Zara

I BOUGHT A BLACK JEANS ON DEC2019 AND TRIED TO RETURN OR HAVE STORE CREDIT OR CHANGE, BECAUSE THE FABRIC WAS BLEEDING SO WHEN I WAS WEARING IT, MY WHOLE LEGS BECAME BLACK, EVEN MY HANDS... SO AFTER SENDING THEM EMAIL, I RECEIVED A CALL SAYING APOLOGIES AND REFUSE TO SOLVE THE PROBLEM... IM SO UPSET.

Zara lost me forever.
No more nickel. No more dime for any business that supports the genocide in Gaza!

Ordered a skirt on the 28th January for in store collection before the 8th Jan (which I think is reasonable) hadn't heard anything back apart from the order confirmation with the order number displayed until today when I emailed them and got the reply that they have no record of my order on their system despite taking the money

It is my second time to order in their website. Their service is fast and convenient. I purchase a bucket bag which cost $49 and I am impressed by its stylish design.

I have the best experience when shopping with ZARA the customer service is GREAT, I spoke with a Tori and she was wonderful, she assist me in every way she can. She made sure i understood what the policy was and how to process a return, Will always shop with Zara. :)

I bought a hoodie size medium and it went to size small after one wash in the washing machine, really I regret buying from them.

I boughtbthese beautiful earrings that i saw being promoted on a show. The package was received quite quickly. So thought everything would be great and was excited to see the product personally. When I open the box, I was shocked to see that one of the earrings was broken. And not because it was not packaged properly. It was pretty obvious the item itself was damaged before it was put into the box. Part of the flower was incomplete and unattached from the stem. When I tried contacting shot, that was a nightmare on a iphone. The site is not compatible. And when I called in the woman, I spoke to was completely bored. It was almost like she was a robot. She kept interrupting. I explained that this was a situation where compensation for this would help as I was expected to return the product. A 25% coupon for a future purchase would be fair because it cost gas and time to return the item back to the post office. She said that somebody would contact me back. She also said that it would now take two weeks to get the new product re-ordered and sent out to me. That made no sense as the order I had just made came in a couple of days. Then I heard dead space and realized that she had just hung up on me. There was no reason as I was civil and respectful. I never did get a callback from a manager. Instead to add insult to injury, I received an email saying that they can do nothing about the long shipping for the new product replacement…
Quality control on their end as well as service is zero. Places like winners and marshals are much cheaper and you don't have to deal with incompetence. As someone who assists in running a business for over 10 years, this is not how you treat people. Zarah is extremely expensive and if you're going to pay the dollar then you should get the service..

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.

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.

Zara customer service team are rude and don't give you any details are tell you what is going on. They then exit the chat when they can not be bothered to talk to you anymore.

You are thieves! Order paid online, I had 1 product returned to the store from the order and they did not pay for the return. I explained in the store when I made the return that in the meantime I closed the bank account from which I paid for this order. Zara insists that the payment is made in the same account from which the payment was made! My bank account is closed and the ING bank no longer has cashiers in its branches since 2018. As a result, Zara does not want to give me the money, on the grounds that they paid my return in this account, which is actually closed. And logically, when I make the payment in a closed bank account, the money is returned to the bank account from which the payment was made. Please solve my problem because it seems absurd to me!
I returned the product, but the money remained in ZARA! I asked for evidence, we had countless phone conversations and through Chat and everywhere... I'm already tired! Always the same nauseous attitude and blocks my chat conversation whenever I ask for explanations. It is not a large amount, but what is happening does not seem normal.If the bank account does not exist, I have evidence from the ING bank that the money did not come to them... there was no way since the bank account was abolished and ING no longer has the cashiers since 2018, they do not work with cash in ING... Zara keeps repeating to me without any proof that I should contact the bank that they made the payment. I asked ING for proof that the money paid was and was accepted by ING bank and that it did not go back to Zara. But in vain I asked for no answer and they still block my chat with the conversation.

Bought a bunch of fall/winter clothes for my 15 month old daughter.
Pros:
Clothes quality is AWESOME. My husband and I were both really surprised with how soft and comfortable all of the materials were. Shipping was very fast (over $50 was free 2-day) and living in Alaska I'm used to getting things very late. I received my items a day earlier than expected.
Cons:
You can't exchange if you paid with PayPal. You have to fully return your items/get refunded which takes 10-14 days/and reorder your items. This policy is only located in VERY fine print and isn't in the Returns/Exchange information of the site. If I had known this I would have paid with credit card, because I typically am guessing at sizes with my little one right now.

Side note- not a pro or con, just something to be aware of. Their sizes for baby girls run a little bit big for the average size baby. My daughter is 15 months old and in the 50th percentile for weight and height. She has long legs and a smaller torso. I bought all 18-24 month clothes for winter and figured they would be a little big and that she could just wear the sweaters baggy with leggings until they fit. But all of the shirts were like two sizes too big. The one 12-18 month shirt I bought was even a little baggy (and she is outgrowing all of her 12-18 month shirts from Old Navy currently). I would base your purchases based off of the weight guidelines when ordering tops/dresses (I went off height initially) and the height guidelines when ordering pants- the 18-24 month pants I bought fit a little loose, but they will be a perfect fit in the next month or two.

THREADS ON MOST ITEMS WILL COME OUT AND COSTUMER SERVICE IS HORRIBLE. THEY SENT MY ITEMS 3 WEEKS LATE, REPS DONT SPEAK ENGLISH AND WILL NOT TAKE RETURNS WITH RECEIPT! CALL CC AND CANCEL. THIS GARBAGE COMPANY WILL GO OUT OF BUSINESS SOON!

