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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“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

“I loved the coat I bought as it fit nicely and was a lovely colour but unfortunately their attitude at the till is really poor they don't seem to care how long you are standing queuing”

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

“I placed an order online and its been more than a week and I still have not received my order yet! Everytime I call them , they advise me it has been shipped and we will investigate further. Although every time I call them, they promise to call me back with an update, not a single time they have called back. Worst customer service ever! Requested a refund , still have not received it yet. This was the first time I placed an order online with Zara and was the worst experience ever.”

Helpful Report

Posted 8 years ago

“A few month ago I bought a white and green shirt for my baby,after first wash it looked like a very old rough shirt,white shirt became like pale white shirt,samething happened with my husband white shirt,again I bought a blue trouser from zara last month,after first wash it looked like an old rough trouser,it a very bad experience for me ,quality is going down day by day,I always used to say that zara is vey good,but material and quality going down day by day.”

Helpful Report

Posted 8 years ago

“One of the rudest customer service I've ever encountered at 460 Oxford Street branch, their employees are lazy and unprofessional. Get yourself another job if you hate working there!”

Helpful Report

Posted 8 years ago

“Of all the high street brands shops, Zara have the absolute worst customer service. The strange thing is it doesn't matter what city you are in, the staff are usually rude. The only one where only one member of the staff was genuinely helpful was zara victoria london. But apart from this one lady, every single zara store I go to whether liverpool, or london or brighton, I could not receive a more abysmal customer service, just rude unnecessarily. It is almost as if rudeness is a prerequisite of being employed there. Furthermore, they don't pick up the phones. I tried several different stores to find out if an item is in stock and not one of the stores picked up the darn phone and it did not matter what time of the day I called. Just poor. It is unfortunate as they do sell nice pieces but this can put me off a store”

Helpful Report

Posted 8 years ago

“If i could give this store a minus it would be very generous. Found gift vouchers which had been attached to an unused present. They had expired, when i phoned Zara explaining the situation i was basically told too bad. These voucher were for a considerable amount. Not worth shopping in a store that steals from customers”

Helpful Report

Posted 8 years ago

“Constantly no answer of store telephones to check for a jacket I require . Trying all day three different stores all not answering..”

Helpful Report

Posted 8 years ago

“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

“Don't buy clothes from Zara as gifts unless you're 100% certain they'll be right !! Zara will not exchange anything unless you have the receipt. My daughter bought me a shirt which was a little too small. I tried to exchange for a larger size but the staff were totally unhelpful and, in effect, said "Go away". The shirt was perfect, unworn and still had all labels in place. My daughter no longer had the receipt so I had to throw away a perfectly good shirt. APPALLING !!”

Helpful Report

Posted 8 years ago

“My grandaughter has just got into brands and loved her Zara duffel coat. It was packaged beautifully but the coat was very poor quality. The fabric was low grade with little warmth and not even a hook to hang up. If you want to remain a top brand you need to look at quality”

Helpful Report

Posted 8 years ago

“My daughter went to her local Zara store today to spend her £100 voucher she was given for Christmas. We were told she could not redeem her voucher because the Wifi was down and it would be New Year before it was up again. We were told that the store could not 'hold' the items for her. She had chosen sale items and didn't want to lose out on them. We were told that we could purchase them on debit or credit card, not wear them, keep the labels on, make a return trip to Zara in a few days, get a refund for the items and then immediately buy them back on the voucher!!! We were told we could not redeem cash against the voucher. How disappointing for my daughter who had a special trip out to use her voucher - the experience was ruined and she can't wear any of the clothes until this is resolved in the New Year. I am writing to the Manager of the store and the the Customer Service Manager of Zara to understand what part of this process offers the customer any kind of 'service'. Basically, we have been and will again be completely inconvenienced. Very, very disappointed.”

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 8 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 8 years ago

Zara is rated 2.6 based on 992 reviews