Bought two shirts in December via online order. There is no Zara store near me. First shirt the seams were ripping apart after one wear. I liked the shirt so I reinforced the seams myself. The second shirt I washed according to the instructions (gentle) and it shrunk to the point where I can't even wear it any longer! I just emailed customer service and they indicated I should take it to a store and discuss with them. They could only do returns if the internal tags were still attached. 1) I BOUGHT IT ONLINE. They didn't mention what to do for an online order when there is no store nearby to take returns. 2) OF COURSE I REMOVED THE INTERNAL TAGS INSIDE! They are huge and even have a dotted line indicating they should be cut off. The shirt is a sheer, dark color, the tags are huge and white and show through. So dumb and not helpful. I'm not going to bother asking about an online return. I just won't shop with them anymore. Not worth the hassle.

It is the second time since the beginning of the year that I have to deal with Zara's extremely bad customer service after receiving the wrong items in my orders.

First of all, there is no easy form on the website that can be filled in when you have a problem with your order. If you want to do this online instead of losing time on the phone, you basically have to send an email to *******@zara.com and then fill in yourself all the details of your order, ie the system doesn't even generate an automated email including the faulty order number: you have to re-write everything which is absolutely not efficient and highly surprising for a company that big.

Then it takes at least 3 days to Zara to get back to you. When they finally do, they don't even mention your order number in the email they send you, and you do not have the possibility to just reply to this email to follow up on the problem, you have to start it all over again.

And that's not it. Basically, when Zara makes a mistake and delivers you (1) someone else's order (happened to me once this year) or (2) the wrong item (eg adult jeans instead of a 3-year-old hoodie - also happened to me once this year), they expect YOU to take all the necessary initiatives to make up for their mistake.

For example, in situation (1), they basically demand that you go to UPS to return the wrongly delivered package (they don't even offer to have UPS call you to schedule a pick-up, you have to ask for it and take care of that yourself), and they won't send you your order until they receive the package they sent you by mistake. And guess what? Once you return the package (after spending hours on the phone with them to make sure you get the right UPS number for a pick-up that UPS won't charge you), they tell you that none of the items you initially ordered are available now. So basically, because of THEIR mistake, you don't get what you initially ordered AND they keep your money during the whole 2-3 weeks of the process. That is pure stealing.

In situation (2), where they sent me the wrong item (namely a pair of adult jeans instead of a kid hoodie), here's the instructions I received:
"Once the order has been shipped back, we kindly ask that you contact us with the tracking details so a replacement may be sent." So basically, not only are you supposed to take care of sending the item back (again they don't offer a pick-up, you have to ask for it), but also they expect you to contact them again with the tracking details to have the original item you ordered delivered to you (assuming it is still available). And as in case (1), they keep your money all the while.

Congrats Zara on having the worst customer service ever. I am slowly but surely quitting buying stuff from you.

I went to Birmingham Zara in my lunch hour today, I was exchanging some leggings £19.99 which I had bought on Sunday from the Telford store. I had the bag, the leggings and my receipt when the assistant looked at the legging they had not got a store tag in, so she contacted her manager, who took ages to appear, the problem was returning them without the tag, I was sold them without the tag so why was this my fault? The shop assistant and manager made me feel like they were stolen, didn't smile, was miserable and both looked liked they hated the job and customers! I was in the queue and at the desk over 20 mins just to exchange no apology for the delay, They need to go to Top shop and learn from the guys in there!

I am a frequent Zara shopper. I go there at least once a week to multiple locations and although I love the clothes, I cannot explain how horrible the customer service is. Over the years, I have received so much attitude from the staff at the front register and the change rooms. They always look miserable and treat their customers like they are below them, and like they are going to steal something. I'm not the person to go out of my way to write reviews, however, I feel as it is necessary due to the consistent negative experiences at all of the locations in the GTA. Not impressed.

I was at Zara today, International Plaza, Tampa, Florida. My wife bought 4 items, two for $7.90, and the other two $25.90. The problem was when she left the store she noticed the total rang up at $112.98. Two of the items that had stickers showing $25.90 actually rang up at $39.90 and $49.90 respectfully!

We returned to the store 30 minutes later and showed them the error. They said the the items were actually $39.90 and $49.90. They said that the price marked on the clothing ($25.90) was incorrect. I questioned how that was possible since it was their label and it was attached to each piece of clothing. They came up with some rediculous excuse saying a customer must have done this. Then I questioned this they came up with another excuse saying it had to do with European labeling. What a fraud! This also happened the only other time my wife attempted to buy an item about 3 months prior. She went to the register and it rang up more than the item tag said it was. She didn't buy then, and didn't buy any of the items today either.

I believe they are doing this on a regular basis to increase their profits and counting that most people won't check their receipts and notice their fraud.

This seriously needs to be looked into and I actually now regret not having called the police to file charges of theft against them if possible. This looks like a class action situation against Zara.

