Zara

Worst Customer service rep and the Manager/Supervisor does not know how to talk to customer. Very rude and loud. Stay away from ZARA Period!

Poorly trained employees both at corporate and store level. Unscrupulous act of deceiving customers.
STAY AWAY!

I went into a store trying to do an exchange for a couple of items from an online order I placed. The sales girl informed me that since it was past the 30 days I had to call online for the exchange and/or store credit. Ive ordered thousands of dollars worth of Zara for my son and the first time I need to make an exchange for size, NEVER ONCE ASKING FOR MY MONEY BACK, they said that since its past the 30 days they cant even offer me an EXCHANGE for a size that he can wear. I spoke with Yasmin who claimed they make exceptions but made it clear I wouldnt be one of them. When I asked to speak with her supervisor I was told they would just continue to reiterate that they wouldnt be making an exception. WHATS THE POINT OF HAVING SUPERVISIORS WHEN CLEARLY THIER SUBORDINATES MAKE ALL THE DECISIONS FOR THEM. I suppose if they treat their employees as badly as the reviews and glass door say I shouldnt expect them to treat the customers any differently. Im glad the sales girl directed me to a dead end and I wasted my time trying to find a resolution. Ill spend my money at a company that values both.

I loved the clothes and the fashion there, in spite of the fact that it's a little expensive, I really liked shopping there! I found in ZARA comfort.

I was in zara home in kingston upon thamesin bentall centre today at 5:15pm, I have taken the bath basket with lid on top to the till, shop assistant scaned my item and put it in the zara bag, i said thanks and left towards outside but the security alarm start and i came back to the till and told them, the present sales assistant start searching my shopping bag and find two items inside the bascket and she told me that i wanted to steal these items from the shop, she was very laud and rude twards me, while the items was inside the bascket that I bought and it was the shop assistant responsibility to check inside that basket before put it inside the bag not my responsibility to check! But she start shutting twards me and i had to ask bentall security to come and tell her to be polite but unfortunately she never said sorry and non stop was telling everyone that it wasnt her fault and i was going to take that without pay! If i was going to take this item why came back to her and told her the problem! I asked her to give me her manager name but she said she is going to call the police! I said call the police and i wait but i want to talk to her manager but she ignored me and never gave me her manager name and when i asked her name she put her face twards wall!
Very disappointed, not recommended

I have never experienced such horrible customer service in my life.
I placed an order over a week ago for my nieces Christmas presents and noticed Zara had charged me for the order, but I hadn't received a shipping confirmation and the status online still said "Being Processed." I called their customer service and said I wanted to cancel my order since I was concerned about getting my items in time for Christmas, but was told I couldn't since some of the items had already shipped. When I asked why I hadn't been sent a shipping confirmation, they said they don't process orders on the weekends and that I would get one on the Monday, which I did not.
When I called them again on Monday, they said my order was "being packaged as we speak" and would arrive for sure by the Wednesday. When I asked about the item that had supposedly already shipped, they had no clue what I was talking about and acted like I was crazy/an idiot for thinking it had shipped.
On Tuesday, my order STILL said "Being Processed" online. I called them three times that day and each person told me it was still guaranteed to get to me by Wednesday, which didn't make any sense to me, given it still had yet to ship.
Today is Wednesday and I called them again and at this point they said they have no clue when my package will ship and that "maybe" it will get here by Christmas.
When I asked to speak with to the manager, she was extremely rude and totally unapologetic and didn't offer a single solution. I asked if my package could be expedited, to which she said no. I asked for a discount, to which she said no. I asked to cancel my order (after explaining I already tried to do so on the Saturday and was told I couldn't because it was "about to ship any minute" - to which she said no.
Basically - they do not care about their customers and are completely unwilling to help and totally unsympathetic.
I honestly don't even think they know where my package is at this point or have nay clue when it will actually get to me - certainly not in time for Christmas!

Zara Silverburn Glasgow - crap customer service and rude! Ignorance is their idea of good customer service.

Boy was I fooled when I wanted to buy some clothes for the holidays. I bought $150 worth of clothes and they completely stole my money! The issue was that it apparently "delivered" to my house but when checking the address it sent to, it was the wrong address. I was met with a bunch of reps saying it was not their fault but the facility that was sending it "On Trac" so I called On Trac and the address that was given to On Trac FROM ZARA was the WRONG address to begin with. I try to get a refund but again to no avail. I keep calling because I think this is a huge scam. They took $150 from me and did not want to help me with my items. At some point they were willing to compromise and give me another package to the right address this time and they even send me a confirmation email. I didn't feel comfortable so I went ahead and I called the facility that handles the packages and guess what I found? ZARA gives them the WRONG address again. Seriously Zara GET IT TOGETHER! It's not that hard, after 3 tries, you should have really gotten it together. Terrible company, if I can give them NEGATIVE 5 I would. DON'T DO IT. I BETTER RECEIVE MY PACKAGES OR MY REFUND OR THEYLL NEVER STOP HEARING FROM ME. ILL CALL THEM FOR YEARS IF I HAVE TO.

