Name: Zara
Address: 53-54 Long Acre, London
Rating: 2.63

“Yet another unsatisfied customer. Back in February, I tried using Zara's online service to purchase some clothing. The package did not make it on the date that was supposed to be delivered. Only a month later I received a return invoice and a refund without any explanation whatsoever of what happened. I tried reaching out to customer support in their chat service. Selena, Zara's representative, would not provide relevant information on why the delivery service was not completed, except to say: Your purchase has been cancelled. Try buying again. My immediate question was: if Zara doesn't help me understand what the issue was, how do I know I will not have the same issue with my new order? Her answer: "We cannot guarantee anything" It is incredible unusual to hear from a Company's representative that their company is unreliable. So, just in case this was an isolated case of a representative that is bad at their job, I tried reaching out other members of their Customer's support department on a FB private conversation to help me understand the issue that I am having with Zara's online service and delivery. Their support was as unhelpful's as Selena's: You got your money back, there is nothing else we can do for you. They didn't even attempt to listen to my questions and my needs. Whenever you hear about companies with great customer support, you know that they will turn a bad customer experience around into a positive one. Zara is far from this. Especially at this time, when online customer experience is becoming the regular way of consuming goods, Zara is far behind from their competitors and has no future in the digital business due to frustrating customer experiences such as this one.”

Helpful Report

Posted 5 years ago

“I probably spend £1000 over a year on Zara, yet I was recently burned when purchasing jeans which were to large for me. I tried to return, with a bank statement and days after the original purchase and was told this wouldn't be possible. My receipt was damaged due to rain and unreadable. I just wanted a simple exchange. Awful and poor responses and lack of empathy or consideration towards the situation.”

Helpful Report

Posted 5 years ago

“The after service xx us cx appalling I am cx trying to get my money cx back for xx something I returned in January I was to a friend who returned a faulty jacket with a broken button she had worn it the assistance tagged it up and put it back on the rail it is disgusting and so unhygienic I am going to report them”

Helpful Report

Posted 5 years ago

“Disappointed I had to give 1 star to write this review Zara need to review thier exchange and refund policy they are unwilling to accept goods without a reciept even if you provide proof of purchase by way of a bank statement. I witnessed a customer become visibly upset explaining to one zara staff member after the other she had lost her purse with the reciept in it however the customer had a online bank statement on her phone as proof of purchase the items being returned were not accepted so she was left with 2 items of clothes which she has no use for. It is absolutely disgusting zara treat thier customers in this way proof of purchase should be accepted and this policy zara has must be changed by pressure from thier clientele we thier loyal shoppers.”

Helpful Report

Posted 5 years ago

“RUBBISH!!! Customer service! Rude and abrupt!!! I tried to exchange two items, I’d removed tags to wear, to then decided I needed a larger size so didn’t wear. I decided to try returned with tags, receipt and bag to be told that I was unable to exchange!! I’ve always been a massive Zara fan! NO MORE!!”

Helpful Report

Posted 5 years ago

“This should be a Zero rating! Awful customer service. Ordered online and did not receive my parcel in time for my holiday. They could not locate the parcel and kept telling me they were waiting for an update from courier service. Refused to refund my money. Was a loyal customer but won’t be shopping there ever again”

Helpful Report

Posted 5 years ago

“Awful service Zara has worst customer services ever. I bought item from zara just wanted to colour exchange. They told me can't refund or exchange because i didn't have receipt i showed bank statement. They said can't do anything, all the staff like broken record keep repeating same thing. I know they can exchange in good will gesture but they dont do it. Its frustrating because i have to keep item which i dont wanted. I think as customer we should escalate their poor customer service to higher level or sign petitions against them. The prices of goods keep going high but quality of service is shambles”

Helpful Report

Posted 5 years ago

“Avoid. Avoid. Avoid.”

Helpful Report

Posted 5 years ago

“I received a coat as a Xmas present in Dec 19. It was purchased mid Dec 19. It did not fit and I was away over xmas. I went to resolve this in mid Jan and was a day over the 30 day limit for a refund. However, they do not exchange after this period either. The xmas extension returns was for items purchased in Nov 19 and had to be returned by end Dec 19. This makes absolutely no sense as people are busy/away over the xmas period and who gets all their presents in Nov. In addition the lack of exchange after 30 days in their policy is terrible. Zara seriously need to review what competitors are doing and get up to speed with it. I cannot imagine how many customers they will be lose due to this. I for one am one of them.”

