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.
Got some of the coolest tees and shorts from Zara for the kids! Way more creative than things off the rack! Great customer service with free shipping (at the time of my order)! Will be shopping more there!
I bought my daughter a dress from Zara. It shrunk to half the size on a delicate wash. Zara made me jump through hoops with sending photos and explanation of said garment and then said that they wouldn't refund as they felt the garment was good quality and wouldn't shrink!
Whaaat? In other words, in spite of photographic evidence, they called me a liar and stole my money.
Also I now see that they don't allow customer reviews of their clothes on their website. Why is that?!
I have been ordering on line for years. This time, the Zara package was not received, Zara said they are not responsible for this loss. I paid over 100 dollars for nothing. So not fair to customers! Do not want to give them any star!
I places an order at Zara.com on 8/16/2016 and didn't receive my item until 8/23/2016 once my items arrived I noticed that an item was missing from my package. I contacted customer service and they informed me that they would get back in contact with me within 24hours needless to say they did not call me back. I called them back and they informed me that based on the warehouse my item was shipped, they stated that there was nothing they could do about it they will not issue me a refund. Customer service was very poor and very rude.
I bought an order from zara. Never received it!
I complained to zara and they said the order was delivered. Then, i asked for the tracking number. When i checked the tracking number on the courrier website (lasership), i saw that the order was never even in transit!
Then i contacted Lasership and they told me that zara never forwarded them the parcel.
I told that to zara and demanded a conference call with lasership and zara. Zara said that the conference call is too hard and that they wont refund me my money even though i havent received my parcel!
I will NEVER buy from ZARA again.
I order a pair of culottes on line - first time I've ever shopped with Zara. The first time I wore them, a seam on one leg split open after about 2 hours of wear, while I was sitting by a swimming pool. The company asked me to send them a photo of the split, which I did, along with a copy of the price tag I had just removed before wearing them. The response from Zara was that they would not accept a return because they didn't think it was their fault. I guess they figure they sell cheap stuff so consumers should expect it to not immediately fall apart. Never will shop with them again.
Bad customer service. Bought a dress online and never got it. Called three times, the company rep promised they would call me, they never did. Dishonest business.
Poorly trained employees both at corporate and store level. Unscrupulous act of deceiving customers.
STAY AWAY!
Beware in ordering online, they screwed up my order sent someone's order and never refund my money, I demanded to speak to the manager and claimed that they don't have such a manager or supervisor. I went to Zara square one to ask helped and talk to them, promise that they are gonna refund my money but they never did. I will never ever going to buy any of their products, I am a Zara customer but because of this incident I will never buy any of their products anymore.
The quality of their clothes is awful! After the first wash the T-shirts are basically destroyed! I 'm never -EVER- buying from Zara again. Don't waste your money.
I bought some stuff online and they came after three weeks. When I went to retun they said the due due date is over. I called Zara.com. Two of the representatives said I could return them. I shipped the items back but they sent the items back to me saying they will not accept. They keep me waiting twice on the phone for an hour and then give me false information. No one should buy their stuff online.
I ordered this $60 blouse and had it light washed with no bleach as told. It comes out with a big white patch of white, so I sent a message to customer service three times and twice by phone. On the phone, they put me off and said they would call back in 3-4 days. Now that is a definite lie. After sending in two case orders their response was, "We have inspected the material to be made of the finest quality. Sorry that we cannot refund you." WHAT ARROGANT STINGY $#*!S. NEVER BUYING FROM THIS $#*!HOLE AGAIN. I never even got to wear the blouse.
After a lot of unnecessary hassle, Zara customer services finally stepped up to the mark and agreed to collect and refund the two dresses. Pleased they have done so, still unhappy that I had to resort to social media to get this done!
I fell in love with this dress which was a new arrival on Zara website and unavailable in any stores nearby. Without much hesitation because of the great price I ordered it, it arrived in a gorgeous package at my doorstep. Beautifully packaged and the quality of a dress is fantastic. Fits me like a glove!
Went to store on Newbury Street in Boston. It looked like it had been hit by a hurricane. Clothes everywhere including the floor. Line was 20 customers deep. There were closed registers and staff made no effort to expedite the process. This store is VERY poorly run and maintained. Disappointing because there were some cute clothes. I'm sure many left because of the wait and poor customer service!
I placed an order on July 21th and it's already July 26 and still no signs of my order! The tracking number says the parcel has not been received. So, I called the costumer service and they told me we have to do an internal investigation which will take up to 48 hours and then will let you know what we can do! I need this package by Friday and I asked them if they can ship my order to me right now and do the investigation later because apparently it hasn't been shipped yet! And she told me you have to pay for the new order if you want us to ship it to you today! It's non sense. Doesn't get any worse than this
Zare. Just made my Friday very interesting.
This was happen at 9am and I have a important meeting today.
So I cell customer service.
They said if I go to that store with this pants- than manager will decide if I can get refund.
I have never read these comments or wrote reviews until myself got into this situation. I sent them back the 4 returned items and they refund only 2. Contact customer service and they said only 2 items received. What a lie! I put the secured stamp on, and places the items inside. So knly me and the returned department know how many I put. Either they are careless to get on the items out or take just took them without refund me the money. There is no proor or anything, so they can say whatever they want. Thanks for this lesson. Zara is unreliable. I will never bought or looked anything from you. Bad company and staffs. You ahould be closing down
I purchased 7 items and received only. I tried contacting customer service but they keep denying it.
Stay away from them.
Zara is a cunning company.
If this company has any 5 stars it has to be because owners are writing them. I too purchased 8 items online and have been waiting 3 weeks and still no package. They refuse to give me my money back. They just repeat scripts. Its like they There is no such thing as service here. They just take your money. Its like the whole purpose of the company is to stress people and cause suffering like it some kind of "lets see how msny folks we can make crazy" experiment. I called my bank and the bank is taking care of it. They are not living up to their end of the contract of exchange money for items purchased so the bank WILL dispute it. This company will be bankrupt soon. Mark my words. It cannot last with that kind of service.
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