I went to the store the boxing day, i wasn't able to try my jeans and the employee didn't care and the line took me 20 mins

Sales man is a lier to me and when i complain to store manager also suported him and careless i complaint now online for strong action

The government need to close Zara down this company theif they do not care if your it stuff you order is delivered

Biggest company in the world, revenue wise. Yet there costumer service is horrible even if you spend thousands of dollars with them

Awful experience with Zara's customer service.

I used their online tool to determine my size according to my height and weight and I came out to be a large size (weird because I always wear medium). Anyway, I went with it, and of course, as soon as the items arrived (6/2/20), I realized they were too big.

I packed everything back in the original packaging, along with all tags, and returned the items on 6/3/20. According to USPS, my return was delivered on 6/10.

Ever since then, I've been reaching out to their customer service trying to figure out what's the status of my refund. I chatted with their agents 3-4 times so far for about 40min each time (because it would take them 10min to respond). Each time, they would ask me for full info about myself and the items that I ordered. NONE of the agents were able to give me any information about why my refund was late. They kept repeating "wait 10 business days for your refund" even though it's been WAY OVER 10 business days and their refund processing time was long gone?! It seemed like I was chatting with bots. One time, an agent was even trying to convince me that their 10-14 day return processing timeframe begins not once they receive the items but once they inspect them?! What? I know that's completely not true, but I can't even believe a company as big as Zara is using these lame tactics.

I was promised twice by two different agents that I would receive a call from a manager within 48hrs, which never happened of course. I wrote to their customer service on facebook and instagram - not a single response.

Since I lost all my patience with those online agents, I went to a store to see if they can help out somehow. The manager was shocked with how bad the online customer service was, she confirmed the refund processing time passed by (you should have seen her face when I said I was being convinced the time starts once the items are inspected). But, she couldn't help me, because they have nothing to do with online purchases.

Anyway, I reached out to my bank and started a claim, as I realized I would never be getting money back from Zara. I understand companies are overwhelmed right now, but lying and stealing from your customers is not a way to go.

I rarely write negative reviews but felt it absolutely necessary in this case. Zara only cares about profit and has the worst customer service I have ever experienced. Also, with how many times my money hasn't been refunded, or a package has been "lost" or "damaged" I feel very strongly that they are gaining profits on items that are "lost" that they never actually sent. They get their money and won't pay you back no matter how hard you try. I eventually got reimbursed through PayPal.

Zara has some of the cutest and best quality clothes for my kids but I will not support this company any longer. Every single time I have ordered from them there has been a huge error and complete lack of accountability. It doesn't seem like their employees are trained well at all and they are completely rude on the phone and make it seem like you are causing them trouble.

Zara said my package was delivered, yet I never received it and I was home with a ring doorbell. They told me to check with my neighbors but said it was out of their hands. Unbelievable. This last time has been such a headache… I ordered $600 of clothes and only one box arrived. Talked to a representative and thought I got everything squared away. Look at my new order and she reordered a bunch of items I already received and I was missing many of the items that I had ordered. Had to call again for another hour long phone conversation and this person told me I would need to return those items (which is a huge headache when you have 4 kids and are ordering online for a reason) I also didn't receive half the items that I ordered during Black Friday even thought they said they were available on the website. (she said they were too low of stock) really frustrating considering I saved specifically for that sale and missed out on other Black Friday deals for school clothes. Those are just a couple of incidents. I have had about three other incidents where they have messed up and it was never settled. Damaged packages, charging too much, etc.

They genuinely don't care, don't offer discount codes for your trouble, don't do anything for their incompetence. I think they are a scam and stealing from customers. It's just a matter of time before they get called out and go under for such poor business practices.

Zara has the worst customer services l had experienced in my 30 years as a customer. I bought a shirt blouse without trying it on and when I got home there was no receipt. Next day I went back to the same location asking for the receipt and showed the proof of purchase from online credit card transaction. The store manager gave me the number to contact the customer service and they can track the receipt. L contacted them and talked for an hour giving all the information and being put on hold by them.
Zara customer service representative told me they got the all the information to track the bill and will contact me next day but they never did it.
I called them again and this time a guy answered and l had to give all the information again and he told me to get the credit card statement from bank and store will do the exchage or refund. Reading all the bad reviews from website, I asked for an email from them to ensure that is how to go about it but he said no without any explanation. When I asked to talk to a supervisor he said they didn't have a supervisor or a manager. Trusting the customer representative, l went to the bank to get physcial copy of bank statement and went back to Zara. The store manager declined any exchanges without an email from customers service. I called the customer service again talked to the same guy, he put me on hold for a while and said that his supervisor told him they cannot do anything about it.
At this point l didn't care for the money anymore, they just didnt want to be bothered with tracking the transaction for the customer service instead telling lie to customer hoping customer will give up after a few run around. Each time when l called Zara customer service number, l wasted good hour explaining over and over. From the beginning, it was Zara casher who didn't put the receipt in my back or give to me.
I am still amazed by how they can get away by treating customers like this way. Zara has the most unprofessional employees both on the phone and the stores.
I will not contribute to this giant bullying cooperate company anymore

Jeg har bestilt en jakke til min kæreste i julegave, men da den var for stor ville vi bestille en ny til hende med et nummer mindre. Vi har ikke modtaget et link til returlabel, som der står på deres hjemmeside. Når man skriver til kundeservice er de kolde og giver dig en ufattelig dårlig oplevelse, kunne man rate dårligere end 1 stjerne havde jeg gjordt det!

