dress of dollars a month, check Mango is a lot better and Express I will post this every where.

I have been an avid shopper of Zara for years. Quality can be an issue but for the prices I'm usually willing to settle. I ordered a package on 12/05/2021 for Christmas gifts and was to be delivered 12/12/2021. They lost my order and I was told it could not be found? (I was still charged for this order). It was delivered middle of January. I asked to return the whole package because it was no longer needed and they delivered anyway. I sent the whole package back and they charged me for "faulty" item and said I wore a jacket from the purchase. They charged me 120$ for it and sent it back to me. I called 3 separate times to file a claim and each time I was promised a response and never received one. Now they said it was damaged and there is nothing I can do to get my money back even though I never wore the item. Very disappointed. I'm scared to order from them again. Be cautious with ordering from this website. I've also had to call multiple time to get my refunds because it wasn't logged in there system? A little concerning.

Worst customer service & experience. Not the first time I have problems w/ them. I received an item w/ strong perfume smell & returned it in its condition & was denied return because they said it had perfume smell when they sent it to me that way. They claim I should have called about the smell before returning. It's insane. I also returned an item I bought online at a store, asked for printed return receipt & was told I will get an email confirmation. Never got the email nor got the money back. Called customer service and they said I should go back to the store to deal with it. Of course without any record/receipt the store says they can't help me and it's my fault for not getting a printed receipt even when I asked the cashier for one. They don't train their staff and have no consistent customer service on returns. Shameful that a company this large needs to embezzle money from customers.

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

What company doesn't offer a partial refund when a damaged product is sent and they are out of stock on the item, so you can't get an exchange?
I purchased a pair of sneakers and they came in stained and dirty. I reached out to get an exchange and they said the shoes were out of stock but I could return them for a full refund. I asked to keep the shoes and get a partial discount for them being damaged and me having to clean them. Not possible. Seriously? This is the only store in the history of ever that won't even offer a tiny partial refund or a gift card or discount on a future order. You're really willing to die on a hill over a partial refund or a discount on an item that is $40? You're going to get beat out by your competitors with your terrible refund and exchange policies. It seems that the customer at Zara is ALWAYS in the wrong.

First they do not honor price adjustments & they don't follow up when your order is lost or doesn't arrive within the stated terms. I called customer service over 6 times for them to open a case then they don't follow up on their cases. They charged my card for the full order which I only received two items. They never contacted me about the missing items or bothered to follow up but went ahead and charged my card. Their customer service is really bad! Will start looking elsewhere to shop.

Zara, the quality of tailoring has changed from bad to worse, we bought t-shirts for $ 40 and there were seams that two parts of the shirt were just on few threads, the pants were sewn on for the child, one leg S size and another one from M, simple t-shirts are simply overlaid, without a seam with holes under the arms. Usually we wash all stuff once we bought it, and unfortunately we couldn't return this crap

Set aside the fact that the quality of Zara's products is far away from the cool-looking pictures online.
When I returned my online purchases to the Pasadena store, they (with a condescending tone) refused to provide me with any proof of my returns including a printout receipt claiming "all the other stores have the same policy on online returns" - which is not true.
When I asked for the rep and the manager's name, their response was "We are not allowed to give out our names to customers." They said I have to wait for the email for proof of return - which I am still waiting a day later. Deceiving products, worst customer service, will not purchase anything else from Zara.

I ordered an perfume and they delivered me damaged product. I returned that the very next day and it is been 10 days, I have no update about my return and no refund. They are making fool of customers.