Zara Reviews

Name: Zara
Address: 53-54 Long Acre, London
Rating: 2.62

2.6 Rating 999 Reviews

41 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 999 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 31%
Accurate And Undamaged Orders	Greater than 82%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Location:

53-54 Long Acre
London
WC2E 9JR

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Diabolical customer service! Twice I’ve been told that within 48hours a courier will be out to collect my returns, and no one has turned up to collect. Customer service advisors don’t want to listen and just keep saying we’ll re-book! Each time they give you up to 48 hours to allow for collection and as always no one comes to collect. They wouldn’t let me speak with a manager and just hung up. Never will I buy from Zara again!! I would not recommend them unless you can go to the shop and try on the goods as returning is a nightmare unless you go out your way and return it your self. Will speak with complaints tomorrow 08432209741 and see if I get any joy!”

Helpful Report

Posted 7 years ago

“their customer services is absolutely shocking. they don't send me email receipts, and no matter how many times I phone, they can't remedy this. so I have to return things via their courier, who is booked in for a twelve hour (!!!!!) window, but even when you do take a day off work (!!!!) and wait in all day, they still don't turn up!! so then you're back to the phoning and rebooking and waiting all day, and them not turning up and........aghhhhhhh!!!!! I HAVE NEVER DEALT WITH A WORSE COMPANY. I JUST WANT TO GET RID OF THIS LAST RETURN AND never SHOP WITH THEM AGAIN”

Helpful Report

Posted 7 years ago

“I bought a blue and red striped (horizontal stripes) sweat shirt last week. It just goes to prove that what you see doesn't always translate into a positive reality! the jumper isn't made of sweat shirt materials and looks v cheap and nasty. I shall not be buying online again from zara.. v poor.”

Helpful Report

Posted 7 years ago

“I have purchased a suit ( inverted lapel blazer and skinny trousers in Navy Blue ) I tried it on the moment I got it and it was fitted just fine. So then one day I decided to wear it to work. By the end of my day it had gotten significantly looser. I could feel it in the arms and the back of the blazer too not only the trousers. I then left a few more days and decided to wear it again. This time I looked like I was in a clown costume as the trousers were so big they were almost falling off my hips. With the tags being cut out ( still have them though ) I annoy now return the product to the store. And I am wondering why am I left with an unwanted suit that I can do nothing with and with having thrown these money to the bin, while with any other retailer I could have just got compensated and be able to return the product as it does not come up to the expected standards ( not to loosen up 1 size after wearing it twice ) After talking to customer services they agreed for me issue a return and assess the product. To make things easier I took the product to Zara Covent Garden where a cashier talked to customer services who said that it was in the discretion of the manager to issue the refund on the spot. So the manager comes ( Monday April 2nd at 17:00) looks at the trousers ( looking obviously stretched ) and announces that they are made from a material that does not expand and practically I am lying and maybe I just got the wrong size. This was unacceptable, even if that was the case, no costumer services professional ever treats a client this way. Zara is a disgrace and I will make sure to get this story published in the relevant sites and posted as much as possible. Would suggest to everyone take their business elsewhere. #cheapfashion #boycottzara”

Helpful Report

Posted 7 years ago

“Don't ever shop online at Zara! My order was apparently delivered during a time when 2 people were home. Even if they'd left it in front of the door, that would have been extremely careless. My house is at a street with many people walking past. I contacted customer service. They've denied my claim. Don't ever shop with them online, it's been a horrible experience!! I would give 0 stars if I could.”

Helpful Report

Posted 7 years ago

“Avoid the Nottingham branch of Zara. The staff think it's ok to speak to their customers like dirt & call them liars in a shop full of customers. Totally wrong & refucrd to tears. Further customer relations training needed .Reported to customer services but guess another complaint swept under the carpet .shame on you!”

Helpful Report

Posted 7 years ago

“They did not deliver my order! They claim it was delivered! Very rude customer service! I still have not received it more than 1 month after! STAY AWAY FROM ONLINE SHOPPING!!! It would be a matter of time before you are the victim! SERIOUSLY not worth it!”

