I contacted Zara on chat due to my order showing it was on sale. I purchase and the order still shows full price. I contact them the next day since it was the holiday and I was told someone will email me within 24 hours they escalated it. 5 days go by and nothing. I contact today and was told that due to the items not going on sale until 10pm even though it showed it it was on sale and I bought them at 7 same day they can't adjust my order. So I had to wait 5 days for someone on the chat to tell me that? So now I have to refund my order when all they could have done was adjust my order or not put that items on sale until the actual time to not confuse people. Horrible customer service. HM would have adjusted it or helped me. I'll definitely will be sticking with HM from now on.

As a business your goal is to assist your customers in any problem he or she may have. I spent so much money on Zara both online and instore. Ive had an issue with two pairs if jeans ripping from the belt loop hole and another from the back pocket. Ive tried contacting Zara through Twitter, Online Chat, emai and phone and have had no luck. Their jean quality is TERRIBLE. Their customer service is nonexsistent. Save your money and go shop somewhere else.

Purchased clothing for a child, they sent them to an address that was not mine and I was told by customer service that the mistaken address was my fault, the clothes were sent to an address in California and I live Oklahoma.To be told that they are not going to do anything for me after taking my money and not delivering the goods this is poor customer service I will never give this company another dime I recommend that you stay clear of company

I went to Zara Taikoo branch during lunch hour. Every time I want to buy something there is a long queue. Only one cashier and plenty of sales women folding the clothes when there is no much client. It was 3 clients in front of me after I waited for 20 minutes queue. The cashier said go downstair there is another cashier. I went downstair the queue was even longer! I was really upset so I refused to buy any cloth in Zara. I told the cashier she should check that the queue downstair before giving me the wrong information but she didn't care and said goodbye. I think Zara never care about the customer. It's a cold brand. I was going much less than before but now I will avoid it.

About Zara, what we can say other that they don't care at all about their customers. I spend so much money on their clothes but starting today it will be done. Even if they wanted they couldn't care less about their client. They are making the return so difficult and don't bother to try to return any item even 1 day after the delay of 30 days because they won't give you back your money or any credit. I lost 500$ like that, with the COVID since 2 year our life can be a little upside down sometime and I try to return some stuff 1 day after the date and I was said that they cannot do anything. So in others words I just lost 500$. In September I did a return and for some reason they were not able to return the money back on my credit card so I had to wait for a e-transfert from them and it took almost 2 month to get my money. So when it's them having a issue it's fine but when the customer have a issue they don't give a $#*!. That's it

I have ordered something on the 4th of November. The parcel never arrived and on tracking, it states that it was delivered on the 6th of November which was not true. Firstly I was not available at the delivery address secondly, it says that I signed for it which is a Hoax. Spoke to a number of ZARA employees who provided different statements and dictating different rules. They do not wish to take the liability of the parcel once they dispatch it. I asked for the GPRS tracking, a statement from the driver and has been told that we do not deal with that request so please contact Hermes. Then I called Hermes they said you purchased it from Zara so contact them. I have been just chasing them up since then calling 0800 numbers and all they are saying we have to stick with the tracking no matter even if the driver has accidently scanned the parcel. Absolutely disgusting. Stay away. I have lost £140 and don't want anyone to face the same situation.
STAY AWAY!

I have always bought clothes on ZARA online with no problem at all, but i have been trying to buy several items this last two weeks and after I put my items in the shopping cart then proceed to the the purchase I receive the message operation not allowed, your request cant be completed at this time. If this problem continue please contact costumer service - so, I did chat on line and over the phone with a total of 6 people and none of them couldnt tell whats the problem. I did everything they told me to do... changed the browser, cleaned up my history, refresh, changed my password, and nothing... and the last one I talked today told me to use my iPad or phone stead of my computer, I did it and same problem... it is so frustrating. The problem isnt with my card, I even went in others retailers that I also shop on line and had no problem at all, so the problem is with their website... does anyone have ever had the same problem the me?

Everything we have bought on-line from Zara has arrived very well packaged the next day. I don't know about their on-line customer service because we have never had a problem, BUT, in store I have to agree with others, their staff are internationally miserable, unfriendly, Singapore, UK, Germany, Spain, Prague, the interviewers must be instructed to choose the most miserable stroppy people they can find, the most recent was in Las Palmas Gran Canaria, the goal seems to be to create unnecessary long queues for payment and to be as miserable as possible. Why do they have the same queue for the people returning goods as for people paying? It just does not make commercial sense.

June 26th I purchased these amazing jumpsuits from Zara. It said it would be sent in 24-48 hours. I called and emailed July 1st and they said and emailed that items were being delivered. I emailed again July 5th... I got a response on the 6th... an email that my shipment was lost... I called they said that it got lost and Mary or Marie said they were sending me two of the items and getting a refund for the other two... four hours later I get an email that one item is being shipped yet not email about any refund... I call... THE MANAGER Henry I am quoting " what you want me to do" responded to my frustration and confusion. I was very polite until he got on the phone and was just plain rude... I am sorry Zara I have been a loyal customer for years... I am doing you a favor if anything and if this is how I got treated... not fair at all!

