Zara

I bought a blouse from Zara that tore the first time I wore it. I handled it with care and had not washed it yet and it was so flimsy it tore within a few hours of me putting it on. When I contacted Zara, not only did I have to follow up with them several times in order to get a response but they refused to let me return the item or take responsibility for their shoddy product. Horrible customer service--what harm would it have done to them to let me return a $20 blouse?

Zara has always been #1 place for shopping on my list until my most recent encounter. I ordered 357 dollars worth of items since I was traveling. It was mostly clothes and sandals for my daughter. At the time when I track the package, it said that the package was at the shipping company Lasership, who by the way are a bunch of thieves themselves. Long story short, the package never came. After calling Lasership multiple time to inquire about the package, they told me the package has been lost. Spoke to a rep at Zara who then said some of the items were no longer available, but she will refund that portion and ship out the remaining items which she will expedite. The package did not arrive until a week later. I know Zara is a big company but every single one of your customer counts and should be treated accordingly. You just lost a great customer.

I ordered a pair of shoes on saturday the 15th of july, and needed them by sunday the 23rd of july and paid for 2-4 day shipping. Its now the 20th and they haven't even shipped. I called customer service and they lady told me it was in the final stages of being shipped out. I then talked to an online representative and he said it haven't shipped cause it was at a remote warehouse. I then asked why i haven't received an email saying it was going to be late and he never replied. I then asked another question and he again did not reply. I called customer service again to complain that he just stopped replying and ask about getting a refund. She said that they could not give me a refund for shipping. I then asked for the customer service email to complain and she said she could not give me that. She then said that and this conversation has been recorded... worst service ever!

Dear Sir/ madam;
I live in Salerno, Italy and I always go to Maximall Pontecagnano to check the lastest sales. I have often go to the my top 4 in my list of stores Zara being the first, Stradivarius, Pull and Bear and Bershka.
I noticed that the costumer assistants in Zara and the rest of these are cold and very unpolite. In Zara, i usually go at around 10-11:00 am so people are just starting their day. Not a soul would go out of their way to say good morning, or goodbye or thank you for coming! Try one of you to go incognito and pay, they dont say anything to let the costumer feel pleased.
Or is it a corporate norm?
Thank you and have a good day!
Nena

I ordered from Zara online because they have really nice clothes. When it came time to ship my order they used Lasership, which are known for not delivering packages or stealing them. I called Zara and told them that I had not received my items although the tracking number said i did. They told me that they would open a claim and to call back between 24-48 hours. Fast forward to 48 hours and nothing was done. They actually asked me to give them another 48 hours. Fast forward another 48 hours and nothing was done. I then called my bank and reported then for fraud. Optimistic, I called Zara 48 hours later and once again they told me to give them more time. I told them that I would not be calling again. I had reported them to my bank and that my bank would calling them instead. Afterwards they seemed very eager to get off the phone. I don't know what happened to my package but if anyone is missing a package from Zara and they refuse to give you your money back don't wait go to your bank!

I've ordered online from Zara my time, but all the sudden when I place an order it's delivered, but the ordering records only show that orders have been shipped therefore you can't return anything because of the clinch in the software i presume. I've been trying to return an order I received since June 7th. They finally told me to leave he items as my local store, that resulted in nothing being done. Received several emails saying I'd get a refund in 24 hrs & still nothing. I finally had to file a dispute with my bank to get a refund. Looks like I'll have to do that with a few more orders... Really Zara get it together!

I will never purchase from Zara again. I drove 100 miles out of my way on a trip to purchase a product they only sell in stores. I called and made sure they had the product 3 hours in advance and they said they would hold it for me. When I talked to the sales associate when I arrived at the store, they said one of the boxes was empty, the other was the wrong product and that they didn't look to make sure. I called customer service, she laughed and patronized me. She said she was the supervisor and highest position available to help me. Said they wouldn't do anything and wouldn't sell product over the phone and take a credit card. I get the fact that only sold in stores sort of makes it more exclusive and brings customers into their stores. If I was a store manager, supervisor, etc for that company I would have made an exception to keep a happy customer. Word of mouth travels. We would never see this from other retailers that are in their league. Gap, Old Navy, Pac Sun, Hollister... As far as the scent (cologne) I was looking for, I'll stick with Versace, Prada, Chanel, Mugler, and others that can appreciate someone's business. I don't like being mocked and laughed at.

Zara sent me the WRONG item, made ME bring it to the UPS store, I was told I could call them when I dropped it off and they would sent it right away. 3 days later and still no email confirmation, I decided to call and they now are telling me they have to wait till the package I sent is recieved then they will send correct one. The item I bought is on sale for $30 off and as a retail associate myself, the right thing to do to compensate for THEIR mistake would be to reward me the difference in the form of a gift card. All I have been told is "sorry" and misinformation. Horrible.