Helpful Report

Posted 7 years ago

“I purchased some clothing from Zara Southampton on Saturday 3rd Feb and paid half by cash and half by card. I was told that the till had frozen and payment hadn't gone though so I had to make payment again on my card. I did this, and automatically it was pending in my bank account. I went back into the store that day, and asked why both payments were pending, she explained that one would be cancelled and one would go though. On Monday 5th Feb, both payments went through. I called customer service and they explained that I needed to go into the store as they would process the refund quicker. I went half an hour out of my way the next day to go to the store and was told there that they couldn't refund on the card machines and that customer service would have to process it. By that time, as you can imagine I was fuming. I called customer service the next day and she apologised and said she needed proof which I sent through. Thursday 8th Feb, I had an emailing saying that I would receive a bank transfer and that they needed my card details which I sent through. I then had another email on Friday 9th repeating the same, so again I sent through my card details. I was expecting to receive my bank transfer as they are normally very fast, but still yesterday (12th Feb) I still hadn't received it. I called customer service today and was told that my transfer had been delayed until next week, and that this is head offices descision and that they didn't know why they had decided that. I am absolutely appalled seeing as all of this was a fault on there behalf. If anyone has any suggestions on what to do, please let me know.”

Helpful Report

Posted 7 years ago

“I have had absolutely shocking treatment from Zara customer service. I purchased some clothing from Zara Southampton on Saturday 3rd Feb and paid half by cash and half by card. I was told that the till had frozen and payment hadn't gone though so I had to make payment again on my card. I did this, and automatically it was pending in my bank account. I went back into the store that day, and asked why both payments were pending, she explained that one would be cancelled and one would go though. On Monday 5th Feb, both payments went through. I called customer service and they explained that I needed to go into the store as they would process the refund quicker. I went half an hour out of my way the next day to go to the store and was told there that they couldn't refund on the card machines and that customer service would have to process it. By that time, as you can imagine I was fuming. I called customer service the next day and she apologised and said she needed proof which I sent through. Thursday 8th Feb, I had an emailing saying that I would receive a bank transfer and that they needed my card details which I sent through. I then had another email on Friday 9th repeating the same, so again I sent through my card details. I was expecting to receive my bank transfer as they are normally very fast, but still yesterday (12th Feb) I still hadn't received it. I called customer service today and was told that my transfer had been delayed until next week, and that this is head offices descision and that they didn't know why they had decided that. I am absolutely appalled seeing as all of this was a fault on there behalf. If anyone has any suggestions on what to do, please let me know.”

Helpful Report

Posted 7 years ago

“cant't handle customer service at all. 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 23544704, 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. if a refund will take a month, is it too long, zara??? you can't even solve the problem on the spot or actual call back in 72 hrs? never had any experience with other business.I am shocked there is such unprofessional things existing, and it's from Zara!”

Helpful Report

Posted 7 years ago

“Honestly, you need to train your staff on customer service. The attitude some of them have on them but what makes it worse is how they don't even apologise for the mistake they made, instead try to say your in the wrong. Invest your money in customer service training. (Reading Oracle Store)”

Helpful Report

Posted 7 years ago

“After ordering 120 pounds worth of clothes on Boxing Day I waited 14 days for it to arrive. Taking two days off to wait on my parcel on the 2nd and 3rd of Jan as I received an email stating it will be here between 11.00 till 12.00 so then when it didn’t arrive between then I got an email saying it will come between 2.00 till 4.00. So then when it didn’t arrive I checked on my Hermes and it said it was delivered at 11.59 when it hadn’t. And no one rang the bell or left a card. Then taking another day off it said it was delivered at 12.01 which again it wasn’t and had no card again. So then that day I had tried to contact Hermes but they don’t have a telephone number and had to chat with someone over live chat. So then once I finally reached the man from Hermes after about two hours of waiting from 241 in the queue it went down to 1 then back to 2 then back to 3 then back to 1 again so when I finally reached this live chat I spoke to one of the colleagues who asked me what my parcel hasn’t even been attempted and no card was left. And he said I’m sorry but they don’t have to leave a card and after about waiting 10 minutes every time for a Response even though I responded literally 30 seconds after he responded he said to me have I helped you with everything I said no you haven’t because my parcel still not here even though have said you did attempted delivery. Then he ignored me and said thank you have a lovely day and ends the chat within 5 seconds. Finally getting nowhere with Hermes I called up Zara I spoke to a lovely lady she was just a customer advisor and she helped a lot she said I’m going to put a request in to see where your parcel is because they were clearly very rude and we had so many problems with Hermes and it’s very rude they didn’t even bother to try and look for your parcel. The following day my brother stayed at home and then every email that was sent to me saying it was going to come and it didn’t. Then in the evening I finally got an email saying we attempted to deliver it today at 9:30 and no one answered the door so we will send it back to the company. Then I called Zara again I spoke to a different lady she was very helpful but she was only an advisor and I said can you please put me onto manager maybe they can escalate it further and transferred me over to a manager who was extremely rude. I have never been spoken to the way that this lady spoke to me, she spoke over me and then when I was telling her my problem she wasn’t listening then she’s asks me again and again what the problem was. Then she stated it’s not my fault that you wasn’t there for the parcel and I said I was there and she said they don’t have to leave a card and then she went to say they don’t have to ring the doorbell. I said I’m sorry how my supposed to know that they are going to deliver my parcel if they don’t ring the doorbell, am I supposed to sit outside and wait for them on my driveway or am I supposed mentally think that they’re there and open the door, how are they not supposed to ring the doorbell and then I said to her I qualify for free delivery so what if I actually paid for my delivery is this how you treat your customers I have been waiting eight days for my parcel and she said well it does say when you make your order because it’s Christmas time that it’s not going to come as soon as I said I completely understand that but don’t say that you guys have attempted to deliver it when you haven’t and then she kept saying we’re not getting anywhere clearly very abrupt she was very rude, do you want your parcel sent to a different address, I said will it be here tomorrow she said no. So then I said when is it going to come and she said next week so I have to wait another 4 days as of the weekend. So when it did arrive I received no email or any idea It was coming so lucky I was home. Never ordered from zara online and never will be!! Avoid at all costs!!”

