Hi Zara, I have a complaint that I would like to make. I have been to your shop at St Paul's at around 6.30pm. I purchased two shirts as I was about to leave the store I saw a little girl run by the door and run back in as she had a leopard skin purse in her hand that she must have forgotten she had with her. She was with two adults. The adults or security guard did not see this. I did and smiled to myself. At the same time of me approaching the door the alarm peeped. The security guard asked to check my Zara bag and receipt. He checked this and proceeded to ask to check my hand bag I said that he was not allowed to check my handbag and why was he asking to do so. I then give him the shopping I had purchased and swang my handbag and coat by the door. The alarm did not sound. He went towards me as if he was going to take my bag.He insisted on searching my bag even though I said he could not. I was walking away from him. He went to grab my bag due to the scene that was caused I gave him the bag. I was on total shock and believe and nearly in tears. In all my life I have never been treated like this.I understand he has a role to play. I have worked in retail previously, however when the alarm did not sound when I swang my back and coat it should have been left there. I then went to complain to the team member on the till about my experience with the security guard I asked to check if there was any alarms on the shirts she confirmed that were none she had taken over from the man who had served me. I asked to speak to the manager. I did not get her name but she was really nice and listened to my concerns. I explained the situation in front of the security guard and that I felt that he profiled me. I have never experienced such embarrassment in all my life. Imagine if one of my colleagues or line manager saw me being searched at the shop entrance.I work in Mansion House. I was until today a regular shopper at Zara.Your company was until today my favourite shop. I would like to know what your policy is in regards to searching an individual's bag even when they have refused and further demonstrated that their personal bag has not alarmed when I swinged them by the door. I do not believe there was any justification for this. Your review of your cameras will see the whole incident. I found it interesting that he did not see the little girl running with the bag. I pointed the bag out to the manager. Also, very interesting that the alarm did not go off when I went through it in front of the manager and security. Your camera will show me going straight to the till and back to the front door with the line manager. I will be taking this matter further if you believe it is acceptable to treat you customers in this manner.

I neefjes Some stuff and I say this and Zara has my hole hart and I got it so gast it just matches my mood so good I really love this product

Bad customer service trash!

I am writing this complaint as I am highly disappointed with ZARA.COM which I made purchases with before with no problems. However, in this instance I purchased two of the exact same dresses, an Anthracite Gray Draped Asymmetrical dress for the list price of $59.90 per dress. One was in the size of XL and the other Large. Upon receiving the dresses, I tried on the XL first and was satisfied with the fit and therefore knew I would not need the large and returned the large dress within the stated returns and exchange policy on Zara's website (Section 13 under ZARA TERMS & CONDITIONS document) which states items can be returned new, must be unworn, washed, and unaltered with all internal garment tags in place. The dress is still new, unworn, unwashed, and unaltered with all internal garment tags as well as the price tag and size tag still attached to the garment which is the stated requirements for returns on their website. The dress was also returned within the 30-day return window. I have pictures of the dress I returned as well as what the dress looks like on ZARA.COM website as well as the delivery date of when I received the dresses and the date the item was delivered back to ZARA.COM. Upon ZARA.COM receiving the returned dress, I was told I would not receive a refund because they claimed the dress had been washed, WHICH IT CLEARLY HAS BEEN NOT WASHED. The dress has never been worn or even tried on. I have done some research on ZARA.COM and others who have attempted to make returns and this seems to be the company's pattern. They claim you can return an item but, in each review, I found concerning returns, the customers were told similar if not the same thing... the item though unworn by customers, ZARA stated the item was worn, washed, or an inner tag was removed. For the dress I returned all tags were still attached and dress has not been washed or worn. This company is posting mistruths on their website which are misleading and have no intention of refunding any item that is returned to them and simply state that items being returned do not comply with their requirements when in actuality the items do. They also told me that if I try to send the dress back again that I will not get my money or the dress back. There is no way to post reviews on their website.

