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!

Had an unauthorized purchase on my bank account from Zara. I contacted them immediately when it went pending. I have never shopped Zara. They opened a case. 6 days later the items ship to whoever ordered them fraudulently and Zara shipped them and charge my account instead of stopping the order day 1 when I called them. They refuse to credit my account. It has been one greedy excuse after another. HOW DOES THIS PLACE STAY IN BUSINESS! BEWARE OF THIS GREEDY UNTRUSTWORTHY COMPANY.

My son purchased a pair of distressed slim fit jeans with patches. Washed prior to wearing, ALL 4 PATCHES FELL OFF! Apparently they were glued in, and poorly done at that. When I contacted customer service, they reviewed the situation and 2 refused the return, telling me it was my fault, that the jeans were to be hung up to dry... THEY'RE JEANS FOR HEAVEN'S SAKE, NOT A SILK BLOUSE! Customer service was useless in resolving the situation. I will encourage my son and his friends not to purchase from this website or store again.

Was sent order confirmation but no eticket, store refused to allow me to return without e ticket even though e ticket never received have spent 3 hours in store and on phone
E ticket not coming to email but receiving emails from all other sources said sorry
Cannot send eticket in mail, you cannot return items out of luck store cashier extremely rude, really bad policies everyone with problem fill out complaint to better
Business bureau, should do class action lawsuit policy discriminates older non tech savy customers, if you do not have a home printer or an I phone impossible to return online orders

Rated 1 out of 5 stars
I m Zara's regular customer and do…
I m Zara's regular customer and do shopping a lot at Zara for myself and my family.i was in London today so I thought why not go and have a look in Zara,so I went Zara (Oxford street) and it was Very disappointed and insulted visit for me.i picked some shirts and mean while I noticed that security guy is keeping eye on me first i thought it just my assumption,so ignored him and keep looking the stuffs.i picked some nice shirts but unfortunately when i saw long que for the try room I dropped the idea to try and went to the nearest mirror and tried one of the shirt on my top to get an idea of the style n size but unfortunately it was look too big on me so i hanged back the shirts and walk to the exist.by the time i noticed that same security guy was still following me and when i was just to exist the store the other security guy who was standing near the door asked that security guy in sign language by pointing toward the customer in front of him so I turned back and I saw that he was pointing finger towards me it was so insulting that I can't imagine it.i was very upset and angry that I straight away pointed him that you are following me and now you are pointing finger towards me like I m a thief or something and he was like it's my job and you can't say this to me I was very angry and I left the store.Zara is a big name brand and if there security treat the customer like that it's very disrespectful.he don't even apologised.I m so shocked and upset that it ruined not only my mood even it upset my whole day I went back to my husband office and I told him.he asked me to go back store with him and we will talk to the store manager but I was so disturbed with all that I said no as I don't want to see that guy again who had no respect for customers.

I returned both items, indicating I would be doing so when I filled out the return info online. Both were in the box, and I was impressed that they issued the refund so quickly after I put the box in the mail! Oops--they gave me credit only for one item (the cheaper one, as it would happen.)

I called the customer service line and was happy I got to a real human quickly, but she was not at all apologetic or sympathetic. I did not have access to the tracking number, and the order #s were not sufficient. She made it seem like I was totally irresponsible for not having the tracking number ready.

When I finally found the tracking number, I called back, and he explained it would take about 14 days to process. I have NEVER returned items and had them not locate what was in the exact boss. I understand mistakes happen, but for a simple one like this, there should be an easy fix. A better company would have immediately issued a refund to guarantee a happy customer. Instead, I will wait on pins and needles to see if the refund goes through.

Another issue is that the site doesn't usually post dimensions of its products. I ordered earrings on a whim, thinking they'd be a certain size. The earrings were GIGANTIC upon arrival, though. There was no description indicating how big they'd seem. Adding product descriptions would be a simple enough fix for the web producers.

Won't be shopping with them again.

I JUST went to the 52nd street location. With intentions of walking in & buying any random black pair of shoes. To find out that I can't even go in with my EMPTY Starbucks reusable cup. The security guard insanely asked me to put my cup that I put on my lips. On the floor outside the store. Like I'm not human! This store honestly just disgusted me. & I doubt I'll go back in there any time soon. The store i thought was my favorite store expected me to be an animal to place my EMPTY RESUABLE CUP ON THE STREET FLOORS. I showed her it was empty and explained I can't throw it out because it's a RESUABLE cup. & she still didn't allow me in the store. On the good side. I saved money but it's sad. I feel like an animal to them. & their honestly just losing sales this way! So disgusting. & I work right next door to them... just sad.

The salespeople were cold and they don't even recognize the customers. No hello, good-bye or thank you! I felt like I was bothering them shopping there.

I purchased black trouser from Zara online and they faded after one wash!

