I wish I could divide my review into two parts- clothing and customer service.
Clothing first. I would give a solid 4 stars to their clothing. It is my favorite children's brand. Everything is super cute and fits well. It has a good variety of styles so it doesn't look like their whole wardrobe is uniform like other clothing brands. Quality is alright for the price. The fit and materials are great, however with every bunch of children's clothes I have a couple items that will be damaged quickly. A couple examples are holes from strings sticking out that my kids pull on or buttons that get broken on pants. For the price and cuteness, I feel like it is worth the risk.

Next, customer service. I would give 0.5 stars for customer service. This is based off not just one poor experience but many. If you have to deal with customer service be prepared to be extremely frustrated. I feel like they are trained to reiterate policy but not actually trained to serve the customer or help find a solution to a problem. A few people I talked to were super rude and loud which makes dealing with a frustrating process even more painful. They have a super strict return policy and will not budge. I was 34 days since purchase date, 27 days since item was received (policy is 30 days from purchase date) and they would not exchange my item for a different size even though both sizes were in stock and available on their website. I fell like that is a little too intense.

Another experience. I made a purchase in store on vacation and when I got home I noticed an item had a hole when received. I called immediately and notified them of the problem. They said there is nothing they could do except return it to the store (10 hours away) They said they made note and would have someone call me back. They never did. I emailed and called them 4 times over the next month. Response time between was anywhere from 6 days to never. By the time it was reviewed and a solution was found I sent back the item and they said they could only issue in store credit for the lowest sale price because it was past 30 days! After a few more phone calls and emails to see if they would budge since it was their fault it was past 30 days it was still a hard no and they sent a gift card for a portion of the price I paid in the mail.

Those are only two, of a few, poor experiences. If you average those two scores it was actually be 2.25, but I will give them the benefit of the doubt and give them 3. If you don't plan on ever calling customer service you are fine. Just be prepared for wanting to cry to swear if you ever have to call.

I came on here because I could not directly review any of their items on their site. My first initial experience with Zara was frustrating. They have processes for returning items and they will not budge. However, once I followed their tedious process I received my refund, including shipping. Since then I have had nothing but good experiences with them. I order an item, I receive it within four days and it's beautifully packaged (instead of thrown inside a plastic bag which seems to be the norm with online retail). I have never ordered anything but baby girl clothes from them but everything I have ordered is the best quality and so unique. S&H is also very cheap (4.95) and QUICK. For these two reasons (quality & speed) I love Zara. To sum it up, it sounds like as long as you don't have to deal with customer service, Zara provides a pleasant experience :)

Zara representatives need extra training!

I stop by at Zara store in Tysons corner McLean Virginia this morning hoping to try on a particular item before making my purchase. I looked up online that this item is available at this particular store and that's why I made my way out there. Once I get there, I showed the item number with the picture from my phone to one of the representative at the catch year counte once I get there, I showed the item number with the picture from my phone to one of the representative at the check out register. She looked at my phone and then said " I do not remember seeing this item in the store, so therefore it is not available" I thought that was interesting way for this counter because instead of looking up on the computer system which Sounded more accurate than her memory, she did not seem to think so. Then, I had to asked her again to look up on her computer and confirm. She had a hard time putting in a simple couple digit number in her system to determine whether this item is available, she had a hard time putting in a simple couple digit number in her system to determine whether this item is available. Another representative has to come and help her. Finally, they found an item. IT IS AVAILABLE. Surprise surprise!
They said that this item it's located in the warehouse which could take up to 20 minutes to go get them. So I told him that I will be back in 30 minutes. I didn't left the store and walk around the mall killing the time. I came back 30 minutes later and learn that no one actually went to go get that item at all. Everybody still there at the front register including the store manager no one did anything to try to assist me. If you tell your customer to come back in 30 minutes then you should have the items ready. And if you are not going to do what you have told the customer then you should set so so we do not have to waste each other time. And if you are not going to do what you have told the customer then you should set so so we do not have to waste each other time. The store manager didn't tell them they will probably take another hour. So I said just forget the whole thing and then left. What a horrible experience for customer service. Not only Zara cooperation has to hire the right people but maybe give them more training of having customer service mine in this business. And if your staff do not like to help people on don't know how to do it maybe they should stay at home.

