On holiday in Sydney and had a shopping day with my daughterinlaw. We don't have Zara in Auckland and after shopping there in Sicily a few years ago was looking forward to the experience again... I couldn't have been more disappointed! The quality of the clothing was terrible! What has happened to you Zara? Gone are the days of been a great shopping experience with good quality clothing at a resonable price. Someone... bring back the old Zara!

No reund on the retrun and noone to speak to.
Webchat feels like speaking with Robot, and times-out before you can get enything said. I never recieved £112 refund, but it's just not worth the bother to pursue... How frustrating...

I received a tunic as a gift from my husband. I went to the store to exchange it for a different size. The tunic was unworn with the tags attached, and they had the other size in stock, but refused to do the exchange without the receipt. My husband sent it to me and the following week I went to exchange the tunic. I was told that it had passed 30 days and they couldn't help me. I'm left with an ill fitting item that I'll now re-gift to a friend. This was the first time we purchased anything from zara and will absolutely be the last.

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.

I bought a shirt at Square one in Toronto. Before wearing it i did hand wash using cold water, and no dryer at all. The result is that now, it is so small i can't wear the shirt. I bring it back to the store and i was treated like $#*! by the staff. No employee at the store had a smile, everyone work there like if they have no choice. I was told to call customer service to do a complain. Cust service told me after one day that they cannot exchange it nor do a refund because this was washed. My understanding is that i had to know in advance that i bought a PoS shirt and that i am not allowed to wash it, even if it is done according to the instruction. I don't mind about the 50$, it is a full lack of respect from Zara. Who want to buy a shirt 50$, wash it, and put it the garbage without wearing it? Bottom line: Store is $#*!, client service is $#*!, staff is $#*!, clothes are $#*!.
STAY AWAY - RUN AWAY - BAN THIS SPANISH STORE.
Anne

I order a fall collection for my daughter on line and loved it. I also purchases clothing at stores in holland. I placed a spring order of $500 dollars and washed the items after my daughter tried them on. They shrunk! Shrunk ALOT! Over one inch all around. The items shrunk a whole size. Especially the pants and leggings. So needless to say the pants dont fit and they wont take responsibility for it. Terrible customer service after numerous emails. Sending photos. Delayed respinses. A week and half later to tell me NO sorry!
NO sorry no more zara for me!

It's super bad, 1 star is too much for them, they should have zero star
Zara took full amount of money and upon delivery one of the boxes were missing. Their online chat is the worst not helpful at all, no well communication and no follow up on ur case and their customer email is the worst, I made a complain (multiple time) no one have replied back to me to check (I believe no one checking it) even they don't have auto reply. And not only that, they didn't know the mistake have happened from them or the courier (Aramex) which later found that Aramex delivered only 2 boxes and since 2 weeks I am following up with them till now I didn't get my items (7 items were missing)
Don't ever order online from Zara, their customer service is the worst, and don't order from a place they deal with Aramex (v bad courier service)
If Zara is not ready for online shopping, I don't know why they have started (maybe only to make us suffer)

I have written to Zara three times now since 19/04/17 and still have not received a reply. I attempted to exchange a pair of faulty ladies jeans at 'Zara' Garden City, Perth. Initially staff were very understanding and agreed that the jeans were definatly faulty with rips at the corners of the rear pockets, belt loops, and then finally, a large rip at the seam rendering them unwearable, all after just four weeks since purchase. When I could not produce proof of purchase due to the jeans being purchased as a gift via a gift card the tone changed. All of a sudden it didn't matter that the jeans were faulty and there was nothing they could do to help. This is not acceptable, all I requested was a replacement pair (not a refund), as I just assumed the original pair were faulty (Trafaluc Denim Makers).

I've been shop with zara so many years the quality and design is perfect, but this is the first time I made an order online. I placed an order on june 4th with standard shipping in 2-4 business days. Until june 14th I NEVER RECIEVED any email about my shipment, and they're already charge in my bank account. If the product got delayed or out of stock, at least they have to send me the email to notify. I dont mind to wait, I did made a call on June 10 to ask about the shipment, they told me its got delayed. Im fine with it, still waiting until june 14th i Called them again. And they told me will make a refund for me. Two hours after the phone called i check my email and didnt recieved any notify email about refund. This is 21th century, please send us an email if something change!

Ordered xmas gifts for children living out of town in early Dec. Got confirmation they shipped and some NEVER did. Called after learning from kids they never received and zara did confirm some never shipped. THEY FAILED TO TELL US THIS IN DECEMBER WHEN WE PAID. This was in mid January. They offered a refund which we are still waiting for... but we could have easily not figured this out and assumed our kids got the gifts. What a total scam. Order gifts, pay for them, get confirmation from THEM they shipped and they never did. Then no notice from them they didn't ship. RIP OFF OF A COMPANY. Will never shop there again. They should be closed down. Owner richest man in the world... has company robbing customers.

