I have been an avid shopper of Zara for years. Quality can be an issue but for the prices I'm usually willing to settle. I ordered a package on 12/05/2021 for Christmas gifts and was to be delivered 12/12/2021. They lost my order and I was told it could not be found? (I was still charged for this order). It was delivered middle of January. I asked to return the whole package because it was no longer needed and they delivered anyway. I sent the whole package back and they charged me for "faulty" item and said I wore a jacket from the purchase. They charged me 120$ for it and sent it back to me. I called 3 separate times to file a claim and each time I was promised a response and never received one. Now they said it was damaged and there is nothing I can do to get my money back even though I never wore the item. Very disappointed. I'm scared to order from them again. Be cautious with ordering from this website. I've also had to call multiple time to get my refunds because it wasn't logged in there system? A little concerning.

I bought my items specially for Christmas, during Black Friday saying that it would arrived between the 30 of November and the 5th of December and it never arrived, I texted Zara and there best offer was to make a refund, such a waste of time thanks

Zara has charged me $50 for a swimsuit that I NEVER PURCHASED. I brought it to the counter and when the cashier rang it up I decided I did not want it after she told me it was "ugly" and it was $50. She took it behind the counter but CHARGED ME $50. I have been in and out of the store 5 times wasting time and energy, called the customer service line AND emailed them only for them to tell me that theres nothing they can do. I am a loyal customer and have probably spent thousands of dollars in this store. At the VERY LEAST they can refund me the money. Won't be shopping here again and I'm going to tell all of my friends.

I purchased a shirt from Zara in Canada. I couldn't try it on first because the change rooms were closed. I talked to the sales rep and asked what the return policy was because I would be traveling to the US where I live and she said that there would be no problems to exchange internationally. That is the main reason why I bought the shirt. Now I am trying to get a refund on the shirt because it doesn't fit and they said I could not exchange it in the US and that I would have to go to Canada to get a refund. First of all, they did not give me the right information for return policy. Second, it is very inconvenient to close change rooms at random times. When I went to the US store, the cashier told me to call customer service and that they would send me a Mail label so that I could mail it back to Canada. When I called the number customer service says that they can't do anything about it and that I should just swallow my losses. This is not how to run a business especially like Zara. Beware!

Bought a bunch of fall/winter clothes for my 15 month old daughter.
Pros:
Clothes quality is AWESOME. My husband and I were both really surprised with how soft and comfortable all of the materials were. Shipping was very fast (over $50 was free 2-day) and living in Alaska I'm used to getting things very late. I received my items a day earlier than expected.
Cons:
You can't exchange if you paid with PayPal. You have to fully return your items/get refunded which takes 10-14 days/and reorder your items. This policy is only located in VERY fine print and isn't in the Returns/Exchange information of the site. If I had known this I would have paid with credit card, because I typically am guessing at sizes with my little one right now.

Side note- not a pro or con, just something to be aware of. Their sizes for baby girls run a little bit big for the average size baby. My daughter is 15 months old and in the 50th percentile for weight and height. She has long legs and a smaller torso. I bought all 18-24 month clothes for winter and figured they would be a little big and that she could just wear the sweaters baggy with leggings until they fit. But all of the shirts were like two sizes too big. The one 12-18 month shirt I bought was even a little baggy (and she is outgrowing all of her 12-18 month shirts from Old Navy currently). I would base your purchases based off of the weight guidelines when ordering tops/dresses (I went off height initially) and the height guidelines when ordering pants- the 18-24 month pants I bought fit a little loose, but they will be a perfect fit in the next month or two.

Zara sent me a pair of defective pants, they will not refund me or send me a new one.He offers me to return my pants, which is impossible from my country

THREADS ON MOST ITEMS WILL COME OUT AND COSTUMER SERVICE IS HORRIBLE. THEY SENT MY ITEMS 3 WEEKS LATE, REPS DONT SPEAK ENGLISH AND WILL NOT TAKE RETURNS WITH RECEIPT! CALL CC AND CANCEL. THIS GARBAGE COMPANY WILL GO OUT OF BUSINESS SOON!

I ordered items online from Zara's website. I called Zara several days later to check delivery status because status did not update on the Zara website for a few days. Zara gave me the tracking number. I called the shipping company Zara uses called 'Better Trucks'. They had the tracking number, but not the package 'yet'. A day later, Zara issued a refund. I never requested a refund, I just wanted to know where my package was. I called Zara's Customer Service (CS). CS would not give me the reason why the package was not delivered, only that a refund was issued. CS said I could reorder if I wanted to. I asked to speak to a supervisor. I was told 'No'. I asked could they reship. I was told 'no'. They said I would have to go through the process of purchasing again. I asked when the customer has been wronged, at no fault to the customer, does Zara do anything to make things right? They said 'no'.
When purchasing online from Zara, please keep in mind, Zara does NOTHING to make things right when the customer has been wronged due to no fault of their own. This is a classic case of Zara doesn't care about satisfying the customer. Buyer beware!

