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

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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

“Your WhatsApp customer care is the worst in the world - so inept, incapable and unhelpful. Your store in Westfield made an error with the sale of a dress and I've been communicating on WhatsApp for a week. I explained my complaint six times and given my address seven times in the same thread. They assured me they'll resolve in 48hrs and closed the thread without resolving three times. The upshot is that, despite the store making the error, I need to make another two hour journey to Westfield, at my expense, to speak to the manager in person. Never heard anything so ridiculous and rude. They're alright as long as they're taking your money but absolutely useless once there is an issue.”

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Posted 2 years ago

“I got refused a refund on a jacket as it did not have the smell of the shop.!. It smelt different. Now stuck with jacket cant wear as sleeves about 4 inches to long. Never shop there again.”

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Posted 2 years ago

“Absolute disgusting customer service. Am surprised to note that I am not the only one complaining about items returned for refund but warehouse claiming not received. Still no action by Zara clothing. It’s all over the reviews forums. Called & chatted customer services several times but no positive response. No call backs , no managers actions, no proof of investigations if any. Am at loss of almost £100 because of this. Have been their customer for almost 15 years with no regard to loyalty. Zara needs to get investigated !!”

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Posted 2 years ago

“Very bad customer service. Rude & unfriendly employees. Fitting rooms are not open so you can’t try anything on. To check out takes more than half an hour to wait in line. I will never shop there again.”

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Posted 3 years ago

“ZARA is a horribly inept company that treats their customers badly.”

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Posted 3 years ago

“Chat 24/7 is a big lie, add 1-2 weeks to the estimation time.”

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Posted 3 years ago

“I really like Zara, but for the last 1.5 years the dressing rooms have not open in the Washington State stores. Every time I ask about this I am told that they don't have the staff to open up the rooms. I don't believe this because there are staff members walking around the store messing with clothing. If you would just open up the dressing rooms and have a person manage returning items to the floor, that would work better than not having the dressing rooms open. Every other store on the planet has their dressing rooms open but you, so staffing can't be the issue. Also, every item has a theft tag on it so things cannot be stolen without the store alarm ringing. I have bought much less during this time, but I am so upset because if I decide to try a few items, I am almost always returning something and have to go back to the store. I AM ONE FRUSTRATED CUSTOMER. I think it is time to shop elsewhere.”

Helpful Report

Posted 3 years ago

“Horrible customer service and no communication about when delivery is expected or tracking number sent via e-mail or text. Had to call them finally to try and get an update. To be told that I would be getting delivery today( that was this morning) only to get an e-mail that order is delayed until next week. No reason or explanation. I hate companies that don’t communicate. I’ve spent alot of money with this company in the past. Not sure I will shop here again. But I’m sure they don’t care. Customer service doesn’t seem to be high concern”

Helpful Report

Posted 3 years ago

“The Zara location at Fashion Place mall did not have any bags for customers purchases. They expected customers to carry armfuls of clothing purchased around the mall and through other stores. After getting a bag from another store the associate there said they’ve had customers commenting all week about this with Zara. Poor management of store and customer experience is suffering as a result.”

Helpful Report

Posted 3 years ago

“Terrible experience, received a coat as a present for daughter but it was too small, went to store to change size and they refused as had no receipt, i explained that it was a gift and i hadn't been given the gift receipt, i just wanted a different size, not a refund or different item but they still refused. I escalated this to the head office and was told the same. What a silly rule, i could understand if i was asking for refund or credit but just a size change. Ridiculous. I will not buy from here again and if purchasing a present BEWARE!!”

Helpful Report

Posted 3 years ago

“They don’t stand by their products. They have every excuse in the world not to give you a replacement item or a refund. By far, the worst customer service I’ve ever experienced. I’m now stuck with a pair of pants that can’t be worn!!! Don’t shop here!!!”

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Posted 3 years ago

“Poor management”

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Posted 3 years ago

“I ordered a shirt from them It looks like it has been worn out over and over the material was horrible. And they changed it when I receive the exchange it was even worse”

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Posted 3 years ago

“My son bought a jacket months ago. They left the hard security rag in the pocket. I tried taking it back but the said I needed a receipt. Unable to find. Called customer service still no help Manager at store rude and unhelpful. Would never buy anything from them as they are all assholes”

