Boy was I fooled when I wanted to buy some clothes for the holidays. I bought $150 worth of clothes and they completely stole my money! The issue was that it apparently "delivered" to my house but when checking the address it sent to, it was the wrong address. I was met with a bunch of reps saying it was not their fault but the facility that was sending it "On Trac" so I called On Trac and the address that was given to On Trac FROM ZARA was the WRONG address to begin with. I try to get a refund but again to no avail. I keep calling because I think this is a huge scam. They took $150 from me and did not want to help me with my items. At some point they were willing to compromise and give me another package to the right address this time and they even send me a confirmation email. I didn't feel comfortable so I went ahead and I called the facility that handles the packages and guess what I found? ZARA gives them the WRONG address again. Seriously Zara GET IT TOGETHER! It's not that hard, after 3 tries, you should have really gotten it together. Terrible company, if I can give them NEGATIVE 5 I would. DON'T DO IT. I BETTER RECEIVE MY PACKAGES OR MY REFUND OR THEYLL NEVER STOP HEARING FROM ME. ILL CALL THEM FOR YEARS IF I HAVE TO.

Those coustomer care the way they response seems like they have copy paste it like im talking to robot so so bad.worse coustomer care

Baycot Zara we don't like ur products ….
Baycot Zara …….
Don't sales Zara's products in the world ….

Awful experience with Zara's customer service.

I used their online tool to determine my size according to my height and weight and I came out to be a large size (weird because I always wear medium). Anyway, I went with it, and of course, as soon as the items arrived (6/2/20), I realized they were too big.

I packed everything back in the original packaging, along with all tags, and returned the items on 6/3/20. According to USPS, my return was delivered on 6/10.

Ever since then, I've been reaching out to their customer service trying to figure out what's the status of my refund. I chatted with their agents 3-4 times so far for about 40min each time (because it would take them 10min to respond). Each time, they would ask me for full info about myself and the items that I ordered. NONE of the agents were able to give me any information about why my refund was late. They kept repeating "wait 10 business days for your refund" even though it's been WAY OVER 10 business days and their refund processing time was long gone?! It seemed like I was chatting with bots. One time, an agent was even trying to convince me that their 10-14 day return processing timeframe begins not once they receive the items but once they inspect them?! What? I know that's completely not true, but I can't even believe a company as big as Zara is using these lame tactics.

I was promised twice by two different agents that I would receive a call from a manager within 48hrs, which never happened of course. I wrote to their customer service on facebook and instagram - not a single response.

Since I lost all my patience with those online agents, I went to a store to see if they can help out somehow. The manager was shocked with how bad the online customer service was, she confirmed the refund processing time passed by (you should have seen her face when I said I was being convinced the time starts once the items are inspected). But, she couldn't help me, because they have nothing to do with online purchases.

Anyway, I reached out to my bank and started a claim, as I realized I would never be getting money back from Zara. I understand companies are overwhelmed right now, but lying and stealing from your customers is not a way to go.

I rarely write negative reviews but felt it absolutely necessary in this case. Zara only cares about profit and has the worst customer service I have ever experienced. Also, with how many times my money hasn't been refunded, or a package has been "lost" or "damaged" I feel very strongly that they are gaining profits on items that are "lost" that they never actually sent. They get their money and won't pay you back no matter how hard you try. I eventually got reimbursed through PayPal.

Zara has some of the cutest and best quality clothes for my kids but I will not support this company any longer. Every single time I have ordered from them there has been a huge error and complete lack of accountability. It doesn't seem like their employees are trained well at all and they are completely rude on the phone and make it seem like you are causing them trouble.

Zara said my package was delivered, yet I never received it and I was home with a ring doorbell. They told me to check with my neighbors but said it was out of their hands. Unbelievable. This last time has been such a headache… I ordered $600 of clothes and only one box arrived. Talked to a representative and thought I got everything squared away. Look at my new order and she reordered a bunch of items I already received and I was missing many of the items that I had ordered. Had to call again for another hour long phone conversation and this person told me I would need to return those items (which is a huge headache when you have 4 kids and are ordering online for a reason) I also didn't receive half the items that I ordered during Black Friday even thought they said they were available on the website. (she said they were too low of stock) really frustrating considering I saved specifically for that sale and missed out on other Black Friday deals for school clothes. Those are just a couple of incidents. I have had about three other incidents where they have messed up and it was never settled. Damaged packages, charging too much, etc.

They genuinely don't care, don't offer discount codes for your trouble, don't do anything for their incompetence. I think they are a scam and stealing from customers. It's just a matter of time before they get called out and go under for such poor business practices.