Appalling policy and customer service!
Would have given 0 stars if could
Submitted a return request within thirty working days of delivery,as the goods did not fit despite ordering my size! So Zara s inconsistent sizing strikes again.during that latter I had been on holiday which I explained to Zara and have a full-time job with two children after several days if trying to return online I contacted Zara who told me rudely that their decision was not accepting return as outside the 30 days - explained the above and that the drop off point is only open weekdays, also explained their policy not clear as DOES not stipulate whether it's working days or not. I suspect on other occasions they allow returns but still said No as my reason wasn't good enough. DO NOT buy online with Zara they have poor customer services policy and clearly have an opinion that they are such a big company that losing one customer is not of any consequence to them.I am now stuck with a crappy poorly made jumpsuit that would just about fit a 14 year old stuck thin teenage girl ( despite being labelled large)

Will be sticking with retailers that actually believe each customer is of value - poor poor customer service

Customer service is useless! They offer no help for whatever concerns or issues you have. They also charge for shipping but offers unreliable shipping service from low budget companies.

Purchased six items just over two months ago now. Only one arrived, my account said 'partial delivery' which I assumed meant the rest would be with me shortly. After a few days of waiting I emailed Zara to let them know, they got back to me two days later stating that my items had been lost in transit and had also gone out of stock. But they could send me the one item they still had and refund me the remainder of my money. Getting them to send the item back went on for weeks with emails and a phonecall. And I still haven't had the available item sent back to me. I was given a full refund for the six items three days ago and rang up to query why my one item which was in stock was not sent. Apparently the stock is low which stops them from ordering it. Information I yet again had to ring up and find out for myself to be told I was issued a refund that would show up in my account shortly. I was then given a phone call by the team the day after I had rang up to check on my case to be told I had been given a refund for the six items, requesting the money for the single item which was delivered back. So they can call me directly to get money owed to them, but they did not call me once to let me know that my "order was lost in transit" or send me back money owed to me sooner than two months later.

I love Zara's clothing, but their customer service is beyond appalling. I placed an order in January, which I never received. After I contacted customer service, I was finally able to find out my items had been lost in the mail, fallen off the truck, etc. Two more phone calls and a webchat session later I find out they will not be able to replace anything from my order (3 pairs of pants, 1 pair of shoes) except the shoes.

They send the shoes and they are sadly just not what I expected, so I decide to return them. This turns out to be impossible because they are not correctly linked through the online system to the original order. So, I print out every online receipt, order page and piece of information that I have and mail it all together as a return.

That was over a month and a half ago and I still have not received a refund. When I try to contact customer service via chat, they tell me I should be receiving it in 10-15 days. But, that was three weeks ago at least. Today, I tried to follow up and they told me there was nothing they could do and immediately ended the session...

So frustrated. Great quality and style is nothing without good customer service :(

I ordered a coat and was instead sent a dress. I called to find out what had happened with the coat I ordered and was basically told by 3 different people that they had no way to find out and there was nothing they could do. So I printed out the return address, boxed up the dress that was mistakenly sent to me, drove to the post office and shipped it back. After all that, they still weren't even going to give me refund until they received the item. It's absolutely ridiculous for a company to mess up on such a huge level and offer nothing as compensation or explanation. Not to mention, every single customer service agent I talked to, both on the phone and through their facebook page, were beyond rude and unhelpful. The people writing from the facebook page straight up ignored things that I said in favor of copying and pasting canned responses and a manger I spoke with on the phone told me "well you could just have the post office pick it up" when I pointed out how inconvenient it was to have to mail back the incorrect item. I will never shop with ZARA again and will warn any and everyone to do the same.

Can't believe how bad your customer service is! I did love shopping with zara but now ive realised how bad your company is considering your a massive company you think they would be willing to help your customers. I went on chat for over an hour to get no where constantly to be run round in circles with no help. Chat being cut of after a while and they take so long to reply to your message the time runs out for then to only ask for your name address email and order number again for the 5th time!

I ordered a lot of bits for my daughters birthday so payed for fast delivery to get it in time got a message saying package was delivered we were all at home but it wasn't delivered they must have gone to the wrong address. So contacted zara to see how to resolve this and because I have other big parcels from zara on the way to me I don't want this happening again so contacted to ask if i could have all my parcels signed for but they said they can't help me. Absolute nonsense they are losing loyal customers it seems. Can't believe I've never looked in to zara reviews.they are such a bad company!