Zara Reviews

Name: Zara
Address: 53-54 Long Acre, London
Rating: 2.60

2.6 Rating 1,011 Reviews

40 %

of reviewers recommend Zara

Company Reviews

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2.6

Based on 1,011 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Live Chat, Telephone

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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

“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 8 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 8 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 8 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 8 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 8 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 8 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 8 years ago

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

Helpful Report

Posted 8 years ago

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

Helpful Report

Posted 8 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 8 years ago

“Have shopped in zara inn Southampton since it open. Now having moved to Bournemouth and started to shop there I cannot believe how different it is. Bournemouth staff are rude unhelpful, snigger at you behind your back and cant even give you the correct item when you have ordered online. I will never shop in the Bournemouth ever again!!!”

Helpful Report

Posted 8 years ago

“Oxford St East branch - nice clothes, dreadful customer service! Rude, aggressive, unpleasant. What a horrible retail experience. Not retail Therapy -retail torture- staff shouting at you and mocking you to colleagues. Horrible! Never shopping there again!”

Helpful Report

Posted 8 years ago

“They really do not care if customer is left with a useless item of clothing- bought a gift for my daughter for Christmas did not realise returns had to be back by 2nd January!!! Returned 4th to be told as a goodwill gesture I could exchange but no credit note (as it had taken so long getting to that point waiting to see managers I ran out of time and had to take dress with me) love the clothes in this shop and this was just one item brought back - complained on line via chat- honestly nothing we can do- REALLY!! Will NOT shop here again- sooo angry with customer service, feel really cheated”

Helpful Report

Posted 8 years ago

“If I could give a 0 I would!!! Zara are refusing to refund me. My item of clothing came with tag on and is faulty!! After an hour of negotiating with them (all I wanted was £3.99 back - how much the leggings cost) I was told that they would get someone to pick up the item and then return it with a new pair. I reluctantly agreed to this as I live on a boat and is massively out of my way to go to my postal address and would cost me money to get there. They then told me that the leggings were completely out of stock so could not be done AND still refused a refund to me. ITS £3.99!!! Pointless and so annoying as was practically getting shout at towards the end of the hour long conversation! WILL NEVER BUY ANYHING AGAIN.”

Helpful Report

Posted 8 years ago

“DREADFUL new Receipt system. Can't get a till receipt AND a Gift receipt so can't get my money back because I selected Gift receipt. Penalised because of your system. Self-employed for 30 years so NEED till receipts for tax purposes and to be able to give a Gift Receipt if necessary. I WANT MY MONEY BACK not an e-voucher if I, the card holder, produces the forced either/or gift receipt.”

Helpful Report

Posted 8 years ago

“I ordered a jacket on line for my Daughter for Christmas, unfortunately it was the wrong size. I went into store to change it but was told that as the receipt was 1 week out of date this would not be possible. I have just waved goodbye to £70. As I am the mother of two teenage Daughters I have spent a lot of money at Zara over the years, especially at Christmas. Not any more! I will never go into a Zara shop again. Absolutely awful customer service.”

Helpful Report

Posted 8 years ago

“I ordered 2 gift cards for members of my team, one £100 and one £200. First of all they sealed them and then they mixed up the gift cards so the person who had £100 on their message had £200 on their gift card and visa versa - how embarrassing. Customer services just suggested they swap them and didn't take on board the messages on each card or the embarrassing issues this left me with. I will never use Zara again,”

Helpful Report

Posted 8 years ago

“Terrible customer service. Took back a pair of trousers we had bought our son for his birthday, only needed to change the size and didn't want a refund, simple we thought. Our son went to the store Bluewater, and they changed the trousers and handed him back the bag. Got the home, and they were the same size as the ones he took back! Ok, a mistake by them but we'll try again next time we're out. Went to the Canterbury store today, and by now the receipt was a couple of days outside the 28 day period as we live a long way from the store and was the first chance we had to get out. My son went to the gents dept and explained the situation and showed the receipt, the girl said it would be no problem as it was just an exchange and duly helped him find the correct size, she sent him downstairs to the cash desk where he was now told that they would not exchange them as the receipt is now out of date. My son, being a young lad simply accepted this and came and told us. Right! We duly queued up again to speak to the girl on the till, and were intercepted by a another woman who's job it is to humiliate and embarass customers in front of everyone else in the shop. (We were obviously seen by the till girl who called for support) We were polite and calm and explained the situation. She would not budge an inch telling us in a loud and patronising voice that it is not 'company policy'. Well Zara, your 'Policy' is out of line with 99% of other retailers, and if this is the way you treat your customers you can expect to lose many more like us. We were loyal and regular customers until today. Goodbye Zara.”

Helpful Report

Posted 8 years ago

“I bought 2 men tops on November 24, planning to gift them as a gift on December 9. Received the items on December 4 and completely wrong items (received whole bunch of baby boys items), right away called customer service and a gentleman promised that I will received a call back within 48 hours. Nothing happened. I called back on December 11 to follow up (spoke with lady named Maissy) and she mentioned in never called in Dec 4 and after so much confusion, finally she admit that I did call. I also being advised that I will not get my correct items as I haven’t return the wrong items. No one told me this on the first call and I’ve been waiting for call back for a week! When I’m ready to send the wrong items and asking the timeline of the correct items to be delivered, I am then just be advised that my original order have been sold out which very dissapointed, so she told me I will get refund once the items are returned and they do investigation from their end. Why do I have to wait for the refund while their doing their own internal investigation??? Again, I’ve been promised to receive a call back by a Manager to solve this issue but no one call me at all! Called back on Dec 13 (spoke with Raphael) already very tired with this process of back & forth and their unprofessional customer service, simply ask what’s going on over here? FINALLY get the return label emailed to me and scheduled to be home pick up on Dec 15 between 12-3pm, get the items picked up at 3.30pm. During conversation with Raphael on Dec 13, I was promised that I will get refund once the tracking number is activated and I simply call customer service again. So that’s what I did, spoke with manager named Lulu, requested the refund and NOW they mentioned they can’t give me a refund unless the items are received by Zara. I’m beyond upset with these multiple calls and Zara keep changing their statement and I insisted that I want the refund to be done TODAY and finally Lulu agreed to do so. Now I just received an email that stated only ONE out of two items will be refunded to me and the other item will still be delivered to me. It’s already way way passed Dec 9 and I do not require this item anymore but the most important I made it very clear that I want REFUND and NEVER requested the item to be sent to me. This is the worst online shopping experience and I used to like Zara, this very bad customer service really leave sour taste. Summary: - super disorganized - eventhough it’s completely their fault, customer will be the person who suffer - expecting a compensation? Dream on, Zara don’t care about customer at all”

Helpful Report

Posted 8 years ago

“Brighton, Churchill Square store: no in-store signposting of where to collect online orders. Member of changing room staff initiated action, then I was left hanging for 10-15 mins. before figuring out for myself that I had to stand at one end of service desk in order to be noticed and dealt with. Explained how customer service was lamentable but no sign of an apology. Not even a manic pre-Christmas Saturday and this lot were useless. Get your systems sorted, Zara.”

Helpful Report

Posted 8 years ago

Zara is rated 2.6 based on 1,011 reviews