Zara Reviews

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

2.6 Rating 1,005 Reviews

40 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 1,005 reviews

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

Visit Website

Location:

53-54 Long Acre
London
WC2E 9JR

Write Your review

Tell us how Zara made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ave great service”

Helpful Report

Posted 8 years ago

“I purchased 8 items from Zara on online and I only received 6 items on Saturday 1 July 2017. I telephoned the same day as there were two jackets. They asked me if the weight was on the packaging which it wasn't. I've never had anything missing before. The customer service is poor. They do not have an email address to make a formal complaint. You are not able to go beyond the first person you speak to. I rang on more than four occasions and they say that there isn't a manager or supervisor to speak to and that the warehouse said that the items were packed. They said that they would respond within 48 hours and they responded on the 7 July 2018 at 12.47 stating that the items were packed. I've never had anything missing before and I've placed a lot of orders from Zara. The staff are completely rude and disrespectful. I want my £80.00 back. My order is 367042908. I'm also writing to BBC Watchdog as I think this is not the first time this has happened.”

Helpful Report

Posted 8 years ago

“Hi I ordered £400 worth of clothes and it's the first time I have shopped at Zara and the last was not sure about sizing so ordered some items a size up.I never received two items of clothing when I phoned they said they would investigate and get back in touch with me which they never did I had to phone up and was told the warehouse said everything was sent out? As I work in retail my self I'm sure they must be evidence who picked the items and how many was picked on my order....not happy big mistake shopping here,I do not have no complaints about the quality of clothing just they way the who situation was dealt with”

Helpful Report

Posted 8 years ago

“Went Telford sale jacket in sale two identical but charged full price told they made an error but they refused to honour price even though jkt was priced at 39.99 with huge graphic over it on a shelf saying that price . Queued 15 mins 3 tills only 2 tills open a joke in a sale on a Saturday 2 customers walked out queue left shop Spoke manager she was just going remove jacket back fullptice clearly unaware misleading price law to customers I advised was she withdrawing from sale Disgusting service left with purchase sent email to complain to them of google zara website to get email back say email address no longer works Should you not update Google shameful called Zara Monday no one called me back called Tues but never gave me impression they cared best part story is jacket sold at 59.99 underneath that label stuck on top tag is a different price of 49.99 Looks like pricing needs be addressed This weekend returning jacket shopped there years but never again as your error cost me an extra £20 but let's be honest I can buy navy blazer of many retailers so refund I will be getting & you can keep your jacket & misleading prices & sale Good luck future customers like me you loose Recommend you open tills not sure if you achieved budget but 3 tills should be open with queue of 15 minutes at 2pm on a sale Saturday Retailing at its best absolute joke glad you can afford customers leave not purchase like said good luck future”

Helpful Report

Posted 8 years ago

“I am returning home from a visit to your Guildford store . It is the first time I've taken anything back . The experience was appauling . I was asked if I knew how to undo the cord so I could remove the price tags and wear the top and trousers ! I said why would anyone do that especially since the items have cardboard size identification fastened to the jeans and top . She asked again .. ! What a bad customer representative for Zara so unprofessional ! I told the girl what she was impliying was quite deplorable . If this girl deals with customers like this on a daily basis which she said she says it to everyone you will get your store a bad reputation . I have run my own business for 16 years a limited company and in my retail shopping experiences never been treated like this . I felt near to tears and embarrassed .”

Helpful Report

Posted 8 years ago

“Item returned in original state with tags in-no receipt no exchange allowed-archaic & poor customer service.”

Helpful Report

Posted 8 years ago

“Appaling customer service rude staff , been working in retail for 15 years and doing mystery shopping and gave never come access such rude staff ! The clothes sell themselves it's obviously not the staff helping the customers . 3 occasions went into the Chester store with a new full wardrobe in mind but because of the rude staff I walked out! Would never go in there again. Staff were all foreign as when I asked 3 different staff 3 different questions they looked at me like stupid ! I asked how the sizing was , what length the trousers are as standard and if you had changing rooms ! I would think the were not hard questions ??? Sort out your staff with customer service training asap”

Helpful Report

Posted 8 years ago

“TO GET EMPLOYED AT THIS STORE , YOU MUST BE DUMB AND RUDE. WORST CUSTOMER SERVICES EVER AVOID AVOID AVOID”

Helpful Report

Posted 8 years ago

“Terrible customer service , and bad quality clothing. Disgusted”

Helpful Report

Posted 8 years ago

“Badly made clothes, ridiculously skimpy sizing, absolutely abysmal online returns. They couldn't care less. Avoid.”

Helpful Report

Posted 8 years ago

“the staff are just unhelpful. yesterday they opened a third till when the queue got to about 15 long. however, when it had got down to about 10 long one of the people went back to working on the floor slowing down customer service - and even when this was pointed out they just stare at you. the paying process takes too long - the staff have to re-tag and re-hang returned items one by one regardless of the length of the queue. they have to sort this out - customer service should be a priority”

Helpful Report

Posted 8 years ago

“They were so rude! I was picking up an order and they shouted "stand to the side" and after showing them various ID's they refused to let me collect my order, Poor customer service and no manners!!!”

