I ordered an on-line shipment but had to return a few of the items; took to my local store, which they tell you its the best way to return; this was at Roosevelt Field, Long Island, New York; at any time, any day, the lines are out the door; I did
Notice several workers either behind the counter OR on the floor, but only 1 or 2 people on cash registers; they don't care how long the line is; I waited about 30 minutes; the girl at the register starts to process my online return and then tells me the computer is very slow and the codes are all wrong on the receipt; calls a mgr; finally comes after 10 minutes and tells her to input each item manually; she did not have the training to know she could do this AND to top it off each employee had an attitude; I will not be shopping online OR at this store again.

Zara is really good, I am an online shopper mostly so i am glued to Zara, look out for their massive discounts, just keep waiting for them, its worth the wait, their delivery speed is amazing, leather out of this world, all in all world-class designers

Bought 2 dresses and returned them both due to odd sizing issues. They refused to return one of them as they claim that the tag looked like it was reattached. Spoke with customer service (worst ever) and got nowhere. In the end, they treated me like someone who wears clothes for awhile and returns. Refused to believe me. They upheld and value their policy and seriously $35.90 over customer satisfaction. NEVER AGAIN. I'm boycotting Zara and returning what I've ordered recently. Unbelievable in this day and age of sophisticated online retailing, how crappy their customer service is! I'm an avid online shopper and never came across this before! They need to go belly up to realize how important customer service is.

April 26 I bought four T-shirts for my 4 year old son. When you receive T-shirt, I did not pay attention to quality problems, and taking the T-shirt to wash. When I was folding clothes and found a hole in the sleeve. I sent email to Zara's customer service also attach photos. They say that T-shirt is not their quality problem, but It is my handling problem. I asked that I bought a total of 4 T-shirts, why there was only one T-shirt got problem, they still considered it is not their quality problems. A cheap $6 dollars a T-shirt, even if Wal-Mart will give me a replacement, such a large clothing company like Zara ignored their own problems, and kept stay it is customer's problem blindly! Speechless!

I was shopping with my teenager and was told I couldn't go into the change room with her, couldn't wait just outside the change room, had to wait in the store and have her come out to me. You also had to tap your phone on a white pad on the wall to show you weren't taking anything into the change room in your purse. It took a half hour at cash and then everyone leaving the store set off the alarm so the security guard had to check everyone's bag. We weren't treated like valued customers but like potential thieves. I won't shop there again, ever!

Do NOT order from their online store at all costs. Avoid it like the plague! I've read the reviews prior to purchasing and made the mistake of giving Zara a chance.
I ordered 1 jacket at the end on March. It took 23 days to arrive at the store I wanted to pick it up at! 23 DAYS to ship across the country! It baffles me how I could have simultaneously ordered an item from Japan and it would have arrived faster!
Not only that I contacted customer service 3 times and the only response I got was "your request has been forwarded to the appropriate department."
What is wrong with this company's system, it clearly doesn't work at all.

The salesperson forgot to give me a receipt and I only noticed as I was in a cab. I went in the next day, with my credit card statement and clothing items (still with their tags on), and they said there was nothing they could do. They wouldn't even exchange the items for other things. I wrote to their customer service email. It took 5 days for a response, which was then just an automated response that said there was nothing they could do if I didn't have the receipt. There was no way they could look up my order in their system. For a company not to have a service to look up an order seems incredibly outdated to me. I also don't really believe that this is the case. As a frequent shopper at Zara, I am disappointed by the lack of customer service and care.

Very disappointed! It's not the first time they mess up my order! Called in waited 2 days nobody called me back, called again and was told that they will not ship my missing item or either refund me, because they shipped everything.
So I guess I'm lying? What? I just think it's not fair to paid for someone mistake. Very upset! So if you buy from them pray for not having a missing item, otherwise you will end up like feeling robbed!

I returned and purchased items at Zara Metrotown, and it was unbelievable how incredibly rude the cashier was. She was banging things around from hangers to the debit machine, and never uttered a single word except to 'bark' instructions to me about needing my debit card for the return. When I came back to purchase an item, she proceeded to tell me I was the one being rude and the difference between me and her is that she didn't mean to be rude. So, ignorant is an acceptable excuse for treating people, not to mention customers, poorly?

The rating scale should have the option of being negative on the scale. I would have rated Zara's customer service, based on my experience today, -5 if the scale was to 5 for excellent. What an unfortunate experience to have on such a beautiful day. I hope that cashier finds another calling because she should not be representing any company providing 'customer service'.

I placed a order of $168. Ended up deleting item out of my basket by accident. I didn't realize it until after the purchase was made. Then I called customer service trying to add it to my purchase But they told me NO because the order had already been processed then I asked to have the shippiment Fee waved I was told No again and that the store does not do such thing. Very poor customer service and no accommodation or consideration To customer at all. Considering I had just placed order of $168.
Never shopping there again. Zara store needs to Learn a good customer services go's a long way.

Markville Mall Zara locations has by far, the WORSE customer service ever. No one knows how to smile, to say "hello," "please," or "thanks" which are basic mannerisms that children are taught. Significant lack of customer service. Went in because another Zara location left security tag on a purse which I purchased the day prior. Went in with receipt. Was discriminated against and treated like a criminal. Store manager named Boram talked to me in a threatening manner. Never shopping here again and don't recommend anyone to shop here unless you enjoy being humiliated and being treated like a piece of trash.

Everything we have bought on-line from Zara has arrived very well packaged the next day. I don't know about their on-line customer service because we have never had a problem, BUT, in store I have to agree with others, their staff are internationally miserable, unfriendly, Singapore, UK, Germany, Spain, Prague, the interviewers must be instructed to choose the most miserable stroppy people they can find, the most recent was in Las Palmas Gran Canaria, the goal seems to be to create unnecessary long queues for payment and to be as miserable as possible. Why do they have the same queue for the people returning goods as for people paying? It just does not make commercial sense.