Zara

Impossible... my order was cancelled twice because of some stupid security automated system. The representatives were clueless about everything and were not helpful at all. And on top of it all they refused to allow me to replace the order even though TD bank said that my Debit card was completely in order. I felt as if I was bothering them each time I called. Crazy... don't shop there.

While traveling in Montreal I found silky pants and a top that I wanted for an afternoon wedding. The store did not have it in my size and I could not try it on in my size because I was unsure of which size I would be. The salesperson at Zara advised me to buy the pants in 2 sizes ONLINE and decide which was best upon receipt. Because of my out of the USA travel time table, I got my items to try on beyond the 30 day return period. NO ONE advised me of this restriction. Zara won't give me a credit for an exchange to another item nor will they do a refund for this unworn still in stock item. I spoke with 2 different customer services reps. VERY BAD CUSTOMER SERVICE... Beware!

I placed an order using the Zara app and I decided to go with "pick up point" delivery. When you use the app, you enter your zipcode and the app gives you the nearest locations that you are able to pick up. Well I did that, waited for my order to get delivered to the pick up point. On the delivery day, as I tracked it through Fedex, it shows "invalid address/recipient moved" thus unable to deliver. I contacted Zara customer service right away but "Mary" the rep just flat out refused to help me solve the issue. She said I can get my refund but I won't be able get a replacement because one of the item was on sale. She told me I can try calling Fedex myself to see if they can change the address otherwise there's nothing she can do to help me with my order as per "policy." Just pure disregard for customer satisfaction. Mind you, this address was the one that they gave me as an option, on the app. This company does not take responsibility or accountability on their part when issues like this arise. After all the back and forth with 3 different reps, no this no that, I just accepted my refund.

In store, customer service is also very lacking. It's very rare to see an employee that's nice and approachable. That is why I preferred online shopping but not after this incident. I'm really disgusted by how much value they have for their customers.

Bought t shirts from ZARA - First wearing/washing - holes! Cheap, cheap, cheap! Customer service is a joke. They do not stand behind anything! Shop at H&M, at least your clothes won't fall apart immediately!

Feedback for YOU, Zara: No customer service, no resolution. No one to speak to at ZARA other than on-line chat and bots. Refusal to provide a number to speak to a real person. After looking it up on-line, live person can't help either, but will "escalate". Order cancellation for no legit reason, need to redo all order all over again, few things out of stock and price doubles.The best I can get for 5 days is we will escalate and come back in indefinite time with a response (not a resolution). Letting them know I'll post on social media didn't mean much to the rep. So much for buying ZARA ever, for me

Zara has one of the worst return policies I've ever seen. They were not flexible with Christmas item exchanges if a different size was needed (past the 30 day return policy). Now I own a lot of clothing items that don't fit whatsoever. Another terrible rule is if the item was bought in the store, it can't be returned online. I don't live near a Zara but now I have to make a road trip just to return any in store items! Absolutely ridiculous and I won't be shopping here again. Have a more flexible policy if you want to keep customers!

I placed 2 orders. One on 30 May, Order number ******* and other on 5 June 2016, Order number *******. Items were missing. When I called customer service, the response was not professional and after repeated calls, I could get a refund. Not very professional. Think before you place the order. Better to pick up from store. At-least you know what you are being charged for.

Terrible customer service. My package was lost. FedEx did the investigation and confirmed that they cannot locate the package either, although their web says it was delivered without signature. Only thing need is Zara to file a claim with them so that they can do reimburse. But Zara's customer service reps did not even want to make a call but only said they have no liability to the delivered package. I was so pissed! Never seen anyone doing business like this in U.S.!

Unfortunately, this fantastic shop in-store & online is becoming terrible after changing policy return & we can't exchange online!
I won't be shopping from their website anymore!

Stood in line for 30 minutes to make a return with only three people ahead of me. The two ladies that were running the return registers talked to each other the entire time never once speaking to the customers, except to tell them that their receipt would be in their email. Not a hello, not a question as to why items are being returned, zero dialogue with customers. They just carried on a conversation between the two of them the entire time which also slowed the return process tremendously. Used to be one of my favorite stores. I can spend thousands elsewhere.

Zara used to be very good in customer service and generous on return policy. Now, the return takes over 30 days for them to accept the return and it would take another 14 days for them to refund money back. If you're not 110% sure in product, think twice before you buy.

