Zara misplaced a package with items worth $230 and refuses to refund me or send me my items. I even went as far as getting the delivery service to submit proof that they delivered all the packages to me (they refused and stated that they were informed to return items to Zara). Two investigations by Zara and they still refuse to credit or send me my items. I've been purchasing items from Zara since 2011, and will never shop at their store again.

I received a gift for my son. It was too small on him so I took it in, tags still on, to exchange it. They looked up the price and told me to find something else. When I went to check out they said that the people who had bought the gift had bought it just over a month ago so there was nothing they could do. No exchange, not even for a bigger size. I asked to speak with the manager and she said the system would not let them do it. Company policy. I phoned costumer service and spoke with someone incredibly stupid who kept repeating the same sentence rather than responding to any of my questions. Will not be doing any doing any holiday shopping or any other shopping there!

The clothes are good design, but the quality can be increase. I used to buy some products on it's official website and the logistics are fast. Hope to buy more next time.

Trying to return two items at a local store that were purchased on line and STILL AVAILABLE ONLINE AT REGULAR PRICE is not possible if you go beyond their 1 month return policy. I was not intending to return the items but brought them into the store and was refused. I called online Customer Service and was also flatly refused. I have been a loyal customer for over 10 years both in Canada and Internationally but they did not care nor would they even provide a credit. I am left with a pair of "kitten heels" that are impossible to wear from even the car to the office as it feels like you are walking in a metal shoe. The dress does not fit as it shows online and as such it is far too low cut for me to be able to wear out. I am left with two useless items, out hundreds of dollars and no place to turn except to Sitejabber. Not pleased at all and am questioning why I have been a loyal consumer of Zara's for so long. The only reason they got a 2 star is that I have been happy overall with my previous purchases, but the negativity from today has really set me back. It is a head shaker as to why they are very willing both at the store level and online customer service to loose a customer who has spent thousands over the years on myself and family members for the sake of a couple of hundred dollars. Seriously!

I wish I could give them zero star. I've ordered from zara for years now and never had an issue until now. I ordered $200 worth of kids clothes for my nephews birthday online and had it shipped directly to my sisters house. Well they never received the package and nobody stole it cuz she lives in a cul de sac where everyone knows everyone and will let each other know if they see anything or anyone suspicious. She receives all of her other packages from other companies but this is the 2nd time she didnt receive one from zara. So i called customer service and they said they would investigate. Didn't hear back for few days so I called again and they said they're still investigating. Well today i called again and i was told that it was delivered to the correct address and that there was nothing wrong so therefore they can't do anything. ARE YOU EFFING SERIOUS?! He kept telling me it was delivered so they can't give me a refund or re-deliver the items. I had to call my bank to dispute the charge cuz I am not just letting $200 go down the drain when my nephew didn't even receive his bday gift. NEVER SHOPPING WITH THEM AGAIN!

A few weeks ago I spent just 900 dollars in Zaras for the fall/ winter season. It's been an unusually warm fall, so I haven't been able to wear all my sweaters. Anyways, A few days ago I went to go put on one of the sweaters that I purchased and noticed a huge mark along the front of the sweater. Very noticeable. So, I went to the store to exchange my unworn a sweater. NEVER worn and tags still attached. When I went to return it, I had l the receipt and the manager said because it was outside the 30 day exchange or return period I could not exchange it for another undamaged sweater. Now keep in mind they still had the exact same sweater in my size in the store and they still refused to exchange it or give me a store credit. Never once did I asked to return it. Only exchange it, I still wanted the sweater. Instead she gave me head office number. When I called that number they told me they were going to email instructions to put in a claim to have my sweater exchanged. I waited and waited and wait. Never got an email. So I called back and the lady advise it can take up to two hours to receive their emails. Ok... next day no email so I called again... long story short finally filed my report with pictures of the damage in the sweater, pictures of the tag attached to the sweater and picture of the receipt. They did call me back a week later, to advised it was declined. Why. No idea the girl on phone did know. Only that it was declined. Ps. I was trying to exchange the sweater on day 31,1 day Late. They just lost me and my family as customers.

