It is the second time since the beginning of the year that I have to deal with Zara's extremely bad customer service after receiving the wrong items in my orders.

First of all, there is no easy form on the website that can be filled in when you have a problem with your order. If you want to do this online instead of losing time on the phone, you basically have to send an email to *******@zara.com and then fill in yourself all the details of your order, ie the system doesn't even generate an automated email including the faulty order number: you have to re-write everything which is absolutely not efficient and highly surprising for a company that big.

Then it takes at least 3 days to Zara to get back to you. When they finally do, they don't even mention your order number in the email they send you, and you do not have the possibility to just reply to this email to follow up on the problem, you have to start it all over again.

And that's not it. Basically, when Zara makes a mistake and delivers you (1) someone else's order (happened to me once this year) or (2) the wrong item (eg adult jeans instead of a 3-year-old hoodie - also happened to me once this year), they expect YOU to take all the necessary initiatives to make up for their mistake.

For example, in situation (1), they basically demand that you go to UPS to return the wrongly delivered package (they don't even offer to have UPS call you to schedule a pick-up, you have to ask for it and take care of that yourself), and they won't send you your order until they receive the package they sent you by mistake. And guess what? Once you return the package (after spending hours on the phone with them to make sure you get the right UPS number for a pick-up that UPS won't charge you), they tell you that none of the items you initially ordered are available now. So basically, because of THEIR mistake, you don't get what you initially ordered AND they keep your money during the whole 2-3 weeks of the process. That is pure stealing.

In situation (2), where they sent me the wrong item (namely a pair of adult jeans instead of a kid hoodie), here's the instructions I received:
"Once the order has been shipped back, we kindly ask that you contact us with the tracking details so a replacement may be sent." So basically, not only are you supposed to take care of sending the item back (again they don't offer a pick-up, you have to ask for it), but also they expect you to contact them again with the tracking details to have the original item you ordered delivered to you (assuming it is still available). And as in case (1), they keep your money all the while.

Congrats Zara on having the worst customer service ever. I am slowly but surely quitting buying stuff from you.

I JUST purchased a cardigan sweater from Zara Georgetown DC (Wednesday 11/11/15). I took the tags off and decided to wear it the very next day (Thursday 11/12/15) to work. By 10am there was a small hole in my right sleeve. By 11am this small hole turned into a 3inch hole! The thread was just shredding every 20 mins. So by lunch time I decide to take it off and go down the street (I work in a retail area) to exchange it. They told me that since I took the tags off, I couldn't exchange it. I complained that I hadn't even had it for 24 hours before there was a hole in my sleeve. How can they stand behind their product. The cashier then gave me a 1-800 number for customer service. I thought maybe this would be a better option then simply talking to a cashier that can only take orders from their managers. NOPE, I was wrong. The 800 customer relations number was just as unreasonable as the store cashier. All they kept saying was "you took the tags off". I said "should I have worn the shirt with the tags on throughout the day... I JUST BOUGHT IT YESTERDAY!?" They would not budge.

I have been a Zara shopper for the last 7 years. Now I will never go back (on principal alone) and spend my money on a company that is not reasonable and will not stand behind their quality of clothing. Over the weekend, I sewed the sweater back together so that I can at least wear the sweater and so that it didn't go to waste. Never thought I'd have to re-sew a sweater I had for less than 24 hours.

Zara, you could have easily exchanged my sweater. I was NOT asking for a refund. Now you have lost a customer over a $35.00 cardigan. I'VE READ OTHER COMPLAINTS ABOUT THIS ALSO.

Zara representatives need extra training!