This is the fourth and last time I buy from Zara. They NEVER NEVER deliver on time, and if you call or chat they only say that "you will get an email when your package is ready and the carrier gets it". They NEVER commit to a date or service level. Beside their call center is apparently run by non-native english speakers, and is very hard to understand what they are saying, not to mention the long wait to get someone on the phone.

Order a pair of the same pants in 2 sizes. Tried on the larger of the two sizes and the pair fit, so I initiated a return for the smaller size. Returned the item within 2 days of receipt. Zara is refusing to refund me. They sent an email stating that the item "showed signes of being worn." I never took the pants out of the box, so this is just a lie. I contacted customer twice to request to speak with a manager to dispute this. I was told that the decision would not be changed and I could not be transferred to a manager. Zara has lost my business and I am making it my business to tell others about my experience to save them from being scammed by Zara.

I ordered 2 shirts from a sale they recently had. I got a confirmation email and everything, expecting my order to come within a week. Well, that week passed and I got an email saying my order was cancelled because it was out of stock? How are you going to sell something that CLEARLY wasn't out of stock when I ordered, and then tell me, a WEEK later that I can no longer receive them? Granted, the person I talked to was quick in his reply, but to tell me that my order "was never wrapped and shipped" is completely unacceptable. If something is out of stock, DO NOT let someone purchase it only to tell them it's not for sale anymore! Don't buy anything from Zara online, or Zara for that matter.

Terrible experience on two recent orders in Montenegro. After going beyond 1st order scheduled delivery, I saw that delivery was attempted a few times unsuccessfully, but with no email, message, or anything advising or enquiring about additional information. I had to contact customer care first requesting an explanation, to find out that the delivery was potentially late due to inputting a Serbian number (being from Serbia, having SRB number only) instead of a Montenegrin number. I have provided an additional Montenegrin number for the 1st order and asked for a 2nd one to be canceled, due to the entire hassle. As the request was out of cancellation policy, I have underlined then to use an alternative Montenegrin number for 2nd order as well. Outcome: The first order 03/6–4/6 still not delivered; second order was delivered; the courier has not used the provided Montenegrin number, but Serbian number via Viber. When requesting a delivery refund, customer care has advised that no refund is available due to the wrong number input and informed that courier is not obliged to use Viber upon delivery. 1) The Zara ordering system does not disable other country dialing codes. 2) Montenegro and Serbia have an agreement on the same tariffs for mobile providers. 3) With technology development, I would not say that app contact would be a problem for delivery service, neither clear info on this topic is available on the site. 4) Delivery status did not provide clear details of the problem, to be able to act accordingly. 5) The chat option technically very poor - not able to see history, problems with the scroll bar, response waiting time long, and info provided is not brief and complete, but have to contact on a few occasions to clarify the situation.

Zara is a great place to get clothes and more but that changed me my sister and 2 daughters saw a fitting room and went in this is in the children's department the manager came out of the door and rudely raised her voice at me. I said to the manager "my daughter has the clothes on we're going to and she has her other clothes on. The lady was rudely raising her voice at me I am very upset and very mad. This other guy that worked there took the lady's side was looking at us while my daughter was changing and did not do anything did not say anything. My daughter was very scared and scared to shop there because of the incident I am very mad we did not do anything in this little incident I am very disappointed I love Zara there clothes are so cute but this is not nice. Also when the lady told us to go downstairs to the other fitting room in the womens department when we went down there IT WAS CLOSED this is not nice thanks alot.

What ever happened to customer service like being greeted when you walk into a store or the sales person is willing to be helpful. My first experience at Zara was in Paris before they opened stores in the US now it's my last resort to buy a simple outfit because their customer service is the worst. I can't say that about every store but the worst store is Century City Mall. The store manager speaks to customers as if she is angry with a nasty attitude. You can barely find a person to help you and if you do most of the time you can't determine who is a sales associate versus the customer because no one wears a name badge and if you ask their name or if they work their they refuse to give you any information. WOW what happened to Zara's philosophy of serving the customer now they have become so big the customer is just a number because they hire unprofessional people to represent their stores. Zara has a great concept with clothing knocking off designer styles and manufacturing clothing for those who cannot afford to buy Gucci. Versace etc but once a retail chain starts to treat customer with disrespect they will eventually become unpopular and pretty soon their numbers will shrink and people will move onto the next best thing.