• Zara

Zara

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Overview

Zara has a rating of 1.82 stars from 1,232 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Zara most frequently mention customer service, return policy, and credit card problems. Zara ranks 429th among General Apparel sites.

  • Service
    278
  • Value
    255
  • Shipping
    223
  • Returns
    248
  • Quality
    244
Positive reviews (last 12 months): 7.7%
Positive
13
Neutral
3
Negative
152
160
See all photos

What reviewers want you to know

Positive highlights

  • Great customer service with free shipping (at the time of my order)!

Critical highlights

  • I have stop shopping there as they make return policy so difficult.
  • W/O receipt you can't get store credit or exchange.
How would you rate Zara?
Top Positive Review

“Sad times for this company- Also deserved!”

Ryan F.
12/13/23

How can a company think what they did was a misunderstanding. I hope this company gets the back lash they deserve to the point that all stores close. Kids are dieing in Gaza and they want to make money off of it. My family is never allowed to go back into this store EVER.

Top Critical Review

“Terrible company! Zara sells disposable items”

Jessica R.
2/9/24

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.

Reviews (1,232)

Rating

Timeframe

Other

Reviews that mention popular keywords

return policy (92) store credit (33) store manager (31) credit card (45) zara store (32) customer service (511)
Thumbnail of user jessicar1943
3 reviews
0 helpful votes
February 9th, 2024

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.

Tip for consumers:
Worse company out there

Products used:
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.

Service
Value
Shipping
Returns
Quality
Thumbnail of user amalj7
2 reviews
0 helpful votes
January 10th, 2024

I bought a sneakers from Zara to wear it on my vacation, it was good size, but it wasn't good quality it hurt my feet all around, and a lot of infection and blood came out from my feet. I swear I would rather walk with no shoes better than I wear it, it made my vacation with too much pain. I spoke with the customer service they said they can't do anything what quality we are buying this is last time I buy shoes from Zara. I am not finding my money on the street.

Tip for consumers:
Yes, when we want to refund they took too long processing, and they return it frequently not all together, that they makes us confused and keep calculating our money

Products used:
Shose sweatshirt and sweatpants not good quality

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Value
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Thumbnail of user isaw6
1 review
0 helpful votes
February 3rd, 2024

They are sending 3 out 6 dresses faulty and broken. 2 pieces are being ripped off and another smells like it has been properly worn, sweat and perfume. Online CHAT absolutely NOT working. App hangs up and even on laptop it doesnt work properly. Money gets deducted from some weird Kaswa Trading LLC. Really shocking ZARA about this mess

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Value
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Thumbnail of user sk778
1 review
0 helpful votes
January 22nd, 2024

What has happened to Zara?!
I literally check everyday to see if there's a new editorial for Zara's online page…. So today there was and ……Ugh! Looks like "Gap" has taken over Zara. What the heck is going on?! I used to love the edginess and creativity of this brand, now I'm just so disappointed. My wardrobe is literally 90% Zara but looking at what's available online, I might as well just go to J. Jill or Banana Republic to get the same thing, and I'm NOT going to do that. I'm not sure where I'll shop from now on. Zara used to never disappoint… as far as modernness and really edgy design, now it's a complete yawnfest. No personality in any of the design. Just really playing it safe and blah.
And that's at least for the last three or more years. Is there a different creative director or what?!
I'm so disappointed.

Tip for consumers:
It’s just sad.

Products used:
I’ve bought everything from dresses, to shoes, to belts, to accessories from this brand.

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Value
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Thumbnail of user waddiigo
1 review
0 helpful votes
January 13th, 2024

We wanted to exchange shoes not apply for a warranty, and they were not accommodating at any level.

Products used:
None

Service
Value
Shipping
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Quality
Thumbnail of user madihae2
1 review
0 helpful votes
January 31st, 2024

I received a dress i order one week ago it is damaged, in a bad condition, and am not able to wear it all it is almost worn and washed several times, the quality of the dress is zero. I dont recommend anyone to buy from this brand anymore. Due to sending bad, damaged and inconvenient dresses.

Tip for consumers:
Last time i buy from zara in my whole life they ruined my event that i was going to wear this dress too

Products used:
Bad quality dress

Service
Value
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Thumbnail of user teresaj712
1 review
3 helpful votes
December 28th, 2023

I have 6 grandchildren and have to start my Christmas shopping early. Because it was over 30 days from date of order Zara refused to exchange even though the tags were still on it. All I wanted was another pair in its place. All my other returns from other companies made exceptions during the holidays. Zara - you just lost a customer! Never again!

Thumbnail of user brittanyt468
1 review
1 helpful vote
January 6th, 2024

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.

