I placed an order online and it never arrived. The UPS tracking info clearly states the package was damaged and contents were missing and the empty box was discarded. I have called and had 2 chats with Zara, each experience more painful than a root canal. Each time I am provided a new case and told someone will be in touch. It would be easier to challenge the charge with my credit card company. I realize the clothes are cheap but that's no excuse for stalling my refund when you can see the package never arrived and UPS has even contacted Zara about it. Literally worst retail experience ever.

I do not understand why there are so many bad reviews. I definitely love Zara for th possibility to buy trending clothes for quite reasonable prices, especially I love their jeans, really of high quality.
I have never had some problems with returning and delivery. Everything comes in time and without problem. Moreover, packing is always great, that's why you should not worry about the transportation. And just want to say quite often I buy just online, because in such a way zara sends clothes from stock, not from store.

This is the first time I ever ordered from Zara. My granddaughter requested two items, a jacket and a pair of jeans, from this site for Christmas. The order was delivered very quickly, and I received what I ordered, but when the package arrived today, it was partially ripped open because the item were shipped in a box that was much too small for the size of the items. When I spend over $200 for 2 items of clothing, I expect them to be shipped in a box that is big enough to arrive in tact. I doubt that I will ever purchase from this site again. Now I understand why they don't accept reviews on their website!

I came on here because I could not directly review any of their items on their site. My first initial experience with Zara was frustrating. They have processes for returning items and they will not budge. However, once I followed their tedious process I received my refund, including shipping. Since then I have had nothing but good experiences with them. I order an item, I receive it within four days and it's beautifully packaged (instead of thrown inside a plastic bag which seems to be the norm with online retail). I have never ordered anything but baby girl clothes from them but everything I have ordered is the best quality and so unique. S&H is also very cheap (4.95) and QUICK. For these two reasons (quality & speed) I love Zara. To sum it up, it sounds like as long as you don't have to deal with customer service, Zara provides a pleasant experience :)

Personally, I love Zara, I'm always shopping there. They are one shop you can go to where you know they'll have something different every time you go. Never had a problem with them, so 5 stars from me! Xx

I purchased a dress and skirt for my daughter online. One item arrived ripped, and the the other began to tear after she wore it for a grand total of ONE times. That's sad. Also I recently read an article about how they don't even pay their employees fairly in the factory. It's not like they are offering bargain bin prices so it is sad to see that they are heading downhill. I will not be buying her anymore clothing from here anymore unfortunately.

Zara Dress Shop exceeded my expectations in terms of both product quality and customer service. With their wide selection of fashionable dresses, attentive staff, and inviting store environment, it's clear that they prioritize customer satisfaction. Whether you're searching for a statement dress or a wardrobe staple, I highly recommend visiting Zara Dress Shop for a seamless and stylish shopping experience. I particularly appreciated the range of sizes available, as it allowed me to find the perfect fit for my body type.

First, I made an order and they used FedEx express shipping. That order never arrived and Zara stated they could not give me any information on what had happened to the order. The refunded me, which took about a week. I was very interested in the shoes I ordered from them, so I figured it was a mishap and I would try again. The customer service was very poor first time around... Anyways, they used UPS this time and the package went missing. Customer service was better this time around, and they helped me with a re-order but didn't mention filing a claim with UPS. All-in-all a very aggravating situation for two orders in a row to never show up. I am still waiting on the third and final, which was the re-order mentioned above. I understand the Customer Service Rep. Has nothing to do with things, but I had to mention that this would be the final time I ordered from them due to the hassle of it all.

I purchased a large order of children's clothing online. I live in a state where there is no brick and mortar store. It took a few days for my order to arrive. We tried on the clothing and some of the items did not work. I went today to return them only to have the website. Tell me that I was past the 30 day window. I have come to find out that I am past, the date in which Zara shipped the clothes, but I am still within my 30 days of receiving the clothes. I called the company to see about how I go about this return as I am still within 30 days of receiving the clothes and just one day past the third day mark of the clothes being shipped. I was told by a very unhelpful customer service representative that there was nothing that he could do and that he had no supervisor to contact or way to make an exception. I reached out via the chat and communicated with a different customer service representative who was more And processed a request. I have just received an email saying they will not make an exception and that I am just sorely out of luck. I have never had such a revolting customer service experience. I have been a loyal Zara shopper But they will lose a customer because apparently they do not value customer service in the least. I have never had a more inflexible retail situation. I would strongly caution you not to order Their quality has suffered in the last several years, and there are several items that you may need to return and with such an inflexible return policy that may be now impossible. I am greatly disappointed, and they have lost my money, loyalty, and good opinion of their company.

