I want to start by saying I love Zara and my experience won't stop me from making future purchases. I do though have to point out the huge care labels which are clearly made to be uncomfortable if kept on the garments and with the obvious cut off dots with sizzors where they suggest you cut away. Only if you do so and something goes wrong like it shrinks ( like my grey check jumpsuit did) or you find some other fault after wearing, they won't refund or give credit. So now they sent my $69 jumpsuit back to me and I'm left with a garment that's no use to me. In future I will keep the tags on as I wash before wearing and I will make sure I am very sure before cutting those scratchy huge labels off. I feel it's very underhanded and is diliberate.

Angie Van Meter - New Orleans

Bought three dresses, a pair of boots and a purse online. After I purchased everything I went to the reviews to see how long it usually takes for people to get their items. I saw how poor the reviews were and thought I'd never get my package. They shipped it out within two days of putting in the order and a day and a half later I got home and the packages were at my door. Everything fits perfectly and I've got no complaints! Maybe I just got lucky, but I'd definitely order from here again. :)

I think it's time I put my money where my mouth is or actually take my money away. Zara has the worst return policy ever! I bought a dress there, a pretty cheap one, went to return it and they said no it had clearly been worn... um obviously myself and many others had tried it on in the dressing room not to mention I tried it on again at home! I even called their head office and they 100%, even though I had tags ON, returned it in a week, had the receipt, would not give me my money back! That's the only place I've ever heard of that does that!
My best friend had a bad issue with baby clothes too. It was falling apart within a few wears and they wouldn't refund her at all!
I'm done buying from this place!

I purchased thigh high boots for my wife for her birthday. She ended up getting into a car accident and unfortunately broke both of her legs. We waited until the cast came off before she tried them on. When she tried them on, the were a size too small. I called Zara and explained the situation. I told them that I didn't want my money back, I just wanted to exchange them for a larger size because she did love the boots. They told me that there was nothing they can do for me and there was no way they will allow for an exchange, even if we provided them with medical reports. I spoke to Ashley Ext: ******* who told us she's the supervisor and she basically said that even if it was a medical case, she still wouldn't try to exchange. She was absolutely NO HELP and did not care about our situation at all. I will definitely never shop there again.

I have made purchases from Zara in the past and have had a few issues here and there, but this time they have LOST one of the shirts I returned with 2 other items. They told me they performed an extensive search for it but it is still missing. What this means is that I will be losing $50. In my mind, since I KNOW it was in the box, they are basically STEALING $50 bucks from me. It makes me wonder how often this occurs since I see so many similar complaints on this site. I will NEVER be ordering from ZARA again. They have dropped beyond what I would call dependable into what I would call CRIMINAL.

I have been a loyal Zara.com customer for 5+years now, but no longer. The past 5 orders have been ATROCIOUS.
Main issues:
1. Shipping - per website, standard delivery is 2-4 business days. My past 5 orders took ~8 business days to be delivered. On my last order, Zara claimed to deliver but never did -- and they still took my money (more on this below). I always follow-up on tracking with Customer Service, but they couldn't care less once they take your money. In fact, most times, they will not provide delivery details/date unless explicitly asked - and, the dates/details they do provide are wrong.

2. Customer Service is PATHETIC. I've had to call/follow-up on almost every single order in the last 12 months. Each time, CSR would not provide any details and said that they are there only to take down information and relay to 'appropriate department'. This is basically an answering service, not CUSTOMER service. 'Appropriate departments' never respond.

On my last order, Zara's courier service showed a delivered status on an order that was not delivered. I reached out to Zara CSR 4 times over a span of 7 days and got the runaround; because of their unresponsiveness (read: radio silence) I was legitimately concerned that they took my money and ran.
I finally filed a complaint with the Better Business Bureau and within 5hrs, I received a call from Zara notifying me of my refund. How unfortunate that BBB had to get involved for them to respond. How infuriating that I spent so much of my personal time trying to resolve the issue myself and they did nothing!
Goes to show how much they value their customers...

My advice, don't bother with Zara. ASOS customer service is a million times better (clothes are too imho)

I wore a pair of brand new jeans from zara once, tried them back on and they completed ripped down the leg. Brought them back into the store, and they told me I couldn't return them without a recipe (i got them as a gift and don't have the receipt). They said i needed to go to customer service in order to deal with this. They are such a pain. Not happy. I would like someone to contact me.

On Jan 19, at 1.30pm, in fairview mall branch, toronto. I lean on a table waiting for my friend in the fitting room. Zaras staff come over, push a small table against me, she lower her eyes and said in anger tone ask me not to lean on the table. She is in brown color, over 30 yrs old, has straight long hair to her shoulder. I told her she is rude and she could present it more politely, at least with a smile. She just walk away and I saw her complain to someone, then a guy in his 30s, 5'6", also brown color, come to me and tell me he is the manager, He apologize with no sincerity. I ask him the staff's name, he said under the company's policy, it is confidential. He did not give me his name either, so I suspect if he is the manager for real. One thing funny he said to me, if any compliment to our staff, we are pleased to provide the staff's name, if it is complaint, we cannot give you the staff's name by company policy. I write to zaras facebook, they ask me to give the detail in private message, I think they will investigate and watch the surveillance recording tape, but what I found out is... i never heard them back and they just take off my complaint message from their facebook, as if they never heard my complaint before, they just choose to cover it up!

Items I purchased were poor quality over priced I wore one item and the stitching ripped in 1 hour. When I tried to return them online it took 2 months for them to send me a retun label I had already sent them back! Then they said they wouldn't accept the late return I showed them the emails requesting a return so they changed their refusal to damaged product. They sent me poor quality products with sketchy stitching and then refused to take their crappy clothes back. Do not shop there!

Wow- should have looked at the reviews before ordering.

Ordered leggings- wore them 3 times and washed 1 time on gentle cycle (as directed) Laid flat to dry. Stitching coming undone.

Wanted to return these and be sent another pair so I contacted customer service and put in a claim - they denied it and I asked for it to be "reviewed again" but based on the previous reviewer who used to work there and says it all BS, I won't get my hopes up. Won't be purchasing from this site again.