Zara

My wife and I have been ordering from Zara for a couple of years, and have never had a problem until now. We placed an order for two items, almost immediately after which, both of the items go on sale. We contacted Zara after seeing the price difference and they refused give us the discount, where any other reputable company would have. So, we repurchased the items online even before our original order had arrived with the intent, I'll admit, of returning the original order for a refund and receiving the new shipment at the discounted price, thus saving some money (over 30 dollars I think). Now that's where I'll say that I'm potentially at fault. Perhaps trying to circumnavigate the system was not entirely honest, but why I should have had to go to such great lengths simply to receive the difference in price that occurred over the course of ~2-3 days is beyond me. We noticed the sale before having even received our order! Besides that, we were in a hurry to get the products. Anyway, this is where things get ridiculous. The items arrive, the quality is low, and they don't look good, and so my wife wants to return them. OK, so free returns right? That's one thing that's great about Zara. I mean, online shopping is difficult enough because you can't touch, handle, and try on the product. Free returns are what set them apart from the competition. We return both shipments, and wait for the refund. When it comes they only refunded the price of the first item and not the second in both shipments (well over 200$ not refunded by the way). We call, and they tell us to wait a couple weeks to allow for a full refund. We wait and call again. This time they opened up a "case" for us and said they would investigate our claim and call us back within 48 hours. They called me on my cell phone while I was driving, and so I did not answer. They left a voicemail telling me that my claim had been denied and that they processed the returns that they received. They said to call them back with any questions. I called them back about 15 minutes later and was not able to get through because customer service lines closed an hour before!? Someone called me again, probably regarding my second order. I missed that call as well. Again, they left me a message asking me to call them back, even though they are closed. They didn't leave a direct line# to call either. That was frustrating. I called again today 1/9/17, and they put me through the same process that they did the first time... I humored them... This time a couple of hours later, I receive an email saying that my claim had been denied. Again, no direct line, no usable email address... We had never, until this point, had a reason for contacting Zara's customer service (except trying to get the sale price of the items ordered, as mentioned above). What an unpleasant experience. At this point, I was already suspicious. I study business, accounting, and finance, and follow the news. I work for a large corporation, which happens to be very honest, but I know the tricks that some companies use in order to fudge their financial statements. Zara, in my eyes, is one of these dishonest companies. I checked around online, and looked at some of the other reviews. It looks like many other people have had the same exact problem that we had, where they only received a refund for one of the items that they sent back (sent shipment in two connected, heavily tapped boxes, but only received refund for top box). Understandable the first few times... I know what the warehouse environment is like... Mistakes happen, but at this point, it's suspicious. It's easy to put a product back in inventory and resell it, while refusing to acknowledge a lost return, thus selling the same item twice! I did some research. Zara is currently involved in multiple lawsuits due to unlawful pricing strategies, artwork theft, human rights violations, and a dead mouse found stitched into the fabric of clothing. What are the chances that this is intentional? They stole a little over 250$ from us... Assume this has only happened to 1000 people... But, Zara is a multinational company. The money stolen must be in the millions. Something needs to be done about this. Unfortunately, I don't have a strong background in law, and know very little about the processes necessary. I don't even care about getting the money back at this point. I just want them to pay for their dishonesty. So to all of you out there who are loyal Zara shoppers... I would seriously consider not shopping with the company before you hit a snag. I never had a problem until this point, but I have lost more than I have ever saved by shopping there. This is not mentioning the time lost forever dealing with CS. It's not worth it.

I received a jacket as a gift for Christmas this year from my mother in law. It was one size too small. I loved the jacket and just wanted to exchange it. I called customer service and they told me that they could not exchange it because she purchased it outside of their return policy. They didn't care that I just wanted and exchange or that it was a gift - they don't have a gift return policy - even around the holidays. I called twice, both reps told me a supervisor would call me back, they never did. I tweeted at them, the social media message was the same - they can't help me. So I drove to the actual store in Chicago and was able to exchange the jacket no questions asked AT the actual store... which confused the heck out of me. It was the most annoying customer service experience I've ever had. I love the jacket, but I will NEVER be shopping at Zara again.

