The service as is Terrible…. I found the size I needed in a dress quicker than they could help. And the staff acted as if I asked them to do something outrageous.

Do not shop here!

I purchased a pair of jeans and a shirt online from Zara. I've purchased from Zara before and never had any issue, but I've never had to return anything.

This time however I decided to return both of the items so I went to the store rather than mailing because I thought it would be an easier and faster way to get my money back... and while I was there I was told my refund would be in my account within a couple days.

I got a refund for the jeans the same day... but still haven't received anything for the shirt... not even a return confirmation. I've tried contacting Zara through the app a few times, even tried calling (there's no email btw) Worst customer service! I just keep being told to wait 48 hours for an email because they need to investigate the return and open a case for it. But I haven't received any email and it's been a month. So basically just took my money.

Shopping at Zara isn't terrible, just as long as you don't have to deal with their customer service or make a return.

I used to love Zara 's products since I first saw them in Spain in 2002. I have shopped at Zara in various countries throughout the world. However, this latest experience has left a bad taste in my mouth.
I ordered two pair of jeans online (new not on sale). The order was to be delivered on between 1-3 March. When I did not receive my order, even though my credit card was charged, I contacted zara.com and I was advised that the order will be delivered on 4 March. Needless to say that did not happen. After calling them 6 times to follow up, on 14 March, I was told that there was a transport incident (would not provide further detail) and I will not receive my order. They asked if I agree to a "replacement order" of the same products. I acquiesced. Later, the replacement order showed only one pair of jeans. I called for the 7th time and was told that they can not ship the other pair of jeans, which was the one I really wanted. Needless to say I cancelled the order. Let's see how long it will take for that to happen. Ugh...

I placed an order on 11/28 with expected delivery on 12/8/23 The package has already 7 days not moving at FEDEX location Contactin Zara is the worst experience, no phone number The Chat is never-ending waiting time, Facebook responds a robotized no sense no help They kept telling me to wait and as of today my package is not arriving I will dispute the charge on next Monday and never shop Zara again in my life

THIS IS THE WORST CUSTOMER SERVICE AND THEY ARE THIEVES. Beside been racist and rude in the store they didn't wanted to return my money when returning a dress because my card got stolen a week before and I needed to request a new cared. So not only i was upset that my wallet and my visa was stolen also Zara did not wanted to bring me my money back and only offer credit store. The Manager in the store was Racist and rude! Zara is the worst store and now I understand why their store have only 2 stars review.

I am a patient of a serious disease. And due to the medication I have been double up of my weight in just 3 months. Being on this dreadful disease has already made me weak and look sick and lil awful, now I had to attend an important event for which I wanted to look better, so I was looking for some better clothing coz my old clothes doesn't fits me now... After dozen of trials, I found some decent dress in Zara and coz the colour I want wasn't available in store I ordered online. But it gave me 3 disturbed and stressful nights. But nothing else... Zara sent these products on wrong courier service, I was waiting for my parcel, instead I got a mail that it's returned back... After that I kept chasing to mail services and then to Zara customer care... But they didn't were horrible... They didn't helped me with anything, even they themselves asked for few replacement, when I said yes. They gave up on that too... for everything that kept laying... I felt so frustrated and betrayed by this big brand... And end up getting sick and couldn't went out for that event.
Never order anything from Zara

I purchased 3 pairs of pants on Zara.com as my second purchase from the retailer during their Black Friday sale (11/28/2014). When the pants arrived (all the same size) i noticed that all three pairs fit differently - one pair fit, the second was tight on the waist and the 3rd didn't fit at all. So wanting to exchange the pants for a larger size I contacted Zara (who has no posted exchange policy). After 3 unsuccessful attempts to communicate via e-mail where the responses were short and did not address my questions, I decided to call Zara. The response that was echoed was: Zara.com does not offer exchanges for purchases made online. I have two options: 1) bring the items to the store where if the prices have changed I would have to pay the difference for the exchange. Or 2) return the items through the mail and make another purchase.
The nearest store to me is 4 hours away (8 hour round trip) where I would have to pay the extra money anyway, or two pay the increased prices online. Effectively a complete lack of customer service. When I expressed my disbelief at such an antiquated policy I was informed that she was the manager and nothing could be done - this is how Zara works.
All in all - the 30% off sale was a good deal and even though we're only talking $60ish dollars the principal of the matter is business is built on customer loyalty, support, and flexibility of which Zara seems to have none.

I won't order online from Zara anymore. They sent me pants with a gaping hole in the leg. I physically took them into the store (40 mins away from where I live) and the manager saw the pants and told me I would have to go through the process online. Their customer service staff aren't on the same page and luckily, I took a picture before I sent them back with the shipping label they gave me because they were just going to refund me and not send me a pair that weren't damaged as I had asked. He said if I wanted the pants, I would have to order them for $50 as opposed to the $30 I originally paid for them. Ultimately, I would have to pay $20 more for being sent a damaged item (INSANE). I was told by the first rep that as soon as I sent the package, my order would be shipped to me. I called today to check and spoke to a rude customer service individual who recognized himself as a supervisor. I have been given the run around. I understand that it's the holiday season, but this is really ridiculous. I am still waiting on a response as to whether or not I will get a pair thats not damaged.

The clothes are good design, but the quality can be increase. I used to buy some products on it's official website and the logistics are fast. Hope to buy more next time.

