Set aside the fact that the quality of Zara's products is far away from the cool-looking pictures online.
When I returned my online purchases to the Pasadena store, they (with a condescending tone) refused to provide me with any proof of my returns including a printout receipt claiming "all the other stores have the same policy on online returns" - which is not true.
When I asked for the rep and the manager's name, their response was "We are not allowed to give out our names to customers." They said I have to wait for the email for proof of return - which I am still waiting a day later. Deceiving products, worst customer service, will not purchase anything else from Zara.

I ordered an perfume and they delivered me damaged product. I returned that the very next day and it is been 10 days, I have no update about my return and no refund. They are making fool of customers.

I spent over $400 on 3 gifts for my daughter. I needed to return the $200 boots but it was past their 30 day return policy. It's the only store I ordered from that did not extend their policy due to it being a Christmas gift. But shipping has been slow so I ordered ahead of time. Now I'm stuck with $200 boots that can't be worn.

Got a second hand dress delivered to me!
Yes, a dirty, smelly, sweat marks, on the hem line on the collar-neck line, on the arm pits. The dress material had lint bubbles!
Moreover the dress had no price tag!
Never mind the smell, the dress was visible old and dirty!
And yes somewhere, some Zara person/people managed to package it and send it to me.
Now, because I had opted to collect my package from the store, I naturally went back to the Dundrum Zara the next day.
While the store manageress on shift (11. 01. 22) was equally shocked and handled my query to the best of her ability, with limited decision making rights- another employee of Zara at the refund counter decided to quiz me for the tag!
Absolutely horrendous expirience.
Left me wondering what was worse, getting an old dirty dress and be expected to generate a tag or getting a note from exploited sweat shops employees.

I bought a dress for my daughter as a Christmas present. It didn't fit, so tried to return it as soon as possible after Christmas while still trying to stay safe given the recent COVID outbreaks. Because it was outside the 30-day window (maybe 2 weeks outside the window?) -- zero options. No refund, no exchange, no store credit. I gave the dress back to them as I couldn't use it. I have never had a store be so inflexible especially in the pandemic.

Zara has one of the worst return policies I've ever seen. They were not flexible with Christmas item exchanges if a different size was needed (past the 30 day return policy). Now I own a lot of clothing items that don't fit whatsoever. Another terrible rule is if the item was bought in the store, it can't be returned online. I don't live near a Zara but now I have to make a road trip just to return any in store items! Absolutely ridiculous and I won't be shopping here again. Have a more flexible policy if you want to keep customers!

I hate going to the store they always treat me bad the customer service there its very poor. The help by how you look and how you dress

I rarely write negative reviews but felt it absolutely necessary in this case. Zara only cares about profit and has the worst customer service I have ever experienced. Also, with how many times my money hasn't been refunded, or a package has been "lost" or "damaged" I feel very strongly that they are gaining profits on items that are "lost" that they never actually sent. They get their money and won't pay you back no matter how hard you try. I eventually got reimbursed through PayPal.

Zara has some of the cutest and best quality clothes for my kids but I will not support this company any longer. Every single time I have ordered from them there has been a huge error and complete lack of accountability. It doesn't seem like their employees are trained well at all and they are completely rude on the phone and make it seem like you are causing them trouble.

Zara said my package was delivered, yet I never received it and I was home with a ring doorbell. They told me to check with my neighbors but said it was out of their hands. Unbelievable. This last time has been such a headache… I ordered $600 of clothes and only one box arrived. Talked to a representative and thought I got everything squared away. Look at my new order and she reordered a bunch of items I already received and I was missing many of the items that I had ordered. Had to call again for another hour long phone conversation and this person told me I would need to return those items (which is a huge headache when you have 4 kids and are ordering online for a reason) I also didn't receive half the items that I ordered during Black Friday even thought they said they were available on the website. (she said they were too low of stock) really frustrating considering I saved specifically for that sale and missed out on other Black Friday deals for school clothes. Those are just a couple of incidents. I have had about three other incidents where they have messed up and it was never settled. Damaged packages, charging too much, etc.

They genuinely don't care, don't offer discount codes for your trouble, don't do anything for their incompetence. I think they are a scam and stealing from customers. It's just a matter of time before they get called out and go under for such poor business practices.

I used 2x £50 gift voucher and one was declined. They would not accept that they had still taken both £50 and not just one. I checked with the office that had issued the gift vouchers and they printed evidence that Zara had taken both £50 vouchers. I returned to zara with the printed out evidence and they still claimed that only one voucher was valid. They stole £50 and said there was nothing they could do until they checked their accounts and that could take days.

Such a good clothes until you facing issue with an order. Customer service in US is poor! Several time I was told to contact them later, and then it turned out that it was too late and nothing could be done.

I placed an order online and it never arrived. The UPS tracking info clearly states the package was damaged and contents were missing and the empty box was discarded. I have called and had 2 chats with Zara, each experience more painful than a root canal. Each time I am provided a new case and told someone will be in touch. It would be easier to challenge the charge with my credit card company. I realize the clothes are cheap but that's no excuse for stalling my refund when you can see the package never arrived and UPS has even contacted Zara about it. Literally worst retail experience ever.

I like the items that Zara makes. However, when you shop online the sizes are hit or miss. Therefore, I end up doing a lot of exchanges. Zara is one store that takes limited responsibility for their mishaps. Instead they blame the customer. They send with tags attached but the pants was obviously worn as there was dirt mark at the end of the pants. All I wanted was a new pants same size and return the one they gave me. I was told they had to an investigation…., really. They never offer discounts or anything when they mess up only apologies. Zara do better please.,
Customer service piss poor!

My niece tried to return a jacket that she got for her birthday. It was purchased from Zara store). She did not like the jacket that she got for her birthday and wanted to return it. Because she did not have the original receipt, they would not give her a store credit. The tags were still attached to the jacket but that did not matter. I think that is horrible that they would not give her a store credit. It was not worn and it had the original tags on it. We will not be purchasing anything that from this store again. When I called customer service they did not care. I think this store has gotten to big and they forgot that customers that go to that store made them who they are today.

I like this brand because its quality is too good and i really like its latest pattern. I recently purchased 4 shirts and 2 jeans from here

Some of their stuff can be a bit pricey, but the quality is usually really good and the service is great. Recently I went in with my boyfriend and got a nice red puffy jacket which looks perfect for going out to restaurants in Winter. You can find some great stuff here but I recommend going when they don't have sales because sometimes it can be packed during busy days.

Hello, I really like your service, I ordered my son's things, received orders very quickly, prices are very cool and often promotions. Your quality is not comparable to other brands. Thanks for the quick reply you are wonderful

I called Zara four times to talk to them about a return. They said they would send a return label and none was sent. Finally they told me that they could not send one. I am within the 30 day policy. I wanted to talk to a manager, and I was told a manager would call me back. This has not happened! I can't believe it is this hard to get some customer service.

I am a huge fan of Zara clothing. Their stuff is always so chic and on-trend, at a reasonable price. I particularly like their A/W range - their coats look super expensive.
One downside to the brand is their website. It is super complicated to navigate and the images do not clearly display the clothes.

They count the 30 day return window from the date it ships out but it takes 2 weeks to arrive! My order is still not here yet. They use Fedex home delivery (cross country snail shipping to go through each state and change trucks in between and always delay). But the 30 day return window is already ticking from the date they sent out my product. So, they are basically lying about the 30 day return because it's never 30 days. And I talked to their rep, they showed no sense of helping or changing my returning window time. This company's return policy sucks. And I hardly experience other US stores has this kind of unfair return policy.