Zara Reviews

Name: Zara
Address: 53-54 Long Acre, London
Rating: 2.63

2.6 Rating 943 Reviews

41 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 943 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 27%
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 // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible customer service.”

Helpful Report

Posted 4 months ago

“Got to the front of a long queue with a dress ticket price ,,£29.99 only to be told the price was another £6+ more ,the manager refused to honour the ticket price . It left a bad taste so won't be returning”

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Posted 4 months ago

“I went on bkack friday evrething with pink dot supposed to be 40% off… but it was not and people wad not aware of that until you pay. They are liyng to people.”

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Posted 5 months ago

“Ordered a jacket that was apparently out of stock. For a month I was advised to wait 24/48 hrs. Currently trying to get my refund with no luck. Having to contact my bank for a charge back. Extremely poor service with generic answers from the Web chat from the advisors who aren't particularly interested in helping.”

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Posted 5 months ago

“First time online shopping and perfume gift sent damaged. Spoke to online chat which was a complete waste of time. Poor first time shopping experience and the last. Zara make it too much hard work for the customer after sending out damaged items.”

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Posted 5 months ago

“Every time I buy something at white rose, leeds branh of Zara I I am kept waiting at the tills when it comes to paying. There is always a queue and only one person on the tills while there are other numerous members of staff wandering around putting clothes away. One of the customers in the queue behind me actually put her things back on the rack and left. It seems the customers do not come first in this branch”

Helpful Report

Posted 5 months ago

“Absolutely dreadful experience with zara customer service on watts app, as you cannot phone them anymore, had a faulty gift card that showed value on till but could not be processed in the shop. Contacted customer service over three weeks hours on the app to arrange replacements e-card to find out there was a technical fault it could not be done, I had to go into the shop and speak to the manager and get customer service on the phone to find this out. Then waiting for a refund to be processed first told 3 to 5 working days didn’t happen then told 10 to 14 working days still waiting. The WhatsApp is a robotic type service where a new customer service advisor picks up on chats and you have to keep on starting all over again, truly the worst customer service I have ever experienced be warned !”

Helpful Report

Posted 6 months ago

“After being really excited about my new post at work ,I decided to order a HIGH-WAISTED PANTS ( 45.90) form ZARA.it was shipped quickly I live in the Caribbean so the address used was a US warehouse . I finally got my 45.90 item only to be disappointed . My order was the wrong item . I got a size 4 small , the item I ordered was a large . I emailed , got no response . I called only to be told to return the item at a cost , it is no fault of theirs. Returning the item and clearing it again is a cost to me . I am really disappointed that my first order was not the right one. Item # ordered:Color: Black | 2162/888. Item I received :MARINE STRAIGHT HIGH RISE JEANS ( 1934/246)”

Helpful Report

Posted 7 months ago

“Bought three trousers in different colours in size L from White City store as a gift for a family member. One of them although labelled size L, was too small. So, I checked the inside label, turns out it was an XS, mislabelled as L. Being a gift and having no physical fault at the time of purchase, I did not keep the receipt. Took it back three weeks later to the same store, where the cashier serving me was not trained to resolve the issue and asked the cashier next to her for help. The cashier next to her started interrogating me whilst serving another customer. He was not even paying attention to me explaining the problem and kept snapping ''What do you mean?!, It is not mislabelled, we cannot do anything!'' even though I showed him the inside label which clearly had XS on it. He kept snapping at me and made me repeat myself multiple times until he understood and called a manager and the manager completely ignored my complain about her rue staff and blatantly let the cashier talk over me and snap at me and at the end she refused to offer a resolution and directed me towards customer services. Spend 1h explaining the same issue to customer services over chat and they took all the details. One day later received an email stating, they were unable to locate the receipt. Surely selling a mislabelled product is illegal. It is also illegal to decline resolution for it. Never shopping in Zara White City again.”

Helpful Report

Posted 7 months ago

“Zara clothing is great quality and priced well. Their return policy is very fair and when you have a problem there are live people to assist you. I think considering cost, style and customer service Zara is an excellent vendor.”

Helpful Report

Posted 7 months ago

“Appalling policy and customer service !!! Would have given 0 stars if could Submitted a return request within thirty working days of delivery,as the goods did not fit despite ordering my size ! So Zara s inconsistent sizing strikes again.during that latter I had been on holiday which I explained to Zara and have a full-time job with two children after several days if trying to return online I contacted Zara who told me rudely that their decision was not accepting return as outside the 30 days - explained the above and that the drop off point is only open weekdays , also explained their policy not clear as DOES not stipulate whether it's working days or not . I suspect on other occasions they allow returns but still said No as my reason wasn't good enough . DO NOT buy online with Zara they have poor customer services policy and clearly have an opinion that they are such a big company that losing one customer is not of any consequence to them .I am now stuck with a crappy poorly made jumpsuit that would just about fit a 14 year old stuck thin teenage girl ( despite being labelled large ) Will be sticking with retailers that actually believe each customer is of value - poor poor customer service”

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Posted 7 months ago

“Zara stuurt gedragen jurken, jurken met vlekken op!!! Daar bestel ik nooit niets meer!!!!”

