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

Visit Website

Location:

53-54 Long Acre
London
WC2E 9JR

Write Your review

Tell us how Zara made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Trinity

Sofia

Les

Anonymous

Anonymous // 01/01/2019

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

“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 7 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 7 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 7 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 7 years ago

“We sent an item back to Zara by courier. Apparently the item got lost and Zara put the case under investigation promising to call us back. Even though the item number plus our name and address were inside the parcel. Weeks later still no call. Customer service are useless and Zara clearly don't care about their customers.”

Helpful Report

Posted 7 years ago

“I am sorry for 1 star but I don’t understand why they sending the worst stuff in Zara Uk I bought many things from Zara I try to go many times in Zara stores in London and never found something good the quality of products it’s different from the other country Zara stores”

Helpful Report

Posted 7 years ago

“Zara customer service does not even pretend to resolve issues. I strongly recommend against buying a Zara gift card, or allowing them to transfer the balance of a return to one of their cards. I tried to use my card for the first time today and it came up as invalid on their "activate card" site. I first tried to resolve this issue through chat. The customer service person told me they couldn't help me and that I needed to call customer service. I called customer service and spoke to Lorenzo who told me this was an in-store issue and that I would need to call the store. I asked to speak to a manager, and he told me he is the manager and that I would need to call Corporate in order to file a higher complaint, but he would not give me the phone number. I called Corporate and spoke to Jessie, who told me I need to call customer service for any complaints. When I told her that Lorenzo said I had to call Corporate, Jessie said that she couldn't imagine why he would have said that as only customer service can handle complaints. Is this honestly how Zara runs its business? I am amazed at the run around I just received and still no sign of resolving my issues anywhere in sight.”

Helpful Report

Posted 7 years ago

“If I could give a 0 star review I would, absolutely terrible customer service! Ordered an item online which came with a security tag on, had paid for delivery but then had to travel over 10 miles to a store to return the item, tried to call numerous numbers for Zara with no answer, was then given a number in the store that didn’t work, eventually found a number days later that worked, called for a refund for my delivery charge seen as I had to travel to return it due to a fault of theirs and was refused a refund! Absolutely terrible and will not be buying from Zara again.”

Helpful Report

Posted 7 years ago

“Worse customer experience with Zara, i wonder if it's worth explaining as no one at Zara seem to care about customer satisfaction, i have sent a tweet to Zara care and no acknowledgement. I have the feeling they never reply to any customer complaints. Why are they still operating? No accountability from Zara for customer distress and dissatisfaction.”

Helpful Report

Posted 7 years ago

“Incompetent staff at the store and misleading information on the website. Website shows which store should carry on item, unfortunately it doesn’t match store inventory. Big disaster and disappointment. I am one dissatisfied customer. Customer service on the website via chat is pointless, it collects info, submits complain, which doesn’t get anywhere.”

Helpful Report

Posted 7 years ago

“Next day delivery freaks me out. It’s not the first time when I have problems with my delivery. Zara’s customer service is so pointless! No one actually helps you or provides any details. I ordered from this store on Thursday my delivery was scheduled for Friday. When I asked customer service when should I expect my parcel they said “we do deliveries from 8am to 8pm”. So, that means I should sit at home for f*cking 12 hours just waiting for it?! And in the result (guess what?) that didn’t deliver it! When I asked Zara’s customer service what should I suppose to do with this now (cause I was leaving on Saturday for 1 month) they said “we will contact you soon....” WTF?! So the only thing I wanna say “THANK YOU ZARA FOR YOUR LOVE TO YOUR CUSTOMERS””

Helpful Report

Posted 7 years ago

“Feeling very disappointed lately as i loved my local zara in high cross Leicester, but the past months the ladies department where i shop is in awful condition, very rude staff and that's when you are able to find one! Was a great store and always helpful. I'm sure i'm not the only customer that feels this way. Shocked!”

Helpful Report

Posted 7 years ago

“NEVER ORDER ONLINE U WILL NOT GET UR ORDER SOON ...... It's the worst shop i ever see this kind of service and so bad delivery workers also with refund it's take ages to come back to acc , I have already 10 days and didn't come nothing yet ....”

Helpful Report

Posted 7 years ago

“If i can make it 0 star I'll do because they are not serious with orders online at all ..... it's the word shop that I'll never make order online ..... been so disappointed.....”

Helpful Report

Posted 7 years ago

“NEVER ordering JEWELRIES online again. It says on the website that if the accessories are in the original packaging you can return it but it's not true they will not refund you for jewelries.”

Helpful Report

Posted 7 years ago

“Website useless. Asking for size for perfume when it’s clearly one size. Tried to use online chat for help and that’s not working. Very amateur for a well known store”

Helpful Report

Posted 7 years ago

“Ordered on line in store. Delivered with security tag still fitted. Have arranged collection, waited in two days, no collection. They offered another collection date, three days seriously? Or to email a returns label. We have no printer! So no use. Promised call back from manager, failed to do so. Hung up on phone repeatedly. Am left with unserviceable goods, despite spending our time to reslolve. Complaints system is non existant and staff are very unhelpful. Avoid if at all possible”

Helpful Report

Posted 7 years ago

“Seriously avoid to buy online if you can! Awful service! I’ve had my items ordered from next day delivery and they weren’t delivery for 5 days. I called Zara costumer service and they said they would contact the courier and get back to me on 48hr. No one did. I call them again and was informed that the courier missed my items so I asked for them to be sent again. I got my new order request and there is a item missing. I wasn’t informed about that and obviously have pairs for the item previously. So basically a really big mess! After 10 days still without my items and if not attentive risking to pay for items that I’m not receiving. You basically buy online to avoid chaos and stay in peace of mind, but for me it’s just been the opposite. Really unhappy and looking forward to do a formal complaint! Unacceptable service!”

Helpful Report

Posted 7 years ago

“Terrible customer service by staff in Bolton store Returning 2 items at desk before which I had sprayed some perfume and wished to purchase which was placed beside items I was returning. The assistant smelt the item and accused me of wearing them item before wearing. I explained that the smell was probably the fact that I had just sprayed perfume and hence I was exchanging items for this instead. She went on to question whether I had worn it despite having the price tags on both items! At this point I became rather embarrassed as there was a queue of customers behind me and I was being questioned in such a degrading manner, despite there being a valid reason for her to smell perfume. She then insisted on calling for a manager and further adding to my embarrassment. She cane and authorised the refund as she smelt no perfume on the clothing. The refund took place then before Ieft she carried on to say how I shouldn’t have spoken to her in the manner I did. I didn’t even get an apology from her as she falsely accused me . I then told her that she needs to address the way she speaks to customers and didn’t like being spoken down too.”

Helpful Report

Posted 7 years ago

“Placed my order on 18/10/17 for 5 items. Was sent two duplicate items and there was one missing item. The duplicate item has been colected by a courier and I'm asking for a refund for the missing item. I've lost count with the amount of Web Chat, emails and phone calls ( some terminated by Zara customer services) . Finally I've been told I have to wait another 10-14 days for my refund to reach my bank account. What a joke this company is . So disappointed.”

Helpful Report

Posted 7 years ago

Zara is rated 2.6 based on 989 reviews