I tried to return the item instore but they were unable to process the return as the computer system would not accept it. I was advise to contact customer service which I did and a case was logged for refund on faulty item. The CS agent did not take down the details correctly even though I mentioned the issue numerous times and this is the response back from zara: -

Thank you for contacting us.
In reply to your email, we would like to advise you that you have 30 days from the shipping date to return or exchange your orders. We would like to remind you that for future purchases, you are able to check the date on the electronic receipt of your order.
In this occasion, we are unable to process the return as the return period exceeded.
For any other queries, please visit the Help section on our website.

At no point has Zara CS requested pictures of the faulty item, so how can they make a decision not to process a return on the the FAULTY item if they've not seen the state of it! Zara return policy for faulty items is 2 years and my purchase was made June 2021.

I called CS back and it's like speaking to a robot, apparently once a decisions on a case is made by the support team it cannot be overturned! This was quoted numerous times on the call when I tried to explain their reason for rejecting my faulty refund claim was not valid!

Extremely disappointed with Zara customer service.

Note: Picture attached taken next to a black bag which was the original colour of the trousers, shows clearly the colour has faded!

I wish I could give them 0 star!
I placed an order the first day of Zara' sale on 12/26/16. I received the order confirmation email. I received another email a week later that the order has suffered a 24-48h unforeseen delay in the delivery. On 01/07/17 I received another order confirmation, explaining some items were sold out and they are sending the available items(The sold out items will not be available anymore!). Again I received another email on 01/09/17 the order confirmation, stated that due to sales some of items were sold out!
Again on 01/16/17 they send me another email, apologised for not sending my complete order as some of items were sold out. Anyway, my 19 items list shrinked to 10 items list and there is nothing that I can do. I called costumer service and they apologised for my experience and made a note. That's all!

Bought a few things from Zara and when items arrived, decided to return a pair of boots, and 2 shirts. Filled out the return form and used the boot box and stuffed the 2 shirts and return form in there with the boots. Dropped it off at UPS and then when credit arrives on my credit card, I was refunded for just the boots. It has now taken months of them researching only to be told that their returns department finished their investigation, and I'm only getting credit for the boots. Complete BS. I tried to ask them to find the return form as that will note all the items that were included in the return. I'm being told that is something they cannot provide me. DO NOT BUY FROM ZARA AS THEY WILL RIP YOU OFF! I should have known that Nordstrom is the only way to go. No questions asked on returns and the customer is always right.

They now give you a QR code making you have to wait in line at the post office for the post office to print a label! Like i have better things to do. I even called customer service and they couldn't provide me with a normal return label that i could affix to my box & drop off in the box at the post office after hours. I work all day people, i don't have time to wait inline at post office for a return label! I'm done with Zara, boycot Zara!

Latest marketing campaign that jokes about innocent lives of people in Palestine is a huge disrespect and inhumanity that is made by zara. Therefore I WILL NEVER EVER AGAIN BUY THERE. Zara BEG FOR PEOPLE FORGIVENESS!

Zero customer service. Waited 25 minutes in the return line that had no dedicated cashier only to find out they serve us when the purchase line is done. Then the girl was rude and refused to return one of my purchases because it apparently was missing the laundry label on the inside of garment. Same girl refused return to lady next to me for similar reason. Manager also refused as she stated she can not sell it without that label yet THEY HAD NO ISSUE SELLING IT TO ME IN THAT CONDITION. Shop at your own risk, check every piece inside and out because they will find a reason to refuse a return.

I purchased a dress from Zara online. I returned the item as I found it too small. I did open the package but never tried the dress and packed it back into original paper packaging. Two weeks later received an email that they will not refund me as the dress has signed of using. Impossible as I never even tried it on. Contacted Customer Service via WhatsApp as they do not have contact line. The customer service was highly unprofessional as they were ignoring me when asked for reports from our conversation and pictures of labels confirms that it was the dress which I have send to them. Also, they didn't want to provide the name of the person I was talk with. They send me random picture of the dress with black stain. It is not proving that I made the stain which I didn't as I didn't even wore it. It could be damaged in the warehouse or during the delivery. Now they are sending me only automatic messages how sorry they are but they won't refund me for the dress. They claims that they send it back but didn't want to provide the tracking number etc. now they sending me damaged dress without the refund. Highly DO NOT Recommend buying anything with Zara. They just causing the problems, customer service doesn't exist at all. There is no contact line that you can speak with real person. They just send automatic replies. AVOID ZARA!

Appalling customer service and returns policy! They don't deserve to be in business! I just went into store to return 2 Christmas presents as unfortunately they were slightly too large. I tried to choose something in the store but unfortunately nothing today took my liking. I therefore took my two items and my gift receipts to ask for them to be returned and the balance placed on a gift card. I was informed by the store manager that a gift receipt would not allow exchange onto a gift card. I therefore called the person who had brought me the gift to get the original receipt (which is frankly embarrassing) however the manager then informed me - even with the actual receipt the exchange could only be put onto a Zara voucher (not a gift card) and that the store do not stock vouchers over the Christmas period intentionally. The worst of it is that they put their poor staff on the frontline having to deal with the awful policies management make - which shows how little respect they must have for their customers and their staff.