Zara Reviews

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

2.6 Rating 992 Reviews

41 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 992 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 33%
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

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Location:

53-54 Long Acre
London
WC2E 9JR

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Anonymous

Anonymous // 01/01/2019

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“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.”

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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.”

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Posted 7 years ago

“Prompt Service”

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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.”

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Posted 7 years ago

“Nice design and good prices.”

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Posted 7 years ago

“Amazing clothes and customer service:)”

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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.”

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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””

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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!”

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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 ....”

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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.....”

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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.”

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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”

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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”

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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!”

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Posted 7 years ago

“Up to date fashion pieces. Their costume jewelery is so on trend a absoloute must have for any fastionista.”

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Posted 7 years ago

“Love the layout of the website, free next day home delivery if spending over £70, love the designs, affordable fashion.”

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Posted 7 years ago

“Love their clothes good qualityand prices are good”

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Posted 7 years ago

“Quick service”

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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.”

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Posted 7 years ago

Zara is rated 2.6 based on 992 reviews