I will never ever ever shop from them. There was a pair of shoes I purchased them after one use, these shoes hurt my feet badly and I talked with customer service, they asked for photos and after couple days they turned me back and said I could return or exchange. Next day I came a store and called them, they said the note was different. They are kidding with customers and It is unacceptable and I will never recommend anyone to this brand.

Ordered an item online to be picked up in store, got a shipping notification and then nothing for 3 weeks. Finally contacted customer service through their live chat service and was told I would hear back within 1-2 business days. After this did not happen contacted them AGAIN and was told it was still under review and that it would actually take 3-5 business days. FINALLY got a phone call from someone who was very rude and impatient but offered to either replace the item or refund it. I said I would take a replacement to which the person immediately said "no it's out of stock"... ok. So I took the refund "option" and she said she would transfer the case to someone else to process the refund. Still hasn't happened. Honestly the worst customer service I have ever encountered.

The management at Zara is seriously despicable. We'd have these walkie talkies in order to communicate and the managers would bicker and blame others all day on there. There was absolutely zero productivity on their end. They don't train employees properly then sit there and wonder why everyone quits after a few weeks when they're thrown to the wolves after 2 days of crappy and sloppy training. They make the employees do all the clean up and dirty work while they STAND THERE AND TALK TO EACH OTHER. AND THEN YELL AT US FOR NOT FINISHING. I've seen 2 managers take an extra thirty minutes of lunch break (when they already had a full hour), MULTIPLE times. If you come in a minute or two late they'll chew your head off. Straight garbage kind of people. I'm grateful to be employed by people who actually give a damn about me now. I've said this once and I'll say it again. A fish rots from the head. The worst leadership there ever was.

I haven't had many issues where I've had to engage/experience their customer service but Zara's processes are impeccably run. The online ordering system, speed of order processing and providing tracking is insane... not to mention delivery usually takes 2-3 days at most depending on if there's a sale and things are backlogged. Returns are QUICK EASY AND ON YOUR PHONE... you dont even need to worry about losing a receipt. KUDOS. AWESOME company. The only downside is my size fluctuates whereas stores like Lulu Lemon I am consistently the same size in pants and shirts.

I returned a bunch of items within a month of purchase and Zara never refunded me. I have been attempting to get my roughly $400 back for the last 4 months. The Zara representatives I have spoken with have been indifferent, unprofessional, and wildly unprepared to assist with the issue. They keep transferring me from one representative to the other and making me wait 2 weeks at a time between replies, at which point they call and leave a voicemail claiming a "case update". Every case update is the same -- they "require more information" and ask me to wait another 2 weeks to hear back. During the last call, one Zara representative said, "Why don't you just stop trying? It's not that much money..."

I was contacted by a lawyer working on a case against Zara focusing on missing refunds. Seems I am not the only customer Zara has done this to. I'm not sure what choice I have at this point but legal action.

I'd suggest only buying Zara items you're absolutely certain you want to keep. To the rest of you, best of luck getting your money back...

I have always bought clothes on ZARA online with no problem at all, but i have been trying to buy several items this last two weeks and after I put my items in the shopping cart then proceed to the the purchase I receive the message operation not allowed, your request cant be completed at this time. If this problem continue please contact costumer service - so, I did chat on line and over the phone with a total of 6 people and none of them couldnt tell whats the problem. I did everything they told me to do... changed the browser, cleaned up my history, refresh, changed my password, and nothing... and the last one I talked today told me to use my iPad or phone stead of my computer, I did it and same problem... it is so frustrating. The problem isnt with my card, I even went in others retailers that I also shop on line and had no problem at all, so the problem is with their website... does anyone have ever had the same problem the me?

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.

Went into Solihull branch on my lunch and brought 2 pairs of the same trousers in different sizes. They had different price tags on however I was made to pay the higher price for the trousers. When I got the trousers home they were too long so 2 days later I tried to return them in the Birmingham branch. When I went to the till they refused to accept a pair of the trousers back saying they have tanning lotion on them. As I am black I thought this was ridiculous I said I got the trousers in my lunch hour 2 days ago and the tags are still on them i did not examine the inside, therefore they were obviously sold to me like that. Won't be shopping there again. Worse service ever. Tanning lotion this place is to funny

Zara has charged me $50 for a swimsuit that I NEVER PURCHASED. I brought it to the counter and when the cashier rang it up I decided I did not want it after she told me it was "ugly" and it was $50. She took it behind the counter but CHARGED ME $50. I have been in and out of the store 5 times wasting time and energy, called the customer service line AND emailed them only for them to tell me that theres nothing they can do. I am a loyal customer and have probably spent thousands of dollars in this store. At the VERY LEAST they can refund me the money. Won't be shopping here again and I'm going to tell all of my friends.

I bought a pair of jeans which turned out to be defective. The jeans were distressed and since the tear was in the back pocket I discovered it after a few months. I had barely worn the pants and they were in very good condition other than the defective part. I tried to exchange it at the store and by calling customer service and they refused to exchange it. They claimed that it was not defective. It was a complete waste of time dealing with them.
Every time I've been to one of their stores the line to pay is ridiculously long and no one is in a hurry to help or get the line to go any faster. I guess the time of their clients is not important to them. Also, the quality of the clothing is bad too. Stay away, it's just not worth it!
There are so many other clothing companies that offer good products with good service. I wish I could give them a negative or no stars... You deserve better!

Zara has great designs but the quality of the construction is so poor. Zippers get stuck after several wearing and hems fall out.

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.

I ordered shoes on the website having never shopped at zara.com before. Received shipping confirmation a few days later but without a tracking number... odd this day in age.
Yesterday, an email arrived saying the order was cancelled and refunded with no explanation. Live Chat couldn't answer why they shipped then cancelled the order.
At this point, a retailer trying to acquire/keep new customers should offer a coupon, etc for failure to get the goods to the recipient.
As an avid online shopper, im seeing this happen more frequently and have cut out many big names from the list i'll do business with. Consumers don't have time to deal with the problems. That is exactly why they shop online... it is supposed to be convenient and easy.
I've had the same issues with Nordstrom, Neiman Marcus Group and am willing to pay more for a product to ensure it will arrive quickly and easily.