Zara

My son purchased a pair of distressed slim fit jeans with patches. Washed prior to wearing, ALL 4 PATCHES FELL OFF! Apparently they were glued in, and poorly done at that. When I contacted customer service, they reviewed the situation and 2 refused the return, telling me it was my fault, that the jeans were to be hung up to dry... THEY'RE JEANS FOR HEAVEN'S SAKE, NOT A SILK BLOUSE! Customer service was useless in resolving the situation. I will encourage my son and his friends not to purchase from this website or store again.

Was sent order confirmation but no eticket, store refused to allow me to return without e ticket even though e ticket never received have spent 3 hours in store and on phone
E ticket not coming to email but receiving emails from all other sources said sorry
Cannot send eticket in mail, you cannot return items out of luck store cashier extremely rude, really bad policies everyone with problem fill out complaint to better
Business bureau, should do class action lawsuit policy discriminates older non tech savy customers, if you do not have a home printer or an I phone impossible to return online orders

I returned both items, indicating I would be doing so when I filled out the return info online. Both were in the box, and I was impressed that they issued the refund so quickly after I put the box in the mail! Oops--they gave me credit only for one item (the cheaper one, as it would happen.)

I called the customer service line and was happy I got to a real human quickly, but she was not at all apologetic or sympathetic. I did not have access to the tracking number, and the order #s were not sufficient. She made it seem like I was totally irresponsible for not having the tracking number ready.

When I finally found the tracking number, I called back, and he explained it would take about 14 days to process. I have NEVER returned items and had them not locate what was in the exact boss. I understand mistakes happen, but for a simple one like this, there should be an easy fix. A better company would have immediately issued a refund to guarantee a happy customer. Instead, I will wait on pins and needles to see if the refund goes through.

Another issue is that the site doesn't usually post dimensions of its products. I ordered earrings on a whim, thinking they'd be a certain size. The earrings were GIGANTIC upon arrival, though. There was no description indicating how big they'd seem. Adding product descriptions would be a simple enough fix for the web producers.

Won't be shopping with them again.

I JUST went to the 52nd street location. With intentions of walking in & buying any random black pair of shoes. To find out that I can't even go in with my EMPTY Starbucks reusable cup. The security guard insanely asked me to put my cup that I put on my lips. On the floor outside the store. Like I'm not human! This store honestly just disgusted me. & I doubt I'll go back in there any time soon. The store i thought was my favorite store expected me to be an animal to place my EMPTY RESUABLE CUP ON THE STREET FLOORS. I showed her it was empty and explained I can't throw it out because it's a RESUABLE cup. & she still didn't allow me in the store. On the good side. I saved money but it's sad. I feel like an animal to them. & their honestly just losing sales this way! So disgusting. & I work right next door to them... just sad.

Got a negative experience, bought online several times and all the time the wrong size, check the operation of your website, there may be some problems

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!

I wish I could give them 0 star!
I placed an order the first day of Zara' sale on 12/26/16. I received the order confirmation email. I received another email a week later that the order has suffered a 24-48h unforeseen delay in the delivery. On 01/07/17 I received another order confirmation, explaining some items were sold out and they are sending the available items(The sold out items will not be available anymore!). Again I received another email on 01/09/17 the order confirmation, stated that due to sales some of items were sold out!
Again on 01/16/17 they send me another email, apologised for not sending my complete order as some of items were sold out. Anyway, my 19 items list shrinked to 10 items list and there is nothing that I can do. I called costumer service and they apologised for my experience and made a note. That's all!

Contacted customer service via WhatsApp as you can't talk to anyone. They failed to reply. Appalling!

Bought a few things from Zara and when items arrived, decided to return a pair of boots, and 2 shirts. Filled out the return form and used the boot box and stuffed the 2 shirts and return form in there with the boots. Dropped it off at UPS and then when credit arrives on my credit card, I was refunded for just the boots. It has now taken months of them researching only to be told that their returns department finished their investigation, and I'm only getting credit for the boots. Complete BS. I tried to ask them to find the return form as that will note all the items that were included in the return. I'm being told that is something they cannot provide me. DO NOT BUY FROM ZARA AS THEY WILL RIP YOU OFF! I should have known that Nordstrom is the only way to go. No questions asked on returns and the customer is always right.