I have written to Zara three times now since 19/04/17 and still have not received a reply. I attempted to exchange a pair of faulty ladies jeans at 'Zara' Garden City, Perth. Initially staff were very understanding and agreed that the jeans were definatly faulty with rips at the corners of the rear pockets, belt loops, and then finally, a large rip at the seam rendering them unwearable, all after just four weeks since purchase. When I could not produce proof of purchase due to the jeans being purchased as a gift via a gift card the tone changed. All of a sudden it didn't matter that the jeans were faulty and there was nothing they could do to help. This is not acceptable, all I requested was a replacement pair (not a refund), as I just assumed the original pair were faulty (Trafaluc Denim Makers).

I have been shopping at ZARA for about 20 years, mostly in Asia and overseas yet the customer service at Garden City, Perth is appalling. Other than listening to 2 staff members chat about their social life, not one staff member asked if I wanted assistance, I have been in the store now 3 times in a week to find something specific. Each time, hands full in the change room and on the floor, no one asked if I was OK. I had a staff member pile the clothes back on to my already full and falling pile after falling on the floor, not offering to take them or assist me to the change room. Not once in an hour of trying numerous items of clothes did anyone ask if I needed help. When I requested an item be checked at the Perth store, I got the, we can't, we don't, we won't response with attitude. Its an international policy, is the excuse. Not only can you NOT pay for the item and have it sent to the store, this is Perth nothing is far away. Nor can they hold longer than 24 hours so the chance to collect is difficult when working, and on top of this, I was spoken to with the response, that because they have good feedback from other customers, my opinion and feelings regarding the complete lack of customer service was superfluous! ZARA you may think this is OK, long term it isn't, not anymore! Not a happy customer

I have purchased several items from Zara for my kids. I have loved their clothes until I recently ordered a shirt for my daughter. I tried it on her and it fit. 2 year olds are wiggly and quick so I thought fine she can wear it out to eat. We went straight to the restaurant and while sitting next to her I noticed a hole in the shirt where the shirt and collar should have been sewn together. I am an honest person and I knew I had already removed the tags, but I called Zara and explained what happened. The representative gave me a case # and told me to email pictures in. I took pictures and then realized I had no email address. I searched the website and internet for an email address and found nothing. I finally try to call back. They were closed. So I tried chatting online with them. I finally got someone to give me an email address. I emailed and explained in the email the story. We just got a reply saying they tried to call us. We have never given them our phone number. I called. All of this to be told it wasn't their fault. I suppose since I was being completely honest about the hole, it made me mad. We in now way had a chance to put a hole in that shirt.
No more shopping from Zara for us.

I bought an item online, which ontrac records as having been delivered to my door. I was here the day it was supposed to have been delivered- it never was delivered to me. I did not contract with ONTRAC- ZARA did. Their bad; I just want my item- NOW, not whenever and not when it may or may no longer be in stock in my size. There is NO CUSTOMER SERVICE AT ZARA! I will never order online with them ever again and I highly recommend that you not order online with them either. Perhaps our united efforts might force some necessary changes to be made...

DO NOT SHOP AT ZARA.COM EVER! I wish someone would have warned me. I have been shopping at Zara for years and years and never had an issue so I had no idea they have THE WORST CUSTOMER SERVICE EVER. I ordered $300 worth of clothes and now they claim they were delivered but they never were! They won't refund me my money or re-send the package so they are LITERALLY STEALING $300 from me. Shame on this multi million dollar company stealing money from normal people! I will never shop at Zara again.