Do NOT order from their online store at all costs. Avoid it like the plague! I've read the reviews prior to purchasing and made the mistake of giving Zara a chance.
I ordered 1 jacket at the end on March. It took 23 days to arrive at the store I wanted to pick it up at! 23 DAYS to ship across the country! It baffles me how I could have simultaneously ordered an item from Japan and it would have arrived faster!
Not only that I contacted customer service 3 times and the only response I got was "your request has been forwarded to the appropriate department."
What is wrong with this company's system, it clearly doesn't work at all.

I never seen a seller in U.S. doesn't take care of lost package like Zara. Based on UPS tracking record, my package was delivered and left at front door. But someone stole it... I really really didn't get anything. I called Zara, they told me to talk with UPS. I called UPS, they said it is Zara's responsibility... They just kick the issue between each other.

Never seen any company deal with customer like this way.

Zara has a store policy sucks! W/O receipt you can't get store credit or exchange. I called customer service no one can help. Don't shop at Zara shop else where. Store needs to be close completely shut down.

Hello, I really like your service, I ordered my son's things, received orders very quickly, prices are very cool and often promotions. Your quality is not comparable to other brands. Thanks for the quick reply you are wonderful

I've ordered a lot from Zara online and have been mostly happy, I had to send a few pieces back because they were too cheap-looking or shoddily made but no problems there. My last order however, they double charged me for an identical order and shipped one of them to a different address. I contacted them and they have accused me of lying, that obviously I ordered two of the exact same thing at the exact time and generously arranged to have them delivered to a stranger! I'm the Santa Claus of gold booties and silk dresses apparently! They're saying that since they show that all packages were successfully delivered they are innocent of any wrongdoing and I will not be issued a refund. Infuriating. I'm going to dispute the charges with my credit card company and see if they can help.

I bought a shirt that was 50% cotton and 50% polyester and it shrunk about 3 inches after I washed it. Apparently you are not supposed to dry ANY of their items and know what all the washing SYMBOLS mean on the label, because there are ZERO directions in English. So if this does happen to you and you are honest about what happened... well don't expect any money back! Come on ZARA. Stand behind what you sell. There is too much competition out there with better customer service. You should be worried. Count me out.

Stood in line to exchange a few items. Long line one attendant at the desk. Manager said she couldnt help as it wasnt her role. Client behind me said this store in Chinook always has terrible attitudes and customer service.
So decided to return my stuff and not exchange.
Last time I shop at Zara. Minus 1 in customer service.

Ordered $200+ worth of clothing from Zara.com. They used a shipping company called "Lasership." Lasership tracking claims that they left the box by the front door of my apartment building in New York City. Great. That's basically the same thing as tossing the box in the middle of the street. I didn't receive the package, Lasership refuses to communicate with me, Zara could care less and refused to give me contact information for a manager so I could escalate the situation. Zara and Lasership are fraudulent. Beware.

HAs not get my order in 1 month and contacted zara.com several times. No update- they promised that they will look into that and let me know. After 72 hours still nothing... I feel like H&M way better in customer service.

Do not think I will shop there any more

We purchased a $260 leather coat for our son on 11/13 for Christmas. On Christmas day when he received it is was too small. We immediately ordered him the correct size and returned the wrong size jacket. We just received the returned jacket back refused because it was over 30 days since purchase! Are you kidding me? So... that means DO NOT ORDER Christmas presents before 12/5 or you are stuck with it. I now have 2 jackets...

Beyond horrible customer service. I have chatted and talked with 4 different customer service reps. None of them were able to help with basic tasks like issuing a refund for missing items. None of the reps seem to understand english. The chat sessions take an hour, they do not respond and leave you there for 5-10 minutes for each response. I will not buy at zara again! Terrible!

Worse experience I have ever had in my life. I just bought my son a coat, washed it once and ruined. I washed it in cold water and all the inside balled up. I didn't even dry it thank god! Probably would of went on fire! I messaged customer service for them to leave me hanging. Called 800 which asked for pics. It won't show in the pics so they escalated it to a different department. Got a email next day requesting pics. Called back 800 and guy says they need pics. I told him you can't see it in pics and it has to be touched. He still insists on pics. I ask for a supervisor who I'm told I have to wait THREE days for one to call me. All I want is to exchange the item. Mind you I just ordered two other coats for my other kids which will now be returned. Items are trash and so is customer service. STAY AWAY FROM THIS COMPANY. RIP OFF