Placed an order with Zara and noticed I accidentally selected in store pick up. Called right away to change to be shipped to my house but they weren't answering phones anymore. Then emailed them instead to notify them that I wanted this order changed or wanted it cancelled. Instead of doing so sent out the order anyways 2 days later without speaking to me first and later told me that it couldn't be shipped to my house or cancelled. Poor customer service!

I bought a dress for my daughter as a Christmas present. It didn't fit, so tried to return it as soon as possible after Christmas while still trying to stay safe given the recent COVID outbreaks. Because it was outside the 30-day window (maybe 2 weeks outside the window?) -- zero options. No refund, no exchange, no store credit. I gave the dress back to them as I couldn't use it. I have never had a store be so inflexible especially in the pandemic.

Great prices but when you have to return any item its just not worth saving the money
They give you a very hart time returning
You have to request a shipping label (untill you figure out how to request it...)
Then it can take about a month to receive a refund
Bottom line they want to make sure you think again before returning any item

A relative sent my children clothes from Zara for Christmas - tried to return/exchange after their 30 day policy and they wouldn't do anything- not even in store credit! I would've had to return this Christmas gift BEFORE New Years Day to adhere to their policy! Management, customer service, everybody adheres to this strict 30 day policy without any flexibility. Worst, most pompous return policy I've EVER dealt with. Will never shop here or recommend this store to anyone and I hope they go out of business for how they treat their customers.

I ordered a linen top and pants. I did not even try them on when they came because the top was way to small, I folded everything exactly as it came, packed them back in the same package and returned it that afternoon for a full refund. 3 weeks later I still didn't have a refund so I called. They told me the top had an "odor" so they would not refund it! It wasn't even in my house for 30 minutes. DO NOT order online because they will make something up and not give a refund!

I purchased Christmas gifts on zara.com late November and because of the 1 month return policy, the gifts could NOT be exchanged. Zara.com extended the 1 month policy to Dec. 30,2017 for items purchased in Nov. 2017, but that only gave people FOUR days after receiving the Christmas gift to return/exchange it. (No returns/exhcnages on Boxing day). This is beyond horrendous, and I will DEFINITELY NOT be buying anything from Zara. They would make no exceptions and I am absolutely LIVID! Never again!

I found a leather jacket online that was only in stock in a store 6 hours away. I called the store and asked if I could buy it and have it shipped to me. Nope. I asked if they could transfer to a store that I could pick up. Nope. I asked if I could pay for it and have it held there until I visit that city sometime soon as I do go there several times a year. Nope, can't hold the order for pick up. After talking with two people and suggesting all of these options, they finally said, we can't take your order over the phone... wtf? I like the fashion style but their business model sucks.

My order was delivery by Lasership. I was waiting at home all day long to receive my order. But i was waiting for nothing. The shipping without signature and when i check a tracking. They was said delivery about 1 min ago. I went to the door and see nothing. Have been contact for that but customer service said can not reshipment or refund. My order was more then $250.00. And another order I received by my neighbor because Lasership was delivery wrong address. Some stuffs in that order was delivery for return about 1 month. But they dont refund to me. Really bad service.

I placed an order on July 21th and it's already July 26 and still no signs of my order! The tracking number says the parcel has not been received. So, I called the costumer service and they told me we have to do an internal investigation which will take up to 48 hours and then will let you know what we can do! I need this package by Friday and I asked them if they can ship my order to me right now and do the investigation later because apparently it hasn't been shipped yet! And she told me you have to pay for the new order if you want us to ship it to you today! It's non sense. Doesn't get any worse than this

I made a purchase on June 30th of five dresses. I received an email confirming shipment but I never got the dresses and never heard from them until I contact them for updates on my order. I was told three out of the five dresses I purchased were out of stock?! Like, how's that even possible? I canceled the whole order. Super disappointed!

Zara has such a huge reputation and sales. But it is the worst in customer service I have experienced till now. I made a recent purchase in zara and I wanted to return it. The card I used was lost so I took a replacement for it. It was a debit card. When I went to make the return they told me they want the same card that I lost because they want the last digits to match which is ridiculous. No other store I made returns told me this. I even had a letter from bank about this. Since I made a debit payment I should be eligible for return through cash. But since the zara system took my payment as credit they told me it's not considered credit. I never saw such stupid reasoning to stop return. The customer service is the worst. They never answer to any of my questions properl. All they say is just one word we need the same card. I'm never shopping or suggesting such stupid service shops to anyone. Wen I mailed zara about this they never replied. I guess They don't value customers at all

It seems that Zara absolutely don't care about costmers health. First time and the last time I bought black color jeans from zara for 25 with worst quality. They are coloring, so my legs were all black but it's not the biggest problem. On my skin appearded very strange reaction, I got painful purulent and skins is scratching all the time. I've never had any allergic on materials before. Be careful when you buy something from this store.

I placed an order online and paid for shipping, my package said delivered but I never arrived at my home, ZARA said to send it correctly and send a photograph (but that was not my address). I communicate again with ZARA and they send me an email saying that it is a single exception since they delivered the package satisfactorily, when obviously they didn't do it that was not my house! They made me feel like I stole something, terrible service.

Few days ago I went into zara where once entering the security Alarm went off. The security guard came up to me to search my bag to find that my chain had set of the alarm... During my hole time shopping in zara the security guard followed me around the shop, to the point where I felt so uncomfortable. At this point I requested to speak with the store manager. Once I spoke with the manager explained what happened she said nothing and told me that he was doing his job. So I gave her the iteams I was going to purchase and left saying I won't be shopping in zara again. Once I was heading out of zara the same security guard stopped me to search my bag again... and this time with him saying that it's a normal procedure... even though no alarm went off... I am disgusted with the service I received in ZARA and will never be shopping in zara in Guildford, Surrey UK branch again.

I must first say that I love Zara. I always shop at this at Zara no matter where I am. I live in Cork- Ireland and I really need to say that it is a shame how messy the Zara shop in Mahon Point Shopping Centre is. OMG I was there last weekend and I could not buy anything. It gets so stressing try to find a piece in the middle of that mess. I could see clothes on the floor, boxes in the middle of the shop as if it was a stockroom. Please, manager you should do something about it.

Bought two shirts in December via online order. There is no Zara store near me. First shirt the seams were ripping apart after one wear. I liked the shirt so I reinforced the seams myself. The second shirt I washed according to the instructions (gentle) and it shrunk to the point where I can't even wear it any longer! I just emailed customer service and they indicated I should take it to a store and discuss with them. They could only do returns if the internal tags were still attached. 1) I BOUGHT IT ONLINE. They didn't mention what to do for an online order when there is no store nearby to take returns. 2) OF COURSE I REMOVED THE INTERNAL TAGS INSIDE! They are huge and even have a dotted line indicating they should be cut off. The shirt is a sheer, dark color, the tags are huge and white and show through. So dumb and not helpful. I'm not going to bother asking about an online return. I just won't shop with them anymore. Not worth the hassle.

Do not expect J. Crew treatment if you ever have a problem with an order. Zara customer service sucks big time. Placed an order and as the "pick up at store" is always selected, i didn't unselect it, the order ended up in NYC where they expect me to pick it up. More than 4 emails back and forward, they repeating I need to go and pick it up and me giving them option to refund in order to re place another order or if I could pick up the order in a store in the same another city closer where I live and saying I can't not go there and paid for one bus ride and two trains rides to get there. They keeping repeating I need to go to NYC to pick up the order. I've decided to dispute the charge to my credit card