Zara

I will never purchase from Zara again. I drove 100 miles out of my way on a trip to purchase a product they only sell in stores. I called and made sure they had the product 3 hours in advance and they said they would hold it for me. When I talked to the sales associate when I arrived at the store, they said one of the boxes was empty, the other was the wrong product and that they didn't look to make sure. I called customer service, she laughed and patronized me. She said she was the supervisor and highest position available to help me. Said they wouldn't do anything and wouldn't sell product over the phone and take a credit card. I get the fact that only sold in stores sort of makes it more exclusive and brings customers into their stores. If I was a store manager, supervisor, etc for that company I would have made an exception to keep a happy customer. Word of mouth travels. We would never see this from other retailers that are in their league. Gap, Old Navy, Pac Sun, Hollister... As far as the scent (cologne) I was looking for, I'll stick with Versace, Prada, Chanel, Mugler, and others that can appreciate someone's business. I don't like being mocked and laughed at.

I call all smart shopper Men and Women to stop shop at Zara untill Zara change its
Return policy and allow returns without recite for a store credit or untill able to locate it on your credit card. Zara does not aligned with the standards of well known retail stores with respect to the new technlogy of Sending reciete via email. Thier cashier system is completly old and outdate from the nignties and does not fit with the new and modern era. Zara make it extremly difficult and unplesent for its shopper to return marchandise witout reciete telling them to change it to the same item they dislike from first place in different color and size calling that good gesture.

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.

My girlfriend bought me a wind jacket from the ZARA in Durban, South Africa, and could only give it to me on my birthday (which most normal people do). It was more than 30 days from date of purchase when we tried to exchange it for a larger size as the one she bought was a bit too tight. It was then that I experienced the most inhumane and horrifying display of policy and customer service. We were told that there is nothing they can do as the 30 days have lapsed. Under normal circumstances I would understand why the item could not be exchanged. However, my jacket was in PRISTINE condition, still in the original packaging and unworn. It is in even better condition than the remaining jackets of the same kind on the shelf. Whats all the more disgusting, is the fact that when I emailed them, they merely restated the policy and refused to help me. I am really upset about this because my girl and I are students and we dont work. The jacket cost her alot of money and now we are in this position. Thanks ZARA - real nice of you to do this. By the way, the enforcement of their return policy in this instance is contrary to South African consumer law - specifically the Consumer Protection Act 68 of 2008. They think they caan hide behind policy just becausee they use it in 88 countries. NEWSFLASH: Every store is subject to the laws of the country in which they are found. Disappointed and angry.

A few weeks ago I spent just 900 dollars in Zaras for the fall/ winter season. It's been an unusually warm fall, so I haven't been able to wear all my sweaters. Anyways, A few days ago I went to go put on one of the sweaters that I purchased and noticed a huge mark along the front of the sweater. Very noticeable. So, I went to the store to exchange my unworn a sweater. NEVER worn and tags still attached. When I went to return it, I had l the receipt and the manager said because it was outside the 30 day exchange or return period I could not exchange it for another undamaged sweater. Now keep in mind they still had the exact same sweater in my size in the store and they still refused to exchange it or give me a store credit. Never once did I asked to return it. Only exchange it, I still wanted the sweater. Instead she gave me head office number. When I called that number they told me they were going to email instructions to put in a claim to have my sweater exchanged. I waited and waited and wait. Never got an email. So I called back and the lady advise it can take up to two hours to receive their emails. Ok... next day no email so I called again... long story short finally filed my report with pictures of the damage in the sweater, pictures of the tag attached to the sweater and picture of the receipt. They did call me back a week later, to advised it was declined. Why. No idea the girl on phone did know. Only that it was declined. Ps. I was trying to exchange the sweater on day 31,1 day Late. They just lost me and my family as customers.

The clothing is good quality and the beauty line is also as good. The beauty line is so underrated and deserves more recognition. Zara is just missing the opportunity here to push it more but trying to showcase any of their products on their website is a major issue.

Their website is archaic and horrific to navigate. I never purchased anything from their website just because it looks like nothing would work. You have to traverse through numerous pages to get to the products. Just view the website, you hit a homepage that literally has nothing on it. Then, you have to click to get in to the main content of the site. The main content you land on has nothing to do with any of their products which they should be focusing on.

