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

“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 7 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 7 years ago

“Bloody queues at tills - so sloooooooow”

Helpful Report

Posted 7 years ago

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

Helpful Report

Posted 7 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 7 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 7 years ago

“Ordered over £100 worth of clothes. Received an email from Paack asking when I would like it delivered, I chose between 09.00 and 17.00. I was sent a tracking number. I arranged to be at home and waited in. Every now and then I'd check the satellite image; at one point the Z marker was only 2 streets away from my home, then it travelled in the opposite direction. At 15.28 I received an email saying "We tried to deliver your order but unfortunately we couldn't reach you", which is simply NOT true. I was in. They did not attempt delivery. On the satellite map they were nowhere near. I guess the driver gets a penalty for not making a delivery so it is better to pretend they attempted to delivery than to admit they didn't. Anyway, contacted Zara - apparently they can only contact Paak by email. Unsurprisingly the satellite option is no longer available. I have no idea where the clothes are. Really shocking service. If I had read all the terrible reviews online I would never have bought from Zara and I will NEVER use a company that delivers with Paak again.”

Helpful Report

Posted 7 years ago

“NEVER BUY ON LINE FROM ZARA! A week before my holiday departureI bought my holiday clothes on line. So far so good it was a Saturday and on line they said that they would deliver on Monday. On Sunday they sent and email asking if I wanted day or evening delivery on Monday - then they sent an email with the courier's tracking number, it did not work. On Monday there was no sign of courier or the goods. On Tuesday evening Zara customers services said they too had a problem with the courier's tracking number too - that they would email them but it would take 24-48 hours to get an answer, Zara personnel did not seem to have any authority beyond sending a 'where is it' email to chase up the couriers - it all felt very hopeless. The Zara personnel said they would respond when they had a reply from the delivery company - they did not do so. On Thursday I get a message from the courier to say that they tried to deliver which I think is unlikely as we have porters here 24/7. So later on Thursday evening I call Zara customer services again to be told what I can already see on my screen and that is that the delivery will be made some time between 10am and 10pm on Friday. So Zara expect their clients to wait in for 12 hours for a delivery from a courier that ignores the instruction to leave with porters of our block if there is no-one home. So now I am spitting because I am going on holiday on Saturday morning and I don't have the clothes, so as Zara customer services to cancel the order and refund the money as we are within the 14 days - but no the Zara phone answerer does not have the authority to do this but they can get a call back within 48 hours from a manager. So now I am looking down the barrel of going on holiday with no clothes because a) I have no confidence Zara's courier will deliver tomorrow and b) I can't get a refund in time to go and get some clothes tomorrow because the call back time is 48 hours.”

Helpful Report

Posted 7 years ago

“so many messages but no response from your customer service. This is how you treat your customers? Hopeless customer service”

Helpful Report

Posted 7 years ago

“Trying to confirm with the Cambridge store they have an item in stock as I am an hours drive away. Ringing and ringing - no answer - so I rang “Customer Service” to check I have the correct number, to be told they don’t have the store numbers. No directory. REALLY? Owing to appalling reviews there’s no way I’m ordering online, so it looks like they’ve lost yet another customer as I’m not wasting a long drive to find the item isn’t available.”

Helpful Report

Posted 7 years ago

“They confirmed 2 times they collected an order I returned. Now they refuse to refund. if they had a problem with the courier that must have lost my parcel, it is not my business. They agreed to collect, confirmed 2 times it was collect and now they refuse to refund.”

Helpful Report

Posted 7 years ago

“sold me jeans that zip didn't work and then haven't taken it back or refunded me for it!”

Helpful Report

Posted 7 years ago

“The worst customer service I have ever recived in my life. Long story cut short, Wrong items sent out, took them back, week later, items still not received, no refund, no apoligies, not been in any contact, I have been the one making every call to see what is going on and they still have no idea and very unhelpful, Clueless!”