Service
Value
Shipping
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Quality
Thumbnail of user debbiej528
1 review
2 helpful votes
January 8th, 2024

My purchase was for Christmas presents which I received November 27,2023. The items were not what we expected. So I requested a return authorization label to return the items…. And was flatly refused they have a 30 day policy but as we all know if it's a Christmas presents, you have to order it ….receive it …wrap it…. And give it. A day or two passes then the clothing is tried on. Doesn't fit then you request a return authorization after the New Year's in which everybody still on holiday vacation. So a few more days passed because you cannot get anyone on the phone…. It's a holiday.
At this point, I am stuck with items…. They don't fit…. And my granddaughter loses her Christmas present.
I have never been this mad in my life that they would not for Christmas extend their return policy. Never order again from Zara.

Tip for consumers:
Be very careful about the return policy…. They have no flexibility in making exceptions…… especially at Christmas time

Products used:
None

Service
Value
Shipping
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Quality
Thumbnail of user silvias210
1 review
4 helpful votes
November 20th, 2023

This is my last time with Zara, will never do again. Attempted to speak to a representative three times to resolve an issue with my order. One piece did not match as THEY SENT me the wrong size! I asked if they can replace the item in delivery part 2 ( still waiting for it), neither rep knew what that meant. Worst experience with a retailer I have ever had. DO NOT PURCHASE ONLINE! You will be frustrated beyond belief. Absolutely TERRIBLE! You can see from the picture that the label is wrong.

Thumbnail of user rjfleming75
1 review
1 helpful vote
December 13th, 2023

How can a company think what they did was a misunderstanding. I hope this company gets the back lash they deserve to the point that all stores close. Kids are dieing in Gaza and they want to make money off of it. My family is never allowed to go back into this store EVER.

Tip for consumers:
Do not go to any of theor stores ever. They are the Evil corporation that doesn't care about you or anything you do

Thumbnail of user wilfordl12
2 reviews
5 helpful votes
January 17th, 2024

Since Zara started allowing multiple items from orders to be returned in one shipment there have been major problems. The labels that were printable at home are coming back with invalid numbers forcing the customer to call customer service to get a useable label. Whenever Zara issues a label to your email, items from the shipment magically go missing so you don't get credited the money back.

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Thumbnail of user randae11
1 review
3 helpful votes
December 11th, 2023

On multiple occasions I have bought clothes that rip or shrink with the first wash, but I still shopped here. Never again! Because they mock the oppressed ppl currently experiencing genocide. They are the lowest of humanity!

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Value
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Thumbnail of user oscarbonnichsen227
1 review
0 helpful votes
January 5th, 2024

Jeg har bestilt en jakke til min kæreste i julegave, men da den var for stor ville vi bestille en ny til hende med et nummer mindre. Vi har ikke modtaget et link til returlabel, som der står på deres hjemmeside. Når man skriver til kundeservice er de kolde og giver dig en ufattelig dårlig oplevelse, kunne man rate dårligere end 1 stjerne havde jeg gjordt det!

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Value
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Thumbnail of user wesleya263
1 review
2 helpful votes
March 14th, 2024

My order wasn't delivered. I contacted store and the department that facilitates missing packages and they said they couldn't do anything about it. I have proof of it not being delivered. My property is surrounded by security cameras and the footage shows no delivery. This is theft and going against my consumers rights. I will pressing charges.the package held a 280$ value

Products used:
Nothing, it never was delivered

Service
Value
Shipping
Returns
Thumbnail of user drcknox0414
1 review
0 helpful votes
February 15th, 2024

Do not shop here. Items are cheaply made with rough seams and no lining. Tried on an item and then returned it when I didn't like the quality of the material. Tag still on. Never worn. Sent back for return and they sent back to me saying it was an unsuitable condition and cannot be returned. This is the way I received it. It was poor quality. Just very sad return policy. Horrible customer service. Only order if you are willing to take a chance on getting a subpar product, cheaply made, with uneven and rough seams, and if you don't like it, you cannot return it.
I'm never been treated so poorly by Customer Service. Will never order from here again. Save your money or spend it somewhere else. They just lost a lifetime customer over a $50 return.
Now I am stuck with a cheaply made dress that I will never wear.

Service
Value
Shipping
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Thumbnail of user nouraljoundi
1 review
0 helpful votes
August 3rd, 2023

Unfortunately, this fantastic shop in-store & online is becoming terrible after changing policy return & we can't exchange online!
I won't be shopping from their website anymore!

