I've been a loyal Zara customer for years and spend a few thousand dollars annually shopping with them. I often place large orders and return items that don't fit or when I find better prices. Recently I returned several packages from a large order. Most of the items were refunded without issue, but one item worth about $25 was never refunded, even though it was included in the return shipment. For the past two months I've been contacting Zara customer service through chat. Each time I was told the case would be escalated and someone would follow up, but no one ever did. Today I was finally told the item was "not received," which is frustrating because from a customer's perspective there is no way to prove every item was inside the package once it leaves your hands. It appears to be a warehouse discrepancy, yet the customer is left responsible. The amount itself isn't significant, but the principle and the lack of follow-up from customer service are disappointing. After years of shopping with Zara, I expected better support. My advice to other customers: if you return items by mail, keep detailed records and be cautious when returning multiple items in one package. If there's a discrepancy, it may be very difficult to resolve.
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Zara Reviews Summary
Positive Highlights
- No positive aspects were mentioned in the reviews.
Negative Highlights
- Refunds for returned items are often delayed or denied without clear proof.
- Customer service is hard to reach and relies on unhelpful automated bots.
- Shipping errors can lead to packages being returned and refunds stalled.
Most commonly discussed topics
The most helpful reviews behind these summaries
Do not ever and I never buy anything from Zara online. They split my order into 2 deliveries and then didn't address the second package correctly (Royal Mail confirmed that in writing) so it was returned to Zara. Zara said I would have to wait until they received it back to process my refund and up until today I have still not received it. I anticipate them saying they didn't receive it back from Royal Mail and refusing to refund my money. You can' t get a hold of anyone in customer service in person and the Whatsapp line has a bot responding to your communications. Avoid like the plague unless you want weeks of trying to manage the chaos to end up with no delivery or refunds. I suspect there customer service team is located in Spain because they have either weak or non- existent consumer protection laws or enforcement. Very clever scam they have going on here.
I returned my online order No. *******3715 properly — with all items, the original receipt, and the return act enclosed in the box. Zara Ukraine confirmed they received my parcel, but then claimed that "no documents were found" and refused to process my refund. They now keep both my money and my clothes, offering no real solution and even threatening to "dispose of the returned item after 30 days", which clearly violates Ukrainian consumer protection law. I contacted Zara HQ and Inditex, but so far there's been no proper response. This situation shows a shocking lack of accountability from a global brand. I urge Zara to investigate this case and treat Ukrainian customers fairly.
If I could give zero stars I would! I have been a loyal Zara supporter for many years but I feel extremely ripped off and let down. I returned a package with six items but Zara said only five arrived?! And I had numerous conversations with bots, and when I got hold of a human the next morning she said since it wasn't scanned in their warehouse they closed case and denied refund. Definitely learned my lesson will never shop there again and I told my daughters to steer clear as well.
I have order some item from zara at 16 of Jan which is showing delivered at 18th and since the day I've been trying to reach zara customer care and since the day they told me wait for 24/48 hours but I've got nothing respond back from them and trying to reach them everyday and asked to return my money cause I have t received my items but this is so ridiculous that they have no manner and taking responsibility at all. All they do is pick the call and say give us 24 hours
They are sending 3 out 6 dresses faulty and broken. 2 pieces are being ripped off and another smells like it has been properly worn, sweat and perfume. Online CHAT absolutely NOT working. App hangs up and even on laptop it doesnt work properly. Money gets deducted from some weird Kaswa Trading LLC. Really shocking ZARA about this mess
I bought my daughter a gillet for Christmas she wore it first day and stitching was absent on a pocket I sent it back and they are saying it was a Wallis top I sent back, their customer service is awful can't even speak to them and then I nearly got scammed on WhatsApp.
I have been a customer for years and returned a leather jacket. The jacket was described in their ads as distressed. I returned as it was too large and heavy to wear. They sent it back to me weeks later stating it was worn. I will never shop there again
I received a dress i order one week ago it is damaged, in a bad condition, and am not able to wear it all it is almost worn and washed several times, the quality of the dress is zero. I dont recommend anyone to buy from this brand anymore. Due to sending bad, damaged and inconvenient dresses.
What has happened to Zara?!
I literally check everyday to see if there's a new editorial for Zara's online page…. So today there was and ……Ugh! Looks like "Gap" has taken over Zara. What the heck is going on?! I used to love the edginess and creativity of this brand, now I'm just so disappointed. My wardrobe is literally 90% Zara but looking at what's available online, I might as well just go to J. Jill or Banana Republic to get the same thing, and I'm NOT going to do that. I'm not sure where I'll shop from now on. Zara used to never disappoint… as far as modernness and really edgy design, now it's a complete yawnfest. No personality in any of the design. Just really playing it safe and blah.
And that's at least for the last three or more years. Is there a different creative director or what?!
I'm so disappointed.
BUYER BEWARE, NO RETURNS AFTER 30 DAYS DURING CHRISTMAS HOLIDAY! THERE NEEDS TO BE A CLASS ACTION LAWSUIT AGAINST ZARA STORES AND ZARA ONLINE SHOPPING! SPENT OVER $350 AND COULD NOT RETURN!
The dress seens to run small. A material that is scratchy and not at all pleasant to wear. I was expecting smth shorter. Maybe I should have requested the total length before ordering.
