Buyer beware. Zara has the absolute worst customer service. I ordered a pair of children's shorts in sand color and they sent the wrong color (pink). I spent about an hour on hold explaining this to them and they insisted the pink shorts I was holding in my hands were in fact beige. I sent them back because they said they would reship it. They sent me the SAME pink shorts a second time. I wasted about 2 hours of my life on hold speaking to various representatives, all who were rude and completely unhelpful only to be told that I have to return them AGAIN! I sent 2 written letters to their NYC office because I wanted to get the gift card I have for the store refunded to a check as I don't want to give them any business. It's been months and no response. The service I received was horrific. It's unbelievable that they treat their customers this way. Never again!

I purchased two items that were on a sale. Each item was highlighted in yellow as discounted and it was advertised that there was a huge sale today. At the end of the purchase nothing was for sale any more and ended up paying 15-20 dollars more than we expected. I tried to chat about it with their chat option and there was just a standard reply saying that their item prices are subject to change. It was an awful experience! I won't purchase from them online ever again.

Ordered kid's clothes worth $150, package was lost and Zara refuse to replace or do a refund. Not fair spending money with a company who does not really value it's customers. How is it my fault that the package was lost, what proof do they have that the package was even delivered besides the tracking info from the couriers website. Representatives are really rude! Will not be buying from Zara anymore, Not that it matters to them, they simply don't CARE!

They have a strict 30 day return policy but every time you call them they give you a "window" of 24-48 hours to get back to you.
Therefore your expiry date on your returns keeps getting nearer until... lo and behold, someone leaves a message on your phone.
Call it back, and hey, guess what?... another 48 hours before you're allowed to speak with a senior member of staff.
They do this long enough and you're past the return date. Scam.

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.

I tried to return a jacket that had tags still on and the original receipt. It was 2 days over because I had ordered it online and it did not come in right away. Plus it was a birthday gift so that took another week. Even though they still carry the item in the store they would not return. Ironically - I had tried to return before but the line up was too long - this is last time I will ever buy at Zara's - terrible customer service

I ordered five pairs of pants for my son before he left for camp as a present. As usual the shipping was slow and late and then to top it off, they didn't even send me the correct order! I am outraged as when I called customer service, I encountered the rudest person I have ever spoken to! He cut me off multiple times and spoke to me in a harsh tone. They said that I have to return the order and they have to receive it before they send me back the correct order! I don't understand why my son is paying the consequences for THEIR negligence. If I could give them zero stars I would. I will NEVER be ordering anything from Zara ever again.

My credit card number was stolen and used online at this store. I noticed it immediately when it happened. They could of stopped the package from being shipped to whomever ordered it. I've provided the store with everything from the screen shot of the withdrawal of my bank account, to the paperwork stating there was no card present. They claim they can't find proof! I just sent you everything you asked for. I've been calling everyday and I'm not going to stop.

Beyond poor! If I could rate 0, I would. They have the worst customer service. Online platform and in store
On one side the most uneducated staff, no manners, no knowledge of products and policies. On the other side, the worst and user-UNFRIENDLY policies and services.
Returns and exchanges are horrible. So unorganized. I have attached my experience with their online customer service and she literally closed the chat on me knowing how frustrated I was with the delay of service.

I loved Zara until today. I was falsely accused of wearing a dress and then returning it. I called customer service and they again reiterate that I wore the dress and returned it yet in my profile it clears shows me asking for a return the same day and the next day ordering a larger size. I will NEVER shop there again.

First, I made an order and they used FedEx express shipping. That order never arrived and Zara stated they could not give me any information on what had happened to the order. The refunded me, which took about a week. I was very interested in the shoes I ordered from them, so I figured it was a mishap and I would try again. The customer service was very poor first time around... Anyways, they used UPS this time and the package went missing. Customer service was better this time around, and they helped me with a re-order but didn't mention filing a claim with UPS. All-in-all a very aggravating situation for two orders in a row to never show up. I am still waiting on the third and final, which was the re-order mentioned above. I understand the Customer Service Rep. Has nothing to do with things, but I had to mention that this would be the final time I ordered from them due to the hassle of it all.

You have 30 days to return your unwanted items fine! I get that but other stores are very more flexible and a least offer store credit. Zara in the other hand make a one time "exception" for you to return it but not only you have to pay for the shipping label but they also tell you with this stupid attitude "just remember next time the return period is only 30 days." I ordered this items and pay for express shipping and it DID NOT arrived on time therefore I didn't even open the box literally because I didn't need the outfit anymore! And after I spent thousands of dollar every year in this copycat store I do not understand what is the big deal with they return policy like they are so afraid of losing a dime ironically after they pay $5 for the manufacture of a blouse and then ask you $60 for it.

Got clothing stained with foundation all around the neck area. On bright white clothing. Clearly was already a return from someone and they saw the stains and sent it out anyways. Said item was out of stock and there was nothing they could do for me, not even a refund. Don't purchase from these scammers

Ordered an item online to be picked up in store, got a shipping notification and then nothing for 3 weeks. Finally contacted customer service through their live chat service and was told I would hear back within 1-2 business days. After this did not happen contacted them AGAIN and was told it was still under review and that it would actually take 3-5 business days. FINALLY got a phone call from someone who was very rude and impatient but offered to either replace the item or refund it. I said I would take a replacement to which the person immediately said "no it's out of stock"... ok. So I took the refund "option" and she said she would transfer the case to someone else to process the refund. Still hasn't happened. Honestly the worst customer service I have ever encountered.