I bought a pair of jeans for my daughter for Christmas. I bought them in November and she didn't open them until Christmas. They are too big so she wanted to exchange them for a smaller size. This is the second time I have dealt with their Customer Service. It's the worst I've ever dealt with. Because the 30 day return policy was up, they wouldn't EXCHANGE them. I was supposed to have a manager call me; instead I got an email that said they refuse to let us return them (not what we asked for) or exchange them. I could have let it go, but then I got the second email from them - This is the part that gets me... because I ordered the items as a "guest" meaning I don't have an account with them, they wouldn't exchange them anyway. So they only treat you with HMMMM respect (hard to say that word) if you are an account holder. My daughter has a ton of Zara clothes. Never again. Horrible horrible customer service - and then to say they wouldn't exchange them because I am "simply" a guest. My money doesn't matter is what they should say.

This company is full of s*** and everyone knows it but we still keep buying. I feel angry with myself for patronizing this company again after I promised myself I wouldn't after the last time. Never again. Poor quality clothing but even worse customer service especially in store in Chicago. These stores are the absolute worst. And Zara's b.s. About returns needing the specific shipping receipt is like, wtf. They make you feel like it's something special that they process the return with the original receipt. Like? Seriously. Systemic issues, completely wack business practices. And when I told the attendant I wouldn't be shopping there anymore because of the endless issues, he was like, oh, that's what everyone says. Okay, then everyone must have a problem with the issues at the store. But of course nothing will ever change because capitalism mixed with American poor service.

I placed an order for a Christmas gift on December 4,2022 for my son-in-law. I thought the time frame would be sufficient. The item was delivered Dec 12,2022 but to the wrong place (the courier sent a pic of the package placement - it was a business or apt front, not a single family home). I called and told them I did not receive the package and needed to get a new item before Dec 22nd when we would be celebrating. They needed up to 72 hours for the courier to investigate. After that time, I received another picture, same building (I also verified my home address and it was correct) and said this shows it was delivered, and they were closing the investigation. AGAIN, it is not my house. With some pushback, they sent this notice to me via email " Please bear in mind this is a one time exception. We suggest that for future purchases you use an alternative delivery option, such as in-store delivery or delivery to a drop-off location in order to avoid similar issues." Why is the courier's inept delivery now my fault for future deliveries I wonder? No worries - I will NOT be ordering from ZARA again.
The company put in a replacement order 12/26/22 for delivery 1/2/23. I would then have to ship it to CA - an additional expense. It did not arrive 1/2/23, so I called 1/3/23 and inquired on the status, since the tracking just said out for delivery. The chat bot said it would be delivered in 24-48 hours. I then called 1/6/23 - and spoke to a representative. He stated deliveries are slow and to be patient. I asked for compensation of some kind for the over month long wait for a product and the hassle of having to now ship it myself elsewhere. He stated Zara does not provide compensation. They also do not provide good customer service. I cancelled my order - as no date could be given as to where this item was.
I expect better of a company that has higher end mechandise purchased at full price.

I bought clothes for my daughter for Christmas in November. They did not fit. When I went to return then they said it was past the 30 day window and they would not make any exceptions. When I asked to speak to someone above her she told me no one was available and if I called back they would all tell me the same thing. Very poor business practice and I will never shop there again. Should have read the reviews before I shopped they have horrible reviews.

Can't believe how bad your customer service is! I did love shopping with zara but now ive realised how bad your company is considering your a massive company you think they would be willing to help your customers. I went on chat for over an hour to get no where constantly to be run round in circles with no help. Chat being cut of after a while and they take so long to reply to your message the time runs out for then to only ask for your name address email and order number again for the 5th time!

I ordered a lot of bits for my daughters birthday so payed for fast delivery to get it in time got a message saying package was delivered we were all at home but it wasn't delivered they must have gone to the wrong address. So contacted zara to see how to resolve this and because I have other big parcels from zara on the way to me I don't want this happening again so contacted to ask if i could have all my parcels signed for but they said they can't help me. Absolute nonsense they are losing loyal customers it seems. Can't believe I've never looked in to zara reviews.they are such a bad company!

Purchased two items there. A pair of pants and a black top. Disappointed. The materials for both items are cheap. Workmanship is cheap also. Lines ridiculously long to pay. Cold employees. Never again.

Bought 2 pairs of jeans for my daughters for Christmas. I purchased them Nov. 5th to be sure they did not run out of stock. One loved her pair, but the second does not. I was under the impression I had until Dec. 30th to return them. I was told I actually ordered them too early to qualify for the Christmas extension that gives you to the 30th to return. I would have had to order them between the 15th and the 30th of November. This is the worst customer service I have ever experienced in my entire life. I will never purchase from them again and will be sharing my experience with others. I hope they are grateful that they can afford to lose customers.

Zara has worst return policy and its customer service level is way down than its competitors
I will never shop at Zara

Do not buy holiday gifts from Zara! They will not return anything after 30 days not 31 days and they didn't stretch it out over the holidays like some other retailers to all I wanna do is exchange it for something else and then under no circumstances, but they exchange it. They also have two different policies for online orders and install orders. I will never shop at the store again.

I bought a blouse a couple hours ago at Zara's Scarborough Town Centre, in Toronto. I didn't want to try at the store because it was so crowded. I loved the style and check the size and decided just to pay for it and came home to try it on, immediately I noticed it has a terrible odor, I did not noticed at the store, sadly it looks that this Item was already wore, the terrible smell in the armpits tells everything! And these marcs inside the blouse, are the proof it wasn't new! I guess somebody used it then returned and this company does not care about it and they place price tags and display it again as nothing happens. My thoughts are they say: "other customer, (like me) wouldn't notice this at first so we can deceive that customer and sale it again! That's what I think is their mindset. Very disappointing! For sure I will return it tomorrow and never buy something from them again!

