Zara Reviews

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

2.6 Rating 988 Reviews

41 %

of reviewers recommend Zara

Company Reviews

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Metrics

2.6

Based on 988 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 36%
Accurate And Undamaged Orders	Greater than 80%
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

“Does anybody check any reviews from Zara ????seems rather not.Looks like nobody cares .I am looking for a website where Zara actually replied back to any comments. I can only speak for Zara Etele plaza in Hungary not for every Zara shop but judgeing by the number of replies nobody cares from Zara.”

Helpful Report

Posted 2 years ago

“I returned a shirt and they denied that had received it and charged me the full price. Their phone lines don't work. Nobody answers on Messenger. The chat is hopeless, they cut you off and tell you it's all sorted when it isn't. Rapidly becoming a scam company. AVOID.”

Helpful Report

Posted 2 years ago

“I ordered a polo shirt online in Edinburgh Zara store as the one they in-store had a pull on the back and they had no more in the size I required. Low and behold.. I received my order and when I opened it, there was a big pull right across the front. How no -one seen this when they were packaging it is beyond me!!! I now have to return to store and order another one.I paid £3.99 for delivery postage and now have to return to store. Hopefully I won't be charged postage for another one to be delivered.I thought Zara was a reputable company, but after this experience, I have my doubts. Time will tell after I return it..how good their Customer Service is. Watch this space!!”

Helpful Report

Posted 2 years ago

“I ordered two of the same item in a recent order, but received only one. I was forced to use their ridiculous chat thing to explain this to them, as they no longer take calls from customers. Since then, three of their people - who really don’t know because they did NOT pack the box - have contacted me to tell me that two were put inside the box and that they are unable to refund me for the missing one. This is appalling. I was the one who opened the box and there was only one inside. The box was perfectly sealed and intact, which means only one was put in. I find it hard to believe that suddenly their warehouse staff have stopped making mistakes altogether, when they used to occasionally get it wrong in the past… I know ZARA is suffering since COVID, as their quality has plummeted, while their prices have shot up. But, is stealing money from customers (and lying to them) really the best way to get some revenue in?? I just had another chat with one of their “copying and pasting scripts” robots who just terminated my chat mid-way through! What a disgusting company ZARA have become. Shame on you ZARA! AVOID at all costs!”

Helpful Report

Posted 2 years ago

“Zara’s is a scam. I went there for the first, last and only time on 4/29/23. i had to order what I wanted on line. I never received the item. It’s been over a month and I keep getting the run around and lied to over and over. They keep telling me they are sending it thru zelle. Which isn’t even possible. You can only zelle someone from your phone. I’ve asked for a check refund and have been lied to that they are sending that to me. I will never buy from them again. I’m surprised they are still in business as I see all the reviews are negative and are just like mine. Worst customer service when ai was in the store and when I call customer service. Don’t buy from this company. They like and steal your money when you need a refund.”

Helpful Report

Posted 2 years ago

“If I could leave less than 1 star I would. Customer service is TRASH. They are not helpful. They delivered my package to the wrong address, and when I called customer service about it, they told me to re-order the items and have it shipped to my address while "they look into the issue." After they "looked into the issue" no one followed back up with me, and they would not give me the refund for the order they delivered to the wrong address. So I paid twice for the same order. I contacted my credit card company in regards to this matter, so they can stop one of the charges, and in doing this...zara blocked my credit card. THE WORST CUSTOMER SERVICE IN HISTORY.....STRAIGHT UP TRASH!!!!!”

Helpful Report

Posted 2 years ago

“The worst customer service ever. How you treat disabled customers. Two months of bartering you to give me a gift £10 to compensate me for the petrol cost I incurred because of your poor customer service in Bristol is disgraceful”

Helpful Report

Posted 2 years ago

“No Accountability, No Respect for Customers, No Follow Up. Extremely Disappointed and Dissatisfied. My concern is that I ordered 2 dresses weeks ago. I kept looking for them and they didn’t show up. I contacted Zara’s 800 number to find out the status. During my conversation with Zara’s representative it was discovered that they had automatically change my address from Blvd to Street. The rep stated she update the error and I should get my package within a couple of days. Three days later I call back and got basically the same response. Called back 2 days later and I am informed that the delivery service did not respond to Zara’s and did not update the address so they sent my package back. As I am on the phone with the rep she tells me that one of my dresses is no longer available! I asked if they have a record (which she confirmed) of my calls and curious why someone didn’t call me. There was no solution however she suggested that in the future I should order my items and have them shipped to a store instead of my home because they deliver company in Atlanta is unreliable. When I asked to speak to a supervisor I was told she would put in my request however it is at the discretion of the supervisor if they decide whether or not my request warrants them calling me back. That there is no guarantee that they will. Help me understand why if I paid for something weeks ago and never got my package how a business elects that they can or cannot call me back. I was never under the impression that this was a top quality store. The lack of professionalism from this company’s leadership is appalling. It is apparent this company gives less than a hoot about its customers which acceptable. Unfortunately, I will not spend any more of my money participating in helping increase this company’s monthly/annual revenue. I am very disappointed in how they handled this situation. Hopefully others who have experienced this or similar behavior will too stop patronizing this business.”