In one word, my experience with Zara of Florence Italy was disappointing. Other words I could use to describe a shopping experience I am sure to never repeat are disheartened, disgusted, and disrespected. On 9/24/22 after making a large purchase, I was inexplicably treated as a second-class customer. I am not sure whether the employees treated me the way they did because I was an American tourist or because of my dark complexion and South American accent but the point is that the entire negative was completely unnecessary. What happened was that I forgot to request the VAT refund form (often called a "tax free form") at the time I made the purchase (I was unaware of the procedure at the time) so I went back to the Zara store with my receipt of purchase explaining the situation and my desire to request the aforementioned VAT document. A simple error with an even simpler solution that costs the store and its employees nothing. The store clerk proceeded to tell me that she was not going to give me the form because the purchase had been the day before. Why the time frame mattered was a mystery to me as other customers at other stores were allowed to request the form before and after purchase with a receipt. I asked to speak to a manager who nonchalantly looked me up and down as if I was a begger off the street she was trying to shoo away quickly and said that the only way was to get the form was to return the merchandise. Okay. If those are the rules, I can play by them. I went back to my hotel and returned to the store with the items to return an hour later. Problem solved right? I would return the merchandise and buy it again, this time with the registration for the AVT refund form. Wrong. The same two employees who attended me previously told me that they could receive the refund, but they would not sell me the merchandise again. Now I was confused. Why would they deny my business? What did they have to gain by making this so difficult and then turning me away last minute after jumping through their hoops?

Flabbergasted, I argued that there was no rule on the back of the receipt stating that they could not sell me the merchandise again. Their response was vague, condescending, and curt. They said it was a company rule and to make a complaint, I would have to call the phone number on the back of the receipt. The merchandise was placed in a bin and returned to the store shelves before my eyes instead of saving everyone the effort and letting me buy it again. They definitively ruined the concept of shopping in this company, thanks to those Zara store clerks.
I have been a client of this company for years. It WAS one of my favorite stores, I have bought in different locations in the United States where I live. Unfortunately, this experience has ruined the pleasure and satisfaction of buying from this company again. I write this review so that the company might consider hiring qualified customer service minded people who represent them with enthusiasm so no one else has to be treated and spoken to the way I was.

ZARA DISAPPOINTED ME! HORRIBLE EXPERIENCE.
I never expected this from a worldwide known company - ZARA! I am so upset with the way Zara handled my issue.
I ordered two items (bodysuits) online from their Zara app. I returned both the products the same day of delivery due to size and fitting issue. Both of the products got picked.

1)But I got refund of only one product. I was concerned with the other product refund. They didn't even email me or connected with me to inform me about my refund. They were very careless! I was the one who connected with them through chat, calls

2) but …. They said that they are giving an exemption "only to me" by returning one of the bodysuit.

3) They gave another reason that it's a swimsuit so they can't accept it back. Firstly, it is not a swimsuit. If the item was really a swimsuit then why did i get refund from my first item. And swimsuits do not have buttons on the private area to avoid any kind of malfunction.

4) They told me that I have no other choice than taking it back. But why should I take it back when I don't want it in the first place! All i wanted was my refund! No one can force you to take an item and pay for it.

5) They told me that the supervisor team decided this "only for me". If it was really an exemption given only to me, then why didn't I get any gift voucher / discount or anything else on such behalf?! Why do I have to request for the refund. The refund should have initiated immediately the time I put the item on return.

6) They also told me to read the policy and then I read it! Before ordering the item, there was a return on the product. But after talking to their team, I don't know why they immediately put it on "no return".

7) Their policy is also misleading as they have put only "bodysuits" under the accessories section which is not!

8) They were not even understanding enough. I have to forcefully keep this item with me now! And that too which doesn't even fit me. Due to their lack of understanding and handling the client issue, i have to face this problem.

I always bought from zara as I trusted them but after experiencing this, I don't even want to shop again. I always recommended zara to my sister, cousins, friends, relatives but now I would tell them all about my experience.
This was a huge disappointment! I don't know why and what they did this specifically to me. They didn't give me valid and practical reasons.
My money went in vain after shopping Zara. I have no words left! Only disappointment.
Zara is fast fashion and expensive and degraded quality after washing. Considering these, still i paid so much for such useless bodysuit which doesn't even fit. I paid from my pocket money for my birthday dress. Ruined my birthday mood! What a waste of resources.

Please please be careful, even if you're shopping by from worldwide known brand. It doesn't matter if they are a big company or not, what matters is their values and how they deal with their customers. This was my last shopping with Zara as I won't shop from now.
Also, they were very disrespectful with the way they returned the item. The product was not packaged respectfully. I am attaching pictures of the product which shows as if the product was thrown away to me. I am also attaching screenshots of the assistance chat, calls which shows their lack of professionalism.

Updated - Manager name Arun Shukla, Saket City walk mall, Delhi, India was unprofessional and had so much of attitude. Wasted my hours. Zara online check availability is just to attract customers. I went to exchange after checking availability and got to know the strategy used by Zara.

