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.
Baycot Zara we don't like ur products ….
Baycot Zara …….
Don't sales Zara's products in the world ….
Ver races company special about the last ad you should be shame about last ad boycott Zara I will never shop at Zara anymore
If I can give them a zero, I would. The material is so bad for the price you pay. The return policy is complete BS, they don't take returns if you don't have a receipt however all the tags are attached. After their disgusting campaign I threw out all their clothings. Displaying the bodies of the Gazans is appalling and disgusting behaviour, your company has no class, shame on you.
I am stunned and shocked and dismayed that people's loss and trauma. The genocide that we are witnessing in real time became something to be used for an ad campaign...just despicable and no heartfelt apology.
Regarding in what's happening in Palestine they want to mock the Palestinian's and think that it's okay
How can a company think what they did was a misunderstanding. I hope this company gets the back lash they deserve to the point that all stores close. Kids are dieing in Gaza and they want to make money off of it. My family is never allowed to go back into this store EVER.
The people who runs the company is Zionist cowards they enjoy from pain and suffering Palestinian people. ZARA
Zara brand is third class. They are trying to make fun of Gaza of people. If you are Muslim don't buy anything from Zara #Bycotzara
Such a shame they've decided to make their advertisement in such a sick manner.
I used to like their clothes and shop quite often, never again.
Your last campain making fun of the suffering that is going on in Gaza is appauling and a disgrace. I don't understand how you would epect a decent human being to like it or buy your products again.
Will boycott Zara
Mocking dead people and encouraging genocide. I regret buying from Zara before.
Free palastine
Very bad Service very rude never again Zara
Saw there new advert with women carrying a body bag are the f#*@*@k serious people and children are dieing in Palestine and they turning into fashion statement bunch of dirty pigs! Boycotting zara aswel from today! Free Palestine
Your add of a model carrying a wrapped body (resembling the Palestinians holding a dead body in a plastic bag) is totally inhumane, vial, and sheer evil.
I would never order from a company that allows such shameless advertising.
I will make sure my family and friends and all their family and friends NOT buy from you!
Hun laatste campagne heeft mij besloten nooit meer wat aan te schaffen bij Zara. ZARA STAAT VOOR DUIVELS!
Got clothing stained with foundation all around the neck area. On bright white clothing. Clearly was already a return from someone and they saw the stains and sent it out anyways. Said item was out of stock and there was nothing they could do for me, not even a refund. Don't purchase from these scammers
On multiple occasions I have bought clothes that rip or shrink with the first wash, but I still shopped here. Never again! Because they mock the oppressed ppl currently experiencing genocide. They are the lowest of humanity!
Zara lost me forever.
No more nickel. No more dime for any business that supports the genocide in Gaza!
Supporting genocide in Gaza. They have no moral grounds to stand on. They are public figure, they should know tha they are hurting public sentiments.
Boycotting ZARAS O
Support Israel Ethnic
Cleansing to Palestinian on 2023 is not forgettable and this brand deserves to be boycotted for ever.
Free Palestine L
I don't support those who support genocide…………….:::::::.::::::::::::::………………….:::::::::::::::::::::::::
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