Thumbnail of user asenj2
1 review
0 helpful votes
February 7th, 2024

I have order some item from zara at 16 of Jan which is showing delivered at 18th and since the day I've been trying to reach zara customer care and since the day they told me wait for 24/48 hours but I've got nothing respond back from them and trying to reach them everyday and asked to return my money cause I have t received my items but this is so ridiculous that they have no manner and taking responsibility at all. All they do is pick the call and say give us 24 hours

Tip for consumers:
Kindly just refund my money

Products used:
A dress and a sweater

Service
Value
Shipping
Returns
Quality
Thumbnail of user katrinaburton925
1 review
0 helpful votes
February 20th, 2024

Very difficult to talk to a person. I have items ordered and said delivered but not to my address. Need help to locate where they drop my package no help. When the company so big customer services is not important to them.

Thumbnail of user kymd29
1 review
0 helpful votes
February 17th, 2024

Their website was glitching and wouldn't allow me to return my item before the deadline. When I finally called them, it was one day past the deadline to return. I explained their site wasn't working and they didn't care. Now I'm stuck with the item.

Tip for consumers:
Customer service is awful.

Products used:
Sweater unusable. Too small.

Service
Value
Shipping
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Quality
Thumbnail of user msvsmith4
1 review
1 helpful vote
January 9th, 2024

I purchased a jumpsuit as a gift on November 27,2023. The item was not shipped until December 1,2023. The gift was presented during Christmas, December 25,2023. I learned that the person that I purchased it for needed me to return the jumpsuit because they already had it on December 29,2023. By this time it was over 30 days. Most retail stores extend the return period during the Christmas holiday. However, I was told that there was nothing that could be done for me because it was past the 30 day return policy. I was told that no exceptions would be made for the holidays. I am stuck with a jumpsuit that I paid over $70.00 for and I will NEVER shop at this store again for anything. I would not recommend Zara to anyone.

Tip for consumers:
Zara is definitely NOT the place for holiday gift shopping!

Products used:
Stuck with a jumpsuit that I purchased as a gift

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Value
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Thumbnail of user briang1854
1 review
14 helpful votes
February 8th, 2023
Verified purchase

If you are going to shop at Zara, do it in person. Every online order I've placed has encountered major issues and delays, resulting in huge headaches. Their customer service is AWFUL and give you the same lines over and over without offering any actual support or helpful information. It's been 16 days and I still don't have my most recent order -- and I don't even know where it is. The tracking on it stopped updating last week. No answers from Zara.

Tip for consumers:
Avoid ordering anything online at Zara. If you absolutely must, expect a 2-3 week deliver time (if the order arrives at all!)

Products used:
Clothes

Service
Value
Shipping
Quality
Thumbnail of user bader.azan4
1 review
6 helpful votes
December 10th, 2023

I really wish I could leave a worse rating as you aren't even deserving of one star. In light of their new campaign that features body bags, a map of Gaza and rubble strewn about I think this company needs to reexamine its humanity. It's an obvious, blatant and disgusting display of racism, bigotry and Anti-Muslim sentiment. NEVER will I buy from this company.
I really couldn't care less about your company, in fact, there are many alternatives to your overpriced and mid quality products. Alternatives that don't have to use child labour in China to produce its clothing, alternatives and don't have to support genocide of innocent babies. You should be ashamed of yourselves and fully disgusted.You have embarrassed yourselves and lost millions of customers in one day because of your incompetence, ignorance and racist decision making. Will never recommend you and will certainly never purchase from this terrible company again.

Products used:
None

Value
Shipping
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Thumbnail of user mikeg2474
2 reviews
2 helpful votes
March 20th, 2024

Reps that are nasty. A truly horrible experience overall. Purchased a couple things. They refused to issue a refund after delivering to the wrong address. Horrible, rude attitude over the phone. Refused to return my calls for days.

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Thumbnail of user meghant46
1 review
2 helpful votes
April 21st, 2021

I purchased a pair of jeans and a shirt online from Zara. I've purchased from Zara before and never had any issue, but I've never had to return anything.

This time however I decided to return both of the items so I went to the store rather than mailing because I thought it would be an easier and faster way to get my money back... and while I was there I was told my refund would be in my account within a couple days.

I got a refund for the jeans the same day... but still haven't received anything for the shirt... not even a return confirmation. I've tried contacting Zara through the app a few times, even tried calling (there's no email btw) Worst customer service! I just keep being told to wait 48 hours for an email because they need to investigate the return and open a case for it. But I haven't received any email and it's been a month. So basically just took my money.

Shopping at Zara isn't terrible, just as long as you don't have to deal with their customer service or make a return.

Products used:
Returned both items

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Value
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