Name: Zara
Address: 53-54 Long Acre, London
Rating: 2.61

“First experience ordering from Zara. I will never order from this company again - the customer service is the worst I have ever experienced. Online chat discourteous and a waste of time, impossible to get through to anyone in Customer Services and it is impossible to submit a complaint. Just awful.”

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Posted 5 years ago

“Worst service ever . Never buy from this shop again. So disappointed, got damaged item no response while trying to contact them. Never recommend this awful shop”

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Posted 5 years ago

“Ordered perfume 14 April 2020 which arrived in good time, however the problem was that one bottle was leaking perfume all over the Inside of the parcel and so I returned the lot. All within the 30 days return policy. All good-or so I thought-...I had a message 2 days ago to contact customer services regarding my order so I tried. Online chat assistant ‘disappeared’ followed shortly by the whole chat. WhatsApp not much better but they told me they were refusing my return-no reason given just that apparently it was refused and I would receive it back. I refused and said I wanted my money back as the delivery was faulty. I was told if I had any more questions to contact...you guessed it...costumer services. They seem to be fairly non existent when you do actually need them. As I paid via PayPal I opened a case but I’m not overly hopeful about being refunded sadly. I would avoid ordering online from this company (Zara uk) based on my own experience.”

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Posted 5 years ago

“I placed an order of 17 items on the 26 March 2020 and I only received the order today 14 May 2020, I understand its due to the current lockdown. I opened the box and realized there are 3 ITEMS MISSING. I tried contacting the stores in South Africa they have no knowledge about online orders. I tried the live chat but as soon as you don't type you lose the whole chat and it says its due to inactivity. Their online customer service is bad bad bad. They said they'll come back to me in the next 24-48 hours. I am really disappointed with the service from ZARA.”

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Posted 5 years ago

“I ordered a pair of mom jeans from them. It took them ALMOST A MONTH for them to deliver it (way past the day they were meant to deliver it) with no apology email or warning . And when it came the zip was ALREADY BROKEN (some of the teeth of the zip were actually missing) and the stitching was poor quality and messy in the crotch area. It looks as though they’ve just given me somebody else’s return because they ran out of stock! Could they have not checked it before sending it to me?! Poor quality. Poor customer service.”

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Posted 5 years ago

“The customer service is the worst I've ever dealt with I have spent so many hours trying to get in touch with them. ITS A JOKE!!! I have emailed them 2 times, messaged them 3 times and they haven't got back to me when I have just ordered a £50 e-voucher that says has been delivered into my account but it hasn't. I do not recommend buying an e-voucher as they are terrible at helping you with any problems you have”

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Posted 5 years ago

“Ordered $200 worth of goods, waited 3 weeks for shipping, contacted them and they told me they opened a case to locate it. After waiting 5 days to here back the same useless 'wait 24 hours, we will contact you', I ended up driving to 3 Fedex locations myself across the county to locate my package, only to find out it got lost. Combination of terrible service from Zara and Fed-Ex combined. Losing my package has nothing to do with coronavirus, its a wonderful collaboration between Zara and Fed-Ex of disorganisation and idiocy. Love their clothing but could have freaking sewn my own with the time I wasted speaking on the phone to customer service.”

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Posted 5 years ago

“I have ordered an item online and a link for tracking the shipment was sent to me. My shipment is now almost two weeks overdue and Zara is not responding either my emails or chats. Although they claim on their website that they're available for chat, I ended up wasting minutes after minutes trying to wait until I get a response. To make matters worse, the tracking link that they sent is invalid and not known by the courier. This is unprofessional if not theft!”

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Posted 5 years ago

“I spent a fortune with them on 4 April still waiting cant find a phone no, live chat no point far from live.VERY disaponting”

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Posted 5 years ago

“I placed an order two days ago and the they said it would be delivered on Tuesday! I received an order update to say it has been delivered but nothing has arrived!! I tried to contact Zara and I have no heard back from them! They keep shutting down the virtual chat when I try to contact them. I urge you not to order from here.”

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Posted 5 years ago

“ARROGANT AND CONDESCENDING. I ordered a dress on 3rd of April. Estimated delivery time was 22nd which makes sense these days, that’s okay. When on the 21st the status of my order still said in preparation I contact the chat. They said there was a delay with the courrier. So it is shipped I asked but they didn’t bother to reply anymore. On the 27th i receive an email that they “managed to successfully cancel my order”. WHOT ?! On the chat i asked why they cancelled. Something went wrong in the ordering process but “i am welcome to place an order again” ?!?!?!?? In the mean time the dress was sold out and I wouldn’t dream of ordering again with a company that is so arrogant towards its customers. I complained on facebook and via mail, i received an answer saying the order eventually was cancelled and hoped that with this information they have provided me with an answer. I could always place the order again. First time to try Zara and will never do it again.”

