Worse experience I have ever had in my life. I just bought my son a coat, washed it once and ruined. I washed it in cold water and all the inside balled up. I didn't even dry it thank god! Probably would of went on fire! I messaged customer service for them to leave me hanging. Called 800 which asked for pics. It won't show in the pics so they escalated it to a different department. Got a email next day requesting pics. Called back 800 and guy says they need pics. I told him you can't see it in pics and it has to be touched. He still insists on pics. I ask for a supervisor who I'm told I have to wait THREE days for one to call me. All I want is to exchange the item. Mind you I just ordered two other coats for my other kids which will now be returned. Items are trash and so is customer service. STAY AWAY FROM THIS COMPANY. RIP OFF

Very disappointed! It's not the first time they mess up my order! Called in waited 2 days nobody called me back, called again and was told that they will not ship my missing item or either refund me, because they shipped everything.
So I guess I'm lying? What? I just think it's not fair to paid for someone mistake. Very upset! So if you buy from them pray for not having a missing item, otherwise you will end up like feeling robbed!

I would give no star if I could. Never received my package and they don't want to refund because they "claim" there was no error found during the shipping process. I work from home and if the driver rings the bell, I will go out to pick up, but if they simply leave it outside, the package will get lost. Common sense for people live in city! So now, I end up paying for over 100 dollars for nothing. No money back, no package. Shame on you Zara!

I ordered $400 worth of merchandise which was not delivered to me and they claimed it was with nothing but a tracking number. Not signed for and no picture. I had to dispute with my bank to get my money back. Terrible customer service. This company has no integrity.

Ordered a dress online and it was shipped without the tags on and dress was damaged - had about 3 snags in the fabric from the built in belt. Brought to nearest store to return. Eva at the Robson store in Vancouver was the most unhelpful and had no common sense. Showed the exactly same dress off the rack from the store, with the exact same problem of snags. Eva, another manager who was more interested in chit chatting with her friend and an online rep all refused to acknowledge that their merchandise is defective. Have pics to prove, wish I could post here. Their shipping slips does not disclose their store policy. Basically if they ship you damaged products, you're on the hook. I lost $50 but will never shop at Zara again. Eva can rot at Zara to help rip people off. Buyer beware of the thieves posing as customer service reps at Zara.

Some of their stuff can be a bit pricey, but the quality is usually really good and the service is great. Recently I went in with my boyfriend and got a nice red puffy jacket which looks perfect for going out to restaurants in Winter. You can find some great stuff here but I recommend going when they don't have sales because sometimes it can be packed during busy days.

Don't buy online. They make it impossible to get a return label and then when you call and wait an hour to talk to someone, they tell you the return window has closed. Really? They go by the date that they shipped the item, not the day you receive it. So because of holiday shipping delays, my return window was like 2 days.

I had problems with Zara customer service before, where they would receive my return, but not give refunds. Now, I never received my online order. I have called everyday for the last week, they give you promise that someone will call you back, and no one ever does. They now saying that I received my order, and yes it's unknown where it delivered to, honestly I don't think it ever did anywhere. I will never shop at Zara again, this is theft. I requested my refund, but it looks like will never happen. The worst experience ever!

They count the 30 day return window from the date it ships out but it takes 2 weeks to arrive! My order is still not here yet. They use Fedex home delivery (cross country snail shipping to go through each state and change trucks in between and always delay). But the 30 day return window is already ticking from the date they sent out my product. So, they are basically lying about the 30 day return because it's never 30 days. And I talked to their rep, they showed no sense of helping or changing my returning window time. This company's return policy sucks. And I hardly experience other US stores has this kind of unfair return policy.

Placed an order online to pick up in store since I've seen all this bad things about home delivery, 3-5 business working days to pick up in store is their promise it's been 15 days and still nothing, I called 3 times giving them a chance to at least provide me with an update, nothing I asked for a price adjustment since I've been waiting over 15 days and my order hasn't even been prepared but of course they can do nothing. Horrible dishonest business

Zara would not take two of my online returns because they said I did not follow the return policy and because my clothes smelled like perfume they would not return them. When I asked to speak to a manager about this policy, I was told that the manager was unavailable. I will never shop as are online again and I suggest you do the same if they can make such incredible claims without any founded information.

I would like to follow up with the fact that I just received my order back in the mail not only was the package not even opened. I went to smell the clothes because they claimed they smelled like perfume, which is strange because I don't often wear perfume. And we all smelled the clothes and didn't smell a scent of perfume on them. There is no way to prove this on either side and the fact that this is a policy that Zara stands behind is completely insane.

Worst return experience, don't buy cloths from Zara if you want to return them (specially the one in Amstelveen). They make you stand in queues for hours with only one person at the counter, who btw is in no rush to gain customer points. They don't care if you have an emergency or your child is falling on the floor exhausted standing in the line for over 1.5 hour.

The floor manager doesn't seem to care, other than rearranging the queue to fool new customers into buying and only regretting if they have to return.

Zara has always been #1 place for shopping on my list until my most recent encounter. I ordered 357 dollars worth of items since I was traveling. It was mostly clothes and sandals for my daughter. At the time when I track the package, it said that the package was at the shipping company Lasership, who by the way are a bunch of thieves themselves. Long story short, the package never came. After calling Lasership multiple time to inquire about the package, they told me the package has been lost. Spoke to a rep at Zara who then said some of the items were no longer available, but she will refund that portion and ship out the remaining items which she will expedite. The package did not arrive until a week later. I know Zara is a big company but every single one of your customer counts and should be treated accordingly. You just lost a great customer.

I don't know why there is so many bad reviews about Zara. I will admit that customer support is not good, that is why I gave four stars but clothes are more important here, I am buying there for years now, always top quality, doesn't matter if it's winter or summer collections.

Don't buy from Zara for these reasons:
1. Clothes don't last beyond a couple of washes.
2. No returns after 30 days
3. No exchange after 30 days
4. Stupid return policy - 1 month no exceptions so can't buy ahead for a birthday as you can't return or exchange.
5. Managment escalation is useless
6. The employees are useless.
7. No help at store, too busy stocking than wanting to help you, what is important, sale or stocking?
8. Long line at Cashier as Management is too stupid to put more people on CASH