I bought online a sweatshirt for my 11 y daughter,however she did not like it and i returned it.Zara refused to accept the return saying that the shirt was washed?!?! I returned it the next morning with the tags on,my daughter did not even want to try it cause she did not like it.How did i wash it if the tags were still there?!?Now it's my word against the people in the warehouse.

I ordered an item online during Black Friday and had it delivered to the store. When I finally received the item it was an entirely different order from what I payed for. The very next day I gave it back to the store I picked it up from per instructions from customer care. Apparently they didn't believe that I sent it back because a case had to be opened to prove that I returned the wrong items before I could receive the item I payed for. After a month of calling someone made the decision to refund me my money which I did not ask for. I called and told them I did not ask for a refund but all they could do was apologize. I was never compensated for my inconvenience. I will never shop online at Zara again. I'm sure my bad experience will go unnoticed by Zara since they are too big of a company to care about their customers anymore.

I would give 0 if it let me.
I bought a dress online... arrive 3 days later... on the same day i requested a label since i didn't fit on it and i sent it back.
After a month i got an email saying that the dress show signs of worn...
How i possible i worn that in less than 3 hours, same day arrived, same day printed return label, next early morning sent thruoght my carrier...
I contacted customer service...
After 30 min over the phone, i was told that they will be check again my case...
Couple days after. Got email...
Saying our decision remain the same. Not reply this email.
Unbelievable i wasted my money.
Done with Zara.

I wasted my money

I really love the cloth of Zara brand and prices are really nice when it is sales, nonetheless, the quality sometimes is not the best one. In Warsaw I had no problems with shipping, it was delivered really fast and trousers and sneakers were new.

I'm a frequent online and in-store shopper at Zara. I recently ordered two tops that FedEx "misdelivered" and lost. After filing my claim with FedEx, they told me to contact Zara, and have them reimburse me at FedEx's expense. I had to file my claim three times through Zara, and they kept denying that my package was lost, even though FedEx provided them with proof that it was. I was already charged for the clothing, so I called customer service. Each time I called, I was accused of being a liar! The representatives yelled at me and were very aggressive and accusing. I will never, ever order from Zara again.

Ordered a gift in mid march on line. It didn't work out but i couldn't pick item up from recipient and return until August due to the pandemic. She could not return herself within 30 days because of her age, and covid. They refused to accept return even though their stores were closed. No refund, no exchange, no store credit. ZERO! Done with Zara, there are too many other stores with great customer service that would be happy to have business, especially now.

Terrible customer service, bought items 28th December. Apparently their supplier Hermes attempted to deliver 3 time, but only provided 1 blank delivery card with zero contact details or next steps. I then contacted customer services numerous time over a 2 week period before being given told I need another tracking number (19th January 2015). I am still awaiting for the tracking number 11 days after the last failed attempt to delivery.

Your customer service has no answer except to say "I will put a not on our system"... WOW! Appalling service"! Zara is definitely not joining up the dot between your customer, suppliers and customer service.