A month ago, i ordered 3 pairs of jeans. All size 4, but one fit like it was a 0. I returned them two weeks later, but i realized that i had to cancel my card eventually because i was moving out of the country. I talked to a customer representative and she was helpful! She began the refund process before i had to cancel my card. Even though the sizes were inconsistent, customer service made up for it. Would've been 2-3 stars.

Zara overall has good quality clothes but what's good Clothes without a good experience. I have been to Zara multiple times and have dealt with rude cashiers. I do not believe this is to the standard that it should be. The experience today was at the Zara in Sandton city cashier till 2. Very disappointed

WARNING***If you need to make a return don't expect it to go quickly. The reality is they don't want your return. They want your money and if you return the bag too. They don't refund you for that. I asked to speak to the manager because one associate was tell the customer about his life goals while there were 8 people in line. Then the gentleman was shuffling hangers and sorting the returned merch. Supervisor stated, "that's his job", I said "isn't assisting his customers top priority" and he said "nope, he's doing his job". No mater how many customers are waiting in line to make returns. Sadly they're more concerned about your money than there service!

My daughter bought a dress online, it came with a stain on it. The same day she received it she requested a refund. We sent back the dress and they refused to give us a refund, claiming that the dress was worn. But the dress was not worn and we requested a refund the same day we got it. Bad and awful customer service. I hope they go bankrupt. I don't advise anyone to buy from zara

I love the look on me and how the xlarge fits me. Great material and very comfortable. It's not too small and the shorts fit just right.

The worst customer service l have ever experienced in my life. I lost my gift, l called customer service l have gift card number but they said they can't help me

Ordered twice from them and received something totally different from what I ordered. They did absolutely nothing to help the situation. TERRIBLE CUSTOMER SERVICE. I'll never order from them again

I purchased two items that were on a sale. Each item was highlighted in yellow as discounted and it was advertised that there was a huge sale today. At the end of the purchase nothing was for sale any more and ended up paying 15-20 dollars more than we expected. I tried to chat about it with their chat option and there was just a standard reply saying that their item prices are subject to change. It was an awful experience! I won't purchase from them online ever again.

I purchased a swimsuit at Zara's Disney Springs location in Orlando on 5/27/23. After wearing the swimsuit once it faded. I did not realize that the swimsuit was defective until I was back at home in North Carolina. There is no Zara retail store close to me so I called the company on 5/31/23 to let them know what happened with the swimsuit [I had to call two times to get an answer] I received an email on 6/14/23 stating that they regret they cannot help me since this was a store purchase and only a store manager can accommodate or deny my request. So basically I have to drive 10 hours or pay to fly to the nearest Zara to get my money back or do an exchange. This is totally ridiculous. Needless to say I will not be going back to Zara.

They make it impossible to make an exchange when you don't have a receipt. You have to call a customer service dept. They are very impersonal, take down the info say you will receive a call in 24,48 hours later no call. You call them back can't find your info needs to start process all over. Ask David to speak to a supervisor, we don't transfer calls to supervisor, what dept handles my call we are not allowed to disclosed, what dept. david works with, I am not allowed to disclose. Wake up Zara and give better customer service in todays world with customer cc that purchase was made you can find the purchase and help the customer with a return or exchange.

While traveling in Montreal I found silky pants and a top that I wanted for an afternoon wedding. The store did not have it in my size and I could not try it on in my size because I was unsure of which size I would be. The salesperson at Zara advised me to buy the pants in 2 sizes ONLINE and decide which was best upon receipt. Because of my out of the USA travel time table, I got my items to try on beyond the 30 day return period. NO ONE advised me of this restriction. Zara won't give me a credit for an exchange to another item nor will they do a refund for this unworn still in stock item. I spoke with 2 different customer services reps. VERY BAD CUSTOMER SERVICE... Beware!

Never buy anything from Zara online, this is what you'll get.
These came all bent up and chipped, like somebody stomped on them and still tossed them in a shipping box carelessly. They'll also try to CHARGE YOU for returning anything. It's hard to get a hold of anyone. This company does not care about you or quality.

Zara's clothes are not great. They're often poor quality, but hey...you get what you pay for. I've bought things from their store in the past, but have always tried things on in the store. This last time, I placed an online order. Not only did the order arrive almost a week late, but then I didn't have time to return it. Zara states that you get 30 days from the 'shipping date'. That's the WORST company policy. When you call, you speak to someone in a foreign country and you can't speak to a manager. They do not allow for store credit. Now, I'm stuck with clothing that I won't wear. Needless to say, I will NEVER shop at Zara again.

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 placed an order for a shirt and a pair of shoes that was stolen off of my front porch. While trying to file a claim, Zara continued to show me how careless and unsupportive they're during this process. All they care about is their money and not the customers satisfaction. I sent them pictures of someone stealing the package and still have not received a refund or a replacement. I will never shop here ever again! Customer service was very displeasing.

It's so strange how the service online and offline differs. I spend quality time at my local Zara shop, but online shopping here is a nightmare. I see now that I'm not only one experiencing this.

I'm disappointed to write this review for Zara, a store that I had previously held in high esteem. Unfortunately, my recent experience was far from satisfactory, marred by lack of assistance and clear communication.

Firstly, I encountered an issue when I lost my receipt and wanted to return an item. The store flatly refused, insisting they could not process my request without a receipt. While I understand the importance of a receipt in standard retail policy, a flexible solution should be available for exceptional circumstances.

Further, I reached out to their customer service via phone in an attempt to solve this issue. The experience was equally frustrating as I found it quite difficult to understand their English, making the communication ineffective and confusing. I was promised a call back or an email, but regrettably, I'm still waiting.

I hoped that by speaking to the store manager, I could get some respite. But it seemed the system was inflexible and left no room for managerial discretion, which, to my surprise, meant the manager couldn't intervene and resolve my problem.

Given Zara's global reputation and my past experiences, this incident is particularly disappointing. As we move further into 2023, I urge Zara to improve their customer service system. More flexibility in handling unique situations, improving communication, and empowering store managers to make decisions would enhance the customer experience immensely. Until these changes occur, I feel compelled to seek alternatives to Zara for my clothing needs.

I bought a pair of $48 slacks at full price. The gold buttons on the pockets fell off after wearing then for 3 hours. The store at La Cantera San Antonio Texas gave me a ton of excuses as to why they would not allow me to return the defective garment. They sent me over to the customer service number which was an absolute joke. I advise everyone to stay clear of shopping at the Zara. It is such a scam shop at stores that stand behind their products 100% of the time, I am so disappointed in Zara. I cannot tell you how much I wish I would've never walked through that front door.

No reund on the retrun and noone to speak to.
Webchat feels like speaking with Robot, and times-out before you can get enything said. I never recieved £112 refund, but it's just not worth the bother to pursue... How frustrating...

The return policy in Zara by far is the worst I've seen to date, don't buy unless you hold that receipt for life. I just wanted to exchange they said no go home and call customer service so I did they had me on hold for a bit then asked me for my email to give me homework before they talk to you. I finished my homework got put on hold again just so you can give them answers about your transaction and to my surprise they have to email you back a yes or no for your exchange in 48 hours.
All they have to do like any other retailer is to swipe the card I used in the transaction common sense you would think, they said they are not set up for that. This is the most childish way to return something that just takes common sense on this corporation. I wouldn't even give them one star if I didn't have to.
Returns are easy stuff this is a job.