Oxford street I went to return some crapy shoes after I wore them once, the manager of the store a rude lady( didn't give me her name) told me that she can't refund the item because is not faulty( wtf) I am going to damage them and I will go back. I hope Zara take note of this as a company - your staff are the worst staff any retail business has, miserable, unhelpful and unprofessional. Please invest in proper training for your staff they are terrible!

Avoid this company at all costs! I had three different problems with the same order.
Firstly, items did not arrive on time. When I checked the tracking I was horrified to see not only was it registered as having been delivered but there was also a stroke where my signature should have been! Needless to say I was horrified that this company would forge my signature thereby essentially stealing from me. I rang customer service who didn't seem very shocked which led me to believe this is a regular occurrence. They said they would look into the matter for me but my husband resolved it by contacting the courier company himself. Eventually the package did arrive approx a week later that promised.
The next problem was that the tags on the items showed the price to be 10 cheaper than what I had paid for them online. When I rang customer service I found them to be rude, disinterested and unhelpful. Basically they were unwilling to do anything about this for me.
My third problem arose when I booked in to return the items. I got an email from Zara saying the courier company would be emailing me within 24hours to arrange delivery. They never contacted me resulting in my fourth phone call to Zara 'customer service' to have to arrange the return once more. Today is Thursday and I am expecting pickup for Monday but I won't hold my breath! On my (hopefully) last phonecall to Zara I voiced my frustration in a very calm manner and I was disgusted by the attitude of the representative I was speaking to. Her apology meant nothing to me and her hopes that I would not have any problems in future was laughable considering the fact that I would have to be insane to order from Zara again. I mentioned to her that there were so many other good companies out there including H&M who offered me a discount off my next order once when I returned a faulty item to them. She didn't even respond to this. Please please avoid this company!

I ordered a coat and was instead sent a dress. I called to find out what had happened with the coat I ordered and was basically told by 3 different people that they had no way to find out and there was nothing they could do. So I printed out the return address, boxed up the dress that was mistakenly sent to me, drove to the post office and shipped it back. After all that, they still weren't even going to give me refund until they received the item. It's absolutely ridiculous for a company to mess up on such a huge level and offer nothing as compensation or explanation. Not to mention, every single customer service agent I talked to, both on the phone and through their facebook page, were beyond rude and unhelpful. The people writing from the facebook page straight up ignored things that I said in favor of copying and pasting canned responses and a manger I spoke with on the phone told me "well you could just have the post office pick it up" when I pointed out how inconvenient it was to have to mail back the incorrect item. I will never shop with ZARA again and will warn any and everyone to do the same.

Be careful. Zara stole from me when I returned some items when they did not refund me the whole items I returned.
I returned two tops in one box but got refunded for only one top. I called Zara customer service for more than 7 times to solve this issue. I made it clear that I returned the two tops but did not get the full refund. They claimed they received only one top, I was 100% sure I returned the two tops. The never called back or issue the refund. They stole my money!

Black Friday, while vacationing in Miami, my husband and I went to Zara's. My husband went to pay for his items. After standing in a long line, we got up to the register, got rang up, then swiped our card (its was a visa debit). The cashier said the system is slow, to try swiping again, so we did. Once again, he asked us to swipe, but after it did not work he said do you have another card because that one isn't working. We knew we had plenty of money in there, but my husband took out a regular CC and swiped. That didn't work, so he used another card. Thats when they realized that the terminals were all going down... so the manager had all the cashiers use a smaller portable like terminal. My husband then was able to pay for his items.
When we got to the hotel that afternoon, my husband realized they hit his bank account 3 times! We called Zara's, spoke to Angela (Mgr), who basically said she couldn't do anything and that the corporate office would be closed until Monday. I explained that we are on a cruise starting Sunday and would be gone an additional week. She said she would make a call and get back to us after our vacation... Well that never happened!
I called when we got home in early December. The gal I spoke to said she was sending all the info, including the copies of our receipt and bank statement. A week later, I heard nothing, once again! Back to calling customer service again, but this time I had a gal that followed up. She sent our info to the financial dept and called me to let me know that they would process it and it would be another week to see the $164.36 credit back to my husbands bank account. It is now 12/29 and we have nothing! This company is horrible! Oh and to top off everything, they also hit both credit cards as well, so we had to put in disputes.

