Zara

I ordered a few items online on 26 December 2015. Now I know it is the holiday season and understand the stores are probably busy during this time of the year, so I was expecting the delivery to take a little longer than usual (I wasn't sure what their usual was as this was my first ordering from them online) Well it was 2nd January 2016, I finally got an email telling me the items has been shipped. A week later, there was still no sign of the package. After a couple emails, I decided to call them instead, and between all the calls made, I had been told different things, from items are available and are being shipped to 2 items out of the 3 I had ordered are out of stock. It is 18 January 2016, I made another called and they are telling me they will refund me for all the items. After reading some of the reviews about not getting their refunds, I sure hope I will get all my $300++ refund back.

**Update 01/29/2016. I am thankful that I got my refund on 22 January 2016. I am however still disappointed that I did not get the items that I thought was available online as I was looking forward to wearing them.

I never complain about a company online but this felt necessary. I recently was gifted baby clothes from Zara for my baby shower. I returned some items along with a gift receipt through the mail. After about 2 weeks, I called to see if they had received the package and to make sure the credit would be returned to me and not the gift giver (so that she would not know I returned her gift). They read back my email to me and said the credit would be sent there. A week later, I called back and was told the credit was actually emailed back to the gift giver. I awkwardly asked the gift giver to look through her email and she did not see a credit. Three days later, I called Zara back and was then told the credit was sent back to her credit card and there was nothing they could do to get the credit to me. The very, very rude customer service rep told me that he didn't see why I couldn't call the gift giver and ask her to send me the money for her gift. He said he did not know why they didn't see the gift receipt with the package, or why I was told three different stories each time I called. He would not transfer me to anyone else and said that he was the highest person I could speak with and took no ownership for their mistakes. Needless to say, I would not return anything via mail and trust that you will receive the credit, even if you do everything in the instructions to receive it.

Order alot times with them. First package 1 dress missing. Second order also 1 dress missing. Wth? Quality is great but no point if i dont get all of my order together

Hey. My name is Katrina, I used to shop in Zara very frequently. But for right now I changed my opinion about this store. Its all because of my sad experience.
Security rudely stoped me by the entrance. Without of telling me the reason. Asked me for the recipe for my shoes which is I purchased the day before. I said that I dont have a receipt with me, because I purchased my shoes yesterday. Like I understand the reason of why he stopped me its the short black thread on my shoes. While I been standing there he was talking to me very rude and disrespectful, like I really stole this item. He Told me to take off my headphones so I can hear him better. In the end of this, I left store very disappointed. I almost burst into tears. I had a lump in my throat! I Love Zara, but for right now I cant even go to the store. Now I have depression and psychological trauma on the basis of this. Not sure if I ll ever do shopping again in Zara. Thank you for reading this.
Its happened on Saturday, October 14,2017. 8:55 PM. With the security guard Kory. On 500 fifth ave, NY, *******. After that happened, not me, and not my family not going to spend no penny to that business.

The people who runs the company is Zionist cowards they enjoy from pain and suffering Palestinian people. ZARA

I purchased leather Moto Boots from Zara and received defective boots. The pearls fell off when taking them out of the package. I called and spoke with Joanna and she said that these boots have a manufacturer's defect and the pearls fall off so getting a new pair would not help. Since I love the boots and they are so different I asked If I could have a partial refund or credit since I will need to take the boots to have pearls put back on and other ones reinforced so I don't lose them and I was told a manager would call me back by the next morning. No one called and I called in and spoke to one of the managers (Kareem), he told me there is no manufacturing defect now and I have no other option. He was very rude and didn't believe what happened on the phone call with Joanna and he was very condescending and not professional. I also spoke to Leann another manager and she didn't help at all she just wanted to rush off the phone and didn't want to answer my questions, she was very short with me and unprofessional as well. I spoke with a Zara store representative and they said I should have been given a discount for a defective item but the customer service refused to help me. It's a shame because I love Zara's clothes and boots and planned on purchasing more items in the future but I will never purchase anything from this company again. Defective boots and horrible customer service is not worth it! Save yourself time and money and shop elsewhere.

I ordered several items on zara.com with 30% off on black Friday, but zara sent me other person's order. I returned the package back to store. The store staff told me it's all zara.com's fault, not her fault. I asked her if I could get my stuff from store since I already paid. The store staff reluctant to help me and told me she's not for women department and couldn't help me. I called zara.com customer service for my missing order. The customer service told me my order items are sold out, and someone would contact me in 1 or 2 days. Actually, several of my items are still available on line, but I still hope zara could find my order package. The customer service on the phone didn't search on line for me. I wait for 4 days. Zara's customer service called me said they refund to me, and they couldn't do anything. Zara customer service is the worst one in USA. Because I order from Zara, I have to send the wrong order back to store and the store staff use my data plan to search my order. I waste so much time and money and got nothing. NEVER PURCHASE FROM ZARA!