Absolutely terrible customer service. They have opted to use a courier called Lasership which has perhaps the worst review rating I have ever seen. When I called to explain my package was not delivered I was continually told it was and literally given the same canned comments over and over again. I asked to speak with a manager at which point I was told one was not present. I insisted that this was unacceptable which is when the representative told me she could "try to find someone". When I was finally transferred the manager was completely disrespectful and condescending throughout the conversation. The company agreed to replace my lost shipment and I have still have not received it. I explained to their representative prior to reshipment that if a different courier were not used I would opt for the refund. I was told this could not be guaranteed and still the replacement order was processed next day. Very disappointing. Love their clothes but absolutely appalled at their handling of the situation.

I would give no star if I could. Never received my package and they don't want to refund because they "claim" there was no error found during the shipping process. I work from home and if the driver rings the bell, I will go out to pick up, but if they simply leave it outside, the package will get lost. Common sense for people live in city! So now, I end up paying for over 100 dollars for nothing. No money back, no package. Shame on you Zara!

Hey. My name is Katrina, I used to shop in Zara very frequently. But for right now I changed my opinion about this store. Its all because of my sad experience.
Security rudely stoped me by the entrance. Without of telling me the reason. Asked me for the recipe for my shoes which is I purchased the day before. I said that I dont have a receipt with me, because I purchased my shoes yesterday. Like I understand the reason of why he stopped me its the short black thread on my shoes. While I been standing there he was talking to me very rude and disrespectful, like I really stole this item. He Told me to take off my headphones so I can hear him better. In the end of this, I left store very disappointed. I almost burst into tears. I had a lump in my throat! I Love Zara, but for right now I cant even go to the store. Now I have depression and psychological trauma on the basis of this. Not sure if I ll ever do shopping again in Zara. Thank you for reading this.
Its happened on Saturday, October 14,2017. 8:55 PM. With the security guard Kory. On 500 fifth ave, NY, *******. After that happened, not me, and not my family not going to spend no penny to that business.

Horrible customer service! I have been there customer since 12 years and this was the first time I went to return something without a receipt and they informed me that I couldn't do that because the policy of returns changed in April which was like 3 months ago... and I told them I was not aware of it and if they could honor me this time. Because I had 3 similar sweaters for my daughter which did not match the dress I had for her. Instead of helping me out the manager was rude and so inconsiderate because he was a young boy. And when I was walking away the manger and the employee said something about me and laughed I had not even walked away yet. And then when i complained to head office they didn't even do anything. I'm shocked at Zara's and their customer service. Just plainly horrible. I will make sure I forward this around!

As a business your goal is to assist your customers in any problem he or she may have. I spent so much money on Zara both online and instore. Ive had an issue with two pairs if jeans ripping from the belt loop hole and another from the back pocket. Ive tried contacting Zara through Twitter, Online Chat, emai and phone and have had no luck. Their jean quality is TERRIBLE. Their customer service is nonexsistent. Save your money and go shop somewhere else.

It is a shame that the guy who owns Zara is the richest country in the world, yet he or his store policies will do people dirty. I placed an order once and never received it. I called their CS and was told their responsibility was just to ship the items and that it wasnt their problem if I didnt receive it. Long story short, I ended up having to dispute the charges with the credit card company and thankfully they refunded me. That alone was enough to never shop at Zara again.

Then I bought a dress which ripped apart after only wearing it once. I called their CS and was told to send pics of the dress and that someone would get back to me on a resolution. To make the long story short AGAIN, its been a week and I still dont have a refund. It looks like I will have to dispute the charges with my credit card company again.
This is such a shame because Zara is too big of a company to do their customers as dirty as they do. And I gree the agency that protects consumers should I also do something about it. This company is already expensive as it is and their customer service doesnt even get one star from me.