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Posted 5 years ago

“The customer service at Zara is by far the worst I have experienced. My parcel that was due on the 17th has still not arrived. I have contacted them 4 times to be told we will get back to you in 48hrs and absolutely nothing every time. Quick to take your money but service is none existent.”

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Posted 5 years ago

“AVOID AVOID AVOID AVOID AVOID! I wish I could put zero stars. This company has the worst delivery service and customer service I have ever had to deal with. I ordered for next day delivery to then be told that the delivery could not be made and it would be delivered the next day. I checked and Zara had put the address in slightly wrong and they said that I would have to wait 24-28 hours - fast forward a week and I am still waiting for my delivery. To make matters worse the delivery was split in two which means the second part was due for delivery yesterday (Wednesday) It was not delivered and they can't tell me when it will be delivered as yet again I have to wait 24-48 hours. Each time I have bene told to wait for 24-48 hours I do not receive an email with any confirmation and then I have to contact them again and then I am told to wait another 24-48 hours. When I asked them to put the proper delivery address in - I was told to wait 24-48 hours, this was a week ago and they emailed the courier service with the same address that was the incorrect one in the first place, it is only today I am told that it was wrong and they have no emailed the right one and that I will AGAIN have to wait 24-48 hours. The customer service team are rude and don't give you any details are tell you what is going on. They then exit the chat when they can not be bothered to talk to you anymore. I am appalled and disgusted by the sheer rudeness of the customer service team and how Zara operate. I have always been a big fan of Zara and often shop there - this is my first time with delivery and it will be my last. I understand that with the current situation that deliveries are delayed sometimes but Zara have had a problem with their deliveries before this even started - when you look back at the reviews. I contacted Zara again with a complaint - over chat as there isn't even a way to put a complaint in on a form to make sure your complaint is received and AGAIN was told to wait 24-48 hours. So here is where I am at a week later - no idea where my orders are, no one knows and no one is telling me anything apart from that I should wait 24-48 hours every other day. I have spend £230 on clothes for my children and nothing. I will be seeking financial compensation and will be sure to tell friends and family to never shop with Zara again. AVOID AVOID AVOID!”

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Posted 5 years ago

“AVOID AVOID AVOID AVOID AVOID! I wish I could put zero stars. This company has the worst delivery service and customer service I have ever had to deal with. I ordered for next day delivery to then be told that the delivery could not be made and it would be delivered the next day. I checked and Zara had put the address in slightly wrong and they said that I would have to wait 24-28 hours - fast forward a week and I am still waiting for my delivery. To make matters worse the delivery was split in two which means the second part was due for delivery yesterday (Wednesday) It was not delivered and they can't tell me when it will be delivered as yet again I have to wait 24-48 hours. Each time I have bene told to wait for 24-48 hours I do not receive an email with any confirmation and then I have to contact them again and then I am told to wait another 24-48 hours. When I asked them to put the proper delivery address in - I was told to wait 24-48 hours, this was a week ago and they emailed the courier service with the same address that was the incorrect one in the first place, it is only today I am told that it was wrong and they have no emailed the right one and that I will AGAIN have to wait 24-48 hours. The customer service team are rude and don't give you any details are tell you what is going on. They then exit the chat when they can not be bothered to talk to you anymore. I am appalled and disgusted by the sheer rudeness of the customer service team and how Zara operate. I have always been a big fan of Zara and often shop there - this is my first time with delivery and it will be my last. I understand that with the current situation that deliveries are delayed sometimes but Zara have had a problem with their deliveries before this even started - when you look back at the reviews. I contacted Zara again with a complaint - over chat as there isn't even a way to put a complaint in on a form to make sure your complaint is received and AGAIN was told to wait 24-48 hours. So here is where I am at a week later - no idea where my orders are, no one knows and no one is telling me anything apart from that I should wait 24-48 hours every other day. I have spend £230 on clothes for my children and nothing. I will be seeking financial compensation and will be sure to tell friends and family to never shop with Zara again. AVOID AVOID AVOID!”

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Posted 5 years ago

“Very poor quality product which ripped within 2 weeks. Customer service were contacted 1 month after purchase. Declined to refund or replace”

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Posted 5 years ago

“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.”

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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.”

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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”

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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.”

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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!!”

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Posted 5 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 30%
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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