The worst company ever! The customer service representatives are so rude. The warehouse people are nothing but thieves; when you returned items, they claimed that they only received one.

Never buy anything from Zara online, this is what you'll get.
These came all bent up and chipped, like somebody stomped on them and still tossed them in a shipping box carelessly. They'll also try to CHARGE YOU for returning anything. It's hard to get a hold of anyone. This company does not care about you or quality.

I received a dress i order one week ago it is damaged, in a bad condition, and am not able to wear it all it is almost worn and washed several times, the quality of the dress is zero. I dont recommend anyone to buy from this brand anymore. Due to sending bad, damaged and inconvenient dresses.

I like the items that Zara makes. However, when you shop online the sizes are hit or miss. Therefore, I end up doing a lot of exchanges. Zara is one store that takes limited responsibility for their mishaps. Instead they blame the customer. They send with tags attached but the pants was obviously worn as there was dirt mark at the end of the pants. All I wanted was a new pants same size and return the one they gave me. I was told they had to an investigation…., really. They never offer discounts or anything when they mess up only apologies. Zara do better please.,
Customer service piss poor!

My purchase was for Christmas presents which I received November 27,2023. The items were not what we expected. So I requested a return authorization label to return the items…. And was flatly refused they have a 30 day policy but as we all know if it's a Christmas presents, you have to order it ….receive it …wrap it…. And give it. A day or two passes then the clothing is tried on. Doesn't fit then you request a return authorization after the New Year's in which everybody still on holiday vacation. So a few more days passed because you cannot get anyone on the phone…. It's a holiday.
At this point, I am stuck with items…. They don't fit…. And my granddaughter loses her Christmas present.
I have never been this mad in my life that they would not for Christmas extend their return policy. Never order again from Zara.

Set aside the fact that the quality of Zara's products is far away from the cool-looking pictures online.
When I returned my online purchases to the Pasadena store, they (with a condescending tone) refused to provide me with any proof of my returns including a printout receipt claiming "all the other stores have the same policy on online returns" - which is not true.
When I asked for the rep and the manager's name, their response was "We are not allowed to give out our names to customers." They said I have to wait for the email for proof of return - which I am still waiting a day later. Deceiving products, worst customer service, will not purchase anything else from Zara.

I live in a city where we dont have Zara. So on my trip to ontario i bought my husband a jacket there. I came back home only to realize there is a big hole in the sleeve, large enough that its noticeable and i would have to get it fixed. I messaged on their site as thats the only way to get in touch with them and they mentioned to me that i can only return in store so the item can be assessed by a manager. Well its now impossible for that since i live in a city where there is no Zara, so i would have to fly back to do what they're asking. I sent them proof of defects, receipt, proof of tags still attached. Its been 1 week since my purchase and they wont let me send it back, they wont give me a partial refund or even a credit of some kind because of the inconvenience. Customer care is horrible! Make sure you check your items thoroughly before buying otherwise this may be your problem too

Refused return of online order claiming missing tags. No tags on arrival, so no tags on return. Item clearly not worn, in my possession less than 12 hours. They do such massive business they don't care if individual customers are satisfied. Will be glad not to contribute to cheap fast fashion's negative impact on environment. Lost money possible retribution for having shopped with an immoral company in the first place.

On multiple occasions I have bought clothes that rip or shrink with the first wash, but I still shopped here. Never again! Because they mock the oppressed ppl currently experiencing genocide. They are the lowest of humanity!

I ordered a pair of leggings from Zara, this was after my first purchase with them and they left the security tag on so I had to drive 30 mins to the closest store and ask them to remove. This time even worse! The pants they sent me where obviously used because there was a maxi pad in them! The tag also fell right off when I took them out of bag showing they had been worn. I'm absolutely sick.