Zara Reviews

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

2.6 Rating 989 Reviews

41 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 989 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 35%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Avg Email Response Time	-1 hours
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

“I have not recieved my item. Its been 3 weeks. Called customer service and they are completely and utterly so rude and have no knowledge in their company policies. She then about having manager or supervisor. I still dont know where my items are. So dissapointed!”

Helpful Report

Posted 6 years ago

“By far the worst company I have dealt with Instore and the customer service department. Was asked to leave from the store for questioning why an item was priced at 29.99 euros but yet they were charging me £40 when I queried it the so called manger told me it was due to import duty. When I said that items within the Eu don’t get import duty he told me to leave. I made a complaint to head office who ignored me for the first 2 weeks then I got 3 calls from supposed managers all of which had no idea why they were calling me and didn’t even know which store even though I had said 3/4 times what happened. Every time promised a called back and a solution waited weeks and nothing. Appalling treatment appalling company I now no longer shop there”

Helpful Report

Posted 6 years ago

“My Mum purchased a jacket for my sister on 3rd Dec. The jacket didn’t fit and we tried to return the first opportunity we got 11/01 only to be told the exchange was extended to 30th Dec for Nov purchases but normally 30 days for everything else. I personally think this is shocking customer care. No exchange, return or credit not offered. So now a pensioner out of pocket £70 - disgraceful. I will not be shopping there again.”

Helpful Report

Posted 6 years ago

“Terrible customer service! Got my son a shirt for Xmas with gift receipt however he was poorly while home from Uni & when we checked it expired end of December. I’ve just spoken to a most unhelpful lady on the customer care line who couldn’t care less and said it’s their policy- no exchanges or refunds even if 1 day late! Not buying gifts ever again from here.”

Helpful Report

Posted 6 years ago

“Horrible customer service!!! I Tried to return a Christmas gift on January 5 and they wouldn’t let me. Tags on with receipt. They said the only exception would be if I was hospitalized or if they was a death in the family!!! I’ won’t be shopping there anymore. I will give my money to retailers who are reasonable with their customers.”

Helpful Report

Posted 6 years ago

“Zara: on first impression - nice clothes. Customer service to solve a problem or carry out a transaction is very poor and you will not get a result! The Good news is: their are many other retail competitors in close proximity to Zara! Never go to Zara when their competitors are so much better equipped to deliver proper customer service.”

Helpful Report

Posted 6 years ago

“Went into store with my sister, one of their assistance commented on my sister being pregnant which I thought was a no no unless the customer comments first, my sister is wearing igger clothes to make having a colostomy bag more comfortable. She has cancer and has lost her bladder. I wrote to their customer services questioning store etiquette and to date they have made 6 promises to call me back and I have still heard nothing. I am guessing they do not take cancer and how people feel seriously. You should be ashamed of yourselves”

Helpful Report

Posted 6 years ago

“Brought a ladies shirt from Zara . Stitching unbelievably shabby and material fraying where the stitching hasn’t caught properly. Shirt now in the bin £65.00 waisted 😡😡😡😡😡😡”

Helpful Report

Posted 6 years ago

“I purchased a pair of shoes online. They were a poor fit so I returned them with request for a refund. Some days later, I was informed that as I had damaged the right shoe by trying to insert a heel grip, my money would not be refunded. I did not try to sit a hell grip. Why would I if I found the shoes ill-fitting in the first place? The very small exposure of the blue underlining just appearing out of the back of the inside sole was clearly a manufacturing fault. Contact with customer services resulted in being told the manager was too busy to talk to me and that I should take the shoes to a Zara outlet for a second outlet, an outlet more than 70 miles away. If my experience is typical of Zara's customer services, I would not recommend purchasing anything from this dreadful company. with this”

Helpful Report

Posted 6 years ago

“They changed their price frequently from $69 to $99 on women's dress. And when you asked, they denied it, worst customer service in the store located at Figueroa , Los Angeles. I keep on eyeing this dress for two weeks, I could not be wrong. They make up stuff to make you feel that they're right and you are wrong. They have good stuff but be careful they are changing their price from low to high.”

Helpful Report

Posted 6 years ago

“Extremely poor customer service, I suggest that all staff members in the customer service department be provided with appropriate training. The only reason that I am not infuriated is due to the fact that the Zara packing and delivery arrived and appeared to have packed with care. Branding is fabulous and has a strong reputation but the frontline customer service staff let this company down. I will not be utilising the customer service phone-line again. I would rather return in store and search elsewhere if I have any further issues. Sincerely, some who has been shopping in Zara for years.”

