I purchased a dress and skirt for my daughter online. One item arrived ripped, and the the other began to tear after she wore it for a grand total of ONE times. That's sad. Also I recently read an article about how they don't even pay their employees fairly in the factory. It's not like they are offering bargain bin prices so it is sad to see that they are heading downhill. I will not be buying her anymore clothing from here anymore unfortunately.

Seems like others have had the same experience as me! I ordered six items online and sent back four for being poor quality or looking nothing like they did on the website. They processed three of the garments but tell me they can't find the fourth and so won't honor my refund. So now I am out of pocket for a pair of terrible-quality jeans that I don't even have to use a a cleaning cloth! On top of that, their online customer service is rude and unhelpful. I've shopped at their stores for years but this was my first time using Zara.com. I definitely won't be using their online site again and probably won't bother going into a store either. Spend your money on better quality goods, elsewhere!

I have proof that one of the Chicago stores gave me a used gift card for a gift card that I purchased and gave to a friend for Christmas. After waiting more than two weeks for them to look into the matter, they said that there is nothing they could do about it. Lucky for me I use a great credit card company that promptly returned my money when I disputed the charge and gave them the details. I will never shop at Zara again and I encourage everyone to stay away. Everyone makes mistakes and obviously they are not willing to admit it when they do. Shop at your own risk. I was not surprised when I went to write this review there were so many other poor reviews.

Wished there was a way to give negative stars for the review, a one star seems to represent this company is worthy of any positive recognition. HORRIBLE, HORRIBLE, HORRIBLE company - bought a pair of underwear, wore them for 15 mins, they ripped, took them back and was told since they were worn they would not refund or exchange them. The store manager screamed at me, customer service was on the side of the manager, called the NY corporate offices and was not allowed to talk to anyone --- was told if I had a problem call their customer service line --- company DOES NOT CARE about the customer. They sell $#*! quality clothing --- DO NOT BUY FROM THIS COMPANY --- SERIOUSLY HORRIBLE COMPANY!

Horrible customer service. I purchased a pair of pants. They were defective, and therefor I was told to send them back to the company by Canada post (a shipping label was provided). A few weeks went by and I called to follow up, which they then told me they lost them and cant locate them in their warehouse. After speaking to countless rude and useless managers, they told me theres nothing they can do and I wont be getting any re-inbursement. More or less I was robbed by Zara. I will never shop there nor recommend that store to anyone.

They will simply read the policy that call back in 72 hours, receive email 1 hour, return process in 10-14 business days, supervisor call back, but get no feed back within those time frame. Case number *******, please don't tell me you will contact me in 24-72hours. I tried for a month now. Call in multiple times, no one called me back or send me the email or process the return. Customer service should be provided when customer have time to call you, not wait for you to call back. We have jobs and things to do. If keep making mistakes in returning or providing actual customer service, you should close those department and let people know you can only do physical stores. 80% of the representatives cannot even understand my problem and not helpful at all, try to created duplicated case or ask for something i already told them over and over again in the beginning, can't find my case, can't understand the situation, simply told me return takes 14 days. Wasted way too much time with them for a loss of $100. Never had any experience with other business. I am shocked there is such unprofessional things existing, and it's from Zara!

Bought a gift card for my daughter. When we removed the security code sticker, it stripped the code. Called Jan 2 for help. It is now Feb 1 and I still do not have any more information than when I first called. Several different promises were made. "You'll get an email with the information you need within 24 hours." One month later I have no information. "Oh, we are sending you a replacement card and you should have it within 3 business days." 3 weeks later I have nothing. "Let me check into that... 15 minutes later..."we don't know anything, can I call you back as soon as I have information? I'll call within 24 hours. 2 weeks later... nothing. Today, I was told "it's all resolved and we are sending you a replacement card express mail." We'll see...

I bought a coat online for my daughter Xmas pressie. Unfortunately when she tried it on it still had a security tag attached. We had to drive 20 miles to have it removed only after hideous service in store where we were asked to leave with the tag attached as they refused to detach it without a receipt. After demanding to see a manager they removed the tag. I contacted their customer service and can not speak to anyone or write to the company but had to liaise via a chat line. Eventually someone did contact me and left a message offering 10per cent off next purchase but no details of how to organise that. A voucher covering petrol and parking costs would have been acceptable but zara obviously do not care a about customers and for that reason I will never shop there again. Someone at zara needs to take account of these reviews and make drastic changes. Never again!

WORST CUSTOMER SERVICE ever. Timely, inconvenient and dealing with disrespectful and rude staff. It took me 2 MONTHS to resolve a $200 lost order where the supervisor insinuated I lacked honesty about the loss of the package. No calls were followed by a promise of a 24-72 hour review/investigation. Many times these corps take advantage of people who lack resources to fight back. Shame on Zara. When there are so many choices as consumers --- better off choosing GAP - H&M - Even forever 21... They have excellent customer service and are eager to help when orders go wrong. - It took 11 calls and calling cooperate to resolve today and it still isn't for the complete order (which was in the same package) Pathetic and not worth the hassle even when the clothes are so cute.
Signed, small business owner

I really like zara clothing, but will never purchase items online. I've order 3 items for my kid, the package was shipped apparently, but it never arrived despite the fact that they claimed it has. I genuinely have not received the package! So they went ahead and told me that they'll reship the items again. A month has passed and nothing arrived. I called and an actually nice representative apologized and said that the person didn't go through with fully processing my request. So one of the 3 items was now out of stock, and was refunded back to me, but the other two were now supposed to be shipped shortly. A month passed and once again nothing has arrived, I also haven't received any emails or phone calls. I got concerned and gave them a call because I wasn't sure what is going on, only to have an extremely irritated and rude representative bark out that all of the three items are now out of stock, and when I tried to explain my situation she continued dismissing my questions, and wasn't even trying to listen at was actually trying to find out. It's ridiculous, the company should really look into whom they hire!