First, I made an order and they used FedEx express shipping. That order never arrived and Zara stated they could not give me any information on what had happened to the order. The refunded me, which took about a week. I was very interested in the shoes I ordered from them, so I figured it was a mishap and I would try again. The customer service was very poor first time around... Anyways, they used UPS this time and the package went missing. Customer service was better this time around, and they helped me with a re-order but didn't mention filing a claim with UPS. All-in-all a very aggravating situation for two orders in a row to never show up. I am still waiting on the third and final, which was the re-order mentioned above. I understand the Customer Service Rep. Has nothing to do with things, but I had to mention that this would be the final time I ordered from them due to the hassle of it all.

I'm in love with the choice of so stylish clothes.
Very nice quality of the products.
You are the best!

A lot of the time, their (not in store) customer service is not good. Their online customer service may even be automated.

I love zara clothes because of stile they made collection by collection the bad thing is that they have to concentrate on quallity more

Ill sizing. Unhelpful exchange service during covid. No one answers their phones after holding for hours. And this was me trying to make sure an item was available for exchange at a specific store before I drove there.

The amount of times I've ordered from Zara and brought the next day delivery option or precise delivery and they have never once met the expectations of special delivery. They shouldn't advertise next day delivery if they're not able to meet expectations. I'm really disappointed as this has now messed up my outfit plans for my birthday meal. Thanks a lot Zara

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 am not sure what happened to ZARA! They had beautiful designs for all their clothes. Now, whoever is designing them sucks and need to be replaced! I only see people inline in store for returns! Does Zara have a way of measuring how they are doing? I talked to few people in Zara store and they all expressed same concern. Please give us the Zara of 2019 back.

I am still waiting( from 3months ago) for my refund. I bought shoes during covid but returned at local store. I have been told every lie a company can tell you.
I'm now waiting for a " e-transfer" that I should receive within 15 to 30 days. What a joke. This order was just over $100.00 so it's not going to sink a ship it's just there is NO integrity in this company. I am telling anyone who reads this this company is in financial trouble. Know that when you purchase.

I am very disappointed with my purchase from Zara. They sell defective clothing, and they provide the worst customer service I have ever experienced. I never write reviews but I am really upset that I wasted my money with this company and i just want other customers to be aware. They sold me ripped jeans that ripped completely when I wore them for the first time. They refused to return them and the customer service reps are unprofessional liars who will tell you anything. Please be aware of this company.

I can't understand why there are so many bad reviews. I like ZARA because of its variety of clothes and low-cost prices. I have a lot of looks from there which bring me a really good mood.

Literally the worst customer service I have ever received, not only did my product come damaged which I emailed pictures too and the associate had the never to tell me she clearly does not see anything wrong even though the discoloration was present, she would not even offer me a discount but advised me to either return my product or get an exchange… I told her I was fine with the exchange and to drop it off and return it and they'll send me the new one right away, we'll apparently wasting gas and brining the item to the store the following day is not as fast as returning the product via fedex label because now my jacket is sold out and they can't give me one… what kind of bull$#*! is that? Again I don't care it is just a jacket but it's the principle when you send a damaged product, make a customer drive 30 minutes and wait in a ridiculous line at your store to follow all the instructions as were told and then to tel me it's sold out… called customer service and he basically said I'm out of look and still does not understand why a customer would be mad. He went from being a customer service representative to then being a manager and wouldn't let me talk to anyone else. I have screenshots of them saying they will exchange my jacket as well, worst company ever and you guys will never ever get my business and I will make it known how horrible you guys are. I have never dealt with a company with this many issues all for $30 when you guys are a multi billion company.

It is disappointing that Zara's customer service policies are so poor. 30 minutes to wait in line to make a purchase or return is unreasonable. And, now that we're transitioning from the pandemic, the dressing rooms are still not open. And, if you buy something online, you cannot return it to a store. Terrible!

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.

I will not be buying anything from Zara again, they have the worst customer service in the word, I spoke to a lady named Chanel, she is so rude. Zara has the worst return policy, if you don't have your receipt, you can only exchange for the same item it a different size, so, if they don't have the size that will actually fit you, you are stuck with the kids item.

Here goes my story: I made a purchase at Zara store, the store associate never game me a receipt, mind you, they have all the fitting rooms closed, so when you buys clothes, you have to take it home to try on and return back to the store if it doesn't fit. When I realized that my receipt was placed in my shopping bag, I call Zara customer service and I explained to them, the girl that picked the phone was the most rudest person ever, since I didn't get any help on the phone, I went to the store I originally made the purchase, the store manager told me the only thing I can do is to call customer service again and request for a e-receipt, the store manager wasn't much help either. I then called the customer service again, that Chanel girl was the one that picked the call again and hung up me. Then I called again, I finally was able to talk to a more decent guy who took his time to help by asking me for the last 4 digits of my credit card and the SKU numbers of the items I purchased and he gave me a claim number, he told me some is going to call me back within 24 to 72 hours, it had been a week, I still haven't received any call back.

Hi all. Why rating is so low? I have a lot of their clothes and won't stop buying there. They always have what to advise me or I buy things I fell in love with from the beginning.

I did get my items- 2 pair sandals, different sizes. Not correctly sized. Cost to return was too high so had to donate.

I absolutely LOVE zara clothes! They have such amazing, trendy, chic designs. The quality of clothes is also amazing for its price. I prefer shopping in store as compared to online as sometimes it's hard to see what the clothes look like online with the way the models are standing.