I stop by at Zara store in Tysons corner McLean Virginia this morning hoping to try on a particular item before making my purchase. I looked up online that this item is available at this particular store and that's why I made my way out there. Once I get there, I showed the item number with the picture from my phone to one of the representative at the catch year counte once I get there, I showed the item number with the picture from my phone to one of the representative at the check out register. She looked at my phone and then said " I do not remember seeing this item in the store, so therefore it is not available" I thought that was interesting way for this counter because instead of looking up on the computer system which Sounded more accurate than her memory, she did not seem to think so. Then, I had to asked her again to look up on her computer and confirm. She had a hard time putting in a simple couple digit number in her system to determine whether this item is available, she had a hard time putting in a simple couple digit number in her system to determine whether this item is available. Another representative has to come and help her. Finally, they found an item. IT IS AVAILABLE. Surprise surprise!
They said that this item it's located in the warehouse which could take up to 20 minutes to go get them. So I told him that I will be back in 30 minutes. I didn't left the store and walk around the mall killing the time. I came back 30 minutes later and learn that no one actually went to go get that item at all. Everybody still there at the front register including the store manager no one did anything to try to assist me. If you tell your customer to come back in 30 minutes then you should have the items ready. And if you are not going to do what you have told the customer then you should set so so we do not have to waste each other time. And if you are not going to do what you have told the customer then you should set so so we do not have to waste each other time. The store manager didn't tell them they will probably take another hour. So I said just forget the whole thing and then left. What a horrible experience for customer service. Not only Zara cooperation has to hire the right people but maybe give them more training of having customer service mine in this business. And if your staff do not like to help people on don't know how to do it maybe they should stay at home.

I bought a T-shirt from Zara in Pheonix Market City on 31st July 2017. I just weared T-shirt once & washed it. After 1st wash itself I saw some holes on T-shirt at under arm area. I reported same to store, but they refused to replace it & told to contact customer service. I mailed customer service didn't received reply. I again visited store, then store manager internally raised the issue & then I received a reply from Customer service saying your issue will be resolved within two working days. So I waited. But it's almost 2 months neither the issue is solved nor I'm getting any response. I followed up the mail but didn't got any response. When I reported the issue to store manager he was saying that it's world 2nd largest brand & what not. I got too worst experience of customer service. It's one of the worst brands that I have ever used. Worstest worst brand & the name is obviously one & the only one ZARA.

Never go to such worst brand & waste your valuable time & money. They don't care about customers at all. I would never ever recommended ZARA to any one in my whole life. WORST WORST WORST WORST WORST WORST WORST WORST WORST WORST WORST WORST WORST WORST WORST WORST WORST WORST BRAND BRAND BRAND BRAND BRAND!

Should be given an award of WORST BRAND!

I am and have been a very large customer of Zara. In the past 26 months I've spent almost $6.000 on their website (not including returns) in addition to much more than that at their boutique in Manhattan. I've sent back a number of purchased items from their website with no problem, until now. I returned a blouse I bought online for $29.90 and received an e-mail saying they're sending it back to me because it had been worn. Bewildered, I phoned them saying it was not worn and was told told that the tags had been cut out (not that the blouse had been worn as stated in the e-mail) and this is why they weren't accepting the return. I told them I did not cut out the tags and If they weren't there then they were cut out previous to my receiving the blouse (already we have a conflict of communication from them, first saying I wore the item and then saying simply that there were no tags). The gal said their warehouse would never send out a blouse without tags, which clearly they had done here, I said people aren't perfect and that's what happened here but she said no their warehouse would NEVER send out anything without tags. This response indicated that their employees were infallible and that Zara only hires 100% perfect human beings.

Anyway they've dug their heels in and will not discuss it further and will not give me a refund and say they've sent the blouse back to me. Most of my clothing purchases are from other retailers and my purchases from Zara are a small part of my wardrobe (which is mostly Chanel, Hermes, Armani Collection, The Row...). I will now take my business elsewhere for fill in pieces. And ironically, three years ago Zara knocked off a shoe by a famous shoe designer that was a shoe named for me by that shoe designer.

This $29.90 return has left a very sour taste in my mouth and has cost them my account and by what I can see from this blog has cost them other customers as well. This is not going to hurt the business of this huge company but customer service is everything and they could take a lesson from other stores and boutiques and even Costco (which had revenue of $118.7 billion in 2016, Zara had $15.9 billion) and similar large retailers who treat their customers with integrity with issues like this.

And regardless if someone spends $10,000 or $29 a year at Zara, customers should all be treated with respect and not a policy of an issue not being up for discussion.