Helpful Report

Posted 5 years ago

“Croydon store. Massive queues one girl on the till clearly hating her job. Manager walking around pretending to look busy and other staff just folding tops on a table. Asked why you don't put other staff on the till. He just walked off. Black security guard comes to people in the queue and starts being rude to customers saying well if you try to return things in the sale.... I DONT CARE. Seriously. Zara is the worst shop on the high street. Used to love their clothes but they have become poor quality and over priced looking little better than Primark.”

Helpful Report

Posted 5 years ago

“Awful customer service by zara I been calling the customer service line they don’t bother at all. I ordered a dress and when I opened my parcel I saw a red trousers !!! Absolutely shocking. The lady said over the phone it takes 15 days for the money to go back in to your account ! Its 5 to 7 working days and when i said its zara responsibility to send a correct item from the first place im not ordering another one she put the phone down.”

Helpful Report

Posted 5 years ago

“Awful customer service by zara I been calling the customer service line they don’t bother at all. I ordered a dress and when I opened my parcel I saw a red trousers !!! Absolutely shocking. The lady said over the phone it takes 15 days for the money to go back in to your account ! Its 5 to 7 working days and when i said its zara responsibility to send a correct item from the first place im not ordering another one she put the phone down.”

Helpful Report

Posted 5 years ago

“Awful customer service by zara I been calling the customer service line they don’t bother at all. I ordered a dress and when I opened my parcel I saw a red trousers !!! Absolutely shocking. The lady said over the phone it takes 15 days for the money to go back in to your account ! Its 5 to 7 working days and when i said its zara responsibility to send a correct item from the first place im not ordering another one she put the phone down.”

Helpful Report

Posted 5 years ago

“I do like Zara clothes but I have to say that customer service by your staff is poor, 20 mins I waited to return an item , till staff are often chatting with each other and not paying attention to the customer and when they do interact with the customer they are very stern and unfriendly, security tags are placed on items as they are returned which makes for a longer wait, staff are about putting clothes back perhaps a dedicated member could just put tags back on. Staff are very unapproachable look like they would rather be somewhere else. Huge queues everytime I go in, but the way the staff are managed they do not look to help each other at busy times. Managers often have to be called which leads to more waiting. My local branch is Marble Arch Zara, but regularly use, Reading, Bournemouth and other London branches and have found the same. Employing miserable staff who are very unapproachable and unhelpful. Me thinks you need to look at how you provide a better service to the customer.”

Helpful Report

Posted 5 years ago

“Worst customer service returned a faulty item as directed..they emailed me to say they couldn’t refund it as it wasn’t in a saleable condition..I’ve rang 5 times to explain I’ve wore the item which as become faulty..waiting on a call back from a manager which which takes 24/48 hours this is 4 days later..the last women I spoke to hung up on my and there sending the faulty item back to me”

Helpful Report

Posted 5 years ago

“I purchased items online only to find that the sleeve on one side had not been stitched properly and a button fell off the neck on a dress the minute i tried it on. Upon requesting a return i mentioned about the faults and to my dismay I had to take photographs and submit details about the faults in order for them to authorise it. I could not believe that i was sent items with faults but i was left having to prove that they were not my doing. It took 2 weeks of constant emailing before they would aprove the return. Just ridiculous and very stressful for me. I would never ever order from them again and certainly never recommend the company, just shocking.”

Helpful Report

Posted 5 years ago

“The worst customer service ever , I went to the store in Brickell City Centre complain about a pants that I bought less than one month.After I washed , it shrunk like a kids pants .The guy at the store told me he was the manager , he could NOT help me , and I asked his name , he refused identify his self . That's CRAZY !!!!!!! Worst than buy a trash product , is when the manager refuse give his name !!!!!!!”

Helpful Report

Posted 5 years ago

“Ordered a faux leather jacket and very disppointed with the quality. Overpriced for the poor quality. I will avoid Zara in future.”

Helpful Report

Posted 5 years ago

“Ordered a child duvet cover and received conformation, When reading it, I realised that you have to buy the pillow case separately, Why? It's kids bedding, haven't got the time to select kids pillow cases, just put one in... Everywhere else gives you the pillow case with the duvet cover, why not Zara? Emailed Zara and asked if they could add it to my order (so not to pay the extra postage) and they couldn't. I did ordered it and I've paid the extra postage. In future I'm sticking to John Lewis, there customer service in my experience has been brilliant and they sell all there kids duvets with a pillow case, easy peasy!”

Helpful Report

Posted 5 years ago

“I love Zara and always shop in-store but have had to make 2 phone calls and 4 trips to Hermes drop off and post office to try to return items. The QR code didn't work so has to get them to send a label which I had to get printed at Ryman as I have no printer. Currently in the post back to them ..why can't they include a label in the box like H & M it makes life so much eaaier”

Helpful Report

Posted 5 years ago

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

Zara Reviews