Zara

Not sure whether they are using automatic reply or anything like that. When you chat with them, they don't ever understand what you are saying and the conversation will automatically end after some time. And the reason why I contacted them was that I ordered a pair of shoes with size 9 and they gave one in size 9 and one in size 8.5... unbelievably dumb.

For the third time I have placed an order online at Zara. First they make you think it only takes 4 days before you can pick it up instore, then they send an email that it takes a bit more time and in the end I have been waiting for 2 weeks. Better to buy it instore. Whats the purpose of having an online shop of you cannot handle the orders?

I am very disappointed in the customer service I have received today. No one, I repeat no one will answer my question about a purchase I made. All they do is read from a page. They will not transfer me to another person and were in no way a help to me.
I will never use Zara online again. I will tell as many people as I can not to go online as they will not help you.
I am only asking for someone to clarify a question I have and no one will.
Very, very disappointing.

When I requested for a item that the are unable to in find the right size or colour for, Zara staff will check their online system to see if the requested item is available in stock. If the item is available at another branch, they are able to request for it to be delivered to their branch. Alternatively, if the customer prefers to pick it up on their own, the can choose to do so.
If the item is currently out of stock and the new stock is expected soon, the store will contact the customer when the new stock arrives.
At a nominal cost, Zara also provides an alteration service for items that require some adjustment. They are very helpful!

It is disappointing that Zara's customer service policies are so poor. 30 minutes to wait in line to make a purchase or return is unreasonable. And, now that we're transitioning from the pandemic, the dressing rooms are still not open. And, if you buy something online, you cannot return it to a store. Terrible!

I ordered during their Black Friday sale and received the wrong package a week later. I called immediately to report my issue and mailed back the package that same day. I was told as soon as the tracking number was activated on the package I sent back they would send out my original order. After a week or so I called to see the status on my package and nothing had been sent out. They said it would take 24 hours to have the order reviewed and they would then send out my package. A few days later I get a refund email... I didn't want a refund! When I called back, they didn't know what happened and said it would take 48 hours to have this reviewed and then they would get back to me to let me know what they could do (whether they could honour the Black Friday sale price if I were to reorder the items). Well, 96 hours later and I am still waiting... I guess I will have to get something else for my son for Christmas.

I returned an item purchased which arrived defected to Zara, and received a notification that they're sending the item back, as it didn't arrive in the condition sent. It was returned in the same defected condition it arrived here. I sent a note online prior to returning, I called and included a note within the package itself. I have spent thousands of dollars and have been a loyal customer. I am extremely disappointed and upset about this, and the overall conduct by Zara. Over a few dollars, Zara ruined their reputation with me, and have lost me as a customer. I shall never do business or will recommend Zara ever again!

WORST CUSTOMER SERVICE ever. Timely, inconvenient and dealing with disrespectful and rude staff. It took me 2 MONTHS to resolve a $200 lost order where the supervisor insinuated I lacked honesty about the loss of the package. No calls were followed by a promise of a 24-72 hour review/investigation. Many times these corps take advantage of people who lack resources to fight back. Shame on Zara. When there are so many choices as consumers --- better off choosing GAP - H&M - Even forever 21... They have excellent customer service and are eager to help when orders go wrong. - It took 11 calls and calling cooperate to resolve today and it still isn't for the complete order (which was in the same package) Pathetic and not worth the hassle even when the clothes are so cute.
Signed, small business owner

The website was easy to navigate. Prices are very reasonable. I received my shipment 4 days early. The quality of the clothing was impeccable! I ordered a pair of courderoy pants, blouse w/ belt, black and white sweater and a beautiful blazer. Very pleased with Zara.com

Horrible customer service.! There is a BIG hole on a dress I bought last month. The dress was not worn, not washed and with tag on it. I emailed customer service chat 3 times with 4 images they requested, showing the tag, the full picture of the dress and the defect area. They refused to accept the return! Shame on you, Zara!

You can't try on the clothes which is annoying but whatever. My daughter came into town and purchased some clothes. Two items did not fit, I went to the local store at Stoneridge Mall, Pleasanton CA to return. My daughter has a credit card on my account. It is on my apple pay but she paid with the physical card. They said they could not return the items since it was not the physical card, I showed them it was the same account number. Nope. Fine, I will take a store credit. We do not do store credit. So BEWARE if you buy clothes here they are yours for life regardless if they fit or not. Customer service SUCKS

I like their products, however, you have to be absolutely sure that what you are getting is what you want, if you don't, a return is extremely difficult, a refund takes for ever and an exchange is not existent. If you want to change the shoes that you just bought for the same shoe in a different size, you have to buy the shoe again and wait for the refund of your original ones whenever is that you will get it, so, they do not do exchange at all and customer service is horrible and give you attitudes because they expect you to understand and agree with all their nonsense policies. It is a shame because the cloth is nice, but, what could be pleasant is a pain in the neck. Zara? No, thank you but no.

