They will simply read the policy that call back in 72 hours, receive email 1 hour, return process in 10-14 business days, supervisor call back, but get no feed back within those time frame. Case number *******, please don't tell me you will contact me in 24-72hours. I tried for a month now. Call in multiple times, no one called me back or send me the email or process the return. Customer service should be provided when customer have time to call you, not wait for you to call back. We have jobs and things to do. If keep making mistakes in returning or providing actual customer service, you should close those department and let people know you can only do physical stores. 80% of the representatives cannot even understand my problem and not helpful at all, try to created duplicated case or ask for something i already told them over and over again in the beginning, can't find my case, can't understand the situation, simply told me return takes 14 days. Wasted way too much time with them for a loss of $100. Never had any experience with other business. I am shocked there is such unprofessional things existing, and it's from Zara!

I ordered a white chiffon blouse that was shipped to me with make-up stains on the front, neckline and
Sleeve. My one and only experience with Zara was less than pleasant. As a warning to others: they are inflexible and unaccommodating with their customers. To add to their poor customer service, they have few brick and mortar stores in the US, leaving you to likely play phone tag or utilize the Live Chat function with robotic customer service reps. After contacting customer service regarding the stain and to request a return shipping label, the customer service rep required me to take photos and send them via chat message to show proof - understandable. I then had to follow up two days later because I had not heard back from Zara, and was told my claim was declined because there was nothing wrong with the manufacturing of the product, even though they shipped a stained shirt to me. Travelers beware - they are VERY strict with their 30-day return policy. If you travel for business, like me, sometimes it takes a few weeks to unpack your mail and they will NOT budge on their policy, even with damaged items.

Mess up on my online order I place In the store with a associate after I wrote down my correct mailing address for her to place in the system and still the associate put in wrong address due to the incorrect address entry The package was send to their warehouse and Zara customer service over the phone told me I will have reorder or get my money back in store also they stated to me that my miss Fortune with dealing with ordering online in their store to use be as a Guinea pig/ training tool and Zara customer service over the phone is every argumentative also and LIED and golden me I could reorder them again myself online and when I went to order my size it was not available then I place back to Zara over the phone and the customer service report stated to me that he had empathy or sympathy towards my situation he doesn't have any feelings because he can't give them due the mistake of both their in store and over the phone behavior

I ordered a pair of cute boots for my 8 year old daughter. She wore them for month in a half and the zipper broke. Assuming it's not a big problem and zara will take care of it since the boots were not even worn for one season I called. Was told to take pictures and file a claim. 2 weeks later received a call from a zara rep saying that they are unable to exchange or return because it's normal wear and tear and not manufacturer defect. So I'm out $90 and had to buy a new pair ironically from zara again while I waited to hear back I saw another cute pair. I assumed they will stand by their product and take care of the problem. I have a box that came 2 days ago of clothes my daughter has not even tried on. $260. All will be shipped back first thing tomorrow morning. I have a pair of dress shoes on order for my husband will return as soon as I get them. Will not recommend anyone do business with a company that has such a terrible return policy for obviously defective merchandise. There should be a disclaimer on the shoes they sell..."will last for 2 month only" or "wear on Sunday's only, not for everyday use". Will never buy from zara.com again. Nordstroms has the same prices but I've never had an issue like this with them. I'm shocked.

If you are looking for cute, comfortable clothes that you can buy at an affordable price, Zara is the place for you.

I ordered two shirts off of Zara in preparation for an upcoming job. I needed blouses that could be used in a professional and casual setting. The site was very user friendly and extremely easy to navigate. Once I found the blouses I wanted, checkout was easy as well (credit and PayPal accepted).

The blouses arrived in 4 business days, which is in agreement with what they offer as standard shipping on the website (3-5 business days). The clothing size chart offered on the site was very accurate as well. Both blouses fit me perfectly I would recommend measuring your bust, and shoulder width to ensure an accurate size, as that is what is used on Zaras sizing chart.

The blouses were delivered in nice packaging (cardboard box, with the use of tissue paper as wrapping) and there was no damage done to the product during the shipping process. Throughout the shipping process, I was also notified by email when my products were packaged, shipped, en route, and delivered.

I was recommended to this site/outfitter by several people and let me tell you, they do not disappoint. I was able to shop conveniently for the product I desired and breeze through the payment and shipping process. The clothing on this site is very affordable as well. I would recommend Zara to women of all ages looking for casual and professional attire.

Beyond bad! Would rate them -100 if I could. Ordered from Zara online twice: The first time they shipped it almost three weeks after I placed the order, but the real charmer was the second time, when the package didn't arrive and they refused to do anything about it for days. First they said they'll refund me, but since I never got any email confirming that I contacted them again, and oh! Behold - turns out they weren't going to refund me and they wanted to "inquire" the "matter". Then no one reached out to me for 4 days and then they said they sent it again. No tracking number, no courier details, nothing. When I insisted, they just gave me the tracking number of the package that got lost. I really don't know what to do if this one doesn't arrive. Just lost over $100 and a lot of time on the chat and phone with them. REALLY, SERIOUSLY bad customer service. What's the point in making customers feeling like criminals? As if all people do is buy dresses and then lie about it. Shameful and completely wrong, especially for such a large brand.

Wished there was a way to give negative stars for the review, a one star seems to represent this company is worthy of any positive recognition. HORRIBLE, HORRIBLE, HORRIBLE company - bought a pair of underwear, wore them for 15 mins, they ripped, took them back and was told since they were worn they would not refund or exchange them. The store manager screamed at me, customer service was on the side of the manager, called the NY corporate offices and was not allowed to talk to anyone --- was told if I had a problem call their customer service line --- company DOES NOT CARE about the customer. They sell $#*! quality clothing --- DO NOT BUY FROM THIS COMPANY --- SERIOUSLY HORRIBLE COMPANY!