I ordered a pair of jeans for my granddaughter for Christmas on 11/17/22.
Emphasis on Christmas Gift!
They did not fit - I recorded another pair.
I called customer service for return label and was told it was past the 30 days and NOT RETURNABLE!
Now what am I supposed to do with a pair of pants that don't fit?
I may just return the replacement pair just because of the refusal to return.
THEY SUCK NEVER BUYING ANYTHING ELSE FROM HERE!

We purchased some boots for our daughter this Christmas in late November. Christmas day she opened the box, but the boots were too small. Size 6 is what she has always worn. We called Zara right after Christmas to exchange for the next size up. They would not ever consider it since it was over 30 days barely but over 30. We are stuck with poorly sized boots which I now read in reviews is quite common with Zara along with their terrible return policy. Who would ever buy a gift from this miserable establishment. Seems they just don't care. Well, there is one family that will never purchase anything from these rascals again.

Stay away from this place. There is no customer service and IF you're lucky enough for someone to respond in any fashion, they are inflexible and totally rude. Their return policy is crap too. I tried their "online chat" option and no one ever helped me but sent another auto-reply that they hoped my issue was resolved. What a joke! I can't even get ahold of anyone to ensure my return was received that I had to pay to return, even though their product didn't fit the description properly!

Live agent
11:26 AM
Please hold on while I am redirecting you to an agent. If your query is in relation to an online purchase, please provide us with your order number, name of the owner and associated email. Thank you.
11:26 AM
Please bear with us, one of our agents will assist you shortly. If your enquiry concerns an online purchase, please kindly confirm the order number.
11:28 AM
We sincerely hope your concerns have been resolved. Please, do not hesitate to contact us in case you need any further assistance.
11:31 AM

Worst brand I ever shopped with, I bought a white shoes on 15 th of october 2022 and today is 23 December 2022. I just wore these shoes three times and the rexin material of the shoes are tearing apart.
Don't buy any thing from this brand.

I ordered items online from Zara's website. I called Zara several days later to check delivery status because status did not update on the Zara website for a few days. Zara gave me the tracking number. I called the shipping company Zara uses called 'Better Trucks'. They had the tracking number, but not the package 'yet'. A day later, Zara issued a refund. I never requested a refund, I just wanted to know where my package was. I called Zara's Customer Service (CS). CS would not give me the reason why the package was not delivered, only that a refund was issued. CS said I could reorder if I wanted to. I asked to speak to a supervisor. I was told 'No'. I asked could they reship. I was told 'no'. They said I would have to go through the process of purchasing again. I asked when the customer has been wronged, at no fault to the customer, does Zara do anything to make things right? They said 'no'.
When purchasing online from Zara, please keep in mind, Zara does NOTHING to make things right when the customer has been wronged due to no fault of their own. This is a classic case of Zara doesn't care about satisfying the customer. Buyer beware!

I've spent nearly 20k... Yes... 20k over the past decade on Zara wardrobe for my daughter's.
I've strictly buy in sore until this year, which I made my first online purchase. For the most part the ordering process was ok, unfortunately some footwear didn't work- I had to return- and literally had to spend over 3 days tying to get my refund.

Ok... Well that issue was resolved as much of a pain it was
BUT I had a quality issue with the one polo I purchased.
My daughter wore the item 2x, and I washed it, in my brand new washer, on delicates and in cool. I then let is hang dry.
Unfortunately the item pilled SO badly... it's polyester based, from recycled material, which really shouldn't be an issue and yet it was.

I had to spend over 4 hours talking to RUDE, SLOW, and obviously INCOHERENT.
No one could come up with a resolution... Stating that their policy is that items can only be return in perfect condition and with tags attached... Ok. Well. How is that possible when the fricken issue happened AFTER it was worn?

I asked to speak to a manager or supervisory and every agent I spoke to refused.
What in the world is that kind of customer care? Never in my life. I refuse to purchase anything from this trashy company again.

My parcel was delivered to me on the 12/3/22,11:23 AM by their claim on their website and Ecom delivery company.The cost of lost goods around $800. Need to be reported to the Better Business Bureau.
I live in condo and concierge confirmed there was not parcel. I had no confirmation email to say it had been left anywhere. No photo evidenced.No proof like it's done in Purolator. I have contacted customer service every day since December 5 th and they said it's still under review!

14 days to try to receive a product and 300 calls
Later. I have failed. People there doesn't know to work. They are great saying that they apologies for the inconvenience and that we can contact again tomorrow to have solution then.

Ordered product which showed as "deliver to the door" however, we never received it. I had a "chat" with a C/S rep who advised that she needed to investigate with carrier and I needed to call back in 72hrs. That chat took almost 30 mins for that result. I phoned C/S after the 72hr period and received that exact same story (need to START an investigation with the carrier). I had a reference # from my first conversation but nothing was on file. Asked to speak to a supervisor -- not one available. Another 30 min of zero help and the same story. Then she hung up. For a simple pair of $49 jeans, no exchange (even though she confirmed the jeans were available) and no refund. I have to call back in another 72 hrs. Treated horribly, told the same story with the exact same lines, and absolutely "no supervisor available" to help a customer. I will NEVER order from this company again.