This company is mediocre. I have been a customer of Zara for the past 6 years but I am boycotting this company once and for all. Their online customer service is worst than ebola. They sent me the wrong size for the blazer I ordered online, and when I sent it back for an exchange or refund, they could not help me. I will spend my cash money somewhere else.

I called Zara four times to talk to them about a return. They said they would send a return label and none was sent. Finally they told me that they could not send one. I am within the 30 day policy. I wanted to talk to a manager, and I was told a manager would call me back. This has not happened! I can't believe it is this hard to get some customer service.

I tried to return some clothes I had bought online but the courier they promised to send to collect the package never showed up. When I called to ask them about it they told me that they had had a technical error and while I was waiting for the courier to come the return time had expired and they wouldn't let me return the clothes anymore. They actually blamed me as a customer for their own mistake. When I asked to speak with the supervisor if this is really how they would want to handle the situation, they promised me that the supervisor would call me back within 24 hours - he never did. No surprise there. I would advice you to think long and hard whether you want to order anything from this company called Zara.

My niece tried to return a jacket that she got for her birthday. It was purchased from Zara store). She did not like the jacket that she got for her birthday and wanted to return it. Because she did not have the original receipt, they would not give her a store credit. The tags were still attached to the jacket but that did not matter. I think that is horrible that they would not give her a store credit. It was not worn and it had the original tags on it. We will not be purchasing anything that from this store again. When I called customer service they did not care. I think this store has gotten to big and they forgot that customers that go to that store made them who they are today.

Zara's clothes are cheap quality and the return policy is horrible. During COVID the shipping times have been very long, and Zara's 30-day return policy starts on the day they ship. I ordered some boots for my daughter, and they took more than a week to arrive. By then, she had gone back to school. By the time I got the boots to her, it was past the 30-day period. The boots did not fit well, so when I tried to return them, they wouldn't take them back or even give a store credit.

I thought mango was bad. Zara is worse. They let the customers to figure where the package that supposed be picked up in the store where was shipped. Thx and Burlington has better customer service. Typical pig euro trash Spanish. They come to America just to grab the bucks. Until they will disappear in sky. Zara the shiftiest place to shop A $#*!hole full of $#*!.

Really the worst service ever! 2 weeks waiting for an order that they didn't even ship! Even after sending confirmation email that it was shipped. On the top of that I had to call them! And wait 30 min to speak to someone and then be told... ohhh our bad... your items didn't ship but we don't know if we can expedite it for you. WTF! You messed up and you want to me pay for your failure... really the worst! So mad and I didn't want to be an $#*! to the service representative because its not her fault... its all the incompetent people on top who don't know how to ran a business... this is my bad for contuing to support these $#*!s! So livid!

I ordered a shirt on line that was sewn improperly so I couldn't even get a sleeve on. When I tried to return it, I was told to open a case and send pictures. I called over 15 times and got more ridiculousness! It has now been 2 months and I am still getting stupid responses from them!

I purchased a dress from Zara.com for a wedding I'm attending in August. I know my size, I shop at Zara often so when I got the dress I put it on, and quickly put it in my closet. One day past the return date I looked at the dress again to notice it had a defect and the neckline was splitting at the seams. I called Zara and emailed and they will do absolutely nothing to help. They sent me a defective dress and will not budge on the return date even in the slightest.

I will never shop here again.

Absolutely no regard for a customer! Ordered a children's pants, used it twice and washed it AS PER INSTRUCTIONS, (I am very careful with my laundry) the item pimpled immediately and all over. Looked really awful. Call them up, emailed them pictures-as they requested, waited until the case was reviewed just to hear the no. They wouldn't allow an exchange or give me a refund or any other compensation. I called back spoke to another manager, then the supervisor, gave it all my time and energy only because I knew I was completely right, and all i heard was "we apologize, there's nothing we can do."
I'm extremely frustrated...

I received a gift for my son. It was too small on him so I took it in, tags still on, to exchange it. They looked up the price and told me to find something else. When I went to check out they said that the people who had bought the gift had bought it just over a month ago so there was nothing they could do. No exchange, not even for a bigger size. I asked to speak with the manager and she said the system would not let them do it. Company policy. I phoned costumer service and spoke with someone incredibly stupid who kept repeating the same sentence rather than responding to any of my questions. Will not be doing any doing any holiday shopping or any other shopping there!