I ordered three items, a skirt, a shirt and skirt collection, and a pair of shoes. I did receive the skirt and the shirt-skirt combination, but I did not receive the shoes. I didn't worry about it because it has happened before, so I called them and talked to them about it they told me they would get back to me. I again didn't worry too much about it. I got a call back from them and they told me that they checked and the shoes were packed and shipped with all of my other stuff so they can't refund me or give me a new pair. I have a picture of my box. It's so thin a pair of shoes wouldn't even be able to fit in it! Now I have to go through the hassle of calling my card company and taking off the money for the shoes and everything. Awful customer service!

I call all smart shopper Men and Women to stop shop at Zara untill Zara change its
Return policy and allow returns without recite for a store credit or untill able to locate it on your credit card. Zara does not aligned with the standards of well known retail stores with respect to the new technlogy of Sending reciete via email. Thier cashier system is completly old and outdate from the nignties and does not fit with the new and modern era. Zara make it extremly difficult and unplesent for its shopper to return marchandise witout reciete telling them to change it to the same item they dislike from first place in different color and size calling that good gesture.

I bought a shirt last week, and somehow lost the receipt. I brought the shirt back to Zara in stores and showed them my bank statement of the exact amount I had paid for. They were incredibly unhelpful. I understand I didn't have the receipt but would have been happy to return it with store credit--they would get the shirt back, and I would get my money back! However, the sales associate told me they could only exchange the shirt for a different size or color. If I don't like the shirt, why would I want a different size? Also, they can do THAT exchange but not let me exchange it for something else? This is an incredibly stupid policy, and a blow for Zara that they cannot be understanding with their customers.
The sales associate gave me the customer service number, and when I called they did nothing but reiterate the return policy. When I asked for a number to file a complaint, they told me I would have to find it myself. If you would like to file a complaint you can do so via their "chat" option on their customer service website. I doubt they really took note of my complaint, and I'm sad to say I won't be shopping at Zara again--which is unfortunate because I love a lot of their clothes!
Their customer service and return policy is disappointing and will only hurt Zara in the long run.

I've been shop with zara so many years the quality and design is perfect, but this is the first time I made an order online. I placed an order on june 4th with standard shipping in 2-4 business days. Until june 14th I NEVER RECIEVED any email about my shipment, and they're already charge in my bank account. If the product got delayed or out of stock, at least they have to send me the email to notify. I dont mind to wait, I did made a call on June 10 to ask about the shipment, they told me its got delayed. Im fine with it, still waiting until june 14th i Called them again. And they told me will make a refund for me. Two hours after the phone called i check my email and didnt recieved any notify email about refund. This is 21th century, please send us an email if something change!

I wish I could divide my review into two parts- clothing and customer service.
Clothing first. I would give a solid 4 stars to their clothing. It is my favorite children's brand. Everything is super cute and fits well. It has a good variety of styles so it doesn't look like their whole wardrobe is uniform like other clothing brands. Quality is alright for the price. The fit and materials are great, however with every bunch of children's clothes I have a couple items that will be damaged quickly. A couple examples are holes from strings sticking out that my kids pull on or buttons that get broken on pants. For the price and cuteness, I feel like it is worth the risk.

Next, customer service. I would give 0.5 stars for customer service. This is based off not just one poor experience but many. If you have to deal with customer service be prepared to be extremely frustrated. I feel like they are trained to reiterate policy but not actually trained to serve the customer or help find a solution to a problem. A few people I talked to were super rude and loud which makes dealing with a frustrating process even more painful. They have a super strict return policy and will not budge. I was 34 days since purchase date, 27 days since item was received (policy is 30 days from purchase date) and they would not exchange my item for a different size even though both sizes were in stock and available on their website. I fell like that is a little too intense.

Another experience. I made a purchase in store on vacation and when I got home I noticed an item had a hole when received. I called immediately and notified them of the problem. They said there is nothing they could do except return it to the store (10 hours away) They said they made note and would have someone call me back. They never did. I emailed and called them 4 times over the next month. Response time between was anywhere from 6 days to never. By the time it was reviewed and a solution was found I sent back the item and they said they could only issue in store credit for the lowest sale price because it was past 30 days! After a few more phone calls and emails to see if they would budge since it was their fault it was past 30 days it was still a hard no and they sent a gift card for a portion of the price I paid in the mail.

Those are only two, of a few, poor experiences. If you average those two scores it was actually be 2.25, but I will give them the benefit of the doubt and give them 3. If you don't plan on ever calling customer service you are fine. Just be prepared for wanting to cry to swear if you ever have to call.