Helpful Report

Posted 2 years ago

“Your WhatsApp customer care is the worst in the world - so inept, incapable and unhelpful. Your store in Westfield made an error with the sale of a dress and I've been communicating on WhatsApp for a week. I explained my complaint six times and given my address seven times in the same thread. They assured me they'll resolve in 48hrs and closed the thread without resolving three times. The upshot is that, despite the store making the error, I need to make another two hour journey to Westfield, at my expense, to speak to the manager in person. Never heard anything so ridiculous and rude. They're alright as long as they're taking your money but absolutely useless once there is an issue.”

Helpful Report

Posted 2 years ago

“I got refused a refund on a jacket as it did not have the smell of the shop.!. It smelt different. Now stuck with jacket cant wear as sleeves about 4 inches to long. Never shop there again.”

Helpful Report

Posted 2 years ago

“Absolute disgusting customer service. Am surprised to note that I am not the only one complaining about items returned for refund but warehouse claiming not received. Still no action by Zara clothing. It’s all over the reviews forums. Called & chatted customer services several times but no positive response. No call backs , no managers actions, no proof of investigations if any. Am at loss of almost £100 because of this. Have been their customer for almost 15 years with no regard to loyalty. Zara needs to get investigated !!”

Helpful Report

Posted 2 years ago

“Very bad customer service. Rude & unfriendly employees. Fitting rooms are not open so you can’t try anything on. To check out takes more than half an hour to wait in line. I will never shop there again.”

Helpful Report

Posted 2 years ago

“ZARA is a horribly inept company that treats their customers badly.”

Helpful Report

Posted 2 years ago

“Chat 24/7 is a big lie, add 1-2 weeks to the estimation time.”

Helpful Report

Posted 2 years ago

“I really like Zara, but for the last 1.5 years the dressing rooms have not open in the Washington State stores. Every time I ask about this I am told that they don't have the staff to open up the rooms. I don't believe this because there are staff members walking around the store messing with clothing. If you would just open up the dressing rooms and have a person manage returning items to the floor, that would work better than not having the dressing rooms open. Every other store on the planet has their dressing rooms open but you, so staffing can't be the issue. Also, every item has a theft tag on it so things cannot be stolen without the store alarm ringing. I have bought much less during this time, but I am so upset because if I decide to try a few items, I am almost always returning something and have to go back to the store. I AM ONE FRUSTRATED CUSTOMER. I think it is time to shop elsewhere.”

Helpful Report

Posted 2 years ago

“Horrible customer service and no communication about when delivery is expected or tracking number sent via e-mail or text. Had to call them finally to try and get an update. To be told that I would be getting delivery today( that was this morning) only to get an e-mail that order is delayed until next week. No reason or explanation. I hate companies that don’t communicate. I’ve spent alot of money with this company in the past. Not sure I will shop here again. But I’m sure they don’t care. Customer service doesn’t seem to be high concern”

Helpful Report

Posted 2 years ago

“The Zara location at Fashion Place mall did not have any bags for customers purchases. They expected customers to carry armfuls of clothing purchased around the mall and through other stores. After getting a bag from another store the associate there said they’ve had customers commenting all week about this with Zara. Poor management of store and customer experience is suffering as a result.”

Helpful Report

Posted 2 years ago

“Terrible experience, received a coat as a present for daughter but it was too small, went to store to change size and they refused as had no receipt, i explained that it was a gift and i hadn't been given the gift receipt, i just wanted a different size, not a refund or different item but they still refused. I escalated this to the head office and was told the same. What a silly rule, i could understand if i was asking for refund or credit but just a size change. Ridiculous. I will not buy from here again and if purchasing a present BEWARE!!”

Helpful Report

Posted 2 years ago

“They don’t stand by their products. They have every excuse in the world not to give you a replacement item or a refund. By far, the worst customer service I’ve ever experienced. I’m now stuck with a pair of pants that can’t be worn!!! Don’t shop here!!!”

Helpful Report

Posted 2 years ago

“Poor management”

Helpful Report

Posted 2 years ago

Zara is rated 2.6 based on 988 reviews