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.
Worst service I have ever received in my life. They dont care if the item has been received or not but they will not refund you!
Yesterday my Daughter and I had a wonderful shopping exierience at Zara in the Houston Galleria! A beautiful Associate called Nora went above and beyond helping us with sizes and making wise decisions about our selections! I've lived in Houston 20 years and happy to report this was the first time I encountered someone like Nora who loves Fashion and is incredibly knowledgable! It was a joy! I hope Nora is there when we return! She is a role model for Her co workers and I believe she creates a very happy atmosphere! Fashion should be fun! If your bored working in a store find a new career! Thank you Nora! We love you! And will shop in Zara again!
Disappointed... had remained loyal to this company for years until I found out today what a strict refund policy it holds... no credit note/ gift voucher or any form of discretion no matter the circumstances... thought it may be useful for potential customers to be aware of this... I only wish I had known. Easy way to lose decent custom sadly... I will definitely take my custom elsewhere!
Only bonus, if there is one... it was a polite 'no we won't reconsider'.
No one greeting us (my bf & I) as we walked in. After rumaging through the highly disorganized mens clothing we found some joggers we liked. There was only one pair. We looked around for an employee and found no one. Finally we see a female employee and she zoomed us as we gestured for help to the fitting room. We managed to get her attention after repeatedly saying ma'am very loudly and asked her for help. She didn't turn around and responded with "I'll be right with you" and waved her hand. We waited for her return and she passed us whilst talking to another employee and ignored us as we gestured for her again. Very disappointed with the customer because we were very interested in making a purchase today. But we left after being treated nonexisistent. (Montgomery mall, Bethesda)
I purchased a very stylish leather jacket from Zara in 2014. It was safely stored in my wardrobe along with my other jackets. I hadn't worn it much as I had kept it fo special occasions only and to my surprise the leather is cracking and chipping off from the Jacket.
Was highly unexpecting it from a product brought from Zara.
I am suffering with zara employees and the way they talk is really humiliating. I have done a return since 9 aug 2017 and till today they are investigating this return. They said that their warehouse cannot locate the package. I have given them the tracking number and the weight of the box even the name of the employee who received the package, but they said they cannot do the refund. I do not know whom i should contact to help me. Can you imagine! They received it, they signed the return slip but they wont refund my money. Please advise me what to do.
Was sent order confirmation but no eticket, store refused to allow me to return without e ticket even though e ticket never received have spent 3 hours in store and on phone
E ticket not coming to email but receiving emails from all other sources said sorry
Cannot send eticket in mail, you cannot return items out of luck store cashier extremely rude, really bad policies everyone with problem fill out complaint to better
Business bureau, should do class action lawsuit policy discriminates older non tech savy customers, if you do not have a home printer or an I phone impossible to return online orders
They just try to steel your money without sending you items that you paid for. So rude employees. Especially the one name Beth or Bath or Bad, (the 3rd name would work perfectly) She will yelled back at you. Quack quack. Please take a retirement early to save the company.
This is the WORST store I have ever dealt with. They give false info and take your money. They should be ashamed!
Is Zara have rude employees with bad attitude in their job qualifications now? I honestly don't know how they are staying in business. Eveytime I went to a Zara, didn't matter which location I had a bad experience. Not to mention their online service which is a nightmare. They sent my package to the wrong address and they wouldn't send it back to the correct address! They even asked me to go to the wrong address and pick it up. I like their merchandise but unfortunately their customer service is horrible.
Bought a bunch of fall/winter clothes for my 15 month old daughter.
Pros:
Clothes quality is AWESOME. My husband and I were both really surprised with how soft and comfortable all of the materials were. Shipping was very fast (over $50 was free 2-day) and living in Alaska I'm used to getting things very late. I received my items a day earlier than expected.
Cons:
You can't exchange if you paid with PayPal. You have to fully return your items/get refunded which takes 10-14 days/and reorder your items. This policy is only located in VERY fine print and isn't in the Returns/Exchange information of the site. If I had known this I would have paid with credit card, because I typically am guessing at sizes with my little one right now.
Side note- not a pro or con, just something to be aware of. Their sizes for baby girls run a little bit big for the average size baby. My daughter is 15 months old and in the 50th percentile for weight and height. She has long legs and a smaller torso. I bought all 18-24 month clothes for winter and figured they would be a little big and that she could just wear the sweaters baggy with leggings until they fit. But all of the shirts were like two sizes too big. The one 12-18 month shirt I bought was even a little baggy (and she is outgrowing all of her 12-18 month shirts from Old Navy currently). I would base your purchases based off of the weight guidelines when ordering tops/dresses (I went off height initially) and the height guidelines when ordering pants- the 18-24 month pants I bought fit a little loose, but they will be a perfect fit in the next month or two.
Like other reviewers I think the returns service at Zara is terrible! Avoid avoid avoid buying online unless you are 100% sure of what you need and know you'll have time to return it. Customer service completely unhelpful too
I like their products, however, you have to be absolutely sure that what you are getting is what you want, if you don't, a return is extremely difficult, a refund takes for ever and an exchange is not existent. If you want to change the shoes that you just bought for the same shoe in a different size, you have to buy the shoe again and wait for the refund of your original ones whenever is that you will get it, so, they do not do exchange at all and customer service is horrible and give you attitudes because they expect you to understand and agree with all their nonsense policies. It is a shame because the cloth is nice, but, what could be pleasant is a pain in the neck. Zara? No, thank you but no.
