Faulty product fell apart after a month. Reached out to Zara. Every time they asked for a picture, more information (never in one go; I'd provide them something and they wanted an additional detail). After all that now they want me to send them the product to issue a refund. So, 2 hours later for a $30 kids jacket - this has been the worst customer experience. This company is truly atrocious.

I have ordered many items online from Zara over the past few years. Some items have poor quality but I have had luck with good quality for most. Unfortunately, in my most recent order, I received a cardigan sweater for my 3 year old that has loose threads on the edge that look to have been tied together in a knot. I contacted the customer service over the Chat functionality and it was a terrible experience. Not only did it take the representative 4-5 minutes to respond to each message, but she had me text her photos of the item and said it had to undergo an internal review process that takes 24-72 hours. THEY sent ME a defective product yet it has to undergo a review before they return or replace it?! I will not be purchasing from them again. If you decide to, you'd better hope everything arrives in mint condition.

This Shop does not understand customer care or service, i have tried for a week to raise a serious complaint and still no one will call me back. I have been deliberately lied too on 6 occasions and have had to call over 10 times as well as send 6 emails and still nothing!
The amazing thing is that the issue was there fault in the first when they sent me someone else's order! I would strongly recommend not using there online shop as if you get a problem like i did they will not resolve the matter.

Terrible company! Zara is no grateful for its loyal clientele whom is very patience with this company which for the most sales items that are almost disposable; ZARA clothing start to brake up from the first time you wear it.

They sent me an incomplete order and haven't refunded me yet. I wanted return the second order as the items look cheap.I was away for 3 weeks and they refused to return the item which were not even on sale.

I would give 0 stars if it let me. Purchased a very expensive, small trash bin ($70) that arrived cracked in multiple spots and unevenly stained. It isn't just for collecting trash, but actually a piece of trash itself! And when I went to go review it on Zara... it was gone... no longer in existence days after I ordered (Zara customer service has no explanation for this)... seems very sketchy, especially with the condition I received mine in. Customer service offered no reprieve beyond me having to waste my time and money to repackage this piece of literal trash and send it back to them.

So basically they have my money for the past about 7 returns. Noone there gives an answer as to why, its like pulling teeth, I wonder if this is even legal. Somehow I was told that one of the returned items they never received for like 19.99. They said I need to pay, paid it the second they sent me the link, and when I call they have no idea what I'm talking about! I have 8 case numbers pending, they are sitting on over couple hundred of dollars, and there no-one to talk to!

Buyers beware. During zara's sales the warehouse people take advantage of stealing products by claiming they send everything in the order. Meanwhile you receive half of the items, which were cheap. But nevertheless, they don't send you all the items. They claim their packages weigh much more than they actually do in their shipping labels. So that when you claim your missing item, the claims department denies your claim. I have to pay for an item I never received. Yes, cheap, but it was paid for. Meanwhile someone in their warehouses is stocking up their stolen items to sell on ebay, or some other platforms. Sick and deceitful and WRONG. Zara, do better than that.

The man who answers the phone is really great, very polite. He tries to help you, and is very professional. The women on website's chat are cold, and rude. I was also ignored for over 15 minutes by "Gema". She lied about my item return options, and was insanely rude. Stephanie, was equally cold, and unpleasant but less dismissive then Gema. I don't understand people who are paid to do a job, and feel they can be so unpleasant to paying clients.

Sent in a flawless return within required time frame. Received email it was not acceptable. Item was never worn, in fact, I had ordered a size larger. It did not fit. Looked them up on Facebook and there are countless complaints regarding the same issue. They are deceptive and scamming people.

I purchased one bomber jacket and one shirt dress at the end of Dec. I paid over $100. The price for both items dropped dramatically shortly after my purchase. I paid double price for the current price. But they don't have any price adjustment policy and the only thing they suggest me to do is return them and rebuy it. Feel so regretful so choosing Zara. Because they do nothing for customers. Their customer service should be grateful because they have many good designers. Otherwise, I think the brand can not survive.

I bought my first Zara item online for in-store pickup. The store couldnt locate the item. The item is now sold out. Had contacted customer service via live chat and proceeded to get disconnected four times! When I finally got through my request, I was immediately asked if I wanted a refund. My response was could you see about locating the item first? It was like no one wanted to make an effort to help me get what I paid for.
Was due to hear back from customer services in three days. Never heard back. I then placed a call to complain. Asked for management to contact me. Was told Id receive a call back. No response. In addition to getting my money back, I will not stop until I do speak with management because they really need to know that this treatment towards customers is unacceptable.

My first online purchase with Zara will definitely be my last.

I always go to zara for my spring, winter, summer, heck even fall wardrobe! For some reason their clothes fit me perfectly and ive never had to get anything altered. A step above h and m, but so much better quality. One thing ill mention is that cust service tends to be a little snooty, as they gave me a hard time when i had to return something. But other than that, clothes quality is great for me :)

Zara's delivery service is a complete mess. My order arrived late, and the items were poorly packaged, resulting in damage during transit. Customer service was unresponsive and offered no solutions to rectify the situation. Zara, you need to prioritize improving your delivery process if you want to retain customers.

Terrible customer service. My package was lost. FedEx did the investigation and confirmed that they cannot locate the package either, although their web says it was delivered without signature. Only thing need is Zara to file a claim with them so that they can do reimburse. But Zara's customer service reps did not even want to make a call but only said they have no liability to the delivered package. I was so pissed! Never seen anyone doing business like this in U.S.!

Feedback for YOU, Zara: No customer service, no resolution. No one to speak to at ZARA other than on-line chat and bots. Refusal to provide a number to speak to a real person. After looking it up on-line, live person can't help either, but will "escalate". Order cancellation for no legit reason, need to redo all order all over again, few things out of stock and price doubles.The best I can get for 5 days is we will escalate and come back in indefinite time with a response (not a resolution). Letting them know I'll post on social media didn't mean much to the rep. So much for buying ZARA ever, for me