They now give you a QR code making you have to wait in line at the post office for the post office to print a label! Like i have better things to do. I even called customer service and they couldn't provide me with a normal return label that i could affix to my box & drop off in the box at the post office after hours. I work all day people, i don't have time to wait inline at post office for a return label! I'm done with Zara, boycot Zara!

I like their clothes and the quality is fine. When something doesn't fit I bring it back to the store. They returned my money on my account in just 1 day.

Never received a package for an online order and customer service was a combination of incompetent and dismissive. Everything about them says they don't care.

I ordered a bunch of clothes for my boyfriend online, and when the box came there were only 3 of the 11 items inside. Supposedly, they weigh the box at the warehouse, so they had to run an investigation into the weight of the box and the total weight of items I was supposed to receive. The result of the investigation was that the weights lined up and I received all of my items. IT IS SO FRUSTRATING to be told that I received items that I DID NOT. I've made about 6 phone calls and spent over 3 hours on the phone with Zara customer service, and nothing has been resolved... I'm currently in the middle of filing a dispute with my credit card company. I really thought zara was a credible company until this experience. I will NEVER shop here again.

Love the store especially the accessories, unfortunately I have been not been able to reap the benefits of these fine items. DO NOT ORDER OFFLINE. I have done so twice and have not received EITHER PACKAGE. This is 2 separate occasions a month or 2 apart (I tried to give them the benefit of the doubt). Once again, love the store, fix the service. You'd think they'd be more concerned about things like this especially with their prices, get it together.

Love this store and always buy from it. But I ordered a girls shirt for my daughters birthday and it came broken with holes and I was very disappointed because we both loved shopping here.

I recently ordered pants from Zara online. When they came I waited a few days to open them and then once I did I realized I ordered both pairs in the wrong size. I quickly went online to make the exchange but accidentally ended up just ordering as the correct size as a new purchase. Not thinking much of it I figured I would just return the pants to the store. With a lot going on and no store close by, I attempted to bring back the pants about a week after the 30 day window. They refused to give me store credit for the $90 I spent online. I shop there ALL THE TIME. I spoke to customer service online two different times and they insisted there was "nothing they can do." I am a hard working teacher in NY and was a regular shopper at Zara. I find it shocking that there is nothing they can do to simply give me store credit for another product in their store. They are pants that are STILL being sold there. It's truly incredible that there was no willingness to even consider a store credit for the product that does not fit me. I'm truly disgusted by this money hungry corporation who cares more about a bogus 'policy' than their hardworking, paying customers. After 10 years of shopping there they have most definitely lost a customer in me. Such a shame.

Regarding in what's happening in Palestine they want to mock the Palestinian's and think that it's okay

Need to train there staff some basic manners, staff are rude and vile, the clothes aren't even that nice, it's a very low budget store,

Very poor quality of service. I ordered a product online via the Dutch Zara Home Website as I am living in Amsterdam, I was normally charged for my ordered, I went myself to pick up my order and only then I was informed that the product needs 10 days to be delivered even though there were same products available at the store, but I could not take one of them. I never received any e-mail on behalf of Zara home informing me about the order number, delivery status and also about the waiting time of 10 working days. Waiting 10 days for a product that is already available locally sounds more than stupid. But unfortunately it happened to me, as the company fails to provide sufficient information in advance. When I contacted the company to ask for reasons for this situation and utter lack of information, only then I received an email mentioning just my order number and not even an apology or explanation. I completely regret that I ordered a product from Zara Home and of course I wont repeat it again.

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.

I ordered a pair of jeans for my granddaughter for Christmas on 11/17/22.
Emphasis on Christmas Gift!
They did not fit - I recorded another pair.
I called customer service for return label and was told it was past the 30 days and NOT RETURNABLE!
Now what am I supposed to do with a pair of pants that don't fit?
I may just return the replacement pair just because of the refusal to return.
THEY SUCK NEVER BUYING ANYTHING ELSE FROM HERE!

So this is the 4th time I buy the extra long tshirts. I'm talking about the ones that cost $15-$17. They always end up with a hole on the bottom. Fix this issue asap!

Just purchased cute top, and threw a washcloth in with it by accident. Red dye everywhere. Won't be shopping there again. Not sure how long color is going to run. Top Looks awful.