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.

I like their products, however, you have to be absolutely sure that what you are getting is what you want, if you don't, a return is extremely difficult, a refund takes for ever and an exchange is not existent. If you want to change the shoes that you just bought for the same shoe in a different size, you have to buy the shoe again and wait for the refund of your original ones whenever is that you will get it, so, they do not do exchange at all and customer service is horrible and give you attitudes because they expect you to understand and agree with all their nonsense policies. It is a shame because the cloth is nice, but, what could be pleasant is a pain in the neck. Zara? No, thank you but no.

I tried to return some clothes I had bought online but the courier they promised to send to collect the package never showed up. When I called to ask them about it they told me that they had had a technical error and while I was waiting for the courier to come the return time had expired and they wouldn't let me return the clothes anymore. They actually blamed me as a customer for their own mistake. When I asked to speak with the supervisor if this is really how they would want to handle the situation, they promised me that the supervisor would call me back within 24 hours - he never did. No surprise there. I would advice you to think long and hard whether you want to order anything from this company called Zara.

I am visiting India from US. I had recieved zara dresses as gift which did not fit me. I went to zara store to exchange it but they refused as per their policy I did not have physical receipt even though tags were intact on dresses. I requested them and reached out to customer care for making exception as I am tourist here and going back home in 2 days. There was no way I could get the receipt. After multiple requests they did not cooperate. I just wanted to exchange the dresses as it did not make sense to carry it so far when they are no use to me. I don't know anyone here to whom I can give the dresses. I am very disappointed with their service. I have been to zara outside India, none of them are so rigid. This is my worst experience. They can amend their policy depending upon genuinety of the case. I am just going to leave the dresses at my hotel. Never shopping in zara india for sure.

I called Zara four times to talk to them about a return. They said they would send a return label and none was sent. Finally they told me that they could not send one. I am within the 30 day policy. I wanted to talk to a manager, and I was told a manager would call me back. This has not happened! I can't believe it is this hard to get some customer service.

My niece tried to return a jacket that she got for her birthday. It was purchased from Zara store). She did not like the jacket that she got for her birthday and wanted to return it. Because she did not have the original receipt, they would not give her a store credit. The tags were still attached to the jacket but that did not matter. I think that is horrible that they would not give her a store credit. It was not worn and it had the original tags on it. We will not be purchasing anything that from this store again. When I called customer service they did not care. I think this store has gotten to big and they forgot that customers that go to that store made them who they are today.

I thought mango was bad. Zara is worse. They let the customers to figure where the package that supposed be picked up in the store where was shipped. Thx and Burlington has better customer service. Typical pig euro trash Spanish. They come to America just to grab the bucks. Until they will disappear in sky. Zara the shiftiest place to shop A $#*!hole full of $#*!.

Zara's clothes are cheap quality and the return policy is horrible. During COVID the shipping times have been very long, and Zara's 30-day return policy starts on the day they ship. I ordered some boots for my daughter, and they took more than a week to arrive. By then, she had gone back to school. By the time I got the boots to her, it was past the 30-day period. The boots did not fit well, so when I tried to return them, they wouldn't take them back or even give a store credit.

Really the worst service ever! 2 weeks waiting for an order that they didn't even ship! Even after sending confirmation email that it was shipped. On the top of that I had to call them! And wait 30 min to speak to someone and then be told... ohhh our bad... your items didn't ship but we don't know if we can expedite it for you. WTF! You messed up and you want to me pay for your failure... really the worst! So mad and I didn't want to be an $#*! to the service representative because its not her fault... its all the incompetent people on top who don't know how to ran a business... this is my bad for contuing to support these $#*!s! So livid!

I recently ordered jeans from Zara, but to my surprise they were shipped to my billing address not my shipping address. I tried to talk to customer service, but customer service was rude and denied any fault, saying that I received the jeans and was lying, when the picture has my billing address's digits on the mailbox in the photo. Never shop here.

Absolutely no regard for a customer! Ordered a children's pants, used it twice and washed it AS PER INSTRUCTIONS, (I am very careful with my laundry) the item pimpled immediately and all over. Looked really awful. Call them up, emailed them pictures-as they requested, waited until the case was reviewed just to hear the no. They wouldn't allow an exchange or give me a refund or any other compensation. I called back spoke to another manager, then the supervisor, gave it all my time and energy only because I knew I was completely right, and all i heard was "we apologize, there's nothing we can do."
I'm extremely frustrated...

I purchased a dress from Zara.com for a wedding I'm attending in August. I know my size, I shop at Zara often so when I got the dress I put it on, and quickly put it in my closet. One day past the return date I looked at the dress again to notice it had a defect and the neckline was splitting at the seams. I called Zara and emailed and they will do absolutely nothing to help. They sent me a defective dress and will not budge on the return date even in the slightest.

I will never shop here again.

I made an online purchase and unfortunately missed the return window by a few days (30 day return policy is a bit ridiculous to begin with, but that's their policy so, understood). I understand that I wouldn't get a refund due to their return policy, however the fact that they wouldn't even give me merchandise credit so I could exchange for something I'd feel happy wearing was very disappointing. The cashier told me I could call the customer service department and they would send me a return label, and that was not accurate. The person on the phone for customer service refused to put a supervisor on the phone to help mend the situation. Overall, I am very dissatisfied, and will never shop here again.

I received a gift for my son. It was too small on him so I took it in, tags still on, to exchange it. They looked up the price and told me to find something else. When I went to check out they said that the people who had bought the gift had bought it just over a month ago so there was nothing they could do. No exchange, not even for a bigger size. I asked to speak with the manager and she said the system would not let them do it. Company policy. I phoned costumer service and spoke with someone incredibly stupid who kept repeating the same sentence rather than responding to any of my questions. Will not be doing any doing any holiday shopping or any other shopping there!

I found these beautiful sandals at Zara regents street. There were two pairs in my size, both in poor condition. So I've decided to check in another store where again, these sandals came nothing near fresh. I bought them anyway in hope that I can exchange them in their Oxford Circus branch, the one opposite topshop.

I found the pair finally but the left foot was again in a poor condition so, I asked to exchange only the one side that I need. The assistant started pulling an unhappy face and said it is impossible. So I asked her why. She started making unhappy noises which is honestly unprofessional and ridiculously inappropriate. She scanned the pair and shuffled everything behind the till so that I couldn't see that she still gives me what I don't want.

Honestly, I shop a lot from Zara as I find a lot of nice pieces but your customer service is awful. Bloody awful.

Some of my baby's clothes look poor quality after one time wash and they always tell me it is not their quality problems.
Recently I purchased a top in grey and I was happy with it so I've got the same one in white. But the white one is totally different materials. They are telling me they can't accept return because it has 30days passed even the top is not in the same materials with my previous purchase and still has every tags on. They just kept telling me they are different tops even clearly they are showing the same reference number and displayed under the same title.
I am really having enough of their service...
I never had this awful poor experience with any online shopping companies.
They are dishonest and deceiving customers.
They probably get trained to be who they are.

I bought my daughter a dress from Zara. It shrunk to half the size on a delicate wash. Zara made me jump through hoops with sending photos and explanation of said garment and then said that they wouldn't refund as they felt the garment was good quality and wouldn't shrink!
Whaaat? In other words, in spite of photographic evidence, they called me a liar and stole my money.
Also I now see that they don't allow customer reviews of their clothes on their website. Why is that?!