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 bought a pair of $48 slacks at full price. The gold buttons on the pockets fell off after wearing then for 3 hours. The store at La Cantera San Antonio Texas gave me a ton of excuses as to why they would not allow me to return the defective garment. They sent me over to the customer service number which was an absolute joke. I advise everyone to stay clear of shopping at the Zara. It is such a scam shop at stores that stand behind their products 100% of the time, I am so disappointed in Zara. I cannot tell you how much I wish I would've never walked through that front door.

Seems like others have had the same experience as me! I ordered six items online and sent back four for being poor quality or looking nothing like they did on the website. They processed three of the garments but tell me they can't find the fourth and so won't honor my refund. So now I am out of pocket for a pair of terrible-quality jeans that I don't even have to use a a cleaning cloth! On top of that, their online customer service is rude and unhelpful. I've shopped at their stores for years but this was my first time using Zara.com. I definitely won't be using their online site again and probably won't bother going into a store either. Spend your money on better quality goods, elsewhere!

I ordered a dress from Zara that arrived without a belt that should have been part of it. The dress did not fit so I returned it immediately with a note saying it was too large and arrived without the belt. They say I have worn the dress, which I have NOT, and that I should have contacted customer service to let them know there was no belt. Nowhere does it give instructions as to what to do when item arrives missing parts! Returning it promptly with a note of explanation should be enough! Called three times, one of which I was hung up on. Others say they will pass it along…then get the email saying no refund. This is ridiculous and I will never order from Zara again! Buyer beware!

Worst retail customer service I have ever experienced. Don't shop here, and don't trust them. I returned something by mail to there warehouse and they never refunded me even though the return tracking number showed successfully delivered.

Zara has the most unprofessional employees both on the phone & via Chat. Including their managers. One called my phone from *******272 and when I answered, they hung up, this was just their way to say they called but not speak with the customer or attempt to resolve any issues. They all need to be retrained in customer service. Beyond their rude behavior, the clothes are overpriced with poor quality fabric. Do yourself a favor and shop elsewhere.

They gave me the runaround for over 5 months for a return made via Canada post, which was successfully delivered according to tracking number. But similar to what other posters have said first they told me to wait 10-14 days for refund to process into my account and when it didn't, they kept putting the case "under review" after every 48-72 hours that I would call them. In the end it was too late to dispute with my bank because of a 60 day policy from the date of order. Instead, the bank gave me a credit for that amount as a goodwill gesture. I am absolutely disgusted with ZARA's customer service and stealing my money. I feel like they did this intentionally so to not give my money back even though all items were returned to them. Don't wait and report them to your bank immediately because they will not resolve anything and except steal your money and give you unnecessary stress.

I wish I had read the reviews on Zara before purchasing anything from them. The customer service is absolutely horrible! They have the rudest staff I've ever ran into, and if you think you will get better service from the head office in Montreal, forget it! They are useless! They are happy to see you spend your money in their store, but if you are unlucky soul with an issue, good luck! My word of advice to my fellow shoppers is, save yourself the headache and spend your hard earned money some place else that cares and actually appreciates their customers. I am never shopping there again!

Customer Service of zara is terrible they don't care customer's problem and not even trying to fix their fault. I didn't get my order but customer service says we delivered it and your case just rejected!

Zara used to be good, but it's becoming worse by the day.
The zip completely broke as soon as I put the trousers on the first time!
I returned them and was stupid enough to buy another model to replace the ones I had just returned. Got home, tried them on, they do fit the seam in the outer side of the legs is extremely bad done!
Very poor quality, and I am surprised how they still have so many customers. The prices they charge for the rubbish quality they sell feels like a rip off!
They should be ashamed of their rating! I'm appalled..

Shopped at Perimeter Mall in Atlanta. Picked out $400 worth of clothing to buy.! Cashier and a little latin guy working who the cashier said is the manager. 1 lady in line took over 30 min to return several items. 9 people in line waiting behind her. 2 more left after leaving clothes on the floor. We asked why the manager doesn't help and the rude cashier said he isn't allowed to work behind the counter, that's company policy. We will never be back.

Every thing I have brought from Zara have been amazing. From Coats, jeans, jumpers, bags and tops. They feel more superior quality and more stylish than other high street shops. The prices are fair too.

Bad reviews on this site are mostly about customer service, which I have never had a problem with. Most of the unfortunate events are down to individuals working for Zara, not the Company, and people with a bad experience quite rightly vent their frustrations on here but more good reviews are needed. Overall its a great company.

(Also Zara sales are Fantastic!)