I really like zara clothing, but will never purchase items online. I've order 3 items for my kid, the package was shipped apparently, but it never arrived despite the fact that they claimed it has. I genuinely have not received the package! So they went ahead and told me that they'll reship the items again. A month has passed and nothing arrived. I called and an actually nice representative apologized and said that the person didn't go through with fully processing my request. So one of the 3 items was now out of stock, and was refunded back to me, but the other two were now supposed to be shipped shortly. A month passed and once again nothing has arrived, I also haven't received any emails or phone calls. I got concerned and gave them a call because I wasn't sure what is going on, only to have an extremely irritated and rude representative bark out that all of the three items are now out of stock, and when I tried to explain my situation she continued dismissing my questions, and wasn't even trying to listen at was actually trying to find out. It's ridiculous, the company should really look into whom they hire!

Recently ordered many things through the site. There was full online support from start to finish. Things came even better than in the photo on the site. So I can definitely recommend them!

I have never received worst customer service. Their website states "Free Returns." and as a trusted and loyal customer to Zara (internationally) I ordered a large sum of clothes online and a few of the items did not fit. I was blind sighted today when I walked into the Zara store at Mall of America and was told that they can no longer accept my return because it has been just over a month. They informed me I should call Zara. I did, and I spoke with the supervisor and was told robotically 100 times the same pitiful answer. They were no help to me and extremely unwilling to help me get in touch with somebody who could actually assist me and my concerns. I was told it is absolutely impossible for them to take back my clothes, and that I can't even receive store credit. But I've worked for retailers and it is always possible to override the system when necessary. I am sickened by their incapability to assist loyal customers. I once trusted this company, and now I feel as though they have stolen my money. It is simply ridiculous.

I recently had an unfortunate experience with Zara that has left me feeling extremely disappointed. From the quality of their clothing to the level of customer service, my encounter with the company has been far from satisfactory.

First and foremost, the clothing quality fell far below my expectations. The items I purchased displayed signs of poor craftsmanship, with seams coming undone and fabric that quickly lost its shape after just a few wears. It's disheartening to invest in clothing only to have them deteriorate so rapidly.

Furthermore, the customer service I received was subpar. When attempting to address my concerns, I encountered unhelpful and dismissive responses from the representatives. Their lack of empathy and unwillingness to assist left me feeling frustrated and undervalued as a customer.

As a result of these experiences, I am hesitant to continue supporting Zara as a brand. Consistency and quality should be the foundation of any clothing company, and unfortunately, Zara has failed to meet these expectations.

I genuinely hope that Zara takes this feedback seriously and works towards improving their product quality and customer service. There is room for growth and development, and I believe that by prioritizing these aspects, Zara can regain the trust of dissatisfied customers like myself.

In conclusion, my experience with Zara has been disappointing, with subpar clothing quality and unsatisfactory customer service. I hope that the company takes steps to address these issues and prioritize customer satisfaction moving forward.

I was a loyal shopper of Zara online for years. I bought some items last month which I made a partial return. They claimed they never received 2 of the items I returned. They "searched" their warehouse and then said they would close the case.
After years of MY loyalty, I am shocked at how they could just shut me down like this.
When I returned the items I noted these 2items were not in the paper receipt in box but I noted them as being returned on the online return request. Honestly I think they have a thief/dishonest worker in their warehouse.

UPDATE- 8/2015
I escalated my complaint to corporate as I was still bitter with the experience esp since I knew I wanted to continue my shopping relationship with them but for that to happen this situation needs a resolution that I find satisfactory.
Luckily, through my letter I was able to get my deserved refund. Now all is well.
So I add some stars back to their rating due to the (actually prompt) response from the headquarters regarding the matter.

Zara sent me the WRONG item, made ME bring it to the UPS store, I was told I could call them when I dropped it off and they would sent it right away. 3 days later and still no email confirmation, I decided to call and they now are telling me they have to wait till the package I sent is recieved then they will send correct one. The item I bought is on sale for $30 off and as a retail associate myself, the right thing to do to compensate for THEIR mistake would be to reward me the difference in the form of a gift card. All I have been told is "sorry" and misinformation. Horrible.

I returned a bunch of items within a month of purchase and Zara never refunded me. I have been attempting to get my roughly $400 back for the last 4 months. The Zara representatives I have spoken with have been indifferent, unprofessional, and wildly unprepared to assist with the issue. They keep transferring me from one representative to the other and making me wait 2 weeks at a time between replies, at which point they call and leave a voicemail claiming a "case update". Every case update is the same -- they "require more information" and ask me to wait another 2 weeks to hear back. During the last call, one Zara representative said, "Why don't you just stop trying? It's not that much money..."

I was contacted by a lawyer working on a case against Zara focusing on missing refunds. Seems I am not the only customer Zara has done this to. I'm not sure what choice I have at this point but legal action.

I'd suggest only buying Zara items you're absolutely certain you want to keep. To the rest of you, best of luck getting your money back...

I ship with Zara a lot but when I went on vacation I bought a dress and I didn't like it so when I came back 30 days later I wanted to return it for something else and they told me it was to late really? I went on vacation people I wanted to exchange not return but the girl that took my call said no your to late you have to keep the item ok no problem I will keep the item and you lost a good customer I will never shop here there are many other stores with better customer service.