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I have been to a Zara store today in Covent Gardenand had the most frustrating experience ever and in the end, they made me look like a fraudster.

I bought a £30 gift card and after paying the lady who served me, I walked a few yards away from the till on my way to leave the store and when I opened the little box, there was no card inside. I came back to the till straight away without leaving the store and complained. The lady looked very confused and I asked them to check CCTV.

After 20 minutes they came back out saying that she did put the card inside the box but she hasn't. They wanted to make me believe in that evidence but they wouldn't want to believe in me when I said that she made a mistake. She never came back out and she knows, they know she made a mistake. The security said she would have to pay double if she made a mistake so that's probably why they want to keep on her side and claim she did out the card inside the box.

I would never make such a fuss for £30, it's about the principle, she made a mistake just won't admit it.

I asked them to show me the evidence but they said for Data protection they couldn't. That data is about me for God's sake.

I called the police but hey were useless saying it's a civil matter. If I had committed a crime they would call the police and the store would even check all the cameras, l but why would they not check the cameras to see whether I took the card out of the box, hid it and went back to ask for another one? They did not check other cameras and they were very unhelpful and at one point rude.

I am taking this further but I am sure they would never go against the member of staff. I'm very annoyed as I am an honest person and they basically told me I was lying to them. They even suggested that maybe I was pick pocketed but how?! There was no one around me, I was inside the store and away from the till for 20 seconds...

If they have nothing to hide why won't they show me the CCTV where they claim shows the staff putting the card inside the box?!

I have been a customer for many years now but they treated me like a thief. It's probably safe to buy from them as I have been for a long time but one day...

If i could give it negative stars then i would! They have the worst customer service ever! For a global company i am very disappointed at their customer service.
I bought some items on zara.com and didnt like few items and wanted to return it. In the package, there was a gift receipt it in which i didnt need since the clothes was for myself. Before i return the items, i carefully read all the return policies and it mentioned that i needed to show the cashier the original invoice to get the refund back to my credit card. I went to the closest store to return the items. Ive specifically gave the original receipt to the cashier and emphasize that i wanted the return back to my credit card. I gave the whole package to her and she took out the gift receipt to start entering it in the till. I questioned the cashier if she had used the gift receipt would i still be getting the refund on my credit card and she said yes. I even told her what i read online that she needed to use the original invoice but she told me its the same thing. When the cashier completed the transaction, she gave me a receipt and it says STORE CREDIT. I went back to ask her that if the refund went back to my mastercard and she still said yes. And so i asked her why does my refund receipt say store credit. She pretty much said oh i never seen this before. Anyway, i went back and forth with the dept manager and finally was told that they needed to call zara.com to look into it. I was sent home with the store credit. The next day the manager called me back and said they couldn't do anything about it and was very rude about it. The manager made it sound like it was not their fault and that's too bad they made a mistake and that they already did me a favour by calling zara.com. They took NO responsbility for their mistake. Basically i had to be penalized for their mistake. I didnt want the store credit and refund was over 100$.

I tried calling zara.com myself and they said the same thing that its too bad for me and i just had to keep the store credit. I DONT WANT ANYTHING FROM ZARA! I asked to speak with upper management and they still havent called me back... Zara is the worst. Never experience such horrible customer service.

Bad service i will never buy at this store ever again and i was a really good customer.

DO NOT SUPPORT THIS COMPANY. BOYCOTT EVERY PEICE YOU CAN. THIS COMPANY SHOWS SUPPORT TO IDF AND AGGRESSION TOWARDS YOUR BROTHER AND SISTEN IN HUIMANITY

Hello, I placed an order through Zara.com on December 23,2016 as a guest. Now normally when I order from online I would be issued an email indicating my order number and soon after the tracking number. I received the order number after I placed the order however, I never received my tracking number. With Christmas days away I didn't get a chance to contact Zara to inquire the status of my order however, when I placed the order it stated that I should receive my order in approximately 5 days so I wasn't looking out for. On December 27th I contacted Zara.com to inquire the status of my package as I did not receive a tracking number and was informed that it was delivered. I expressed to the representive that I did not receive the package and I would have my management office investigate the matter as my building is equipped with cameras but in the mean time could they possibly ship me out another item as this was a gift for my daughter and was afraid that the item would be out of stock if it needed to be re-ordered. I was told by the online rep that there was nothing that they could do besides open up an investigation in reference to the package. Currently, I am still awaiting on a response back from Zara. I also reached out to the delivery company "Lazership" as the tracking number indicated the package was delivered to customer however, I never received the package. So now I paid for a jacket that I do not have and I checked back on the website and it is in fact out of stock. I am furious with the level of customer service I received from this company. When you order an item you expect to receive it and in the event the package is lost or stolen the customer should be help liable for it. Ship out another order and conduct your investigation. I will never order from Zara's again.

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.