Worse experience I have ever had in my life. I just bought my son a coat, washed it once and ruined. I washed it in cold water and all the inside balled up. I didn't even dry it thank god! Probably would of went on fire! I messaged customer service for them to leave me hanging. Called 800 which asked for pics. It won't show in the pics so they escalated it to a different department. Got a email next day requesting pics. Called back 800 and guy says they need pics. I told him you can't see it in pics and it has to be touched. He still insists on pics. I ask for a supervisor who I'm told I have to wait THREE days for one to call me. All I want is to exchange the item. Mind you I just ordered two other coats for my other kids which will now be returned. Items are trash and so is customer service. STAY AWAY FROM THIS COMPANY. RIP OFF

I purchased a pair of children's sweatpants for $28. Upon first wash (normal wash/dry) the item shrank multiple inches to be unwearable. Seams puckered due to uneven shrinkage. Washing instructions are unintelligible symbols, but Zara customer service determined it was not their fault and refused to assume any responsibility. The customer service process took over 2 weeks and included 3 chat sessions that terminated prematurely on their end, and 2 calls several days after promised callback timeline. Terrible quality product, even worse customer service.

I really enjoyed my clothes and the service was great according to the price I paid, great job! Hope to buy again soon, thank you!

Ordered a gift in mid march on line. It didn't work out but i couldn't pick item up from recipient and return until August due to the pandemic. She could not return herself within 30 days because of her age, and covid. They refused to accept return even though their stores were closed. No refund, no exchange, no store credit. ZERO! Done with Zara, there are too many other stores with great customer service that would be happy to have business, especially now.

I ordered 2 shirts from a sale they recently had. I got a confirmation email and everything, expecting my order to come within a week. Well, that week passed and I got an email saying my order was cancelled because it was out of stock? How are you going to sell something that CLEARLY wasn't out of stock when I ordered, and then tell me, a WEEK later that I can no longer receive them? Granted, the person I talked to was quick in his reply, but to tell me that my order "was never wrapped and shipped" is completely unacceptable. If something is out of stock, DO NOT let someone purchase it only to tell them it's not for sale anymore! Don't buy anything from Zara online, or Zara for that matter.

Suwu Ren
I have been shopping online for almost 10 years now and this is the worst company I have ever shop on. Aliexpress sellers have better customer service than this company. Bought over 300nzd worth of clothes but they sent me something I did not order, not my size and was only less than 60nzd. I chatted, emailed and even had to make a Facebook account just to get any response. A week after I received an email that I can proceed with the return. Went to the store and returned the item. I was told they cannot give me the correct products because the email only says I can return. They took the wrong order, processed it through "extra online" and said I will get a refund within 24 to 48 hrs. It has been a week since I returned the item but NOTHING. They are not even responding through FB chat anymore. Everytime you talk to someone, no one seems to know about your issue. You have to tell what happened over and over and over again and it always goes back to "oh we're so sorry for the inconvenience, we will look into this matter". But the "looking into this matter" never ends, it will never resolve. Disgusting! Hope this company gets bankrupt!

Awful experience with Zara's customer service.

I used their online tool to determine my size according to my height and weight and I came out to be a large size (weird because I always wear medium). Anyway, I went with it, and of course, as soon as the items arrived (6/2/20), I realized they were too big.

I packed everything back in the original packaging, along with all tags, and returned the items on 6/3/20. According to USPS, my return was delivered on 6/10.

Ever since then, I've been reaching out to their customer service trying to figure out what's the status of my refund. I chatted with their agents 3-4 times so far for about 40min each time (because it would take them 10min to respond). Each time, they would ask me for full info about myself and the items that I ordered. NONE of the agents were able to give me any information about why my refund was late. They kept repeating "wait 10 business days for your refund" even though it's been WAY OVER 10 business days and their refund processing time was long gone?! It seemed like I was chatting with bots. One time, an agent was even trying to convince me that their 10-14 day return processing timeframe begins not once they receive the items but once they inspect them?! What? I know that's completely not true, but I can't even believe a company as big as Zara is using these lame tactics.

I was promised twice by two different agents that I would receive a call from a manager within 48hrs, which never happened of course. I wrote to their customer service on facebook and instagram - not a single response.

Since I lost all my patience with those online agents, I went to a store to see if they can help out somehow. The manager was shocked with how bad the online customer service was, she confirmed the refund processing time passed by (you should have seen her face when I said I was being convinced the time starts once the items are inspected). But, she couldn't help me, because they have nothing to do with online purchases.

Anyway, I reached out to my bank and started a claim, as I realized I would never be getting money back from Zara. I understand companies are overwhelmed right now, but lying and stealing from your customers is not a way to go.

I've ordered clothes from ZARA multiple times, over several years. I appreciate the funky styles and not-clingy materials - as a curvy, taller woman, I think the larger (XL and XXL) sizes fit me well. I've never had to return items, so I can't speak to their customer service. As for delivery times, it varies. The most recent order I made in early May, took over a month to be delivered. HOWEVER, considering the world-wide pandemic, I hope ZARA employees and warehouse workers were able to stay safe and at home, if they could. Anyway, I didn't need new clothes rushed to me, and I'm happy to have received my order today. The unique dresses are amazing... can't wait to wear them out some place, some day