Helpful Report

Posted 8 years ago

“When I was browsing for top online and I like a particular style top, I decided to try it out before making the purchase. I spoke to one the zara staff member at Milton Keynes location and she mentioned to me that the item is in basement but no one would be able get it for me for next one and half hour. I felt staff members are not interested in helping the customer. The second issue - I was trying out some dresses and I was need help with getting next size since item was bit small and non staff members were available at the fitting rooms. I was disappointed with the service, I decided to go Topshop instead. I hope manager address the issues with their staff members to improve the service. Customer satisfaction is very important”

Helpful Report

Posted 8 years ago

“Items delivered to wrong address. By the time I received them the returns window had passed. Zara would not allow me to return any items.”

Helpful Report

Posted 8 years ago

“Staff have no customer awareness, they are also unapproachable and unhelpful. Tills are always understaffed. Returns are only authorised by a supervisor or manager even when presented with a receipt and labels attached to the garment. The website is clunky and takes far too long to load.Not a great business model.”

Helpful Report

Posted 8 years ago

“Consistently bad customer service. Staff have a really bad attitude when asking about items. In one case, I had rang the store to put an item on hold - the staff member promised over the phone that the item would be remain on hold for the next 24 hours. Travelled 1 hour to the store to find out that they didn't put it on hold cause it's a "sale" item - another staff member persisted to argue that the item is never allowed to be on hold when on sale (should not have been made my problem cause that's not what I was told in the first place). Couldn't find my item on the shop floor in the end! On another occasion, tried ringing a store repeatedly for half an hour to enquire about an item. When they finally picked up the phone, and in the middle of me making my query, she actually hung up the phone on me. I tried ringing again and they refused to pick up the phone. Tried ringing again 10min later and they picked up and hung up the phone instantaneously. Horrid service through and through!”

Helpful Report

Posted 8 years ago

“BEWARE: Do not purchase online items, unless you are 110% sure it/they will fit. The return policy is horrendous. I purchased a pair of shoes, half size too big. I did not step 2 feet in these shoes, still in original packaging, tags on, and I have the receipt. Zara will not even so much as exchange them for a half size smaller, because it has been over their 30 day policy. I will never do business with this retailer again. They must have so much business... that they do not care about losing one person.”

Helpful Report

Posted 8 years ago

“There's a common thread when shopping at Zara and that's the poor customer service. Bought some clothes online with a gift card I received for Christmas. I was not at all impressed with the quality when they arrived and tried to return them only to be greeted by 'sass' from the cashier at the desk who was adamant I couldn't bring items from online in store without my original gift card. When I offered a solution - that they add them to another gift card as if I'd bought them in store and didn't have a receipt. After much back and for of 'this isn't possible' I refused to move on so he eventually did it, with MANY 'as a gesture of goodwill'a added on. On another instance I was in store on my lunch hour, saw a top and bought it without trying it on. Got home, didn't like it on so a few days later went back to return it. The girl inspected every inch of the top, (which was neatly folded and placed in the original bag) and asked if I'd worn it. I said 'no', she kept looking and looking, asked if I was sure, I said '100%. She called the manager who came and said it was stained under the arms which was not possible!! I explained the tags were still on the garment, which she replied 'tags can be removed (?!?!?!?) In a bit to embarrass me in front of the huge queue I think they were hoping I would leave, but I didn't and eventually the accepted the (perfect condition) top. No apology just sneers amongst themselves. HOW IS THIS ANY WAY TO TREAT CUSTOMERS?!? Definitely boycotting and spreading the word!!!”

Helpful Report

Posted 8 years ago

“Few days ago I went in to Zara in Guildford surrey .when entering the alarm went off and the security guard check my bags once checked and seen all my receipts he allowed Me to enter.during my hole time in zara he followed me around. made me feel very uncomfortable. to when I spoke to the store manager she had nothing to say. so I walked out feeling harassed the same security guard stopped me to check my bags again and explained that this is procedure .I was disgusted with the service and will never be shopping in ZARA again...”

Helpful Report

Posted 8 years ago

“Customers are not allowed to buy! How rude of them to try! I saw the suit I wanted to buy just inside Zara's window in Highcross, shopping centre in Leicester - and went in to buy it. To my horror, they would not let me try on the only jacket, which matched the skirt, in my size, because it was on their mannequin. They would not take it off the mannequin, even though they had other larger sizes on hangers to put straight on the display immediately, several in a larger size, in fact. A child could have switched the jacket over in less than a minute....but no. They didn't want to do it. Against company policy, they said. I had to leave the shop because they would not let me buy it, because it meant putting a different size of jacket on the mannequin - and that was too much trouble, and against the rules. They were happy for me to try on the skirt, but not the jacket. They were happy for me to buy the skirt, but not the jacket. I'd have to come back, when they had more of the jackets in stock, in my size, because hell would have to freeze over before the one in my size was coming off display! Hello? Which planet are we on? Okay, so Zara don't want their customers to buy their clothes. I didn't. I went somewhere else and bought a similar suit. My friend, who was with me, watched in horror. She won't be shopping in Zara either, in future.”

Helpful Report

Posted 8 years ago

Zara is rated 2.6 based on 1,005 reviews