On 6 Nov 2017, I had placed for a few products from Zara India website. One of the sweaters were 2 in number but only 1 was delivered so i wrote to the Zara site and they said they would send the remaining sweater. However in the initial order due to size issues i returned two sweaters because they were medium and did not fit me well. I was refunded the amount for these two sweaters shortly after. Meanwhile i received the one outstanding sweater which was also medium sized thus i placed the request for that also. The sweater was picked up but never refunded. And then kept writing endless mails to the site stating that my money has not been refunded. They kept sending me one answer that amount for two sweaters has been refunded. Whole November and December and January till now I am mailing them and they just send stupid answers and now only automated mails. In my last mail i had sent them screenshots for 2 returns (one for 2 sweater and second one for 1 sweater) proving that i returned 3 sweaters but was only refunded for 3 sweaters. But all i receive is automated system generated mails. The amount to be refunded was 1890 rs. The order number that were involved were: ******* (where 2 sweaters were returned) and ******* (where one sweater was returned). The return request screenshots are attached which proovs that i returned 3 sweaters. All were priced at 1890, but i was only refunded 3780 (rs 1890+ 1890) for two sweaters.

Having bought shoes, we waited a long time for delivery. But after receiving them, we wore them for a week and the coating was cracked and looks terrible

Worst customer service I have ever experienced!
I order five orders from ZARA on Thanksgiving. But I lost Two orders and they said they are not responsible for that! That's ridiculous and unacceptable!
I have called them three times and E-mail them Three time. Every time I called them they told me they will call me back in 24~48 hours BUT THEY NEVER! Every time I E-mail them, they said they have investigated and Fex EX said my orders have been successfully delivered, so they take NO responsibility, they will not give me refund or replacement, or I can contact with Fex Ex myself!. I don't know if those two orders have been delivered, what I know was I have never seen them!

This is the first time for me to write a comments since I am sooooo mad and sad about that. Actually Zara was used to be one of my favorite brands, and I always brought a lot from them, but this is my first time to experience their customer service and first to feel how SUCK it is!

I called Zara to place an item on hold for me, which they confirmed. So I ended up driving for an hour. Finally reaching there, my items had disappeared and they were suddenly out of stock. Meaning, they sold my items to someone else, eventho it was supposed to be on hold for 24 hours! Talked to manager, he didn't seem to care at all so I went home and ordered it online. Appears that the ONLINE SIZE IS DIFFERENT THAN THE STORE SIZES. European mixed up with US sizes. So these $#*!s sent me the wrong size.

I didn't bother calling the store anymore, I threw the item in the garbage because it was the wrong size, called my bank and told them to chargeback my creditcard because 1 item was missing, done deal. Money back, Zara's item in the garbage bin.

Thank you bank :)

I had ordered a few items online, but since they didn't fit I had to exchange in store. Since they don't do straight exchanges for online items, I had to return my items first then purchase the new ones, which I did. I was told that the funds would be credited straight to my account in approximately 2 weeks. I waited, nothing appear so I contacted customer service. They said everything was done on their end and the refund has been processed. I check my bank statements, nothing appeared. Contacted my bank, and they said to contact the merchant again. So after a few tries back and forth I am now in the process of disputing the return. It has been 2 months and I still haven't received my credit for my purchase of more than $100 spent. I have contacted Zara customer service multiple times outlining the requirements that the bank has given me in order to investigate the issue. Every time I emailed, they kept sending me the same invoice I had received previously. I believe the representative are overlooking my emails and not reading the specific details needed. It is probably my 10th time emailing again. I made sure to use size 20 font and bolded specific words... I hope this will get their attention. It is ridiculous that it has been 2 months, going on the third and I still have not received my refund. Zara customer service is worthless and has not dealt with my issue at all. They only sent automated emails and has not looked into my issue further. It is so disappointing as I was a fan of the clothing, but after this experience I will avoid the store completely.

