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

“The customer service at every London store I have been at has been a complete an utter disgrace and the basic training in 5* customer service desperately needs to be implemented. The Oxford street store is in particularly the worst with the Irish manager being so unfriendly and rude really not what I expected from Zara. The staff are miserable, unfriendly and some the rudest people I have ever met. Zara also doesn't seem to inform you when your order is no longer available to collect in store. You receive no email and no refund no matter how much you chase. Really disappointed in the store and will definitely no longer shop there!!”

Helpful Report

Posted 8 years ago

“Have been to a few shops now. Swansea, Oxford Street, Southampton, White City and not one of them provided a half decent customer service. Not one member of staff at the till bothered to greet me and they continued to talk amongst themselves whilst serving. They have all been miserable and unhelpful. They refund policy is farcical changing from place to place. I love the clothes and will always buy off line now. Not worth the effort in store.”

Helpful Report

Posted 8 years ago

“FOR EVERYBODY THAT SAYS THAT THE CUSTOMER SERVICE IN ZARA IS HORRIBLE IS NOT THE SALES ASS FAULT IS MANAGERS EHO DONT CARE AT ALL IF THEY DONT HAVE COVER FOR THE FLOOR AND YHEY PUT 1 PERSON TO DO IT ALL SPECIALLY ZARA SOHO AS THE WORST MANAGMENT THATS WHY THE EMPLOYEES ARE TIRED STRESSED AND DONT GICE CUSTOMER SERVICE@!@!”

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Posted 8 years ago

“""Zara, particularly Zara in Lakeside has THE WORST customer service i have ever encountered!! The sales assistants are literally so stupid, but not on are they all incompetent, the managers are no better. I went there today and asked for an EXCHANGE, and they pressed a refund, and told me that the only way they could sell me the item would be that i would have to buy the whole thing back! How is that fair? i complained, of course, but the manager was so unhelpful and uninterested, and did not even make the attempt to give me any incentive for my inconvenience at their stupidity!! Cannot stand his shop anymore, will defiantly not be buying from Zara again. After being a loyal customer for a good 8-9 years, they have failed way to many times at providing good customer service, that i would not be able to justify any further purchases with them. Furthermore, I've noticed that they do not even have an email option on their Contact us page on their websites- how coincidental! I'm pretty sure they are used to complaints!!! Disgraceful, i urge you all not to shop here!!!”

Helpful Report

Posted 8 years ago

“Disappointed. ....had remained loyal to this company for years until I found out today what a strict refund policy it holds......no credit note/ gift voucher or any form of discretion no matter the circumstances.....thought it may be useful for potential customers to be aware of this.....I only wish I had known. Easy way to lose decent custom sadly.....I will definitely take my custom elsewhere! Only bonus if there is one...a polite no we won't reconsider.”

Helpful Report

Posted 8 years ago

“Shocking customer service by The Reading, Oracle Managers. I shop in Zara often and went in one day to exchange something unworn I had bought online. I was told very rudely that this was not possible, even with the receipt as the website is different. the manager then walked off! I looked at my online receipt to say that indeed you can exchange or receive refunds via the store with a receipt, which I had. I went in again (after a long journey as this is not a store near me, but the nearest) and the next manager told me, ok I could only exchange for the same item in a different size!!! surely this cannot be right? so I opted for a refund. I wanted to exchange for alternative items. Zara has now lost the £49.00 I would have spent with them again due to exceptionally rude managers. will never shop at The Reading store again. this was the 25th of August and again on the 30th August. Just not good enough.”

Helpful Report

Posted 8 years ago

“I ordered around £100 from Zara online UK but they haven't get delivered at all after more than one week even it was a Next-day delivery. Every time I got connected to Zara customer service they promise to contact me within 24 hours but never did. I kept contacting Zara by chat, message, and phone call, every other day, and 3 times in total. The last time I talk on phone with the staff he told me it was because the Hermes have not replied the email Zara sent, so they have to wait. I', not sure if they are going kept me waiting like this forever ...”

Helpful Report

Posted 8 years ago

“Very bad sell dirty dresses”

Helpful Report

Posted 8 years ago

“I purchased a coat and once home I noticed serveral marks on it. One with black on the collar which was very noticeable , others were stains, one was inside with a factory stamp pointing out the stain. They still sold this reject price to me. They did not refund when I took it back and pointed it out, staff wer rude and embarrassed me In front of everyone and said they would not sell an item like this and I should have inspected it properly. He did t even say thank you and bye. This is the Leicester zara store. Items is sold here of poor quality , inspect the shoes they are not perfect and made glue is dried in places were it's not supposed to.”