Helpful Report

Posted 6 years ago

“Absolutely appalling customer service.!!! After numerous phone calls to speak to an advisor I eventually got one who was quite abrupt,unhelpful and felt like she was reading from a script.!!! Never again will I shop at this store.! Beyond belief, Beware... No after care service at all.!!!!”

Helpful Report

Posted 6 years ago

“Zara is heading for disaster sadly. Had the WORST customer service from them after they failed to deliver part of my order. And they failed to provide me with a reasonable excuse. After chasing finally I’m getting my refund in 14 days.”

Helpful Report

Posted 6 years ago

“Still not over the fact that couldn’t exchange my pant and no manager or customer service line was unable to help”

Helpful Report

Posted 6 years ago

“Item ordered 26.9, next day delivery. Still not arrived, I keep on being told it is under review. I can’t get a refund. I have never had such terrible service, ever.”

Helpful Report

Posted 6 years ago

“Had the WORST customer service from them after THEY failed to deliver all my garments. And they are failing to provide me with a resolution in a timely manner. I ordered 43 items from zara. The courier arrived to my house on about the 26th September, and said he couldnt carry the boxes upstairs as they were so heavy so I had to go downstairs and collect them- they werent that heavy if I might add I carried them as a 5ft3 woman. There were 2 boxes- a large box and a smaller box on top. Also, he didn't make me sign for anything. When I got upstairs to my flat I realised the larger box was open and many items were missing- I immediately contacted Zara and reported this to them. They said they contacted the courier company twice and said the courier delivered the boxes and didn't know of any incidents and that I had signed for the boxes- this is false I had not signed for anything (zara sent me a picture of a signature that was not mine and i did not recognise), so rejected my claim. I disputed this further, as I sent pictures of the box how I received them. The sales advisor I spoke to asked why I didnt refuse to accept the delivery as it was damaged, and I told her I didn't realise that the larger box was open until I got upstairs as there was another smaller box on top of it. I have called zara in excess of 5 times and my query still has not been dealt with- I keep getting fobbed off and am I'll have an update in 1-2 days and I never hear back from them, I am the person who has to do the chasing. I then queried this issue about 4 or 5 more times on the phone and using the zara chat, and on Monday 22nd October on the chat i was told I would be receiving a refund in the next 7 days. I then received a call on Wednesday 24th October stating that the warehouse had refused to take ownership of my missing items and could not accept the claim. I said that this was unacceptable, as I had received half an order but had had the full payment amount taken so what would be done next. I was then told this would be escalated to another team (something I had been told about 5 times prior). I am unhappy with this as it seems there is no correlation between any of the zara teams- why would one team be telling me im receiving a refund but then the phone team was telling me my claim wasnt accepted? This whole thing has been a shambles on zaras part and I am seriously considering not shopping there anymore due to the poor and untimely interactions I've had with teams across the zara board, as well as the sheer unwillingness to locate my items or provide me with alternative options- it seems zara is washing their hands of me as they cannot find the items I did not receive and want to keep my money. If this is how they treat their customers I would prefer they return my money and keep their items.”

Helpful Report

Posted 6 years ago

“Bloody queues at tills - so sloooooooow”

Helpful Report

Posted 6 years ago

“First time shopping here, two of the jumpers I bought are falling apart only worn once.”

Helpful Report

Posted 6 years ago

“.Terrible customer service . Needed to a return an online un-worn faulty dress ( bought 7 days ago ) and they would not exchange it unless I travelled 40 minutes to my nearest store to exchange it ! Customer services manager was meant to call me back to sort out problem within 24 - 48 hours and 3 days later , still no phone call despite a 2nd call. staff at customer services are like robots and totally unhelpful !”

Helpful Report

Posted 6 years ago

“Beyond bad! Would rate them -100 if I could. Ordered from Zara online twice: The first time they shipped it almost three weeks after I placed the order, but the real charmer was the second time, when the package didn't arrive and they refused to do anything about it for days. First they said they'll refund me, but since I never got any email confirming that I contacted them again, and oh! behold - turns out they weren't going to refund me and they wanted to "inquire" the "matter". Then no one reached out to me for 4 days and then they said they sent it again. No tracking number, no courier details, nothing. When I insisted, they just gave me the tracking number of the package that got lost.. I really don't know what to do if this one doesn't arrive. Just lost over $100 and a lot of time on the chat and phone with them. REALLY, SERIOUSLY bad customer service. What's the point in making customers feeling like criminals? as if all people do is buy dresses and then lie about it. Shameful and completely wrong, especially for such a large brand.”

Helpful Report

Posted 6 years ago

Zara is rated 2.6 based on 989 reviews