Don't buy anything. They don't know the difference between exchange and return.

Yesterday I went to Zara with my sister. We went out to enjoy a retail therapy Sunday, and Zara completely ruined it. By the time we left, my sister nearly had steam coming out of her ears, and I was so angry I was literally shaking.
Everything was fine as we browsed the shop and collected what we wanted to try. The queue was quite long (30+ customers) and almost put us off, but we persevered. Once in the queue, we noticed that several customers breezed right by us, showed the staff their "changing room booking" on the app, and were allowed right in. My sister and I looked at one another in confusion; since when, on the high street, do you *book* a changing room?!
We learned this was a new rollout. Okay...
We're told we're allowed a maximum of 6 items, less than in the past, for sure. Then they count your items (out loud and obnoxiously) before letting you in! Nothing better than being treated as a liar right from the get go...
Anyway, in we go. We're sent to opposite ends of the large dressing room, so we can't see or consult with one another, which is one of the main bases of shopping these days. As I'm changing, I hear a mother being told she's not allowed to bring her (young, underage) child into the dressing room with her. She's understandably annoyed at this, and told her child must wait outside. This has so many potential problems. (How about this one: whilst the mother is changing, her kid wanders off- kids have a habit of doing that, Zara... I highly doubt, based on the level of customer service we received, that the staff will be keeping an eye on her child. Say her kid wanders out into the store and meets someone bad? How long till her mother realises her kid is gone and in danger? That's just one, and probably the worst, scenario, but if she can't keep and eye on her kid and no one else is with her, what's to prevent this? How are you working to keep kids safe if you insist on separating them from their parents, Zara?)
During my time changing, I hear banging on the side of the wall of my dressing room, with the rudest of the two attendants shouting at me - not to me - that my ten minutes is almost up.
Excuse me?!
A) what? How rude are you?
B) You're allowing your customers less than 2 mins between changes, to get in and out of a garment, decide if you like it, show your companion, etc. Huh?
C) You're forcing your customers to ask for their friend/companion's advice (no one but the the customer trying on is allowed in) in front of a very long queue/ store of people? Where's the privacy or respect for your customers? Many won't like this, for others, it'll be a deal breaker. Either way, not good for the customer or your shop. This is a ridiculous idea. Scrap it now. You're selling swimsuits for goodness sakes! Body consciousness is a thing. Many people want to know, from a trusted source, that it looks good on *before* showing 50+ people what they look like in it...
When I leave the changing room, I'm already very annoyed. They make it *so* much worse by telling me that the way I've hung the clothes back up (which many people don't do at all, by the way, Zara) isn't good enough. They make me take everything off and put them back on to their standards (including buttoning and zipping a pair of shorts!) before allowing me to leave! ALLOWING me to leave.
They made me do this in front of the queue of 50+ people, and it felt like they were trying to shame me. The big sighs, the eye rolls, the bad attitude. All of it has to go. What a joke.
So in those ten minutes, in which we've already established that there's less than 2 mins per garment, you also expect your customers to hang everything back *perfectly*. Are we actually allowed to try stuff on? Is this still supposed to be an enjoyable experience? Because it isn't. Hands down, worst shopping experience of my life. I will never try anything on again in Zara unless they scrap this ridiculous roll out. We'll buy our stuff, take it to the shop we're trying stuff on in next, try it there and return what we don't like.
*I've tried Zara shipping. I paid nearly €20 for expedited shipping, it got here later than the free shipping delivery date, and they refused any kind of refund, so I won't be going down that road, either.
I love your clothes Zara. I hate shopping with you. Get it together or you're going to lose a handful of very good customers.

I purchased over $350.00 in merchandise and changed my mind. I returned to the store just a couple of days later for an exchange, but I left my receipt at home. I could not believe that their ONLY policy was to return for the same item, but a different size without a receipt. Or no return option at all! You buy it you keep it. I stood at the register for over 20 minutes pulling up the Zara app, on their weak wifi. Different size without a receipt. Or no return option at all! You buy it you keep it. I stood at the register for over 20 minutes pulling up the Zara app, on their weak wifi. This was in an effort to see if the receipt was on the app, but it wasn't. I asked for the manager who gave me a piece of paper with the customer service number on it and instructed me to call myself. When I spoke to customer service which was not in the United States, I was told that they could send me a copy of my receipt in TWO DAYS! Why am I standing at the register thinking I could get this handled the same day? I left The Victoria Gardens store and I drove al the way home, picked up the receipt, drove to Arcadia and made the exchange. Why couldn't Zara accommodate me? Poor, low quality service, they don't give a $#*! about their customers they only want our money. Zara does not deserve my business. Their policies are a slap in the face to the customers. Zara your policies sound like the makings of a class act law suit... beware.
https://drive.google.com/file/d/11OT-EQcs2FmYlm_d0M8WqIpeDLEHhtm3/view?usp=sharing

Utterly disgusting returns policy especially given unpresadented circumstances.

