Stood in line for 30 minutes to make a return with only three people ahead of me. The two ladies that were running the return registers talked to each other the entire time never once speaking to the customers, except to tell them that their receipt would be in their email. Not a hello, not a question as to why items are being returned, zero dialogue with customers. They just carried on a conversation between the two of them the entire time which also slowed the return process tremendously. Used to be one of my favorite stores. I can spend thousands elsewhere.

Customer Service of zara is terrible they don't care customer's problem and not even trying to fix their fault. I didn't get my order but customer service says we delivered it and your case just rejected!

Zara's customer service agents are very curt. However in my experience, they will eventually get things done if you hassle them for long enough. Their products are good quality - which is an expectation of mine, given the price. If you're hesitant about purchasing, don't. They make returns and replacements arduous.

I purchased a pair of pants in late May 2022 and I did not like it, therefore, I returned it immediately, of course with the tag. Zara notified me that they refuse to accept the return and sent it back in early July. This was a very unexpected situation because I have been waiting for a long long time to get the refund! I called Zara 3 times in the last 2 weeks. There have been no updates until now! Also, all three customer service agents I spoke to sound reluctant to care about my problem at all. They sound tired or sleepy which is very unprofessional. I would never buy anything from Zara from now on. I recommend you to find elsewhere to buy fashion products.

The operators are polite, tactful and competent. I recommend this store for shopping and I use it myself. The employees are happy and cheerful!

Lost $500 of merchandise over a 3 week span they could not get a delivery to me telling me the package was on the way when I paid for 2 day delivery. I still have not received my package and have wasted time talking to 4 customer service people who do basically nothing.

*******

I don't know why there is so many bad reviews about Zara. I will admit that customer support is not good, that is why I gave four stars but clothes are more important here, I am buying there for years now, always top quality, doesn't matter if it's winter or summer collections.

Beyond poor! If I could rate 0, I would. They have the worst customer service. Online platform and in store
On one side the most uneducated staff, no manners, no knowledge of products and policies. On the other side, the worst and user-UNFRIENDLY policies and services.
Returns and exchanges are horrible. So unorganized. I have attached my experience with their online customer service and she literally closed the chat on me knowing how frustrated I was with the delay of service.

I would give 0 if it let me.
I bought a dress online... arrive 3 days later... on the same day i requested a label since i didn't fit on it and i sent it back.
After a month i got an email saying that the dress show signs of worn...
How i possible i worn that in less than 3 hours, same day arrived, same day printed return label, next early morning sent thruoght my carrier...
I contacted customer service...
After 30 min over the phone, i was told that they will be check again my case...
Couple days after. Got email...
Saying our decision remain the same. Not reply this email.
Unbelievable i wasted my money.
Done with Zara.

I wasted my money

Ordered from their website and the items were never delivered. Had to dispute with my bank. Never again.

Refused return of online order claiming missing tags. No tags on arrival, so no tags on return. Item clearly not worn, in my possession less than 12 hours. They do such massive business they don't care if individual customers are satisfied. Will be glad not to contribute to cheap fast fashion's negative impact on environment. Lost money possible retribution for having shopped with an immoral company in the first place.

Worst return experience, don't buy cloths from Zara if you want to return them (specially the one in Amstelveen). They make you stand in queues for hours with only one person at the counter, who btw is in no rush to gain customer points. They don't care if you have an emergency or your child is falling on the floor exhausted standing in the line for over 1.5 hour.

The floor manager doesn't seem to care, other than rearranging the queue to fool new customers into buying and only regretting if they have to return.

I wanted to return items, so I went through the standard return process, which included receiving an email confirmation about *each* item being on my returns list (just as you'd expect). When the item reached the warehouse, I noticed they didn't give me a refund on one item. I chatted with customer service and they argued that I never put the item on my returns list, though I had email evidence stating it was listed. Ultimately, they couldn't argue with that so they were like, "The warehouse never received it- it's Fedex's fault." I explained that each other item was returned, so it couldn't be Fedex- must be their warehouse management failing at itemizing delivered items. After this process, Zara said, "Well you're not receiving a refund, so we're shipping THE ITEM back to you because it was worn." While in reality, I never even touched the item besides boxing it up for returns. So either an employee played dress up real quick or Zara believes in the, "Customers are always WRONG" mentality.

I solely shop at Zara and will stay loyal unless they screw me another time. Just beware of the ONLINE returns process and how shady their customer service really is.

Every time I order something online it came dirty, or with wholes or damage …. I will never buy Zara again ……. One of the dress that I ordered in one wash damage I paid $55 make yourself a favor and don't buy there …..

I thought mango was bad. Zara is worse. They let the customers to figure where the package that supposed be picked up in the store where was shipped. Thx and Burlington has better customer service. Typical pig euro trash Spanish. They come to America just to grab the bucks. Until they will disappear in sky. Zara the shiftiest place to shop A $#*!hole full of $#*!.

The entire company should shut down... poor service, poor product... out of stock on so many items. Their E-commerce platform sucks... they charge $15.00 just to send an e-gift card.

If I could give them a 0 for customer service I would do that. I went up to Zara and they wouldn't let me return my outfit without the receipt or give me store credit UNLESS it was the same item. Then the manager had a bad attitude and gave me a number to customer service to call for a receipt. So I called for the receipt and the representative stated it would take two days for my claim to be processed. I asked to have the email sent to me that I spoke to someone and that I'll be awaiting for a email. The representative told me they could not process my order. And on top of that they asked me to find the day on bank account of the day of my purchase? I'm upset and expected more from a brand that you spend a lot of money for and their policy's need to be changed. I will not be shopping with them ever again they are HORRIBLE!