Helpful Report

Posted 3 years ago

“ZARA DISAPPOINTED ME !!!!! HORRIBLE EXPERIENCE. I never expected this from a worldwide known company - ZARA !!!!! I am so upset with the way Zara handled my issue. I ordered two items (bodysuits) online from their Zara app. I returned both the products the same day of delivery due to size and fitting issue. Both of the products got picked . 1)But I got refund of only one product. I was concerned with the other product refund. They didn’t even email me or connected with me to inform me about my refund. They were very careless !!!! I was the one who connected with them through chat , calls 2) but …..they said that they are giving an exemption “only to me” by returning one of the bodysuit. 3) They gave another reason that it’s a swimsuit so they can’t accept it back. Firstly, it is not a swimsuit. If the item was really a swimsuit then why did i get refund from my first item. And swimsuits do not have buttons on the private area to avoid any kind of malfunction. 4) They told me that I have no other choice than taking it back. But why should I take it back when I don’t want it in the first place !!!! All i wanted was my refund !!!!! No one can force you to take an item and pay for it . 5) They told me that the supervisor team decided this “only for me”. If it was really an exemption given only to me, then why didn’t I get any gift voucher / discount or anything else on such behalf ?! Why do I have to request for the refund. The refund should have initiated immediately the time I put the item on return. 6) They also told me to read the policy and then I read it !! Before ordering the item, there was a return on the product . But after talking to their team, I don’t know why they immediately put it on “no return”. 7) Their policy is also misleading as they have put only “bodysuits” under the accessories section which is not! 8) They were not even understanding enough. I have to forcefully keep this item with me now!!! And that too which doesn’t even fit me . Due to their lack of understanding and handling the client issue , i have to face this problem. I always bought from zara as I trusted them but after experiencing this, I don’t even want to shop again. I always recommended zara to my sister, cousins, friends , relatives but now I would tell them all about my experience. This was a huge disappointment !!!!! I don’t know why and what they did this specifically to me. They didn’t give me valid and practical reasons. My money went in vain after shopping Zara. I have no words left !!!!! Only disappointment. Zara is fast fashion and expensive and degraded quality after washing. Considering these , still i paid so much for such useless bodysuit which doesn't even fit. I paid from my pocket money for my birthday dress. Ruined my birthday mood !! What a waste of resources. Please please be careful , even if you’re shopping by from worldwide known brand. It doesn’t matter if they are a big company or not, what matters is their values and how they deal with their customers. This was my last shopping with Zara as I won’t shop from now. Also , they were very disrespectful with the way they returned the item. The product was not packaged respectfully. I am attaching pictures of the product which shows as if the product was thrown away to me. I am also attaching screenshots of the assistance chat, calls which shows their lack of professionalism. Update - Went to mall, Saket , Delhi , India. Manager Named Arun Shukla was unprofessional and made me wait for hours. I went there to after checking their availability on their site and there I got to know it was a glitch. This was a strategy to just attract customers. Waited for hours n hours to make then understand difference between return and exchange. Such misleading policies. My god and Such harassment by whole staff. Extremely poor and pathetic experience.”

Helpful Report

Posted 3 years ago

“Disgusting customer service. Overpriced products for the level of service and quality of product. Very unorganized and rude.”

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Posted 3 years ago

“Waiting for more then an hour to try something. The line to the fitting room was so long that a lot of people in front of us left just because of that. Spoke with the supervisor (Sara) and she acted like she didn’t really care. The only think she said is that it’s nothing that she can do. For some reason the only let 6 people in at the time. One of the worst experience with Zara store in Oak Brook, IL.”

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Posted 3 years ago

“I never write reviews and I am going out of my way to make sure to write this one. Zara has the worst customer service I have ever experienced. I tried to place an order both on their APP and on the website and received an error message both times. I chatted 4 different people and spoke to customer service, every one of them instructed me to delete my cookies and do basic troubleshooting. They then said they would escalate the case after clearly no one at that level had the authority to do anything, and then 24 hours later I received the same instructions via email. Thanks Zara, you just lost a customer for life. I shouldn't have to work this hard to spend money with you. What a waste of time and energy. Save yourselves the hassle and buy from a brand that actually cares about their customers.”

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Posted 3 years ago

“No good quality, also found stains, the worst customer service and all agents are trained the same way. I spend over $2k in purchases in 2 weeks and they had defective products and did not want to replace them with expedited shipping or discount. The USA Zara is overpriced, their products have no good quality and you can find this in Europe for a lot cheaper.”

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Posted 3 years ago

“I purchased a $119 dress and returned as too small. They claimed it smelled of perfume and sent it back to me. I know it did not but what can one do over the phone? There was no perfume smell on it or the bag in which it came. They refuse to let me get a refund by returning again. Very poor customer service. Will not be ordering from them again no matter how pretty their clothes are!”

Helpful Report

Posted 3 years ago

Zara is rated 2.6 based on 1,005 reviews