I purchased a dress from Zara and mailed back the item as it did not fit -- I have a tracking label and return receipt confirmation. I was never able to communicate with any customer service agents, the company would never email back, they don't issue refunds even if the merchandise is returned with tags within 30 days and they're unavailable to chat. All their customer service emails result in a bounce back and no one answers their chat windows. Horrible customer service and never received a refund. Zara is a scam company!

All I'd like to know is, is it really that difficult fulfilling an online order in 3 days - not even delivery but the whole processing? It literally takes Zara two working days to even acknowledge orders. Another 3 days processing and so it goes. Ordering makes it feel like we are ordering from China. The WORST turnaround time. Sadly, only one store in Cape Town. They could take cue from Cotton On, TFG, Woolworths in terms of turn around time, they completely suck.

I purchased a swimsuit at Zara's Disney Springs location in Orlando on 5/27/23. After wearing the swimsuit once it faded. I did not realize that the swimsuit was defective until I was back at home in North Carolina. There is no Zara retail store close to me so I called the company on 5/31/23 to let them know what happened with the swimsuit [I had to call two times to get an answer] I received an email on 6/14/23 stating that they regret they cannot help me since this was a store purchase and only a store manager can accommodate or deny my request. So basically I have to drive 10 hours or pay to fly to the nearest Zara to get my money back or do an exchange. This is totally ridiculous. Needless to say I will not be going back to Zara.

I love Zara but not anymore. I normally buy in store, but this time I decided to do an online order. I returned two items for the 3.95 shipping fee. The items were only tried on once. They were returned with all the tags. Zara indicated that one of the items was previously worn which it was not. I reached out to customer service, and they stood by not allowing the return and shipped it back to me. So now I'm out an extra $3.95 for the return shipping and an ugly ill fitting shirt. I will never purchase anything from Zara online again. If you are going to purchase anything from Zara I only recommend doing so in person so you can try on the items there. Then you won't get stuck with an item you don't want. Hop on over to check out the reviews on Zara's Facebook page. 99% of the customer reviews are a 1 star.

THEY NEVER RETURN MY MONEY BACK,THEY KEEP THE SHOES AND MY MONEY!
SHAME ON YOU ZARA, WE WORK HARD FOR OUR MONEY.
IM BEGGING FOR MY MONEY FOR 6 WEEKS, YOU CANT KEEP PEOPLE'S MONEY ZARA! YOUR COSTUMER SERVICE IS THE WORST YOU HAVE

WARNING***If you need to make a return don't expect it to go quickly. The reality is they don't want your return. They want your money and if you return the bag too. They don't refund you for that. I asked to speak to the manager because one associate was tell the customer about his life goals while there were 8 people in line. Then the gentleman was shuffling hangers and sorting the returned merch. Supervisor stated, "that's his job", I said "isn't assisting his customers top priority" and he said "nope, he's doing his job". No mater how many customers are waiting in line to make returns. Sadly they're more concerned about your money than there service!

I purchased a sweater and tank top for my daughter at Christmas. I returned back to town after holiday. The sweater was delivered with a run in the front of the sweater. Customer service would not receive return due to me passing 30 day return policy. Deeply disappointed on my wasted purchase. I would not recommend ordering from Zara.com. They lost me as a client and both my daughters after this purchase.

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 :)

Placed an order for 10 items on July 2. They came in two separate boxes. One box contains a backpack, and the other contains only 8 pieces of garment instead of 9. The denim shorts are missing. I called right away and they created a case. Five days later they emailed back and said there is no incidence with their warehouse or carrier UPS so no refund will be issued. REALLY? So your warehouse staff never made a mistake packing tens of thousands of orders a day non stop? I called again, and the staff on the phone was impolite and cut me off all the time. She created another case per my request. I don't think they will do anything but I will give them one last chance to fix this problem (btw, only $22.99 + tax) before I involve my credit card company. The customer service staff they hired acted so poorly, unprofessional and hating their lives - they are better off contracting their call centers out to India or the Philippines.

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

Zara has some of my most cherished shoes! $25.00 for a cute pair of boots? Just count me in! I really enjoy buying their clothing. All works together to provide you with the hottest looks. So much to choose that at times it can get frustrating. I suggest that when it comes to putting goods in the correct area, they could use some better organisational skills. The order came sooner than expected and my shoes were right in size and design. I'm thoroughly pleased with my decision to purchase these shoes. I still receive compliments. But with customer support, they could be swifter. It's difficult when you have people who don't react quickly enough. I don't have to sit on the phone for 30 minutes. I

Wow- should have looked at the reviews before ordering.

Ordered leggings- wore them 3 times and washed 1 time on gentle cycle (as directed) Laid flat to dry. Stitching coming undone.

Wanted to return these and be sent another pair so I contacted customer service and put in a claim - they denied it and I asked for it to be "reviewed again" but based on the previous reviewer who used to work there and says it all BS, I won't get my hopes up. Won't be purchasing from this site again.

OK I heard from friends on a vacation that Zara is a great woman's clothing line. I order address in large and extra large expecting to return the one that didn't fit. I decided that even the one that fit made me look matronly, so I return both, they end up sending me an email saying that I did not follow the rules and one dress was worn. It was worn for all of 30 seconds maybe one minute while I was making the decision. No tags were taken off, though I don't remember what tags were on it. I have no recourse and that's a shame. I will never shop that line again.