The stores are fine, never had an issue in one. The layout and merchandised displays are well presented. The employees in the location where I shop are nice and helpful. Kudos to the store level presentation which is an eye freshener compared to their online presence.

Zara as a company needs to reevaluate a few things, revamp their website and push their cosmetic line more aggressive. If things don't change, it's just an average brand to consumers.

We wanted to exchange shoes not apply for a warranty, and they were not accommodating at any level.

Ver races company special about the last ad you should be shame about last ad boycott Zara I will never shop at Zara anymore

The shipping company " ONTRACK' Zara used did not deliver my package. I saw the ONTRACK delivery truck passed by my house, but the driver did not drop off anything. However tracking record said " delivered." right after. I immediately called Zara cutomer service and talked DANIEL. He suggested to wait till next Monday. ( It happened on Friday afternoon.) There was no delivery on Monday either, so I called Zara customer service for replacement or refund whick Daniel promised. Two days later they responded to me via email; NO REFUND NOR REPLACEMENT. THE PACKAGE WAS DELIVERED AT THE FRON DOOR. I was at the front door at the time truck passed by and called customer service to report the incident. I am very upset the fact Zara did not try to investigate the case. It really discourages me to make another purchase on line.

Such nasty service when I called to complain,
So I emailed them a whole letter how upset I am and they didn't even bother reading my email, they took my money and threw it in the garbage.

Ordered from their website and the items were never delivered. Had to dispute with my bank. Never again.

Terrible customer service. Terrible return policies. Would not take back an item more than 5 days after Christmas.

Literally, I have been waiting for almost 2 months just for my money to arrive. It's ashame that I have to go through such a process just to recieve my money!

This is the worst customer support I have ever experienced in my life. I buy everything online and I shop for children clothing a lot, as I have 3 kids. My neighbor recommended Zara to me for my daughter some clothing. I ordered 7 items and the package came disshelveled and the tissue was wadded up in my box, and I received 4 out of my 7 items. When I called customer service, they told me they would open a "case" to review. So, to start, they didn't believe me and thought I was stealing from the CO. I then called back 2 weeks later to ask the status of the "case". They said it was denied as the warehouse said they packaged all the items. The customer service rep left a note saying she called to let me know, but I never received a call. I called back and spoke to a manager, who was equally as rude and nonchalant. The are "reviewing my case" still. I called back today, to have the first rep hang up on me, and the second rep said they were having "system issues" and assured me she would call me directly back. Her name was Chakevia. I never received a call back. I will continue to call until this is settled but I have never experienced anything like this in my life, so I want to continue to speak out until its resolved.

I won't wear most things that they sell, but if you look long and hard enough you can really find some gems at great prices.

I'd say it's pretty overpriced. The quality leaves much to be desired. Not the best service. However, I do like their Zara Home department

Worse customer service at the Montgomery Mall location. Staff is rude and not helpful. Shopped at Zara since I was a teen. Never again.

I love Zara! Though website usability could be better, their products and price are awesome) Love that they have kids clothes, it fits me well=)

I did get my items- 2 pair sandals, different sizes. Not correctly sized. Cost to return was too high so had to donate.

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

This is the WORST store I have ever dealt with. They give false info and take your money. They should be ashamed!

The new release this season is totally my fav! I bought the shirt two weeks ago and looks great. Already a fan!

My girlfriend ordered two packages from the Zara.com website to be delivered to our home adress. And since then, the past two weeks have been a nightmare. Both packages were lost by Fedex and Zara refused to do the appropriate procedure to compensate us for the loss.

I called Fedex multiple times and build a solid case to show that the package was not delivered to us. Fedex representatives admitted their mistake and were willing to refund the value of the missing packages. The only thing Zara had to do is to start a claim with Fedex to get a refund.
However the Zara customer service was extremely unhelpful and deceptive,. They delayed systematically the start of the investigation. In the end they refused to start a claim with Fedex although it would have led to an automatic refund.
Although lauching a claim procedure with Fedex would have been costless and effortless to Zara, the customer service was
The behaviour of Zara customer service was unbelievably unprofessional.

If I can give you an advice, do not order anything on Zara website; you have a high probability that you'll package will be lost and if such thing happen you can be sure that Zara won't do anything to compensate you.

Zara customer service quality is below any other compagny we ever dealt with. What we experienced is nothing short from theft. We are now considering legal actions to obtain compensation.

My girlfriend was a devoted customer to the Zara brand, now she will never do any business with them again.