I ordered shoes on the website having never shopped at zara.com before. Received shipping confirmation a few days later but without a tracking number... odd this day in age.
Yesterday, an email arrived saying the order was cancelled and refunded with no explanation. Live Chat couldn't answer why they shipped then cancelled the order.
At this point, a retailer trying to acquire/keep new customers should offer a coupon, etc for failure to get the goods to the recipient.
As an avid online shopper, im seeing this happen more frequently and have cut out many big names from the list i'll do business with. Consumers don't have time to deal with the problems. That is exactly why they shop online... it is supposed to be convenient and easy.
I've had the same issues with Nordstrom, Neiman Marcus Group and am willing to pay more for a product to ensure it will arrive quickly and easily.

Bait and Switch! - so I just left Zara on 5th Ave and 52nd Street in NYC. I have never written a post about a stores customer service before but felt the need today to stand up for myself and others who might encounter a similar issue at Zara. I went to purchase a short sleeved shirt that said $19.95 and another shirt that said $35 and was expecting to pay around $56 with tax. When Suada rang me up she said the final payment was over $80 dollars. I then showed her the price tag and she explained to me that the price is mislabeled and is in Euros. I was completely flabbergasted and said what kind of business practice is this to list a price and then switch the number and expect a customer to pay the upcharge. I asked for the manager and was told they could not do anything to change it. The General Manager Pedro Estremera then came to me and said that they could not honor the price on the label. He then called their customer service line and a woman on the call said the same thing. I expressed my upsetment and told them that these practices by Zara as a business are terrible. I wouldve happily paid for the labeled prices and in fact thought that Zara was good until this occurrence. I will never shop at a Zara again after how I was treated and hope the public reading this takes this into consideration. If I could give a negative number I would for this encounter. Just Terrible -
Terrible customer service and practices.

I ordered several items that cost about $460. On 05/27/2018 I got an email from the tracking company that the order was delivered to the front door. Surprisingly, there is no package, though I have a concierge in my building and it could not be stolen. The LaserShip as well as Zara do not want to take any responsibility or even provide the evidence that the package was delivered. I recommend you not to use Zara store as its customer service is not existing. They just take your money and leave you with nothing. I will never use Zara.com again.

I went into a store trying to do an exchange for a couple of items from an online order I placed. The sales girl informed me that since it was past the 30 days I had to call online for the exchange and/or store credit. Ive ordered thousands of dollars worth of Zara for my son and the first time I need to make an exchange for size, NEVER ONCE ASKING FOR MY MONEY BACK, they said that since its past the 30 days they cant even offer me an EXCHANGE for a size that he can wear. I spoke with Yasmin who claimed they make exceptions but made it clear I wouldnt be one of them. When I asked to speak with her supervisor I was told they would just continue to reiterate that they wouldnt be making an exception. WHATS THE POINT OF HAVING SUPERVISIORS WHEN CLEARLY THIER SUBORDINATES MAKE ALL THE DECISIONS FOR THEM. I suppose if they treat their employees as badly as the reviews and glass door say I shouldnt expect them to treat the customers any differently. Im glad the sales girl directed me to a dead end and I wasted my time trying to find a resolution. Ill spend my money at a company that values both.

I worked at this ZARA and I quit because the Managers are on a high horse and treat their employees like SH*T. During a sale, customers come in and DESTROY clothing, THROW clothing on to the ground, HIDE CLOTHING in the store, bring in 40+ items into the fitting room, and STEAL items. YET the managers use the phrases "customers are always right" and "we are a people company" (direct quote from a manager). HOWEVER they use these phrases to justify when a customer harasses, abuses the clothing and mocks employees for enforcing store policy. If you treat your own employees like SH*T then how do you expect anybody to work for you or shop for you? I am well aware that many people quit after I did.

