Zara Reviews

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

2.6 Rating 989 Reviews

41 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 989 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 35%
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

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

“Unable to purchase xmas gifts no gift receipts available yet (today 10/11). Unable to return purchases after xmas. Did my Shopping in other shops.”

Helpful Report

Posted 7 years ago

“I ordered two jackets, one on Saturday came on Wednesday. Other I order on Monday still waiting and today is Thursday. Why Zara says that if you order something and will come next day. First time I used Zara's delivery and I think is last time. Horrible customer service.”

Helpful Report

Posted 7 years ago

“Placed an order o line on 28th October for store delivery. 10 days later no delivery, no answers, no help. Told I have to wait another 48 hours while they look in to it. Tried to cancel told no. Asked who to complain to, guess what no help.”

Helpful Report

Posted 7 years ago

“Son bought £80 of clothes and can not find receipt but just want to exchange for larger size and refused- student- and now has £80 of worthless clothes- Brighton store. Never shop there again”

Helpful Report

Posted 7 years ago

“It’s ashame with Zara because the product is lovely but the customer service is absolutely disgusting!!!! My local branch is Milton Keynes and after waiting in the longest queue ever you finally get served by the most miserable sales assistants ever who would crack if smile !!! No one is around on the shop floor to help as I’ve asked questions before and they couldn’t give me an answer !!!! Forget shopping in store I will now go online !!!! Horrendous place”

Helpful Report

Posted 7 years ago

“3 failed deliveries even though I was home for the first 'attempt', then the package hasn't made it back to the warehouse. Yet Zara are withholding my refund of over £300.”

Helpful Report

Posted 7 years ago

“very rude staff at highcross Leicester”

Helpful Report

Posted 7 years ago

“I made an order with next day delivery. I received three emails telling me that the parcel was on its away, stating certain time periods it would arrive. It then didn't arrive in any of the stated timings. I then looked at the tracker and it said delivery was attempted at 20.24hrs which had not occurred at all as I had been home. I have spoken to customer services three times and they keep telling me they will give me a delivery time but so far nothing. It is now two days later and I have received nothing.”

Helpful Report

Posted 7 years ago

“Staff are not very friendly on the shop floor and pass you to another member of staff rather than deal with you. At the tills some don't even make eye contact when they serve you. Not polite or very good customer service at all!”

Helpful Report

Posted 7 years ago

“Zara (just about every Zara I have ever shopped in), has the worst customer service on the high street. They obviously invest nothing in customer service when they hire people, as they don't see it as a priority. It's such a shame because the clothing is so nice, but I literally feel angry every time I leave one of their shops!”

Helpful Report

Posted 7 years ago

“I asked to try on a suite they couldn't find my size but asked me to pay for the suite and then they would order it in my size the lady was rude in her manner I asked why do I have to pay for something I cannot see or try on ive never experienced this before no explanation could be given apart from when it comes if u don't like it or still don't fit then u can have a refund so u want my money for a week collect the interest in the hope that it's suitable and it looks right. Day light robbery rubbish customer care and very bad business will no longer shop at zara”

Helpful Report

Posted 7 years ago

“The customer service team are disgustingly rude and unhelpful and to be honest I have never spoken to anyone there who does not come across as extremely ignorant.”

Helpful Report

Posted 7 years ago

“I placed an order since 9th for a next day delivery.up until now have not received it.i tried tracking the items via Hermes was told delivery was given to a wrong o emails address to contact Zara except via Facebook messenger which I did all I keep getting is a stupid apology.after so many attempts to get through to someone on the fone for almost an hour.and the money has been deducted from my account...zara is so horrible both online and in store especially lakeside...”

Helpful Report

Posted 7 years ago

“I paid for an item online 4 weeks ago, it has never arrived, I have phoned numerous times, sent a royal mail letter of complaint, still not resolved. Disgusting service”

Helpful Report

Posted 7 years ago

“The customer service at every London store I have been at has been a complete an utter disgrace and the basic training in 5* customer service desperately needs to be implemented. The Oxford street store is in particularly the worst with the Irish manager being so unfriendly and rude really not what I expected from Zara. The staff are miserable, unfriendly and some the rudest people I have ever met. Zara also doesn't seem to inform you when your order is no longer available to collect in store. You receive no email and no refund no matter how much you chase. Really disappointed in the store and will definitely no longer shop there!!”

Helpful Report

Posted 7 years ago

“Have been to a few shops now. Swansea, Oxford Street, Southampton, White City and not one of them provided a half decent customer service. Not one member of staff at the till bothered to greet me and they continued to talk amongst themselves whilst serving. They have all been miserable and unhelpful. They refund policy is farcical changing from place to place. I love the clothes and will always buy off line now. Not worth the effort in store.”

Helpful Report

Posted 7 years ago

“FOR EVERYBODY THAT SAYS THAT THE CUSTOMER SERVICE IN ZARA IS HORRIBLE IS NOT THE SALES ASS FAULT IS MANAGERS EHO DONT CARE AT ALL IF THEY DONT HAVE COVER FOR THE FLOOR AND YHEY PUT 1 PERSON TO DO IT ALL SPECIALLY ZARA SOHO AS THE WORST MANAGMENT THATS WHY THE EMPLOYEES ARE TIRED STRESSED AND DONT GICE CUSTOMER SERVICE@!@!”

Helpful Report

Posted 7 years ago

“""Zara, particularly Zara in Lakeside has THE WORST customer service i have ever encountered!! The sales assistants are literally so stupid, but not on are they all incompetent, the managers are no better. I went there today and asked for an EXCHANGE, and they pressed a refund, and told me that the only way they could sell me the item would be that i would have to buy the whole thing back! How is that fair? i complained, of course, but the manager was so unhelpful and uninterested, and did not even make the attempt to give me any incentive for my inconvenience at their stupidity!! Cannot stand his shop anymore, will defiantly not be buying from Zara again. After being a loyal customer for a good 8-9 years, they have failed way to many times at providing good customer service, that i would not be able to justify any further purchases with them. Furthermore, I've noticed that they do not even have an email option on their Contact us page on their websites- how coincidental! I'm pretty sure they are used to complaints!!! Disgraceful, i urge you all not to shop here!!!”

Helpful Report

Posted 7 years ago

“Disappointed. ....had remained loyal to this company for years until I found out today what a strict refund policy it holds......no credit note/ gift voucher or any form of discretion no matter the circumstances.....thought it may be useful for potential customers to be aware of this.....I only wish I had known. Easy way to lose decent custom sadly.....I will definitely take my custom elsewhere! Only bonus if there is one...a polite no we won't reconsider.”

Helpful Report

Posted 7 years ago

“Shocking customer service by The Reading, Oracle Managers. I shop in Zara often and went in one day to exchange something unworn I had bought online. I was told very rudely that this was not possible, even with the receipt as the website is different. the manager then walked off! I looked at my online receipt to say that indeed you can exchange or receive refunds via the store with a receipt, which I had. I went in again (after a long journey as this is not a store near me, but the nearest) and the next manager told me, ok I could only exchange for the same item in a different size!!! surely this cannot be right? so I opted for a refund. I wanted to exchange for alternative items. Zara has now lost the £49.00 I would have spent with them again due to exceptionally rude managers. will never shop at The Reading store again. this was the 25th of August and again on the 30th August. Just not good enough.”

Helpful Report

Posted 7 years ago

Zara is rated 2.6 based on 989 reviews