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

“Zara store in Leicester High Cross. Persistently poor customer service, staff are rude and lack any social graces.”

Helpful Report

Posted 8 years ago

“At around 6pm on the 19/12/16 I went to the Kings Road store to return an online purchase that I had for over three weeks and joined the online returns queue. There was a long wait then someone from the store announced that there was an error with the system and we would have to come tomorrow. I explained I was going on holiday the next day. Eventually asked to speak to the manager who said there was nothing he could do but suggested I come back when I got home and they would 'update' the system to ensure I could still get the refund - when I asked how he would do this (the system is down) he looked very confused. He was the Menswear manager standing in for the manager that day. He was exceptionally unhelpful and very rude. At one point he accused me of shouting at him (I did not it was another angry customer) and also told me I was making a Drama for no good reason! I was calm the whole 45 mins I was in the store trying to get a refund. He eventually suggested I go to the Knightsbridge store (I was meeting friends for supper so not an option plus I asked what if they have the same problem?) and that was the best he could do. I asked to speak to the H/O who he said he would call and he got on the phone however he was trying to reach IT and left me standing there and wandered off once he was connected. The girl on the refund till on the till suggested she try to see if the system worked. Which it did and she sorted the refund. I asked for the managers name and she replied 'ask him yourself'. On the 20th I made a complaint on the phone, explained all and advised I would not be shopping in Zara again. They said they would email me an update. On the 28th I received a thanks for your feedback standard email. Responded yesterday (home from holiday) by email and stressed I did not feel their response addressed my complaint in any way and received a standard response today so I called customer services. First question asked was 'do you have a complaint ref' - no but I feel should have. Lots of holding on and said nothing different to the standard response emails. I asked how I arranged a refund to be sent to my son who had given me an online Zara Gift Card for xmas as I was not shopping in there again. Its not possible apparently so I asked to speak to a manager. She asked if I was happy to hold whilst she looked for one and I said I do not have a choice at which she barked 'that was rude'! She actually argued with me how rude I had been (not true) and came back after 5 min and said none avail but arranged a Manager call back which I should get between 28 and 48 hours. Shockingly poor customer service - the notes on the 'system' apparently said apologise to the customer for the poor service but this was not included in the email. They have no interest in how I was spoken to in store or that 45 mins awaiting a refund is acceptable or that I would not be shopping at Zara again (I spend a fortune in there). If they issued paper receipts for online orders (they no longer do) it might not have been such a problem for them to issue a refund via the normal till.”

Helpful Report

Posted 8 years ago

“Rude manager The manager in Meadowhall branch was so RUDE that when I said I would complain about their serviecs. She answered me with "oh yes, do it!!" What sort of attitude she had??? I used to buy lots of stuff from you, and recommend to my friends. But now I will stop buying anything from you ZARA!!! Lately you produced a lot of rubbish anyway---CHEAP material, quality is gone down hill, and the whole place looks awful MESS!! MOSTLY, the staff are unfriendly and miserable. If you have no receipts with you because it's a Christmas gift, they won't even exchange, never mind about the refund! There are not much of customer serviecs there, they are not trying to help, they don't feel sorry, they are there to just try to make you feel uncomfortable in front of people!”

Helpful Report

Posted 8 years ago

“Zara has the worst customer service and delivery service In the world, I have placed an order on Black Friday and I have still not received my order after more than two weeks now. I have made many phone calls and all I have received is just a word SORRY TO HEAR THAT but no action to solve my problem, they just keep postponing me to call in in another day for alternavtive. I have ordered my products as a Christmas presents for my family and now I dont have my orders and no money to rebuy things, as Zara customer service said they cannot return my money back before Christmas as it takes 10 to 14 days which means I will have no moneys to buy gifts for Christmas ???? I'm so frustrated and I definitely not going to buy anything from Zara ever”

Helpful Report

Posted 9 years ago

“I bought a pair of shoes from zara(PACIFIC MALL WEST DELHI)From kids section. I wore these shoes for less than even a month and the pasting on shoes is coming out of it. I can't even wear them now. I'm so much exhausted and irritated by your service I bought dem for 2200rs. I m regretting my self dat why I bought ur shoes ur quality is too cheap.too local. U don't have the pic option on the site nhi toh I would have send u the pic of my shoes. Also I went toh the store and ur manager negligence was negligent about my case as I dint have the bill coz I was not aware of ur cheap quality.nhi toh I would have kept the bill.. What should I do with them now should I go dere and throw them onto the managers face. Horrible customer service.. Horrible quality I would never purchase from zara now onwords. I would suggest the public also to boycott zara product's.”