After purchasing a car coat for just under $80 I wore it a handful of times before noticing the fabric badly pilling and the seam falling apart as it was sewn incorrectly. Upon returning the coat to the store with receipt I asked for an exchange, it was outside the 30 day window so they would not do anything. I did not request a refund, just an exchange I was instructed to take it up with customer service. OMG WHAT A JOKE. When they called they lied their way through their rehearsed jubberish. I asked questions relating to what I was just told, I was put in hold before he informed me the things he JUST said were done, actually werent. The company has to look up the definition of customer service if that is the term they are going to use for their call center.
In the end... HORRIBLE quality, disgusting customer service. This company only cares about getting what money they can before everyone realizes what trash clothing they sell. Disgusting they can operate this type of business.
Spread the word and tell people not to purchase items from Zara. I have and will continue to do so. Theyve lost my daughters and friends.

My package was shipped out on Dec 27th, and I picked it up from Purolator facility on January 2nd. Returned the package to Zara main office via Canada Post and they received it on January 30th. However, package got returned to me a week after. I was advised it has passed 30 days, there's no way to return it. My QUESTION is shipping time was also included in the 30 days - this is ridiculous. Also asking Zara if I can get store credit because I shop at Zara a lot, but the answer is NO.

All is all, no shopping at Zara ever AGAIN!

Save yourself the time and do not shop online at Zara. Due to the low quality of the items, you will surely have a return or two, and this is when your real problems will begin.

I placed a large order and received my items in two separate shipments. I returned my items separately, with the corresponding return labels that were emailed to me, as instructed. Zara only refunded me for one of my return shipments. I checked my UPS tracking number and confirmed that both of my shipments were delivered to Zara on the same day. In an effort to get my money back on the second order, I called Zara customer service and explained the situation. They said they would look into it, and called me back two days later saying they verified that all returned items had been refunded. UMMM NO, THAT'S WHY I CALLED YOU. We went back and forth with phone calls and voicemails for weeks and it was beyond frustrating and ridiculous. Long story short, I had to file a dispute with my credit card company to get my money back. Can't wait to never shop there again.

We used to love Zara. Last year we spent close to $3000. Last month my daughter bought a black jacket. She spilled something and tried to wipe it off, the stain did not come off and the cleaning instructions were not clear at all. It said not to bleach, not to dry, not to dry clean, and in the back of this very busy label, it also said not to wash...(?) obviously, since it was in the back, we did not see it. We washed it and it turned grey and wrinkled. I e-mailed them and after a week, they said that they needed a copy of the receipt. I e-mailed it. A week later i got an email back that i reached the wrong department. So i called and told them the story and they said "sure we can take care of it, go to a store with the receipt and talk to a manager". I did. The manager, Imalda, said "oh no, it was washed, there is nothing we can do", so i e-mailed customer service again. This time they wanted a picture. I e-mailed a picture. This time they said, nothing we can do... During this process my daughter bought the same jacked again and a day later a button fell out... so I know that we will no longer shop at Zara.

I ordered two items on 11th july 2015 online to be delivered to the Manchester store. Although I received confirmation a week later I hadn't been told that it had arrived. I made a phone call to ask about this and was told that it hadn't been scanned so didn't know, and that they would chase it up and let me know in 24 hours. I heard nothing and rang them again to be told they still were unsure were it was! And to wait 48 hours... 1 week later I ring again very annoyed about this as I had already paid the £31 for these items. This time the lady on the phone sounded helpful and apologised. She asked me if I wanted my money back or she could order these items again and have them delivered to me free of charge. With this I felt confident that all would be ok. She said I would receive it in 2 or 3 days. That was 5th August! I was so disgusted I rang again today 14th Aug, to be told... that she didn't know her name was Claudia, and she did apologize but didn't sound sorry! I have now said that I want my money back! She said she would put that through! And guess what? It will take 48 hours. They need to sort out their staff and systems! I just wish that I had read the other bad reviews on here before I ordered>

Worst customer service and exchange policy. I came into the store to exchange a sweater that had a snag but I didnt have my receipt... I was in the area without the sweater, so I stopped at the store to ask a manager if I could exchange the snagged sweater next time I come to the store; the manager said I could return it when I was in the area. So, today I decided to exchange it, they made me wait 30 minutes and next the end they said NO YOU CANNOT EXCHANGE ANYTHING WITHOUT A RECEIPT... why could they just tell me right from the start...
Horrible customer service

I placed my first order on Zara about 2 years ago and unfortunately my package was delivered at the wrong address, I got a proof of this when I contacted customer service.
They send me an email with a picture of the delivery and I was able to see that the door in the picture was not my house door.
I replied to the email providing picture of my house front door to proof that I never got the package but I never got any answer.
I got my money back from my credit card since that was the only thing left to do after customer service has no interest to help me with my order.
I placed 2 more orders and everything was okay, I got my orders and I was happy with my purchases.
However I tried to order again and I found out that I have been blocked from their website.
Again I contacted customer service and I was told that I need to pay for the order that I never received by stopping the chargeback. I tried to reach them again several times and I offered to provide proofs that I never received that package but the answer was the same.
If I wish to buy online I will have to pay for that order.
Sadly it doesn't make any sense to me.
Because you can't shop confidently in a web that will not show any interest in satisfying their customer, even worse in a website that will make you pay for items you never received.

