I paid for 4-5 day shipping, its been 4-5 weeks. Still no package. Called their customer service line multiple times. It takes them four days to find what went wrong with my package, apparently it was misplaced! Not shipped! When I got all the confirmation emails what my order was processed and I got another email that my package was shipped out. Talk about false advertising! It takes them another four days to just put in a reorder. It will probably take another four days before my package is shipped.

Please take into consideration, I placed my order on November 26,2016 and its December 21st. Okay, talk about $#*!ty delivery service. I cannot wait to receive my package and ship it right back to them, for a full refund.

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!

There seems to be a lot of the same cases here. Zara might be frauding some of us. I ordered clothes for my sister from zara and it was suppose to be delivered by purolator. After a told purolator to specifically hold my package at the depot because I won't be home on the day of the delivery, those idiots said they used a "third party" to deliver my package. They're saying the package is delivered, Zara "opened" an investigation but it seems like it's all an act after reading people's review here. I am in no financial status to spare any money but am helpless. I feel so violated and cheated by a company that I've been a supporter of. Other companies will make sure to replace or compensate for the loss but this company is not in customers favour. This explains how the owner of Zara made it to the second place on the worlds most richest man. Hopefully the next time this happens it turns out to be a big shot lawyer that can actually act on it.

I have been Zara's loyal customer since 2012.
Two months ago I purchased a pair of shoes, and I did not have a chance to wear it until recently, when the return period unfortunately expired. I wore them once, and immediately I experienced great discomfort, even pain. After I took them off and inspected my feet, I saw bruises and scratches. I am attaching the photo.
I would like to return the shoes, please advise me on the next step.

I ordered during their Black Friday sale and received the wrong package a week later. I called immediately to report my issue and mailed back the package that same day. I was told as soon as the tracking number was activated on the package I sent back they would send out my original order. After a week or so I called to see the status on my package and nothing had been sent out. They said it would take 24 hours to have the order reviewed and they would then send out my package. A few days later I get a refund email... I didn't want a refund! When I called back, they didn't know what happened and said it would take 48 hours to have this reviewed and then they would get back to me to let me know what they could do (whether they could honour the Black Friday sale price if I were to reorder the items). Well, 96 hours later and I am still waiting... I guess I will have to get something else for my son for Christmas.

My order was placed on the 25th of November, the funds were withdrawn from my account same day. I saw assured that my order will take a few days with a maximum extension of 48hrs, which wasn't the case. My order was shipped out on Dec 4th (already being 9 days held for no reason) which makes no logical sense as to why Zara would lie to me regarding the shipping time frames. The funds were randomly refunded back into my account on Dec 2nd and taken out again on Dec 3rd without my authorization and without any notification or warning from Zara which resulted in me getting a $50 overdraft fee from my bank. End result is my package not arriving and after spending a ridiculous amount of time over the phone with customer service i was told that my package is being shipped back to Zara and if i wanted the same items i would have to re order them at regular price (not the black Friday pricing i committed to). As a loyal Zara customer that has purchased endless amounts of clothing from their retail stores i feel scammed, lied to and disrespected with the treatment i have received so far.

I have never experienced such an horrible experience and i do buy loads of staff online.
I have done my order 3 weeks ago and still not arrived. On top of that when i tracked my order it saus the parcel arrived.
I have contacted customer service so many times and not even once they replied.
Is like it s a scam. They don't care about tgeir custumores. I really liked Zara clothes, but after this i will make sure I won't buy from this people. It s worst than a Chinese website.
Very bery disappointed. They shouldn't be allowed to do things like this. Their website should be closed.
It s a fraud!

Zara has the worst customer service ever. I called 3 times to discuss the same concern with my online order. Everyone I spoke with sounded like they just woke up. They told me there was nothing they could do to assist me with my online order, they suggest I call the store directly. That went well the store told me they do take orders over the phone, I needed to come to the store for all items. Worst Customer Service Ever!

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.

I have ordered something on the 4th of November. The parcel never arrived and on tracking, it states that it was delivered on the 6th of November which was not true. Firstly I was not available at the delivery address secondly, it says that I signed for it which is a Hoax. Spoke to a number of ZARA employees who provided different statements and dictating different rules. They do not wish to take the liability of the parcel once they dispatch it. I asked for the GPRS tracking, a statement from the driver and has been told that we do not deal with that request so please contact Hermes. Then I called Hermes they said you purchased it from Zara so contact them. I have been just chasing them up since then calling 0800 numbers and all they are saying we have to stick with the tracking no matter even if the driver has accidently scanned the parcel. Absolutely disgusting. Stay away. I have lost £140 and don't want anyone to face the same situation.
STAY AWAY!

Anna from customer service on chat went ahead and canceled my order without clearly stating that was what she was doing. I asked about how to cancel, not saying, "Go ahead and cancel." her tone was characteristic of a special word, didnt care, could not reinstate order. Bought items at sale price, told me to replace the order and essentially pay more. I was an avid Zara fan, never again. Called to complain about "Anna" been on hold for 15 minutes now listening to Beethoven.

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.

I ship with Zara a lot but when I went on vacation I bought a dress and I didn't like it so when I came back 30 days later I wanted to return it for something else and they told me it was to late really? I went on vacation people I wanted to exchange not return but the girl that took my call said no your to late you have to keep the item ok no problem I will keep the item and you lost a good customer I will never shop here there are many other stores with better customer service.

I must first say that I love Zara. I always shop at this at Zara no matter where I am. I live in Cork- Ireland and I really need to say that it is a shame how messy the Zara shop in Mahon Point Shopping Centre is. OMG I was there last weekend and I could not buy anything. It gets so stressing try to find a piece in the middle of that mess. I could see clothes on the floor, boxes in the middle of the shop as if it was a stockroom. Please, manager you should do something about it.