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.
Jeg har bestilt en jakke til min kæreste i julegave, men da den var for stor ville vi bestille en ny til hende med et nummer mindre. Vi har ikke modtaget et link til returlabel, som der står på deres hjemmeside. Når man skriver til kundeservice er de kolde og giver dig en ufattelig dårlig oplevelse, kunne man rate dårligere end 1 stjerne havde jeg gjordt det!
When you purchase any clothes In store or online. You have to be prepared that you are not able to return the clothes even it doesn't fit you. It is hard to try on when you go to Zara store because there is no enough fitting room, the managers in Zara store are rude when you want to return the clothes back to store when the clothes don''t fit you. They would throw back unfit clothes back to you as if their clothes are trash. They don't respect their own product. Be careful when you decide to buy their clothes, read the review before you make decision to spend money in that store, you will not be able to get money back anymore.
Very bad quality, i was makes a shopping from ZARA marina mall UAE, AUH. One jacket i just used for 2 months. After i store it properly to the next winter, once i open it again i have seen a scratch damage from n the top lather pice. I decided that i will never ever to make any shopping again from ZARA
This brand has become insufferable to deal with, both online and instores. Spent over 40mnts in queue to try on a coat and then to pay. Advertised price £50 only for till adviser to say it has wrong tag on shld be £180...ofcourse manager wouldn't honour their mistake but both the manager and advisor's attitudes were shockingly poor. I promptly cancelled £500 worth of online orders as soon as I get home. I join the Zara boycott happily.
Appalling customer service and returns policy! They don't deserve to be in business! I just went into store to return 2 Christmas presents as unfortunately they were slightly too large. I tried to choose something in the store but unfortunately nothing today took my liking. I therefore took my two items and my gift receipts to ask for them to be returned and the balance placed on a gift card. I was informed by the store manager that a gift receipt would not allow exchange onto a gift card. I therefore called the person who had brought me the gift to get the original receipt (which is frankly embarrassing) however the manager then informed me - even with the actual receipt the exchange could only be put onto a Zara voucher (not a gift card) and that the store do not stock vouchers over the Christmas period intentionally. The worst of it is that they put their poor staff on the frontline having to deal with the awful policies management make - which shows how little respect they must have for their customers and their staff.
I have 6 grandchildren and have to start my Christmas shopping early. Because it was over 30 days from date of order Zara refused to exchange even though the tags were still on it. All I wanted was another pair in its place. All my other returns from other companies made exceptions during the holidays. Zara - you just lost a customer! Never again!
Customer service doesn't understand a word saying and they were less helpful. I had to return an item and right now I am left with no option
Need to train there staff some basic manners, staff are rude and vile, the clothes aren't even that nice, it's a very low budget store,
Zara has recently posted inhumane photos disrespecting the atrocities happening in Gaza. As an Arab citizen I will not stand here in silence! I used to be a frequent shopper at Zara but after this recent incident I can't say that anymore. The disrespect or genocide in Gaza is something that I will never let slide. So please for everyone reading this, if you are here in support of Gaza please reconsider buying at Zara!
Below are some links that show proof that Zara is disrespecting the genocide in Gaza:
https://static01.nyt.com/images/2023/12/14/lens/12xp-zara1/12xp-zara1-articleLarge.jpg?quality=75&auto=webp&disable=upscale
https://english.madhyamam.com/h-upload/2023/12/11/*******-2.webp
I ordered $180 worth of baby clothes. One of the items was a two pack of bodysuits. They only sent me one and when I called them they said their only resolution was for me to return the one that I needed to get my credit. They would not credit me for the one that they did not send because it was out of stock. So I ended up paying double for one bodysuit.
I bought a hoodie size medium and it went to size small after one wash in the washing machine, really I regret buying from them.
Absolutely disgusting. They have the worst of collections. They are narrow minded and they support the genocide too. Zara must be boycotted at the earliest
I ordered an item as a recommendation for a friends birthday. The problem was it got lost in the delivery so I went and contacted customer service as suggested. They kept telling me they would email me and never did. I took 1 month and multiple times going on the chat with them to get this resolved. I think it only got resolved because I have to keep demanding to a supervisor in the end. Would NOT recommend and worst service ever. I will be telling everyone about this experience for a long time and they will loose customers over this. They don't even have a save transcript option for the live chats to show there terrible service for the reviews
Genocide
In
Gaza you supported it $#*! youuu you support genocide in Gaza shame on you zara shame on you
Bad quality products and very questionable company ethics. Do not recommend shopping here to anyone really.
The customer service reps from Zara are the most unhelpful along with their policies. They don't care about customer loyalty and keeping good customer relations. Every store has the ability to make exceptions when the situation is right and especially if you want to keep a customer happy but nope according to their reps "this is our policy and no exceptions at all" and "other stores might do this but we do not" hmm sounds like an issue to me if all stores seems to be doing something good and keeping their customers happy but Zara chooses not to.
Worst customer service, ever.
Do better.
Their recent advertising campaign was tone deaf and a halfhearted apology to follow. Their head designer also made racist comments to a model
Shame on you, how dare you get your $#*! inspiration from a genocide, I regret every penny spent on you, never again.
Latest marketing campaign that jokes about innocent lives of people in Palestine is a huge disrespect and inhumanity that is made by zara. Therefore I WILL NEVER EVER AGAIN BUY THERE. Zara BEG FOR PEOPLE FORGIVENESS!
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
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