It is a shame that the guy who owns Zara is the richest country in the world, yet he or his store policies will do people dirty. I placed an order once and never received it. I called their CS and was told their responsibility was just to ship the items and that it wasnt their problem if I didnt receive it. Long story short, I ended up having to dispute the charges with the credit card company and thankfully they refunded me. That alone was enough to never shop at Zara again.

Then I bought a dress which ripped apart after only wearing it once. I called their CS and was told to send pics of the dress and that someone would get back to me on a resolution. To make the long story short AGAIN, its been a week and I still dont have a refund. It looks like I will have to dispute the charges with my credit card company again.
This is such a shame because Zara is too big of a company to do their customers as dirty as they do. And I gree the agency that protects consumers should I also do something about it. This company is already expensive as it is and their customer service doesnt even get one star from me.

NEVER EVER BUY ONLINE FROM ZARA THEY ARE FRAUUUUDSSS. Bought a jacket on black friday for a cheistmas present and TO THIS DAY (basicay a month later) it still hasn't come. I can never get the deal back nor will they offer me the jacket back all they are offering is the return, when clearly I want the jacket for My friend's present. Zara.com sucks dont do it save your selves.

Bought a pair of heeled sandals on Thursday 6/25/15 on sale marked $19.99, got home only to find out while putting my purchase away that I had gotten charged $29.99. Wore the sandals on Friday 6/26/15, when back to the store on Monday 6/29/15 with the receipt and the label from the sandals to ask for an adjustment, first they told me that the label had to be attached to the shoes for me to get a refund, I said I had already worn the sandals, another employee stepped in and said, they only make adjustments if cought the same day of purchase, I said I wasn't asking for an "adjustment" I was overcharged, she plain a simple said, I'm sorry if you don't complain the same day you just dont get your money back? I was so puzzled I didn't know what to say! I work in retail and in my anderstanding that's a consumers affair violation, I was overcharged and it suddenly became my error I didn't notice the same day and while still in the store. It's an only $10 mistake, but I'm really upset about the whole made up policy that should be illegal, it's false advertisement. Ive been a loyal customer of Sarah for many years I shop there for myself, my husband and my 8 year old, love the clothes, but their policies are just plain unheard off! It's the second time I have a bad experience when trying to return something, or trying to get a mistake fixed, not a whole lot of money, but enough to keep me away from ever shopping in any of their stores or shopping in line. Very disappointed.

UPDATE: A couple of weeks after I posted this review, Zara Customer Services approved a full refund for the jacket!

Please see my earlier predicament description below:

After wearing this jacket only five days, the garment is fit for the rubbish bin. The poor quality fabric is pilling badly. The jacket is essentially unwearable.

I tried to return the jacket to the Zara store on Miami Beach, Florida, where my online order was delivered. They referred me to online customer service. Online customer service was completely unsatisfactory and, in fact, their response is nonsensical:

"In regards to your inquiry, unfortunately we are unable to accept the return of item BIKER JACKET **************-I2016. Please note that the item has been inspected for quality and there are no incidences of peeling associated with this product as long as it was handled in accordance with the instructions provided in our website."

The online customer assistance staff did not inspect the jacket I bought. I sent them the photos shown below. I did not attempt to launder the jacket. I only wore it for FIVE days, and no instructions were provided on How to Wear the jacket.

http://www.zara.com/us/en/woman/outerwear/jackets/biker-jacket-c*******p*******.html

My experience with Zara was very pleasant because the were prompt and very quick
In delivery and everything was as seen in the site. Iwill recommend it to my friends.

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

Those coustomer care the way they response seems like they have copy paste it like im talking to robot so so bad.worse coustomer care

Baycot Zara we don't like ur products ….
Baycot Zara …….
Don't sales Zara's products in the world ….

I wanted to return items, so I went through the standard return process, which included receiving an email confirmation about *each* item being on my returns list (just as you'd expect). When the item reached the warehouse, I noticed they didn't give me a refund on one item. I chatted with customer service and they argued that I never put the item on my returns list, though I had email evidence stating it was listed. Ultimately, they couldn't argue with that so they were like, "The warehouse never received it- it's Fedex's fault." I explained that each other item was returned, so it couldn't be Fedex- must be their warehouse management failing at itemizing delivered items. After this process, Zara said, "Well you're not receiving a refund, so we're shipping THE ITEM back to you because it was worn." While in reality, I never even touched the item besides boxing it up for returns. So either an employee played dress up real quick or Zara believes in the, "Customers are always WRONG" mentality.

I solely shop at Zara and will stay loyal unless they screw me another time. Just beware of the ONLINE returns process and how shady their customer service really is.