I read alot of bad reviews from Zara but I end up always having a great encounter with customer service and speedy shipping. I ordered a jacket and jeans summing up to about 170$ standard shipping. Then I seen I hat I liked and ordered it using express shipping. Dumb idea when I thought about it. I could of ordered all 3 express but I just woke up. So I get a confirmation email shortly after both that early morning around 6:00a. M and 11:00a. M then tracking for the jacket and jeans saying expected delivery date 10/05/17 when it was we'd 10/04/17 and thought they shipped the wrong one via express but then I get another tracking email for the hat. The jacket/jeans shipped via leasership and thehat shipped UPS ground. So call to make sure that they weren't glitches and they weren't. The next day both boxes were shipped within48 hours. All items prestige as always. I suggest when talking to customer service about an issue understand that they have hard days too. Respect can take you along way. No one goes out there way for rudeness. If I get good service I have to speak on it because if I get bad service I would also speak on it.

Ordered kid's clothes worth $150, package was lost and Zara refuse to replace or do a refund. Not fair spending money with a company who does not really value it's customers. How is it my fault that the package was lost, what proof do they have that the package was even delivered besides the tracking info from the couriers website. Representatives are really rude! Will not be buying from Zara anymore, Not that it matters to them, they simply don't CARE!

About three weeks ago I wanted to purchase a dress from Zara website, but my size was not available. However, it said that the store at The Grove in Los Angeles, carries my size. I went to the store and didn't find the dress. The employee told me she can place an order and they will ship the dress to the store within a week. I came back a week later and was told that the dress didn't arrive. This time they gave me a printout that they ordered the dress. The following week I went back to the store and the dress was damaged. I didn't want to wait and was willing to purchase the damaged item for a discount. I was told that it is against store policy. They only option I was given was to order the dress again. This time I was told to come back next day. Next day I came back and once again the dress was not delivered. The manager that told me to come back wasn't at the store, even though I specifically asked him if he will be working and was assured that he would be. The other manager, Charbelle told me that she doesn't know when the dress will arrive. That is after I drove 3 times to the store and waited 3 weeks just to hear every time that next week or business day should receive my item. I have been a Zara customer for years, but this latest experience has me quite disappointed. The managers were not competent, not helpful and to be honest quite rude. Especially the last time, as I was understandably quite upset since I waisted a lot of time coming to the store and needed once and for all a timeline on when I can possibly receive the item. Charbelle refused to give me a timeline and was quite abrupt. It is very disappointing to receive such poor customer service. I expected more from Zara. Quite upset and still not sure if the item will ever be delivered to the store.

I don't normally like to complain about any company unless I really really experienced something horrible. I'm the person who doesn't like hassle and just say " Let it go, Let it go"
But this I couldn't, and I believe as a customer we deserve better.
This isn't the first time that this happened. I sent my item back to Zara for a refund. Now I know about the whole 14 days your money will get refunded. But after 14 days I emailed Zara asking, why isn't my refund processed? So they say one of our agents will look into it. Another week passed, I asked where is my refund. They ask me for tracking number, which shows it had arrived. Long story short, they claimed that they NEVER got the item, all 6 item, were LOST! Even though the tracking shows it had ARRIVED. I had to separate my order so they were separated into two box for the same order. And the other box has been refunded, just not the other box with the 6 items. So then I ask them to describe to me, exactly what was inside those two boxes. Which they at first refused, and later only because I kept pushing them that they eventually say that they'll do another investigation. Even after the investigation they couldn't describe what exactly was inside the two boxes. Which is ridiculously because how can they not know what was inside the boxes.