…I am so over Zara & Zara.com, I used to love shopping there but, their customer service is absolutely awful. I am done. I recently purchased a sweater online. I was so excited when I received my package, only to find snags in the knit and it smelled like perfume. The tag was banged up, it was CLEARLY a return from someone else. I went online to just re-order another one and of course it was not available. I went to my local Zara in Garden City, Long Island and tried to seek help from their staff. They were rude, and unhelpful. They didn't have the sweater in the store (which they made me search for myself), then they told me they were UNABLE to do merchandise look ups for sale items (btw it was on sale for $70. It cost more than 80% of their full priced merchandise) and, they couldn't give me a price adjustment. Wtf! What kind of service is that? This is not my first bad experience with Zara. It's simply just not worth it to shop there anymore. The quality of their clothing has gone down as well. It's now become just an over priced Forever 21. They have the exact same stuff. They just lost a loyal customer of 17 years. I've been shopping there since 1998, before they even had a website or a children's line. They were still called Zara International.

This is the most over rated $#*!ING store in the $#*!ING planet's. Quality is GARBAGE, Walmart has a 100% better quality. The customer service is $#*!, the stores are short stuff, and the register lines are out the $#*!ING door. Please stay the $#*! away from this brand, I shopped this brand for over 20 years, and I'm about to put an end to it.

I had the worst customer service ever in my entire life with Zara. After purchasing an item from Zara.com and after only one wear and proper wash, the threads started to coming of the trim of the cloth like crazy and simply became too out of shape to wear. I contacted the customer service, not to mention how slow it was to get an evaluation on the case, the tone of the customer service simply seems indifferent and ignorant. I sent the pictures of the misshaped item to them and it finally came back saying that the problem is not a manufacturing defect and they decided not to do anything about it. I'm totally pissed off by this as if it were not due a manufacturing defect, how come all the threads are coming off like that. Still it didn't show any empathy or understanding of my frustration. It totally blew up my mind with its customer service, as for a reputable brand like Zara, there is more to be expected beyond the styles. Any other single fashion brand in the US has done a much much better job than this and I have to say it is the only fashion brand in the US that I have had such unpleasant experience. Be careful of the quality of the product, it you wore it and washed it and it started to tear apart, they think it is your own responsibilities! I'm not a review person, but I am too angry not to share my experience with other fellow shoppers. :(

I really wanted these black leather ladies ankle boots and when I saw they went on mark down I quickly bought them! They were a little over $100, and Zara was QUICK to withdraw my money from my bank account BUT SLOW to actually process my order! It took a month of me calling sending emails joining their " chat room" to get an answer on my order. Every spokesperson I talked to said that my package was on it's way yet I never received a tracking number. Weeks went by I saw the same boots go on markdown twice Online and NOTHINGon my order. By the time they got their $#*! together and figured it out the boots were already out of stock. And all they could do was refund me. How was this MY problem?! I ordered them ON TIME WHEN MY SIZE WAS STILL IN STALK! This was the worst shopping experience and I will never do business with them again. Now I am a dissatisfied customer with no boots. Horrible.

Absolutely terrible customer service. They have opted to use a courier called Lasership which has perhaps the worst review rating I have ever seen. When I called to explain my package was not delivered I was continually told it was and literally given the same canned comments over and over again. I asked to speak with a manager at which point I was told one was not present. I insisted that this was unacceptable which is when the representative told me she could "try to find someone". When I was finally transferred the manager was completely disrespectful and condescending throughout the conversation. The company agreed to replace my lost shipment and I have still have not received it. I explained to their representative prior to reshipment that if a different courier were not used I would opt for the refund. I was told this could not be guaranteed and still the replacement order was processed next day. Very disappointing. Love their clothes but absolutely appalled at their handling of the situation.

Few cash register
Long queue for payment and return, i was in line for almost an hour
Sales associates are not friendly and responsive
Low quality and high price product

This is the worst online shopping experiences I have ever experienced. Horrible customer service. The earrings I ordered came defective, the piece that snaps in the back was missing in one and the other one didn't hold in place. I called three times and was misdirected every time as of what I needed to do finally, they told me I needed to process my return via chat and send pictures of the items. I was disconnected from the chat twice. Finally I was able to place the return and supposedly someone was going to contact me between 24 to 48 hours but it took a week for them to call me back. They said the return was approved and to proceed to send the return via UPS and to call them back with the tracking number, which I did right away. A week later I got an email approving the return for one pair, no mentioned about the other pair. I called and there wasn't any answers to why they haven't processed the other pair of earrings, did they loose them? It seems like I'm not going to be reimbursed for one pair so I literally lost my money. I'm writing this review to hopefully save somebody else from having to go through this nightmare, their merchandise looks nice but the quality is not good and the customer services the worst ever! Needless to say, they lost a customer.

My experience with the Zara in East Kilbride (Scotland) in the town centre has been disgusting the manners of the staff make me NOT want to shop there as I have shopped there for years yet they still look at you like a piece of dirt on you're shoe! I tired to take a dress back that I bought 4 days before to be told that I have wore it it and that they will not be taking it back leaving me with a dress which I don't like unworn and very angry I basically was getting called a liar by the manager which attiude stunk! Not one person in that store would want to help you with clothing or even talk to you when buying a top I will never be shopping in that store again absolutely disgusted!