Helpful Report

Posted 7 years ago

“Basically I ordered a dress on 1st of June (paid for 1-day delivery service).Dress didn't arrive the day after & 2 days on I received an email & text message confirming that Royal Mail has delivered it to my house. Checked CCTV and there was no delivery at all. Monday 4th June, I logged a complaint through the hotline and they said that they are investigating. On the same day, I ordered exactly the same dress in Zara Oxford Circus and I picked it up the very next day. I have called the customer service number a hundred times and after threatening them with a lawsuit, I eventually received an email from them confirming that I will receive a refund! Warning to all: stay away from Zara delivery! Better to order it instore - quicker & safer! WORST CUSTOMER SERVICE EVER!!!!!!!”

Helpful Report

Posted 7 years ago

“Brought clothes zara got charged twice went in manager rude,said will refund in 2 days been a week and no answer pn phone either. Not shopping there again in Zara Intu”

Helpful Report

Posted 7 years ago

“Honestly I wouldn't rate even a 1 ..I went to Watford store and there was a staff so rude! ..speaking to her colleague in her own language and looking at me does she not know that speaking in your Own language in front of other people is considered rude clearly not!! She was so impolite as well I sensed a bit of racism as well because I was the only Asian customer. After I was served she was greeting and making conversation with other customer but never gave me that service ..as I was walking out the store she was staring and giving dirty looks..I'm sorry but how old is this woman that sort of immaturity is pathetic clearly shouldn't be working as a sales person. She is the only staff there that is rude and impolite I looked at the receipt to see if I can catch her name so that i can make a formal complaint but there isn't name on there racism shouldn't not be tolerated at all and clearly this woman has not been educated as she is stuck in the old times! Something has to be done about this as I am appalled and shocked that something liek this still exits especially at this day and age. DISGUSTING!”

Helpful Report

Posted 7 years ago

“Milton Keynes 4pm-I waited with my daughter so she could try items on and was ignored by the attended after she looked at us. We were there for a minute or so a customer walked out of cubicle she acknowledged them and took items off her and ticket. I said can I go in? She was so unbelievably rude and abrupt and said “of course you can go go on” I said if that’s the case and I don’t need a ticket when you looked at me why didn’t you say it then? She then replied rudely “just go in!!” No sorry nothing just mumbling just go on as if I was a piece of dirt. I said “your rude and it’s unacceptable”. While I waited for my daughter to try her items I stood outside the cubicle, I turned to look at her she acknowledged every other customer nicely and gave them a ticket. I was already angry but then was upset and felt sad I couldn’t help to notice I was the only Indian out of all the other customers. I’m nearly 44 years old and shopped in low and high end shops all my life and in all my time have never had a racist incident towards me because that’s how I felt, I have never before ever no matter where I have been or gone faced racism. I asked to speak to a supervisor I told her what had happened she apologised but didn’t ask for my details to let me know of outcome or even a genuine sorry letter. When I walked away I truly felt she was going to do nothing about the situation.”

Helpful Report

Posted 7 years ago

“Worst delivery experience”

Helpful Report

Posted 7 years ago

“Zara, Chester - rude unhelpful unenthusiastic staff who are keen to send you away without trying to help. 1/5 staff I’ve met have been helpful. I absolutely adore Zara and the clothes, but the staff at this particular store are rude.”

Helpful Report

Posted 7 years ago

“I called the 0800 customer service team yesterday first thing in the morning to get a £89.99 Black hooded trench coat. I could see online it had sold out. I asked the member of staff to confirm this. I was going to travel from Manchester to Liverpool to collect the last one in Liverpool. I was told it was not Guaranteed. I asked for the store number 01517037360 to check before I set off. I was told I could call from 9:30am. The phone line was not taking calls till 10am. I was the told by a rude member of staff that it was not the Liverpool store, it was a connecting line??? I got told to keep trying. I called a second time & was told a manger would not check the coat was in the store, & was told not to bother, the staff member then hung up on me. I then called the customer service team back, then I got a apology & told without a reference number she was not able to check the coat. Then she did find with my description & price that actually it was available online. I ordered the coat, it arrived this morning with royal mail before 8am. Unfortunately the coat still has a electronic tag at the back, & no detachable hood, so I can not use the coat. I have made a complaint! I have been told to wait till next Wednesday. I have even offered if compensated to take this coat back to my regular Manchester branch, to collect a detachable hood & get the tag removed. However this has been refused.”

Helpful Report

Posted 7 years ago

Zara is rated 2.6 based on 999 reviews