Since Zara started allowing multiple items from orders to be returned in one shipment there have been major problems. The labels that were printable at home are coming back with invalid numbers forcing the customer to call customer service to get a useable label. Whenever Zara issues a label to your email, items from the shipment magically go missing so you don't get credited the money back.
I recently ordered jeans from Zara, but to my surprise they were shipped to my billing address not my shipping address. I tried to talk to customer service, but customer service was rude and denied any fault, saying that I received the jeans and was lying, when the picture has my billing address's digits on the mailbox in the photo. Never shop here.
I did an online purchase through Zara app but unfortunately I found out the next day that I had the older home address in it. Wthin 20 hours of purchasing I called Zara costumer service about that issue. The agent told me that the package couldn't be delivered in my new address cause it was another state and told me that he was going to cancel the package and within 14-48H I was going to have an email for the refund. So I waited until Janury 12,2024 and I called again Zara Costumer Service and of course I had to tell again about the issue and asked for the refund. He told me that he was going to expedite and I was receiving the refund email from 24-48h. I called the third time on January 16 this time it was a girl and I told again about the issue and told her that I need my refund and not having it. She told me that the package was delivered in the older address. I told her that the delivery is not my responsibility but remains Zara costumer service responsibilityand the agreement that Zara have with the shipping company. My resposibility ended up on January 8th when I called Zara costumer service and they canceled the package. She told me that they were sending me the email for refunding but until now still I don' have that email. Attached is the proof of package cancelation from Zara costumer service on January 8th at 4:46 P.M. Zara Costumer service exists because of the Zara costumers and needs to offer a better and faster solution to them.
I neefjes Some stuff and I say this and Zara has my hole hart and I got it so gast it just matches my mood so good I really love this product
We wanted to exchange shoes not apply for a warranty, and they were not accommodating at any level.
I had purchase shoe from Zara Showroom at Elante Mall on 14th Nov, 2023 in Rs. 3999 but within 40 days to 50 days the upper black layer is pilled off and this is one of worst experience of your brand. Then i go to complaint at your elatnte out let and they denied to give any service. SO i dont recommend to buy the ZARA Products because one of the problem in the shoes and second in your dealing with your customers. In the end i think the payment of the shoes is waste but i get a lesson. I paid Rs. 3999 for this lesson but readers of the review get this message in free.
Neeraj Babbar
M: *******576
I bought a sneakers from Zara to wear it on my vacation, it was good size, but it wasn't good quality it hurt my feet all around, and a lot of infection and blood came out from my feet. I swear I would rather walk with no shoes better than I wear it, it made my vacation with too much pain. I spoke with the customer service they said they can't do anything what quality we are buying this is last time I buy shoes from Zara. I am not finding my money on the street.
I purchased a jumpsuit as a gift on November 27,2023. The item was not shipped until December 1,2023. The gift was presented during Christmas, December 25,2023. I learned that the person that I purchased it for needed me to return the jumpsuit because they already had it on December 29,2023. By this time it was over 30 days. Most retail stores extend the return period during the Christmas holiday. However, I was told that there was nothing that could be done for me because it was past the 30 day return policy. I was told that no exceptions would be made for the holidays. I am stuck with a jumpsuit that I paid over $70.00 for and I will NEVER shop at this store again for anything. I would not recommend Zara to anyone.
Zamówiłem wodę toaletową, dostarczyli uszkodzony produkt. Jestem rozczarowany obsługą, napisałem do supportu, nikt nie odpowiedział
My purchase was for Christmas presents which I received November 27,2023. The items were not what we expected. So I requested a return authorization label to return the items…. And was flatly refused they have a 30 day policy but as we all know if it's a Christmas presents, you have to order it ….receive it …wrap it…. And give it. A day or two passes then the clothing is tried on. Doesn't fit then you request a return authorization after the New Year's in which everybody still on holiday vacation. So a few more days passed because you cannot get anyone on the phone…. It's a holiday.
At this point, I am stuck with items…. They don't fit…. And my granddaughter loses her Christmas present.
I have never been this mad in my life that they would not for Christmas extend their return policy. Never order again from Zara.
Having bought shoes, we waited a long time for delivery. But after receiving them, we wore them for a week and the coating was cracked and looks terrible
Worst retail customer service I have ever experienced. Don't shop here, and don't trust them. I returned something by mail to there warehouse and they never refunded me even though the return tracking number showed successfully delivered.
Business Highlights
General
- Parent Company: Inditex
- Target Gender: men, women
- Target Age Group: 19-25, 26-45
Shipping
- Shipping Cost: $6.95
- Free Shipping: sometimes
- Free Shipping Detail: for orders over $75
Returns
- Return Policy: not free
- Return Instructions: the items need to be in their original condition and with all their labels.
- Return Cost: $4.95 return fee
Sustainability
- Sustainability Score: [object Object]
- Recycling Program: Used Clothing Donation Programme
- Responsible Materials: recycled, organic
Product
- Style: casual, preppy, streetwear, general, swimwear
- Body Fit: regular, plus size
- Available Sizes: Men's (S, M, L, XL, XXL, XXXL), Women's (2XS, XS, S, M, L, XL, XXL)
Customer Service
- Support Channels: chat, phone, facebook, instagram, twitter
- Support Phone: +1 855-635-9272
Payment Options
- Payment Methods: card payments, financing, Apple Pay, Paypal
- Buy Now Pay Later: Afterpay
From the business
- +1 855-635-9272
- Spain
- Zara is part of Inditex
