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Zara has a rating of 1.4 stars from 1,077 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Zara most frequently mention customer service, return policy, and credit card problems. Zara ranks 375th among General Apparel sites.
I shop at Zara quite often, whether these are offline visit or just enter this website and put stuff into cart. What to say... convenient, what else. It doesn't take a lot of time for me to buy clothes, whether this is home wear, linen sweaters from Massimo Dutti or casual jeans. I have no troubles with finding the right size as I know it perfectly and clothes always fits me good. So, thank you guys, I would say... navigation on the site isn't flawless, but these are trifles to me.
This is the second time I have returned items and they never make it back to Zara. It has been a month since I sent clothes back and it shows them still sitting at the post office. This is what happened last time. Also, the clothes are made for people who weigh 95 pounds.
I love this site. It's quick for shipping and return process is incredibly fast. I love the quality of the product, but watch for the price tag!
Date of experience: February 7, 2014
I order online couple of items, one pair of shoes were missing! And they refuse to return calls or to return your money.! Dont order online!
Date of experience: January 27, 2018
I was surprised when I saw this collection. My favorite colors and nice to touch cloth. I had chosen a present to my mom and my girlfriend here.
Date of experience: February 28, 2019
I find the quality of the clothes satisfying but the customer service is dreadful, i am very displeased, It is a painful experience
Date of experience: June 2, 2017
Zara has a poor return policy. They refuse to refund my money in the form I purchased the items. I will not be shopping in Zara in the future.
Date of experience: September 9, 2017
Nice customer service, good shoes and clothes and good prices, quick check out and return policy best store ever
Date of experience: September 11, 2017
A lot of the time, their (not in store) customer service is not good. Their online customer service may even be automated.
Date of experience: September 30, 2021
I went in Zara in Lake Buena Vista FL somewhere around the Disney stores. This gorgeous Knit top caught my eye and immediately get it and go try it on. I tried it on, I loved it, I took it off. Because of the great lighting and good body mirror I took some pictures of myself in my own clothes. I must have startled the workers because a black women took a $30 top in the fitting room and took waaaay to long taking selfies. Because when I came out the dressing room, I was IMMEDIATLEY approached by a worker who reached out his hand in full CONFIDENCE to take the shirt out of my hand, and when I pulled the shirt closer to me, this man says to me "OHHH you're going to get it?"... wtf, where THE $#*! do they do that at? My feelings were so hurt, and I was embarrassed. If you want to be made fun of by the broke&boujee Zara employees please go ahead. If by ANY chance that employee sees this... You work at Zara... you're not getting paid that much! I could have bought that shirt 1,000 times and my bank account would still stomp that $#*! you make. Please consider other people's feelings.
Tip for consumers:
Great quality clothing, Horrible quality employees.
Date of experience: March 26, 2017
The operators are polite, tactful and competent. I recommend this store for shopping and I use it myself. The employees are happy and cheerful!
Date of experience: July 28, 2022
I like this brand. All goods always perfect. Last week I ordered shoes here. I like this shoes so mush.
Date of experience: August 24, 2020
Worst and uneducated customer service including zara managers and supervisors. Lazy customer service.
Date of experience: October 12, 2017
I had a top that was shredding and i contacted zara and provided them with pics of the top and thy didin't wanna help me!
Think before you buy there
Date of experience: January 22, 2017
I have never seen such horrible service from a company and they do not deserve to be in business. Buyer beware!
Date of experience: December 12, 2015
I like their items. Comparing price and quality, that's satisfactory. My favorite t-$#*!s is 3 years old, but still looks as a fresh one.
Date of experience: July 30, 2020
Absolute worst customer service and return policy. Why are they not embarrassed of all these poor reviews.
Date of experience: October 10, 2017
Mine T-shirt has a hole and they are exchanging in 350 rs. I have been struggling to get it return there faulty product
Date of experience: October 19, 2018
Amazing new collection as always. Great designs. Prices could be cheaper but quality is better with time. Love Zara
Date of experience: January 29, 2018
Just recently moved to Europe and discovered Zara!
I am totally in love with their collections!
The online shop is equally great!
Date of experience: February 27, 2018
Trendy cloth of pretty good quality. I can always find something for myself in this shop. Easy to order. Recommend!
Date of experience: March 12, 2020
Worst customer service. Their return policy is terrible. Everyone should just stop shopping there and put them out of business. Disgusting.
Date of experience: June 23, 2018
I like this brand. Affordable prices, on-time delivery. To my mind, these features are so important.
Date of experience: May 27, 2020
I could never find anything for myself in this shop. Strange clothes and also a really bad customer service. Who buys from them?
Date of experience: April 10, 2019
Never order online from Zara. They will ship you the wrong item. Customer service and return policy is terrible
Date of experience: March 27, 2022
Bait and Switch! - so I just left Zara on 5th Ave and 52nd Street in NYC. I have never written a post about a stores customer service before but felt the need today to stand up for myself and others who might encounter a similar issue at Zara. I went to purchase a short sleeved shirt that said $19.95 and another shirt that said $35 and was expecting to pay around $56 with tax. When Suada rang me up she said the final payment was over $80 dollars. I then showed her the price tag and she explained to me that the price is mislabeled and is in Euros. I was completely flabbergasted and said what kind of business practice is this to list a price and then switch the number and expect a customer to pay the upcharge. I asked for the manager and was told they could not do anything to change it. The General Manager Pedro Estremera then came to me and said that they could not honor the price on the label. He then called their customer service line and a woman on the call said the same thing. I expressed my upsetment and told them that these practices by Zara as a business are terrible. I wouldve happily paid for the labeled prices and in fact thought that Zara was good until this occurrence. I will never shop at a Zara again after how I was treated and hope the public reading this takes this into consideration. If I could give a negative number I would for this encounter. Just Terrible -
Terrible customer service and practices.
Date of experience: June 7, 2018
I have been a loyal Zara.com customer for 5+years now, but no longer. The past 5 orders have been ATROCIOUS.
Main issues:
1. Shipping - per website, standard delivery is 2-4 business days. My past 5 orders took ~8 business days to be delivered. On my last order, Zara claimed to deliver but never did -- and they still took my money (more on this below). I always follow-up on tracking with Customer Service, but they couldn't care less once they take your money. In fact, most times, they will not provide delivery details/date unless explicitly asked - and, the dates/details they do provide are wrong.
2. Customer Service is PATHETIC. I've had to call/follow-up on almost every single order in the last 12 months. Each time, CSR would not provide any details and said that they are there only to take down information and relay to 'appropriate department'. This is basically an answering service, not CUSTOMER service. 'Appropriate departments' never respond.
On my last order, Zara's courier service showed a delivered status on an order that was not delivered. I reached out to Zara CSR 4 times over a span of 7 days and got the runaround; because of their unresponsiveness (read: radio silence) I was legitimately concerned that they took my money and ran.
I finally filed a complaint with the Better Business Bureau and within 5hrs, I received a call from Zara notifying me of my refund. How unfortunate that BBB had to get involved for them to respond. How infuriating that I spent so much of my personal time trying to resolve the issue myself and they did nothing!
Goes to show how much they value their customers...
My advice, don't bother with Zara. ASOS customer service is a million times better (clothes are too imho)
Date of experience: February 28, 2017
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