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Posted 7 months ago

“I was on vacation and visited a Zaza at the Ala Moana Mall in Honolulu. I purchased a shirt and dress, because they did not have dress size on store the sales lady said we can order both items and send to your home address. We'll that was Aug 19,23. I got emails from Zara letting me know my order was processed and a couple days after my order was ready for pick up in store. I called Zaza and informed them that was not supposed to be in store pickup but delivered to my home. I had them cancel order and refund my money because the items are no longer available. Why l have been calling and fighting with Zara for my refund every since. Every time I call a different give me a different story. I just want my money back. I will never order anything from them any, PLEASE WHO EVER READ THIS. BEWARE YOU WILL HAVE TO FIGHT Zara for a refund. It is not worth the troubles. I won't stop I want my MONEY!!! Margaret”

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Posted 7 months ago

“From my personal experience, I have found Zara to be an absolute disgrace to retail. Their customer service is run via Whatsap to a robot. They sent me the wrong items, refuse to rectify this error so I took all 4 items to store for refund and only been issued refund for one out of four items. I has now taken them almost 2 weeks and they still have not issued the correct refund and this is with me asking them repeatedly for an update. Each time they ask that "my case" needs to be escalated, even though it clearly is a mistake their end, very clearly demonstrated via their emails: returned 4 items. refunded for one. Easy enough to correct instantly. Yet Zara have now take nearly 2 weeks and are still thinking about it. I am NEVER using them again.”

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Posted 7 months ago

“Returns are not handled properly and without any reason they declined a part of the order. Tried to handle this with their customer service but are saying they can not help me and just blocked the chat conversation.”

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Posted 8 months ago

“Zara's customer service is an absolute joke! They do not care about their customers. No cases are being resolved by them. They keep on saying " sorry for inconvenience", however they do NOTHING to resolve an issue. If there was a choice of Zero stars - I would give them that much only.”

Helpful Report

Posted 8 months ago

“I ordered online a pair of shoes for a… I ordered online a pair of shoes for a child’s birthday on 28th May. Received order confirmation and delivery date via email and payment by Mastercard was taken immediately. DHL also confirmed the order and subsequently delivery at Westfield Zara branch with the name and time of collection. Zara didn’t confirm delivery. Went to Westfield next day to collect but the branch confirmed that there was no delivery of that item despite showing name and time of person collected. Asked me to wait till Zara confirms. Zara never confirmed and the child’s birthday was next day. Contacted Zara through chat line as there is no more phone contact with Zara. I was told that Zara cancelled the order due to item not in stock. This was not only informed to me but also Zara (and also dhl) misled me and taken payment quickly. I was told the payment will be refunded. Until to date, I haven’t received any refund despite numerous chat line contacts. At one point, the chat line said that I cancelled the order and the item is now available and has been at the Westfield branch. Went to the branch again to find out that the item was not there and the branch told me that there were many complaints like this and Zara online is in a messy situation. I still have not got the refund of £27.99. This is not the time for Zara to rip off people when they struggling to survive due to inflation.”

Helpful Report

Posted 9 months ago

“What has happened to Zara? Queues at changing rooms and tills in 3 central London stores (near Bond Street, Oxford Street, High Street Kensington) I visited today Wednesday and yesterday Tuesday. Stores not overly busy. Staff seem to be on a go slow and don't seem overly happy. They don't care about customer service. They wouldnt give a credit note for an expired £50 voucher that I found in my home today. I misplaced it a year ago. I've shipped at Zara and Zara home for many years but don't think I'll shop there again.”

Helpful Report

Posted 9 months ago

“Does anybody check any reviews from Zara ????seems rather not.Looks like nobody cares .I am looking for a website where Zara actually replied back to any comments. I can only speak for Zara Etele plaza in Hungary not for every Zara shop but judgeing by the number of replies nobody cares from Zara.”

Helpful Report

Posted 9 months ago

“I returned a shirt and they denied that had received it and charged me the full price. Their phone lines don't work. Nobody answers on Messenger. The chat is hopeless, they cut you off and tell you it's all sorted when it isn't. Rapidly becoming a scam company. AVOID.”

Helpful Report

Posted 11 months ago

Zara is rated 2.6 based on 943 reviews