Save yourself the time and do not shop online at Zara. Due to the low quality of the items, you will surely have a return or two, and this is when your real problems will begin.

I placed a large order and received my items in two separate shipments. I returned my items separately, with the corresponding return labels that were emailed to me, as instructed. Zara only refunded me for one of my return shipments. I checked my UPS tracking number and confirmed that both of my shipments were delivered to Zara on the same day. In an effort to get my money back on the second order, I called Zara customer service and explained the situation. They said they would look into it, and called me back two days later saying they verified that all returned items had been refunded. UMMM NO, THAT'S WHY I CALLED YOU. We went back and forth with phone calls and voicemails for weeks and it was beyond frustrating and ridiculous. Long story short, I had to file a dispute with my credit card company to get my money back. Can't wait to never shop there again.

Worst experience with a return. Purchased online and returned at store. Store would not issue a receipt or refund for 3 items. Then would not return the items to me, (already paid for online transaction) stating that the return process was initiated. To date no refund. Told will take 24-48 hours for refund Have called numerous times only to be told same thing Now they have taken my money, the returned items and I am left with knowing that I will never shop at Zara or Zara online again and out hard earned money

Oxford street I went to return some crapy shoes after I wore them once, the manager of the store a rude lady( didn't give me her name) told me that she can't refund the item because is not faulty( wtf) I am going to damage them and I will go back. I hope Zara take note of this as a company - your staff are the worst staff any retail business has, miserable, unhelpful and unprofessional. Please invest in proper training for your staff they are terrible!

Avoid this company at all costs! I had three different problems with the same order.
Firstly, items did not arrive on time. When I checked the tracking I was horrified to see not only was it registered as having been delivered but there was also a stroke where my signature should have been! Needless to say I was horrified that this company would forge my signature thereby essentially stealing from me. I rang customer service who didn't seem very shocked which led me to believe this is a regular occurrence. They said they would look into the matter for me but my husband resolved it by contacting the courier company himself. Eventually the package did arrive approx a week later that promised.
The next problem was that the tags on the items showed the price to be 10 cheaper than what I had paid for them online. When I rang customer service I found them to be rude, disinterested and unhelpful. Basically they were unwilling to do anything about this for me.
My third problem arose when I booked in to return the items. I got an email from Zara saying the courier company would be emailing me within 24hours to arrange delivery. They never contacted me resulting in my fourth phone call to Zara 'customer service' to have to arrange the return once more. Today is Thursday and I am expecting pickup for Monday but I won't hold my breath! On my (hopefully) last phonecall to Zara I voiced my frustration in a very calm manner and I was disgusted by the attitude of the representative I was speaking to. Her apology meant nothing to me and her hopes that I would not have any problems in future was laughable considering the fact that I would have to be insane to order from Zara again. I mentioned to her that there were so many other good companies out there including H&M who offered me a discount off my next order once when I returned a faulty item to them. She didn't even respond to this. Please please avoid this company!

I ordered a coat and was instead sent a dress. I called to find out what had happened with the coat I ordered and was basically told by 3 different people that they had no way to find out and there was nothing they could do. So I printed out the return address, boxed up the dress that was mistakenly sent to me, drove to the post office and shipped it back. After all that, they still weren't even going to give me refund until they received the item. It's absolutely ridiculous for a company to mess up on such a huge level and offer nothing as compensation or explanation. Not to mention, every single customer service agent I talked to, both on the phone and through their facebook page, were beyond rude and unhelpful. The people writing from the facebook page straight up ignored things that I said in favor of copying and pasting canned responses and a manger I spoke with on the phone told me "well you could just have the post office pick it up" when I pointed out how inconvenient it was to have to mail back the incorrect item. I will never shop with ZARA again and will warn any and everyone to do the same.

Be careful. Zara stole from me when I returned some items when they did not refund me the whole items I returned.
I returned two tops in one box but got refunded for only one top. I called Zara customer service for more than 7 times to solve this issue. I made it clear that I returned the two tops but did not get the full refund. They claimed they received only one top, I was 100% sure I returned the two tops. The never called back or issue the refund. They stole my money!