I ordered items online from Zara's website. I called Zara several days later to check delivery status because status did not update on the Zara website for a few days. Zara gave me the tracking number. I called the shipping company Zara uses called 'Better Trucks'. They had the tracking number, but not the package 'yet'. A day later, Zara issued a refund. I never requested a refund, I just wanted to know where my package was. I called Zara's Customer Service (CS). CS would not give me the reason why the package was not delivered, only that a refund was issued. CS said I could reorder if I wanted to. I asked to speak to a supervisor. I was told 'No'. I asked could they reship. I was told 'no'. They said I would have to go through the process of purchasing again. I asked when the customer has been wronged, at no fault to the customer, does Zara do anything to make things right? They said 'no'.
When purchasing online from Zara, please keep in mind, Zara does NOTHING to make things right when the customer has been wronged due to no fault of their own. This is a classic case of Zara doesn't care about satisfying the customer. Buyer beware!

HORRIBLE CUSTOMER SERVICE! I have lived at the same address for more than 16 years and have NEVER had a stolen package. When I reported to ZARA customer service that I never received my delivery they told me it was a police matter and there was nothing they could do. The rep "OMEGA" was aggressive and rude in explaining that ZARA will do nothing.

Overcharged for an item which Zara would not refund. No customer service skills at all. Head Office is poor customer service too. Company that's too big to care for their customers.

Purchased six items just over two months ago now. Only one arrived, my account said 'partial delivery' which I assumed meant the rest would be with me shortly. After a few days of waiting I emailed Zara to let them know, they got back to me two days later stating that my items had been lost in transit and had also gone out of stock. But they could send me the one item they still had and refund me the remainder of my money. Getting them to send the item back went on for weeks with emails and a phonecall. And I still haven't had the available item sent back to me. I was given a full refund for the six items three days ago and rang up to query why my one item which was in stock was not sent. Apparently the stock is low which stops them from ordering it. Information I yet again had to ring up and find out for myself to be told I was issued a refund that would show up in my account shortly. I was then given a phone call by the team the day after I had rang up to check on my case to be told I had been given a refund for the six items, requesting the money for the single item which was delivered back. So they can call me directly to get money owed to them, but they did not call me once to let me know that my "order was lost in transit" or send me back money owed to me sooner than two months later.

I ordered a coat and was instead sent a dress. I called to find out what had happened with the coat I ordered and was basically told by 3 different people that they had no way to find out and there was nothing they could do. So I printed out the return address, boxed up the dress that was mistakenly sent to me, drove to the post office and shipped it back. After all that, they still weren't even going to give me refund until they received the item. It's absolutely ridiculous for a company to mess up on such a huge level and offer nothing as compensation or explanation. Not to mention, every single customer service agent I talked to, both on the phone and through their facebook page, were beyond rude and unhelpful. The people writing from the facebook page straight up ignored things that I said in favor of copying and pasting canned responses and a manger I spoke with on the phone told me "well you could just have the post office pick it up" when I pointed out how inconvenient it was to have to mail back the incorrect item. I will never shop with ZARA again and will warn any and everyone to do the same.

I love Zara's clothing, but their customer service is beyond appalling. I placed an order in January, which I never received. After I contacted customer service, I was finally able to find out my items had been lost in the mail, fallen off the truck, etc. Two more phone calls and a webchat session later I find out they will not be able to replace anything from my order (3 pairs of pants, 1 pair of shoes) except the shoes.

They send the shoes and they are sadly just not what I expected, so I decide to return them. This turns out to be impossible because they are not correctly linked through the online system to the original order. So, I print out every online receipt, order page and piece of information that I have and mail it all together as a return.

That was over a month and a half ago and I still have not received a refund. When I try to contact customer service via chat, they tell me I should be receiving it in 10-15 days. But, that was three weeks ago at least. Today, I tried to follow up and they told me there was nothing they could do and immediately ended the session...

So frustrated. Great quality and style is nothing without good customer service :(

I bought a shirt last week, and somehow lost the receipt. I brought the shirt back to Zara in stores and showed them my bank statement of the exact amount I had paid for. They were incredibly unhelpful. I understand I didn't have the receipt but would have been happy to return it with store credit--they would get the shirt back, and I would get my money back! However, the sales associate told me they could only exchange the shirt for a different size or color. If I don't like the shirt, why would I want a different size? Also, they can do THAT exchange but not let me exchange it for something else? This is an incredibly stupid policy, and a blow for Zara that they cannot be understanding with their customers.
The sales associate gave me the customer service number, and when I called they did nothing but reiterate the return policy. When I asked for a number to file a complaint, they told me I would have to find it myself. If you would like to file a complaint you can do so via their "chat" option on their customer service website. I doubt they really took note of my complaint, and I'm sad to say I won't be shopping at Zara again--which is unfortunate because I love a lot of their clothes!
Their customer service and return policy is disappointing and will only hurt Zara in the long run.

Will boycott Zara
Mocking dead people and encouraging genocide. I regret buying from Zara before.
Free palastine

Fraud charges to my account. Simone in customer service did nothing that she said she would. They charged my account and did not give me the money back.

Do not deal with this company

I worked at Zara call center in Florida they have us lie and not tell the customers where we really are they have us LIE to the customers and tell them it was their own defect and most of all they have us LIE that "your case is under review" company is a big fraud I don't see how they could live their life like this lying and stealing people's money what I hated most about working there the customers package would be lost and they would say they started a claim and contacted the courier which they never did all they look at is how much money you spend with them and how much returns you have done and if you have filed a claim before