Beware that Zara has changed return policy a year ago! I purchased a sweater with my gift card yesterday at Santa Monica location. When I try it at home the sweater looked too transparent which I couldn't see in the store. I decided to return on the same day. While I was waiting in the line to return, I realized that there is no receive in the bag. I figure that isn't a problem since they can use my gift card, but I was wrong. I was told that without a receive they can't return only exchange to the same sweater ( what the point of that if I am not happy with the quality). I recall that I asked the sale person if she can tell me my open balance when I bought the sweater. I think after she highlighted the amount on the receive, she forget to put in the shopping bag. Although they were print out of all the purchase activity of my gift card it was not good enough to return the sweater. Basically I am stuck with a sweater which I will not able to wear and most like will donate. The new return policy completely unacceptable, especially in my case where they were able to see the purchase from my gift card. ZARA isn't as use to be. Most of the merchandise quality is poor and the customers service bad as could be. I definitely will stop shopping from Zara.

I ordered my parcel from Zara twice, in the all it was delivered to my address. But I never got it. I called and spoke to the customer service. They refused to help.

Ordered something over a week ago to arrive with next day delivery. The order never came. I have called, emailed and used the live check with ZARA several times to the same response. There is nothing we can do, its down to our courier. The order was quite expensive and still no sign of it and now the tacking number for my order on hermes does not even exist. ZARA has the worst customer service and ownership for taking responsibility for its orders. ZARA uses Hermes, The worst courier company in London to deliver their parcels, by choosing the courier they use some responsibility should be taken if customers have issues with getting their orders, as at the end of the day I am Shopping with ZARA not Hermes. I have always loved ZARA products but after this experience I wouldn't recommend shopping with them or even consider shopping with them again as I am out of pocket, without my order and was given no support or apology and all the customer service did was say you need to contact the courier but cannot provide an email address, phone number or any information for that matter on how to get my parcel. Horrendous service

I ordered a dress and a shirt. I live in an apartment building. My packages was delivered by fedex but stolen by someone on my apartment building. I never received what I paid for. Fed ex says they delivered. Zara does not care. I HATE ZARA AND WILL NEVER SHOP THERE FOR AS LONG AS I LIVE. They don't care about their consumer. They don't care about the 5 year old foreign child sewing their clothes they only care about profits. I HATE ZARA

I have purchased several items from Zara for my kids. I have loved their clothes until I recently ordered a shirt for my daughter. I tried it on her and it fit. 2 year olds are wiggly and quick so I thought fine she can wear it out to eat. We went straight to the restaurant and while sitting next to her I noticed a hole in the shirt where the shirt and collar should have been sewn together. I am an honest person and I knew I had already removed the tags, but I called Zara and explained what happened. The representative gave me a case # and told me to email pictures in. I took pictures and then realized I had no email address. I searched the website and internet for an email address and found nothing. I finally try to call back. They were closed. So I tried chatting online with them. I finally got someone to give me an email address. I emailed and explained in the email the story. We just got a reply saying they tried to call us. We have never given them our phone number. I called. All of this to be told it wasn't their fault. I suppose since I was being completely honest about the hole, it made me mad. We in now way had a chance to put a hole in that shirt.
No more shopping from Zara for us.

I purchased a coat from Zara online in Canada. I wanted to gift it to my mom as I was visiting my family. Unfortunately the style and size did not fit well, so she didn't like it. I was out of country for a month, so I tried to contact them, there was no email, no actual person on chat option and I was unable to make a direct phone call. When I came back, I went to the store in metropolis at Metrotown and very politely requested them to help me with the refund, the employee called the store manager. She just gave the customer care phone number. I called them, as soon as the person on phone got to know that I passed the 30 day return policy, he was not even willing to listen. There was no way I could do the return within 30 days in Canada. They don't accept returns in a different country, I was in UK at that time. All they keep on repeating is 30 Day return policy, I don't need this product, it's brand new, I can't sell it but Zara CAN. I work in customer service and I do exceptions depending on the situation. Zara really need to learn what CUSTOMER SERVICE is.