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.

I bought a pair of sandals from Zara. (Items - Flat Chain Sandals Ref 2660/001) the metal chain started to come off after I wore them three times. So, at first I decided to call the customer service as I no longer had the receipt. They told me not to go to the store, instead to fill out the contact form online and wait for their response within 5 business days. Finally, I got the response telling me to go to the store after all this wait.

When I got to the Philadelphia center city store, the cashier told me that I was not the first one bringing these sandals back. She then called the manager. The manager came but she refused to give me a refund because I didn't have the receipt. I told them that I can show them my credit card statement as a proof of the purchase, but she refused to accept it. She said that she can only offer me an exchange with the current sale price and I had to do the exchange the same day. I told them to forget about it and just to give me a note stating their denial reason, so that I could file a claim via my credit card purchase protection. She said no because they had never done that. So I asked if I can at least get a store credit because I really didn't have the mood for shopping, after all I was annoyed by the discussion. She again said no. She then said they normally don't offer exchange for worn item; she was offering me an exception since her sister also bought the same sandals and the metal chain came off the first time she wore them. According to her, that was why she offered me the exchange and that was the only thing they could do for me.

I was extremely disappointed! They obviously knew that there was a manufacture defect and yet they refused to give me a refund or store credit. They should recall all of it instead of keep selling a bad product. They are still selling them in the store. I understand if you can't give me a full refund without the receipt, but not even a store credit on the current sale price?! That's unacceptable. Any other retail stores would have given a store credit for manufacture fault. An exchange was all they could offer and it had to happen the same day and at the same store?!

When I got home, I went online and discovered that there are many bad reviews about their customer service. I just can't believe a large company like Zara would have this terrible customer service.

I bought men's lace up shoe from Zara@ 3,990/-. I frequently travel interstate and internationally so I requested delivery in my hometown. A week after the delivery I came back home and found the shoe size is smaller than what they have quoted. All my sandals, slippers and other shoe's are of #9, but Zara's size 9 didn't fit my foot, so I went back to their store in person exchanged it with size 10. I wasn't happy travelling 20+ kilometers to get it exchanged as the store manager preferred I visit the store rather exchanging it at my place of residence whenever it was feasible for him as I had no rush to wear the shoes. Anyhow, got the shoe exchanged, came back home only to find one lace being short of other. I had no intention to go back and forth 40kms to talk about lace. I managed to change it and viewed various videos on YouTube to learn knots that will cover the short lace. The shoe appeared to be good and people at home really appreciated my choice. Considering that I thought of purchasing another pair only to find out that the prices were slashed to 1,990/- as the product was now put on sale. A week after that I had to travel internationally so thought this would be a good time to take new pair of shoes so it gives me confidence that they won't break/tear out. On the contrary, the shoe lace started to loosen it's grip, the material on the top got holes, color faded and spots all around the top/front of the shoe. The sole is however un impacted. When approached Zara customer service, initial request was to send pictures, later a call got to me saying it's user fault we don't think our quality standards are poor. We can't replace the item. How is that possible that after a months use, the shoe gets worn out? The customer service says it's the usage of a person. So do they think we put on shoes and play rugby or football with them in offices? Really disappointing to see such a big brand like zara to provide such a cheap service. If all you want is to steal money from others, I better suggest tell your CEO or top officials to beg instead of providing cheap quality, lower standard materials to customers. We'll be more happy donating than being robbed. If the product is not being replaced in a weeks time, they sure are going to get a legal notice from my end as I've seen so many complaints now, I call upon everyone to file a class action so once in for all either the management agrees to our complaints or the judicial system shall close out their business for good so that there are no future white & blue collar robbery's of this sort.

I ordered 3 dresses for each of my sister in laws. Unfortunately, one was too small. We eventually got together, she with the dress and I with the receipt, and we went to the store to exchange it for 1 size bigger. We found the dress in the right size (they had plenty in stock) and at the register the manager is there and tells us they cannot do the exchange because 1 month has passed according to my receipt. By the way I received the package on October 10,2015 (i have the delivery proof in my email) and we went to the store Saturday, November 15,2015. The dress is all over the store and on the website and didn't go on sale or anything like that. All the tags are attached to the dress too and its obvious the dress could not have been worn (it's white on top). But I was given a customer service number told they would definitely help since it was an online order and we were sent out on our merry way. I then called customer service hoping they would actually help and was told that they would "INVESTIGATE" the matter and i would hear back from them in 1-2 business days. Today, I get a voicemail from Zara saying my "CASE was investigated and no exchange would be possible" and that it was "reviewed by the HIGHEST AUTHORITY which no one could override." I had to listen to it a few times... Investigated? Case? Highest authority? WHO ARE THESE PEOPLE?!?! IT'S ZARA! It's an unworn dress, tags attached, receipt in hand, in stock both in store and online, that I am trying to EXCHANGE for a 1 size difference!
I don't get it. I know every store has its own policy, but shouldn't customer service be valued as well? I can understand if i bought the dress a long time ago and it was out of season now or something like that but it was barely a month ago! I had the right size in my hand! They are not losing anything and could put this dress right in the other's place and sell it right away for the same amount! And after wasting all this time, I am now stuck with giving her back a dress i know she can't zip!

HORRIBLE!

About three weeks ago I wanted to purchase a dress from Zara website, but my size was not available. However, it said that the store at The Grove in Los Angeles, carries my size. I went to the store and didn't find the dress. The employee told me she can place an order and they will ship the dress to the store within a week. I came back a week later and was told that the dress didn't arrive. This time they gave me a printout that they ordered the dress. The following week I went back to the store and the dress was damaged. I didn't want to wait and was willing to purchase the damaged item for a discount. I was told that it is against store policy. They only option I was given was to order the dress again. This time I was told to come back next day. Next day I came back and once again the dress was not delivered. The manager that told me to come back wasn't at the store, even though I specifically asked him if he will be working and was assured that he would be. The other manager, Charbelle told me that she doesn't know when the dress will arrive. That is after I drove 3 times to the store and waited 3 weeks just to hear every time that next week or business day should receive my item. I have been a Zara customer for years, but this latest experience has me quite disappointed. The managers were not competent, not helpful and to be honest quite rude. Especially the last time, as I was understandably quite upset since I waisted a lot of time coming to the store and needed once and for all a timeline on when I can possibly receive the item. Charbelle refused to give me a timeline and was quite abrupt. It is very disappointing to receive such poor customer service. I expected more from Zara. Quite upset and still not sure if the item will ever be delivered to the store.

I did an online purchase through Zara app but unfortunately I found out the next day that I had the older home address in it. Wthin 20 hours of purchasing I called Zara costumer service about that issue. The agent told me that the package couldn't be delivered in my new address cause it was another state and told me that he was going to cancel the package and within 14-48H I was going to have an email for the refund. So I waited until Janury 12,2024 and I called again Zara Costumer Service and of course I had to tell again about the issue and asked for the refund. He told me that he was going to expedite and I was receiving the refund email from 24-48h. I called the third time on January 16 this time it was a girl and I told again about the issue and told her that I need my refund and not having it. She told me that the package was delivered in the older address. I told her that the delivery is not my responsibility but remains Zara costumer service responsibilityand the agreement that Zara have with the shipping company. My resposibility ended up on January 8th when I called Zara costumer service and they canceled the package. She told me that they were sending me the email for refunding but until now still I don' have that email. Attached is the proof of package cancelation from Zara costumer service on January 8th at 4:46 P.M. Zara Costumer service exists because of the Zara costumers and needs to offer a better and faster solution to them.