Hello, I placed an order through Zara.com on December 23,2016 as a guest. Now normally when I order from online I would be issued an email indicating my order number and soon after the tracking number. I received the order number after I placed the order however, I never received my tracking number. With Christmas days away I didn't get a chance to contact Zara to inquire the status of my order however, when I placed the order it stated that I should receive my order in approximately 5 days so I wasn't looking out for. On December 27th I contacted Zara.com to inquire the status of my package as I did not receive a tracking number and was informed that it was delivered. I expressed to the representive that I did not receive the package and I would have my management office investigate the matter as my building is equipped with cameras but in the mean time could they possibly ship me out another item as this was a gift for my daughter and was afraid that the item would be out of stock if it needed to be re-ordered. I was told by the online rep that there was nothing that they could do besides open up an investigation in reference to the package. Currently, I am still awaiting on a response back from Zara. I also reached out to the delivery company "Lazership" as the tracking number indicated the package was delivered to customer however, I never received the package. So now I paid for a jacket that I do not have and I checked back on the website and it is in fact out of stock. I am furious with the level of customer service I received from this company. When you order an item you expect to receive it and in the event the package is lost or stolen the customer should be help liable for it. Ship out another order and conduct your investigation. I will never order from Zara's again.

I have never received worst customer service. Their website states "Free Returns." and as a trusted and loyal customer to Zara (internationally) I ordered a large sum of clothes online and a few of the items did not fit. I was blind sighted today when I walked into the Zara store at Mall of America and was told that they can no longer accept my return because it has been just over a month. They informed me I should call Zara. I did, and I spoke with the supervisor and was told robotically 100 times the same pitiful answer. They were no help to me and extremely unwilling to help me get in touch with somebody who could actually assist me and my concerns. I was told it is absolutely impossible for them to take back my clothes, and that I can't even receive store credit. But I've worked for retailers and it is always possible to override the system when necessary. I am sickened by their incapability to assist loyal customers. I once trusted this company, and now I feel as though they have stolen my money. It is simply ridiculous.

This is a 100 billion dollar company that does NOTHING but waste your time. I ordered my package on December 10th... never received it... on December 18th I called to complain... and they advised they could not help me until it showed delivered... opened a case on December 20th and. MAGICALLY the tracking said delivered on the 17th... which is NOT at all true... why would I call on the 18th, 19th, and 20th if I received it on the 17th.? What sense does that make... Now instead of taking my word for it they are wasting my time investigating. You would think they were the freakin FBI with all of the investigative work they have to do... I HAVE NEVER FELT SO DISPRESPECTED... they have terrible customer service. They do not value their customers at all.

I ordered from Zara for the first time on Black Friday. I was unsure about sizing, but followed their recommendations after putting in some basic measurements, then went up a size just to be sure. The items took a long time to arrive, as described by others. When I finally got them, they are about a size too small still, and the fabric is not very good quality. This makes me suspicious of where these clothes are produced. I attempted to contact the company, but the customer service is horrible. Hopefully the exchange is easier.

I paid for 4-5 day shipping, its been 4-5 weeks. Still no package. Called their customer service line multiple times. It takes them four days to find what went wrong with my package, apparently it was misplaced! Not shipped! When I got all the confirmation emails what my order was processed and I got another email that my package was shipped out. Talk about false advertising! It takes them another four days to just put in a reorder. It will probably take another four days before my package is shipped.

Please take into consideration, I placed my order on November 26,2016 and its December 21st. Okay, talk about $#*!ty delivery service. I cannot wait to receive my package and ship it right back to them, for a full refund.