I ordered about $250 worth of items from Zara's online store, only to receive poorly made garments that were already falling apart. When I contacted Zara to let them know the $70 dress I bought arrived with button elastics snapped off, buttons scratched from color, and seams falling apart, they responded back to say that they denied this a result from their manufacturing. What else could be the explanation then? Did the garments start to disintegrate during shipping? Unbelievable. I'll never be shopping with them again.

It seems that Zara absolutely don't care about costmers health. First time and the last time I bought black color jeans from zara for 25 with worst quality. They are coloring, so my legs were all black but it's not the biggest problem. On my skin appearded very strange reaction, I got painful purulent and skins is scratching all the time. I've never had any allergic on materials before. Be careful when you buy something from this store.

Worst customer service and exchange policy. I came into the store to exchange a sweater that had a snag but I didnt have my receipt... I was in the area without the sweater, so I stopped at the store to ask a manager if I could exchange the snagged sweater next time I come to the store; the manager said I could return it when I was in the area. So, today I decided to exchange it, they made me wait 30 minutes and next the end they said NO YOU CANNOT EXCHANGE ANYTHING WITHOUT A RECEIPT... why could they just tell me right from the start...
Horrible customer service

Great prices but when you have to return any item its just not worth saving the money
They give you a very hart time returning
You have to request a shipping label (untill you figure out how to request it...)
Then it can take about a month to receive a refund
Bottom line they want to make sure you think again before returning any item

Beware that Zara has changed return policy a year ago! I purchased a sweater with my gift card yesterday at Santa Monica location. When I try it at home the sweater looked too transparent which I couldn't see in the store. I decided to return on the same day. While I was waiting in the line to return, I realized that there is no receive in the bag. I figure that isn't a problem since they can use my gift card, but I was wrong. I was told that without a receive they can't return only exchange to the same sweater ( what the point of that if I am not happy with the quality). I recall that I asked the sale person if she can tell me my open balance when I bought the sweater. I think after she highlighted the amount on the receive, she forget to put in the shopping bag. Although they were print out of all the purchase activity of my gift card it was not good enough to return the sweater. Basically I am stuck with a sweater which I will not able to wear and most like will donate. The new return policy completely unacceptable, especially in my case where they were able to see the purchase from my gift card. ZARA isn't as use to be. Most of the merchandise quality is poor and the customers service bad as could be. I definitely will stop shopping from Zara.

I ordered from Zara, i spent over $100 online, plus extra to get express NEXT day shipping. First of all, it didn't arrive in one day but whatever, and then Purolater apparently just left it on my doorstop without asking for a signature, calling me, or even KNOCKING which in montreal is just asking for it to be stolen. I checked with the front desk of my apartment and they claim that NO deliveries were made that day. I contacted Purolater and they just told me to contact Zara. I did and they said they basically weren't responsible but that they would "look into it". It has been a week and they AGAIN, essentially just gave me the run around. IN WHAT WORLD are you supposed to pay $130 to a supposedly "reputable" company and have it just disappear into thin air with no explanation?

Just get it delivered in store and save yourself a stress-caused stroke.

I really love the cloth of Zara brand and prices are really nice when it is sales, nonetheless, the quality sometimes is not the best one. In Warsaw I had no problems with shipping, it was delivered really fast and trousers and sneakers were new.

Don't buy from Zara for these reasons:
1. Clothes don't last beyond a couple of washes.
2. No returns after 30 days
3. No exchange after 30 days
4. Stupid return policy - 1 month no exceptions so can't buy ahead for a birthday as you can't return or exchange.
5. Managment escalation is useless
6. The employees are useless.
7. No help at store, too busy stocking than wanting to help you, what is important, sale or stocking?
8. Long line at Cashier as Management is too stupid to put more people on CASH

The worst customer service coming from a so called "high end" brand. The only way to contact them is either through phone or chat. Their chat feature is supposedly 24x7 and that is a huge lie because I tired contacted them around 8pm pacific time and no response, but when I contacted them at 10am pacific time they answered immediately.