Black Friday, while vacationing in Miami, my husband and I went to Zara's. My husband went to pay for his items. After standing in a long line, we got up to the register, got rang up, then swiped our card (its was a visa debit). The cashier said the system is slow, to try swiping again, so we did. Once again, he asked us to swipe, but after it did not work he said do you have another card because that one isn't working. We knew we had plenty of money in there, but my husband took out a regular CC and swiped. That didn't work, so he used another card. Thats when they realized that the terminals were all going down... so the manager had all the cashiers use a smaller portable like terminal. My husband then was able to pay for his items.
When we got to the hotel that afternoon, my husband realized they hit his bank account 3 times! We called Zara's, spoke to Angela (Mgr), who basically said she couldn't do anything and that the corporate office would be closed until Monday. I explained that we are on a cruise starting Sunday and would be gone an additional week. She said she would make a call and get back to us after our vacation... Well that never happened!
I called when we got home in early December. The gal I spoke to said she was sending all the info, including the copies of our receipt and bank statement. A week later, I heard nothing, once again! Back to calling customer service again, but this time I had a gal that followed up. She sent our info to the financial dept and called me to let me know that they would process it and it would be another week to see the $164.36 credit back to my husbands bank account. It is now 12/29 and we have nothing! This company is horrible! Oh and to top off everything, they also hit both credit cards as well, so we had to put in disputes.

Hello, I placed an order through Zara.com on December 23,2016 as a guest. Now normally when I order from online I would be issued an email indicating my order number and soon after the tracking number. I received the order number after I placed the order however, I never received my tracking number. With Christmas days away I didn't get a chance to contact Zara to inquire the status of my order however, when I placed the order it stated that I should receive my order in approximately 5 days so I wasn't looking out for. On December 27th I contacted Zara.com to inquire the status of my package as I did not receive a tracking number and was informed that it was delivered. I expressed to the representive that I did not receive the package and I would have my management office investigate the matter as my building is equipped with cameras but in the mean time could they possibly ship me out another item as this was a gift for my daughter and was afraid that the item would be out of stock if it needed to be re-ordered. I was told by the online rep that there was nothing that they could do besides open up an investigation in reference to the package. Currently, I am still awaiting on a response back from Zara. I also reached out to the delivery company "Lazership" as the tracking number indicated the package was delivered to customer however, I never received the package. So now I paid for a jacket that I do not have and I checked back on the website and it is in fact out of stock. I am furious with the level of customer service I received from this company. When you order an item you expect to receive it and in the event the package is lost or stolen the customer should be help liable for it. Ship out another order and conduct your investigation. I will never order from Zara's again.

I have never received worst customer service. Their website states "Free Returns." and as a trusted and loyal customer to Zara (internationally) I ordered a large sum of clothes online and a few of the items did not fit. I was blind sighted today when I walked into the Zara store at Mall of America and was told that they can no longer accept my return because it has been just over a month. They informed me I should call Zara. I did, and I spoke with the supervisor and was told robotically 100 times the same pitiful answer. They were no help to me and extremely unwilling to help me get in touch with somebody who could actually assist me and my concerns. I was told it is absolutely impossible for them to take back my clothes, and that I can't even receive store credit. But I've worked for retailers and it is always possible to override the system when necessary. I am sickened by their incapability to assist loyal customers. I once trusted this company, and now I feel as though they have stolen my money. It is simply ridiculous.

This is a 100 billion dollar company that does NOTHING but waste your time. I ordered my package on December 10th... never received it... on December 18th I called to complain... and they advised they could not help me until it showed delivered... opened a case on December 20th and. MAGICALLY the tracking said delivered on the 17th... which is NOT at all true... why would I call on the 18th, 19th, and 20th if I received it on the 17th.? What sense does that make... Now instead of taking my word for it they are wasting my time investigating. You would think they were the freakin FBI with all of the investigative work they have to do... I HAVE NEVER FELT SO DISPRESPECTED... they have terrible customer service. They do not value their customers at all.