Helpful Report

Posted 8 years ago

“I wouldnt even rate Zara one star to be honest! Ordered some stuff offline and one if the items arrived with the security tag on. Contacted Zara as I do not live local to one and asked them if they would be able to send out another and for me to return the original. They created such a fuss. I sent them pictures, booking numbers, receipts and they said the best they could offer was 10% off my next order and they would come and collect the original item and I would get a refund. I thought this was ok if they had the item in stock but they did not! I advised them that I didnt want to order anything else and I just wanted the tag off my item. They advised me to return it in store at a store 55 miles away. The customer service advisers were rude all the way through and they did not get back to me when they said they would. I had to keep contacting them and being put on hold for half an hour while they looked at case notes. I would never order online with Zara again, complete joke.”

Helpful Report

Posted 8 years ago

“phoned the zara store in leicester highcross Sunday afternoon and they picked up the phone and immediately put it down twice! I also rang the customer service number for Zara and the woman answered it, and hung up on me whilst I was talking! all when I was trying to make an inquiry. ended up using the live chat which was very helpful.”

Helpful Report

Posted 8 years ago

“the customer service is appalling, do not use live chat, if they don't fancy helping you, they will come on introduce themselves and proceed to ignore you, i waited 1 hour mid conversation, only for them to end the chat”

Helpful Report

Posted 8 years ago

“Sent me a dirty dress so I sent it back to them saying the product was poor quality. They then returned it to me and would not refund me as they said I should have stated the product was not poor quality but fault and of that reason they would not offer a refund.”

Helpful Report

Posted 8 years ago

“Live online chat customer service rubbish clothes fall apart before labels taking out and worn”

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Posted 8 years ago

“Ave great service”

Helpful Report

Posted 8 years ago

“Ave great service”

Helpful Report

Posted 8 years ago

“I purchased 8 items from Zara on online and I only received 6 items on Saturday 1 July 2017. I telephoned the same day as there were two jackets. They asked me if the weight was on the packaging which it wasn't. I've never had anything missing before. The customer service is poor. They do not have an email address to make a formal complaint. You are not able to go beyond the first person you speak to. I rang on more than four occasions and they say that there isn't a manager or supervisor to speak to and that the warehouse said that the items were packed. They said that they would respond within 48 hours and they responded on the 7 July 2018 at 12.47 stating that the items were packed. I've never had anything missing before and I've placed a lot of orders from Zara. The staff are completely rude and disrespectful. I want my £80.00 back. My order is 367042908. I'm also writing to BBC Watchdog as I think this is not the first time this has happened.”

Helpful Report

Posted 8 years ago

“Hi I ordered £400 worth of clothes and it's the first time I have shopped at Zara and the last was not sure about sizing so ordered some items a size up.I never received two items of clothing when I phoned they said they would investigate and get back in touch with me which they never did I had to phone up and was told the warehouse said everything was sent out? As I work in retail my self I'm sure they must be evidence who picked the items and how many was picked on my order....not happy big mistake shopping here,I do not have no complaints about the quality of clothing just they way the who situation was dealt with”

Helpful Report

Posted 8 years ago

“Went Telford sale jacket in sale two identical but charged full price told they made an error but they refused to honour price even though jkt was priced at 39.99 with huge graphic over it on a shelf saying that price . Queued 15 mins 3 tills only 2 tills open a joke in a sale on a Saturday 2 customers walked out queue left shop Spoke manager she was just going remove jacket back fullptice clearly unaware misleading price law to customers I advised was she withdrawing from sale Disgusting service left with purchase sent email to complain to them of google zara website to get email back say email address no longer works Should you not update Google shameful called Zara Monday no one called me back called Tues but never gave me impression they cared best part story is jacket sold at 59.99 underneath that label stuck on top tag is a different price of 49.99 Looks like pricing needs be addressed This weekend returning jacket shopped there years but never again as your error cost me an extra £20 but let's be honest I can buy navy blazer of many retailers so refund I will be getting & you can keep your jacket & misleading prices & sale Good luck future customers like me you loose Recommend you open tills not sure if you achieved budget but 3 tills should be open with queue of 15 minutes at 2pm on a sale Saturday Retailing at its best absolute joke glad you can afford customers leave not purchase like said good luck future”

Helpful Report

Posted 8 years ago

“I am returning home from a visit to your Guildford store . It is the first time I've taken anything back . The experience was appauling . I was asked if I knew how to undo the cord so I could remove the price tags and wear the top and trousers ! I said why would anyone do that especially since the items have cardboard size identification fastened to the jeans and top . She asked again .. ! What a bad customer representative for Zara so unprofessional ! I told the girl what she was impliying was quite deplorable . If this girl deals with customers like this on a daily basis which she said she says it to everyone you will get your store a bad reputation . I have run my own business for 16 years a limited company and in my retail shopping experiences never been treated like this . I felt near to tears and embarrassed .”

Helpful Report

Posted 8 years ago

Zara is rated 2.6 based on 999 reviews