Bought a full-priced jacket from Zara.com.It fell apart within 3 wears.
Called customer service got the run around for 1 week, then then finally called me back to say, their product is not defective because it went through manufacturer testing. So basically, too bad so sad it doesnt with stand actually wearing the jacket. The customer service people are just told to repeatedly apologize for the bad outcome they are supposed to del Vet to the customer from the complaint department that makes these anti-customer, pro-zara profit decisions.
Im sorry, but saying sorry does not give me back the $200 I spent on a garbage jacket. Zara is the fashion retailer from ***!

I've ordered online from Zara my time, but all the sudden when I place an order it's delivered, but the ordering records only show that orders have been shipped therefore you can't return anything because of the clinch in the software i presume. I've been trying to return an order I received since June 7th. They finally told me to leave he items as my local store, that resulted in nothing being done. Received several emails saying I'd get a refund in 24 hrs & still nothing. I finally had to file a dispute with my bank to get a refund. Looks like I'll have to do that with a few more orders... Really Zara get it together!

Never shopping online at Zara again. I returned two of the lace-up heels(ones that look like Gucci knock-offs) in the mail, but was only refunded for one item. Their reasoning was that since "they only received one item", it was assumed I never returned it, even though the receipt inside was marked with two returns. My guess is that someone stole the shoes in the delivery process. I shop online all the time, but have never experienced a problem like this until I ordered from a store like Zara. Zara online/customer service is unreliable and unhelpful. I was never refunded for the item that I RETURNED. Please avoid using their return mailing service. As a result of this frustrating issue, I am never ordering from this stupid store ever again. Bye bye knock-offs.

I bought a suede waistcoat from which several of the fringes fell off the first time I wore it. The store weren't interested so I contacted head office who said I could send it to them ( at my own expense) to be 'reviewed.'I received a very cursory email several days later to say that the damage was due to 'wear and tear' and it was being sent back to me!. I spoke to a 'manager' who was obviously completely uninterested!
What terrible quality if they think this is acceptable?! Rubbishy customer service too.

I purchased a coat before Christmas the lining was falling out of the cuffs and I brought it back 2 days after their 30 day policy! I live out of town over 100 km from store I'm a senior and am handicapped! They would not give me my money back on my credit card only gift card! Also wasn't to buy back coat at sale price and get it fixed but they said no! And they did not have any more in stock anywhere! Store manager said this is our policy and I called customer service line and they said the same thing! Would not let me speak to someone higher up! NO CUSTOMER service!

I placed an order for a christmas present 12/1, on 12/8 I received an email stating it was shipped. 12/12 I called for a tracking number, was given it and the shipment was no further along than a label created. I called again to find out what was going on, was told they would look into it and call me within 48 hrs. Still never heard from them. Called again. Finally got a call 12/16 saying there was an incident with my order, did I want it or did I want to cancel. Asked for it to be shipped express so I would have for Christmas, Now over 2 weeks since order placed. 24 hrs later order still not shipped and was told express can mean 4-9 business days. But would not be charged till it shipped. (except I was charged 12/9 already) Cancelled order and requested refund ASAP! Will never deal with them again.

Bought t shirt I really liked in La Rochelle - one wash - it shrank... back to store - unconcerned when I didn't have till receipt - how else could I have it than buy it - really good security in store - manager stopped mid sentence with me to talk to someone else. Shan't buy anything else there again - t shirt too small now to look good so I shall wear it and show & tell everyone how rubbish Zara is now... come back M&S - all is forgiven and appreciated now - they really care about customers!

First they do not honor price adjustments & they don't follow up when your order is lost or doesn't arrive within the stated terms. I called customer service over 6 times for them to open a case then they don't follow up on their cases. They charged my card for the full order which I only received two items. They never contacted me about the missing items or bothered to follow up but went ahead and charged my card. Their customer service is really bad! Will start looking elsewhere to shop.

Zara's return policy is unreasonable. Charging $3.95 per return and per individual item if it's for 2-3 different orders, even if customers packaged together in one package to reduce waste and cost for Zara, will still be charged $3.95 for separate order returns. So if you return 3-4 different items from 4 different orders, you will be charged 4 times of $3.95. Which is clear attempt to profit at the expense of their customers and such unfriendly return policy. Zara clothing quality has always been hit or miss.Fabrics are so thin, color not true to what is shown online, stitching unraveling is one of my major issues with Zara clothes. The background noise on Zara's customer service phone line is always so loud that you can hear other people's conversations. Just so many things are unfriendly with this brand

Honestly, I love Zara. They have some of the best basics and amazing quality jeans.

I purchased two pairs of their Mom Fit Jeans and I am in love. The quality of these jeans is a 10/10 and I will be most definitely be buying more. They're true to size and don't shrink/stretch in the wash.

Shipping was super quick, only 6 business days.

I did a quick video review to show you the jeans and my thoughts. Hope this helps make your decision easier.

For reference, my dimensions are: 115lbs, 5'4,25in waist (I purchased the jeans in size 2)

The worst customer service and the worst return policy ever, i got something online but i back it to the shop on Rockland mall, Montreal. They told me that my money will be refunded automatically within 14 days. Till now its 40 days and no refund. I called customer services 4 times but they neglecting the issue totally. One of my friends also has the same problem in her refund. Not recommended at all.

Went into Solihull branch on my lunch and brought 2 pairs of the same trousers in different sizes. They had different price tags on however I was made to pay the higher price for the trousers. When I got the trousers home they were too long so 2 days later I tried to return them in the Birmingham branch. When I went to the till they refused to accept a pair of the trousers back saying they have tanning lotion on them. As I am black I thought this was ridiculous I said I got the trousers in my lunch hour 2 days ago and the tags are still on them i did not examine the inside, therefore they were obviously sold to me like that. Won't be shopping there again. Worse service ever. Tanning lotion this place is to funny

What has happened to Zara?

Queues at changing rooms and tills in 3 central London stores (near Bond Street, Oxford Street, High Street Kensington) I visited today Wednesday and yesterday Tuesday. Stores not overly busy. Staff seem to be on a go slow and don't seem overly happy.
They don't care about customer service. They wouldnt give a credit note for an expired £50 voucher that I found in my home today. I misplaced it a year ago. I've shipped at Zara and Zara home for many years but don't think I'll shop there again.

I will never shop at this store again. I purchased 2 tops for my daughter for Christmas. They were shipped out on the 26th of November. I received them a week later. One top was a size too small. She went into the store on January 2 to exchange it for one size larger. They would not accept the exchange as 30 days had passed since the date it was shipped. We were not looking for a refund. A simple exchange. This occurred at Zara's in Halifax shopping Center. The operations manager does not seem to care about retaining customers and directed me to their customer service center. I spoke with their customer "no service" department, who spoke in circles, directing me back to the operations manager, like I wished to speak to her again, no thanks. I give up Zara's. You win. Take my money. I'll take my future business elsewhere. It's a shame as I've ordered from them every Christmas. NEVER again.

I have managed to choose 2 t-shirts and jeans online at zara. Well, after delivery took them 3 weeks, I found out size of the jeans they sent was wrong and t-shirts had awful quality. Return and refund process so far took even more than 3 weeks.