Helpful Report

Posted 9 years ago

“I went into Zara in Bolton Market Place with my sister and two children who where being well behaved. Zara display their clothes on top of each other in piles so to get different sizes and to look at items you must move them which I put back as neat as possible, a shop assistant who I later found out was the manager of this store was going around after us stomping her feet with a face like thunder... We felt so uncomfortable, she was looking at us like we were not good enough to shop in this store. I did mention this at the till to which two lovely shop assistants served me and listened to me while I had a moan about this horrible manager. I have never had such a bad experience in Zara before.”

Helpful Report

Posted 9 years ago

“I received an email saying that my ordered had been signed for and delivered however it hadn't and it is not with any of my neighbours and it's going to be 1-2 days before I hear back from the to see where my order is”

Helpful Report

Posted 9 years ago

“My 83 year old mom and my aunts were stranded and neglected at Zara Paris today. I was on a wedding trip for my niece. We were at Zara Paris Champs Elysee store and my wallet with $500 and 551 cash and all my credit cards and US drivers license was stolen from my handbag at Zara. I asked the security and they DONT SPEAK ANY ENGLISH and they are so indifferent. I looked around the store for my wallet. I asked for the manager and I was with my 83 year old mom and her 60+ year old 4 friends. Nobody at ZARA Paris tried to help. I am stranded in Paris with No money no credit cards. The store checks bags when people enter but they don't care if something like a theft happens in the store. Which we found out was EVERYDAY. So I cancelled all credit cards and I asked all Zara security and manager. They didn't help. I went to the police and filed a report. The police will check the cameras and will see that THE POOR SECURITY inside the Zara store. And how my 83 year old mom and her old friends and I were left with NO HELP AT ZARA. Horrible customer service and horrible security. Anyone can come with a knife even to steal or stab anyone. It's unacceptable in the US this type of service you would get better service at Mcdonalds in USA”

Helpful Report

Posted 9 years ago

“Every time time I shop at Zara in London the staff are rude and patronising. Consistently! I don't experience this in any other high street chains. Staff are the first point of contact a customer experiences of your brand, I refuse to shop in Zara now.”

Helpful Report

Posted 9 years ago

“Customer service at the Buchanan St. Glasgow. branch was appalling and disrespectful. This is one customer who will not be going back.”

Helpful Report

Posted 10 years ago

“I purchased a top from a London Zara shop, however on my return home I realised the top was unsuitable for the person I bought it for. I contacted Zara by email asking them if I could return the item by post for a refund as I do not live near a Zara store. This was the start of very lengthy ‘communication’ with this company that was one of the most infuriating, mind-numbing and soul destroying things I have ever wasted time doing, in fact at times I actually laughed in despair at some of their ridiculous, incomprehensible ‘replies’. Their first reply asked me to visit a store to discuss with a manager, this after me explaining I do not live near a store, hence the request for a postal return. This reply popped up numerous times throughout my communication, along with some replies just stating their web page address. It went on and on and on. There is a clear lack of English language skills by whatever creatures they employ to answer emails, and in the end I had to use one syllable words in short sentences to get my questions answered, and I am not exaggerating. The emails back and forth took over two months to eventually sort out, and I did eventually get a full refund, after they initially tried to refund me £10 less than the amount in question. Following this debacle, I put together a copy of the communication and sent it to the UK managing director – Inigo de Llano - asking for his comments. To date he has not bothered to give me the courtesy of a reply. The customer service of this company is appalling, and it does not deserve to continue trading.”

Helpful Report

Posted 10 years ago

“regular shopper of Zara, not anymore, totally ignorant and stuck up staff who make their own rules up as they go along, full of lies and arrogance, disgusting and appaling customer experience @ the Leicester Highcross store”

Helpful Report

Posted 10 years ago

“Zara uses this company called Hermes for deliveries which is totally crap. No intimation before delivering .It has been 9 days ,and have not received my parcel yet. There is no contact number of the courier services and you have to call zara for it and zara tells you that it takes them 24-48 hrs to get in touch with the parcel company ( in this age??). Tracking information is rubbish...will never order online again from zara...”

Helpful Report

Posted 10 years ago

Zara is rated 2.6 based on 999 reviews