I order a dress via Zara online and asked for a 1-2 business day shipping. They sent me the wrong item, and when I call to customer service, they said I need to send back the wrong item before they will send me the correct item. I told them that by the time I'll do that and by the time they will send me the dress, it will be too late. That is why I asked for an expedited shipping. There was no one to talk to, so I just did what they said, and than I had to call them again to ask for the shipping of the replacment. They said that because it is the weekend it won't get to me on time, so they just issued a refund. I never got the dress that I wanted, and they don't even had anything to say but sorry.
I am very disappointed, they could have sent a replacement instead of waiting for me to send back the wrong item.

No one greeting us (my bf & I) as we walked in. After rumaging through the highly disorganized mens clothing we found some joggers we liked. There was only one pair. We looked around for an employee and found no one. Finally we see a female employee and she zoomed us as we gestured for help to the fitting room. We managed to get her attention after repeatedly saying ma'am very loudly and asked her for help. She didn't turn around and responded with "I'll be right with you" and waved her hand. We waited for her return and she passed us whilst talking to another employee and ignored us as we gestured for her again. Very disappointed with the customer because we were very interested in making a purchase today. But we left after being treated nonexisistent. (Montgomery mall, Bethesda)

I purchased a pair of light color shoes which is design for little kids as well about three weeks ago, wore it once, washed it by hand and cold water, their color changed and mixed together. I talked with the manager and then called to customer service and both told me this kind of shoes never have to be wet.
I never want to waste my money for the disposable shoes. How can I know while there is no mark on and nobody mention me?
On the other hand, normaly people use their shoes outside rather than inside so, if I am outside and rain starts falling, What should I do?
I am wondering how Zara's designers imagin shoes specially for little kids never be wet or no need to be wet.
It's more interesting that they told me we cant refund items which we cant sell it again. Wowww good policy!

So this was my first time ordering from Zara, and I am sooooo happy I did! :D. I ordered a 30$ pair of trousers, and it only took one day for them to ship. Then, only ONE day after they ship they arrive at my doorstep! Yaay :D. I love the pants, they're super cute, comfortable and affordable :). The website also has all the latest trends which I love :). The only thing that kind of bugs me is that they go out of stock quickly, but I can see why! Haha :). I will be ordering again soon!

I places an order at Zara.com on 8/16/2016 and didn't receive my item until 8/23/2016 once my items arrived I noticed that an item was missing from my package. I contacted customer service and they informed me that they would get back in contact with me within 24hours needless to say they did not call me back. I called them back and they informed me that based on the warehouse my item was shipped, they stated that there was nothing they could do about it they will not issue me a refund. Customer service was very poor and very rude.

Brentcross Zara - Stay clear you are better off going to another Zara elsewhere. I received awful customer service, and made a complaint through resolver, and all they could offer was sorry no compensation. I waited in a queue with 2 toddlers for 20 minutes to find out that I was in the wrong queue for returns, because of their very small signs. I asked them to let me return there, as I didn't want to queue again in another line for 20 minutes with 2 restless toddlers. After pleading with the manager she made us queue again to set an example as appose to reviewing the situation and dealing with it as a separate case from her generic thoughts, other customers were appalled. All I can say is stay clear.

I stopped shopping at Zara years ago for the only reason their return policy and customer service is awful. I recently received a gift for my son from Zara oh great. I had to exchange a straight exchange for size and they refused to do it. I contacted customer service and they still aren't resolving my issue or return. The item I want to do a straight exchange still has tags on never been worn it's a straight exchange same item for the correct size. It was a gift that was purchased in Europe from my in laws who didn't keep receipt would receipt even work here in Canada. They carry the item here the exact item I just need the correct size. I don't understand your policy it's ridiculous and I will continue to never shop there again and I hope to never receive any gifts from your store ever.

They try for money, but not for customers. I was going to exchange the size, but I accidentally asked for a return. As you know, returns are charged a return fee. But size exchange is free. I tried customer service at first by chatting. They said the return label has already been created, so it cannot be canceled. Then I said I had to pay for the shipping fee by reordering again. However, they said they couldn't cancel it because I had already requested a return. I just don't get it. All they have to do is cancel it and change the request to size exchange...They kept repeating that the system is so unchangeable.
It's not difficult because I asked before sending the item.
I have to pay the shipping and return fee twice.
I feel bad about wasting 10 bucks or so, but I'm really offended by your brazen attitude.

Worst customer service ever. Yeah they answer the phone and read from a paper, whatever. But I had a package that they sent to the wrong address and it was sent back to them. I contacted Zara three times and I was never issued a refund. They said that the tracking number was never activated. SO WHAT?! IT's $53.00 It was definitely sent back and they're being obnoxious little $#*!ing $#*!es about $53.00 $#*! that was not delivered to me and delivered to the wrong address. GET YOUR $#*! TOGETHER.