Helpful Report

Posted 7 years ago

“I have bough kidswear online and one item was missing from my order. Called Zara 3 times and each time they told me to wait for someone to get back to me within 48 hours. Each time waited for a week no one got back to me. This is the worst customer service I have ever experienced.”

Helpful Report

Posted 7 years ago

“Tried to exchange (not for cash) items I received for Christmas. I was told that it was a few days after the 30 day returns policy. I was amazed to find out that they don't extend this for Christmas, knowing full well that people buy presents for other people as is the tradition here (Maybe not in Spain) and that the person returning the clothes would not have been given them on the day they were bought and sometimes weeks afterwards, usually on 25th December. Most other decent retail chains will offer and extension or maybe be a little flexible for this reason. Not Zara - I was told by the manager to call customer services. I have no idea why she did that (unless just to get rid of me - troublesome customer ruining here day) as customer services told me it is 30 days and there is nothing anyone can do about it. Apparently no one in the whole of Zara has the power to change or even discuss a return after 30 days. I wonder who has set that rule then, maybe Odin himself. So here I am writing a review that going by the rest of reviews written by other unhappy Zara customers wil go unnoticed or plainly ignored by anyone at Zara as they really couldn't care less about their customers. They have lost two today - me and my wife spend a lot on Zara and for the sake of £45 worth of returns they have lost two very good customers and much more money in the long run. Well done Zara, great business.”

Helpful Report

Posted 7 years ago

“Jazz on live chat is awful, just kept asking me the same question over and over... wouldn't help me and was just rude. then ended the chat mid conversation....”

Helpful Report

Posted 7 years ago

“Ordered 3 items from Zara 7/1/18 confirmed order and on 10/1/18 items were on there way from warehouse to sorting office. 11/1/18 showing items on there way to the courier. However on Wednesday 17/1/18 still hadn't received items and contacted Zara Customer Services. They apologised and said they'd be back in touch in 24-48 hours once they'd had a response from Hermes. When checking tracking information on Thursday 18/1/18 it showed the item had been delivered to a safe location on 11/1/18?? I was amazed as the time the parcel was apparently delivered to the safe location I was at home, as I work from home and two cars would have been on my drive? I was shocked as this information was not showing on the tracking information on Wednesday 17/1/18 until after I had obviously made the telephone call. I have rang Zara each day since Wednesday 17/1/18 to be told we will get back to you once we've had an update. Unfortunately not once have any of the agents got back to me however each day there has been an update!! Each agent has been very polite but I have not moved any further forward the last four days. Today I have asked for a full refund to be told a Manager is not available for me to speak to and yet again I need to wait to get a response”

Helpful Report

Posted 7 years ago

“Fraud!!! Ordered 14 products online and only got 2 followed by an email apologizing for the inconvenience!!!! 2 out of 14??? That's not an inconvenience is a f***** up and really bad logistics! Still waiting for my money back of the items I didn't receive.”

Helpful Report

Posted 7 years ago

“Dreadful ‘customer service’ unable to return a faulty item. Used for many years but no more.”

Helpful Report

Posted 7 years ago

“Lovley products Customer Service appalling will never shop there again.”

Helpful Report

Posted 7 years ago

“Avoid this company. Absolutely disgusting costumer service. Thieves took my money and never delivered my parcel. Took them three weeks to admit fault offer refund. Will never spend a penny in zara ever again.”

Helpful Report

Posted 7 years ago

Zara is rated 2.6 based on 999 reviews