Update: it's already 14 days and my refund still hasn't been processed. I called their number and the agent was extremely rude! While I was talking she cut me off, and turn around said I was rude.
I've seen so many complaints on Zara's rude customer service but why hasn't the company even bothered to change one bit.
Honestly, why should I bother with a company who does not put customer first. Which Zara clearly doesn't care for customer service at all. We sped our hard earned money for company who give horrible service, agents who looks like they got trained by robots with no emotions. I truly had enough, and I will be
#boycottZara

I am and have been a very large customer of Zara. In the past 26 months I've spent almost $6.000 on their website (not including returns) in addition to much more than that at their boutique in Manhattan. I've sent back a number of purchased items from their website with no problem, until now. I returned a blouse I bought online for $29.90 and received an e-mail saying they're sending it back to me because it had been worn. Bewildered, I phoned them saying it was not worn and was told told that the tags had been cut out (not that the blouse had been worn as stated in the e-mail) and this is why they weren't accepting the return. I told them I did not cut out the tags and If they weren't there then they were cut out previous to my receiving the blouse (already we have a conflict of communication from them, first saying I wore the item and then saying simply that there were no tags). The gal said their warehouse would never send out a blouse without tags, which clearly they had done here, I said people aren't perfect and that's what happened here but she said no their warehouse would NEVER send out anything without tags. This response indicated that their employees were infallible and that Zara only hires 100% perfect human beings.

Anyway they've dug their heels in and will not discuss it further and will not give me a refund and say they've sent the blouse back to me. Most of my clothing purchases are from other retailers and my purchases from Zara are a small part of my wardrobe (which is mostly Chanel, Hermes, Armani Collection, The Row...). I will now take my business elsewhere for fill in pieces. And ironically, three years ago Zara knocked off a shoe by a famous shoe designer that was a shoe named for me by that shoe designer.

This $29.90 return has left a very sour taste in my mouth and has cost them my account and by what I can see from this blog has cost them other customers as well. This is not going to hurt the business of this huge company but customer service is everything and they could take a lesson from other stores and boutiques and even Costco (which had revenue of $118.7 billion in 2016, Zara had $15.9 billion) and similar large retailers who treat their customers with integrity with issues like this.

And regardless if someone spends $10,000 or $29 a year at Zara, customers should all be treated with respect and not a policy of an issue not being up for discussion.

I went to the store today to return a shirt which I got as a gift at the Zara store at Palladium, Mumbai, India.

The shirt is part of the current season and had all the tags on it.

As it was a gift, I did not have a receipt and I wanted to purchase an item which had more value than the item I was returning.

On entering the store they asked me to go upstairs. On going upstairs the guy said no first and then told me to go back downstairs and speak to a manger as I did not have a bill.

On going down the manager, Zain Ansari, started to get condescending with me and said even if it was a gift the person who gifted it to me should have taken a gift receipt.

I then asked to speak to his manager and he said he was the only person who could take the decision. I quizzed on who the manager was with the piercing and he said there was no manager with piercing, when I asked him who the manger was last evening, he said the name and I asked if he had a piercing to which he agreed. I then asked if the manager with piercing can take back the item and he said NO.

I then asked to be connected to Zain's manager and he said he reports directly to Spain. To which I told him that he has lied to me twice and so asked another one of the staff name - Adnan who I needed as witness to the lies of the manager.

I then left the item at the store and reached out to the CEO of Zara India and left a message for him.

This is an amazing case study on customer service and I hope someone from Zara is reading this and will reach out to me

Few days ago I went into zara where once entering the security Alarm went off. The security guard came up to me to search my bag to find that my chain had set of the alarm... During my hole time shopping in zara the security guard followed me around the shop, to the point where I felt so uncomfortable. At this point I requested to speak with the store manager. Once I spoke with the manager explained what happened she said nothing and told me that he was doing his job. So I gave her the iteams I was going to purchase and left saying I won't be shopping in zara again. Once I was heading out of zara the same security guard stopped me to search my bag again... and this time with him saying that it's a normal procedure... even though no alarm went off... I am disgusted with the service I received in ZARA and will never be shopping in zara in Guildford, Surrey UK branch again.