If I could give Zara 0 stars I would! My daughter received some clothes from this manufacturer for her birthday, which was in June 2021. The clothes in question did not fit, so because of their strange sizing system, we decided it would be best to take the clothes back to our nearest Zara store, which would allow my daughter the opportunity to try the clothes on and to hopefully find something suitable.

I deliberately waited untill the 19th July just to be sure that the changing rooms would be open. May I also add, I do not wear a face mask for health reasons, and so I was not keen to go before the final restrictions had been lifted due to any additional problems.

"What shocked me beyond reason, was that Zara would not except the return, nor would they offer an exchange, simply because the gift receipt was over 30 days old. The items were only purchased on the 1st June 2021 making them barely two months old. I stood my ground, and asked to speak to the store manager who refused to budge. I explained what a ridiculous policy this was, and that because of the circumstances' surely they could make allowances just as so many other companies have kindly done. However' there was not an inche of cooperation or willingness to resolve this matter.

I demanded to speak to sombody higher up, and was Swiftly given the customer services number. This morning I made contact, only to be told the same thing. I now have an open case, and am waiting for a call back from sombody higher up. I am not holding out very much hope though!
This company simply so do care one bit when it comes to customer satisfaction. Clearly they are only interested with profit margins and not customer care!

Judging by the hurendous reviews on here, I'd be surprised if they will still in business for very much longer! It is looking like we will be stuck with almost £100s worth of brand-new fully tagged clothes which are not suitable! It's an utter joke! Need I say more! IF YOU ARE CONSIDERING SHOPPING WITH ZARA THEN PLEASE DON'T!

Zara USA has demonstrated complete incompetence in their service department. On 11/30/20 I purchased six items that totaled about $300.00. During the purchase the Sales representative experienced a charge error on the regular system so Alex (the sales rep) rung me up on an external sales processing device referred to as the Hypercom or FD 130. Moreover, due to their fitting policy regarding the Covid pandemic at the Santa Monica, CA location on the promenade, customers now have to purchase the clothing items to try them on outside of the store since the fitting rooms are now closed. This causes a monstrosity of chaos for the store and customers. The lines are long due to people intending to return items constantly throughout the day and the sales representatives seem to be overworked from the influx of additional activity, hence, my current dilemma. Back to the story at hand, after my purchase I went to a nearby department store to try the items on and I wasn't satisfied. I returned my items and received the refund receipt but after several days I noticed in my bank account the refund never occurred. I contacted bank for due diligence I was told the merchant has not issued a refund and there wasn't one pending. This escalated into several conservations with the Zara USA service team. I spoke to in store managers, the General Manager, the service representatives who caused the issue, several online & over the phone corporate service representatives and even a regional manager named Rodrigo was contacted and I still have not received a refund nor a proper response when and how this will be resolved. It has been nearly two months now. The in store manager, Eric was honest enough to tell me after a very livid conversation it was completely their fault. The sales representative never refunded me from the FD 130 system. The representative had only communicated to the regular sales system to process a refund that printed the receipt but my card was never charged there so it could not issue a refund so again, it was charged to the external system only and the refund was not processed there. Therefore, they have not refunded me nor complied to following up to provide a proper resolution. I have asked for cash, refund to the card, double store credit and even picking new items that total my amount spent. Each time I have not only been denied but ridiculed and belittled. I do not recommend this store as it violates not only national & international consumer laws but the pompous attitudes from the staff members are devious and lacksadasical in efforts of thinking critically to be truthful and supportive of their clients. I am highly disappointed as I have invested thousands of dollars in wardrobe from this brand and even over a thousand in November 2020 alone. I simply want an immediate refund and a formal apology that elaborates on their irresponsibility as a company and that particular franchise location. Please do not support this brand; its seems to be an over priced fabric house, nesting to entrap honest hardworking citizens for their earnings through malpractice.