I bought a shirt at Square one in Toronto. Before wearing it i did hand wash using cold water, and no dryer at all. The result is that now, it is so small i can't wear the shirt. I bring it back to the store and i was treated like $#*! by the staff. No employee at the store had a smile, everyone work there like if they have no choice. I was told to call customer service to do a complain. Cust service told me after one day that they cannot exchange it nor do a refund because this was washed. My understanding is that i had to know in advance that i bought a PoS shirt and that i am not allowed to wash it, even if it is done according to the instruction. I don't mind about the 50$, it is a full lack of respect from Zara. Who want to buy a shirt 50$, wash it, and put it the garbage without wearing it? Bottom line: Store is $#*!, client service is $#*!, staff is $#*!, clothes are $#*!.
STAY AWAY - RUN AWAY - BAN THIS SPANISH STORE.
Anne

Almost all my clothes are from Zara. I'm a regular online customer-literally buy something monthly.
Recently I ordered a white short jumpsuit and other stuff and saw that the jumpsuit has black pen marks on the pockets. Like it was used as their pattern in the factory. I returned it and got and email that they will send me back the merchandise as it was not in the original condition. What kind of service was that? Tags and everything was there. I'm in Calgary (cold) I hope they even considered that the jumpsuit (SHort) can't even be worn here. I bought it for my travel!
I complained until now, NO ACTION from ZARA! They have MY MONEY and the PRODUCT. ZARA doesn't CARE!

I went to Zara Taikoo branch during lunch hour. Every time I want to buy something there is a long queue. Only one cashier and plenty of sales women folding the clothes when there is no much client. It was 3 clients in front of me after I waited for 20 minutes queue. The cashier said go downstair there is another cashier. I went downstair the queue was even longer! I was really upset so I refused to buy any cloth in Zara. I told the cashier she should check that the queue downstair before giving me the wrong information but she didn't care and said goodbye. I think Zara never care about the customer. It's a cold brand. I was going much less than before but now I will avoid it.

I've ordered a lot from Zara online and have been mostly happy, I had to send a few pieces back because they were too cheap-looking or shoddily made but no problems there. My last order however, they double charged me for an identical order and shipped one of them to a different address. I contacted them and they have accused me of lying, that obviously I ordered two of the exact same thing at the exact time and generously arranged to have them delivered to a stranger! I'm the Santa Claus of gold booties and silk dresses apparently! They're saying that since they show that all packages were successfully delivered they are innocent of any wrongdoing and I will not be issued a refund. Infuriating. I'm going to dispute the charges with my credit card company and see if they can help.

I bought my young sister many clothes for Christmas and unfortunately shortly after this she died unexpectedly. She never got chance to wear the clothes and the tags were still on but the gift receipt was thrown away because she was planning on keeping the clothes. I went to the store figuring given the situation and that the tags were still on the clothing they would refund me, but it turns out they will do nothing without a receipt. They were heartless and could have cared less that my sister died and that is why I was returning the clothes! They were completely insulting and said the best they could do was give me $30 for an in store exchange and the manager told me I was at least getting something for them! Horrible company with no compassion or understanding!

I bought two jackets, tried them on, put them on my couch while I tried on other things. Ordered a larger size and then returned the two original jackets. Their warehouse decided that I was being deceitful and had actually worn the jackets and then returned them because they saw dog hair. I have 5 dogs, nothing comes in or out of my house without getting dog hair on it. They said it was covered and the clothes smelled worn, whatever that means. They sent the jackets back to me, and of course they weren't covered in dog hair - one had a little dog hair on it. Regardless, I called and asked why would I have ordered two replacements if I was going to wear them and return them. They just kept repeating their warehouse comments and return policy. I don't like being unjustly accused, especially from a business I spend thousands of dollars with! NEVER shopping with them again and they could care less!

Placed 2 orders online with Zara and they were delivered by UPS and promptly stolen from my front stoop. I submitted a claim with UPS -- which was approved by UPS, but Zara STILL would not issue a refund or replacement. They "did their own investigation" (whatever that means) and came to the conclusion that I should not be issued a refund. I have literally been attempting to get my money back now for a month and a half. I never speak to the same person on the phone twice. No matter what I say to contest, they just read from their useless script. Lost $200 and got a whole lot of hassle. AVOID THIS SHADY BUSINESS.

I don't shop Zara often anymore. I used to. A lot of their clothes is not really petite friendly. And even if some clothes that are petite friendly, I found them to be too trendy or too immature to wear to my conservative work place. Zara online website is great. Shipping is relatively fast. They usually will ship out within 2 business days. And they use Fedex to ship to me. I never had issues with their customer service. Packaging is awesome, it always comes in paper box that warp nicely. However, quality is not that great. That's why I don't buy from Zara often anymore.
If I do buy from Zara, I really have to make sure quality is decent. From my past experience, Zara's quality can be worse than FOREVER 21. But charge 99 dollars for the same quality as FOREVER 21. I bought a blazer from Zara once, and accidentally got some nail polish remover on it, it initially melted the lining inside the blazer. And as I look back again, it kept melting the inner lining, and when it finally stops, it was a HUGE hole. I believe it was the nail polish remover had some chemical reaction with the lining. And I was curious enough to try it out on my other blazers from various retailers. I put nail polish remover on the inside lining of a blazer from other brand, and none of them have issues.
I hand washed a Zara white dress, as soon as I put in the water with detergent, the neckline area has purple dots all over. I washed some of the Zara's sweaters, tops, jackets. And some of them pill like crazy.
I do own a few quality pieces from Zara over the years. But not so much. I say at most 3-5 quality pieces over the course of 5 years shopping from Zara.
If you want trendy and super fashionable pieces, then buy from Zara. But if your goal is look for quality pieces that last years to come, Zara is not the best place for that. Zara's design can be better FOREVER 21 or your typical mall store, but the high price at Zara doesn't guarantee quality. Your 99 dollar Zara dress may not last you long.