I had ordered shoes on line, Zara sent me a totally wrong pair of shoes and instead of red they sent me a pink colored shoe. I called and was told to either send the shoes back or take to a store ( which would be faster) I did that the following day. I was told they would mail me the correct shoes that was 7/21/17. Today, 8/7/17 I decided to follow up and was told sorry we don't have that shoe type so you're just going to get a refund. I love this store but I don't think I'll be shopping there anymore. At least not on line.
Love the store especially the accessories, unfortunately I have been not been able to reap the benefits of these fine items. DO NOT ORDER OFFLINE. I have done so twice and have not received EITHER PACKAGE. This is 2 separate occasions a month or 2 apart (I tried to give them the benefit of the doubt). Once again, love the store, fix the service. You'd think they'd be more concerned about things like this especially with their prices, get it together.
I have tried contact ZARA for more than TWO WEEKS since ZARA have received my returned packages. All the return process is followed correctly within one month of purchasing. I have talked to more than 10 representatives about this and no help from most of them not even put my question into a claim. It was a terrible experience. But what is worst, I still did not get my refund correctly. Even when I finally got an email from zara to call Zara on July 24 which I called, I still did not hear anything back from them. I wrote an email having all my purchase information, my bank statement, my mailed back package photo and the ups delivery confirmation to them to apporve I have mailed the return item back. After I called and called, they finally asked me to forward the email to a different address rather the one on their website. I finally got 3 items refunded but they still not refund me for the last one. It is rediculous as the items are mailed together in same box! I have filed my return request correctly on ZARA's website. There is no explanation why they refund incorrectly or apologize at all. They just steal my money from my pocket and refused even say sorry. I still can not believe a big company like ZARA trade their customer this way.
There always a hard time of getting a refund from them. There is constantly loosing items that I returning back to them. Customer service is very terrible. I will not order Anything online from them anymore.
Is the Zara store at Upper Canada Mall trying to make return difficult to protect sales? I recently had two horrible return experience there. For an online order return, the stuff insisted me to give them a hard copy of the receipt even though I presented a soft copy. So I ended up with driving back home to print the receipt. The second time, the store manager said the tag wasn't attached to the right place, and she picked up a hair from the item"...
They gave me the runaround for over 5 months for a return made via Canada post, which was successfully delivered according to tracking number. But similar to what other posters have said first they told me to wait 10-14 days for refund to process into my account and when it didn't, they kept putting the case "under review" after every 48-72 hours that I would call them. In the end it was too late to dispute with my bank because of a 60 day policy from the date of order. Instead, the bank gave me a credit for that amount as a goodwill gesture. I am absolutely disgusted with ZARA's customer service and stealing my money. I feel like they did this intentionally so to not give my money back even though all items were returned to them. Don't wait and report them to your bank immediately because they will not resolve anything and except steal your money and give you unnecessary stress.
Clothing runs small between a half to a full size, and shoes can run large by as much as an entire size, in my experience especially if you are a narrow width. I'm returning two pairs of shoes which are one size too large in length, not width, and cannot be exchanged due to one now being sold out by the time I received them late, and the other also feeling wobbly and unsafe for a high heel.
Outside of that, I'm happy with my purchases but find it a problem sometimes that a physical ZARA store is not nearby to allow me to try things on first before ordering, particularly the shoes. I have a narrow foot but to be fair, two other pairs of shoes fit me extremely well and appear to be well made, so I'm willing to try ZARA again. The sizing charts appear to be accurate for the most part, so take your measurements and compare them if you are unsure. Customer Service could only suggest to me that I order the same item in two different sizes, outside of using the size chart, or return for an exchange (but you take the chance the item will sell out in the interim).
I also feel the quality is excellent for the price point and love the design aesthetic of ZARA.
I have had problems with ZARA delivery times being extended twice now from what was promised and am not happy with that. For my inconvenience, ZARA issued me a credit for free shipping on my next order. It was not applied, however, and required an extra phone call to Customer Service. I feel like they should give a promo code in future that would be applied at time of order, instead of retroactively, as was the case in this instance.
Return service is efficient and I have received all credits due me to my bank account which were pending as of July 27,2017. Another return is still in transit so I will update this review later, as to the status of the credit to be issued for that. UPDATE Sun August 13,2017: I received my return credit to my bank checking account THE SAME DAY ZARA RECEIVED THE RETURN OF MY ITEMS. This is AMAZING, IMHO. I really do not understand all of the bad reviews on this site for ZARA. Am I that lucky or such an isolated instance as to my ZARA experience? Somehow, I don't think so!
I wish I could afford designer investment pieces on the regular, but until such a day as I can, my new go to for fashionable, affordable, dressing for all occasions is ZARA! I love the quality of their shoes, too. Having said that, I will update in future as to how the clothing and shoes hold up with repeated use and launderings where applicable.
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
