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

“Dreadful experience ... We bought a pair of leaf nest of coffee tables, all good so far till delivery day - items arrived - small table no legs whatsoever ( what use I can have for a coffee table without legs maybe for a chopping board ) bigger table so wonky that you cannot put anything on it as it will spill or fall over. So we have contacted Zara’s own customer services - they said will replace the small table but not the big one, we have argued that it is useless and we need a new one for that too - this took 2 weeks and 7 phone calls. Eventually the driver arrives to collect but he had the paper work for only one table. This is ridiculous - I mean it is just beyond comprehension d how they treat their customers. What a shame for Zara, dreadful customer service, they called us liars, they even went as far as blaming us, they hang up on us when asked for a supervisor, they dragged us true mud and dust. Shame on you ... I always shopped at Zara but this will change and I make sure none of my friends will ever. Very very dissatisfied and disappointed with Zara.”

Helpful Report

Posted 5 years ago

“Went to pick up my click and collect order yesterday, was given someone else's which I handed back, after a lot of faffing about they finally decide to scan the code on my phone which they should have done in the first place, I'm then told my order has been picked up, not by me that's for sure and only I have the info to pick it up, they phone customer services leaving me outside the store in the freezing cold for over half an hour before telling there's nothing they can do about it, I leave empty handed annoyed and frozen to the bone, customer services wasn't much help, communication between them and the store non existent with me having to chase them both up today, store said they couldn't phone customer services as they didn't have all my info despite me giving it to them the previous day, still no word this afternoon then get a phone call from the store sadly not about my missing order, this time they have muddled up my personal details with those of a perspective employee and were ringing to say if I bring in my documentation I can start work immediately, seriously the level of incompetence is astounding, the store involved is Regent St Cambridge”

Helpful Report

Posted 5 years ago

“I had a horrible experience at Zara I totally understand not letting us try on cloths in the fitting room due to COVID-19 I purchase pants which did not fit my body type well Unfortunately I lost my receipt They would Not exchange for a different item They said I could ONLY get the Same item I ask the manager but not Help I called the customer service number wouldn’t help I WILL NEVER SHOP AT ZARA AGAIN I only wanted to buy another item in the store Doesn’t seem too much to ask Especially after spending over $300.00 And it exchange was $22.00”

Helpful Report

Posted 5 years ago

“I ordered a jacket and they somehow managed to lose it in the mail 6 times and instead of fixing their mistake and using the email it was winder to figure out the correct address they continued to send it back and forth through the mail. For two months might I add. Horrifying costumer service just know that you are gambling actually reviewing your package.”

Helpful Report

Posted 5 years ago

“They don't honor their return policy.”

Helpful Report

Posted 5 years ago

“Worst experience of on-line shopping ever. Zara have taken my money for a jacket but no jacket received. l want my money back. Customer Service is so bad and you go around in circles and they ask you the same questions and you get nowhere with them. Please don't order with this company.”

Helpful Report

Posted 5 years ago

“I wouldn’t even give one star if there was an option brought a t shirt from Spain and when I got home the print peeled off it and when i arrived home in the uk they said I could only return it Zara in Spain and suggested taking it back there ! Customer service online are useless”

Helpful Report

Posted 5 years ago

“Terrible online service. After 11 days my order is still in the headquarters..and still they can not provide an arrival date?!! Every single time that I request an answer they say they will let me know once the order is sent and, like this, the days go by”

Helpful Report

Posted 5 years ago

“I actually loved Zara o der very frequently and never usually have a problem But I recently ordered online before level 5 restrictions. I needed to return my items but I don't have a printer I got onto the Zara what's app to be assisted at first seemed helpful telling me an post would print my label off to return as I don't have a printer all libarys are closed where I would usually go . Went back to Zara explaining an post said they couldn't they assisted go to another an post that they should print of label. I went again today they said they could print of label if Zara sent it to an post. Got back onto Zara today literally no help said go to a neighbour I ordered off them last week I said could they arrange to out my return labels in that no. Then I said shops are open on 1st of December could I just get a refund but still no said I was outside the 30 days even though shops are closed . Will not be spending any more money here and will be spreading the word to family and friends.”

Helpful Report

Posted 5 years ago

“Be very careful ordering online. I have placed an order that was delivered to my old address despite the fact that I updated my address online. They now are acting like it is not their responsibility and don’t want to help find a solution. I have talked 3 times in the past month to customer service and they tell me they cannot help because the course said he delivered it. they even have transfer me and hung up. When I call customer service I ask to speak to the manager; I literally have to beg before they transfer. me. A real nightmare. I would absolute would avoid ordering from them online. Very Very poor customer service.”

Helpful Report

Posted 5 years ago

“Purchased three items, the sales assistant was miserable from the beginning, terrible attitude, she said receipt was in the bag and gave me my change. I walked away as it was busy checked bag, no receipt, checked change was short changed. Went back told they would wait until end of day takings checked, have never felt so mistreated, got upset in the end gave me my money, I offered to leave my name and number should there be a problem with cashing up. Will never go to this Zara again, the staff in Spain are so much nicer. Please at least train your staff to smile and be polite.”

Helpful Report

Posted 5 years ago

“Never got my delivery and ZARA refuse to refund me.m I set the delivery address to my work, which is in a building with high footfall and multiple businesses. It was addressed to the business name I work for, therefore should be delivered to this address. We have a reception team available between 06:30-22:15, so no excuses on delivery. I did not receive it, and whilst the courier could have dropped the package anywhere in the building, anyone can pick it up and take it home. I never received the package, and they are refusing to refund me, because their courier is lazy and decided to leave it anywhere in the building, except for where it should have been taken to, which is the business delivery address. Customer service team are a joke and didn’t get back to me for 2 WEEKS! So I had to chase them. I even offered to provide CCTV of the date and time of confirmed delivery, and no response. ZARA is a joke and should be ashamed of themselves how this has been handled. All I’m left with, is not delivery, out of pocket and completely infuriated!”

Helpful Report

Posted 5 years ago

“horrible online services. i order 2 weeks ago from them, i paid the shipping to came in the same day, my delivery didn't arrived not even after one week, I contact 5 time the costumer service ask them to cancel my order and they said that they are delivering my order even if i didn't ask , and again my order didn't arrived i asked again to cancel and to give my money back and yet still no answer from them.”

Helpful Report

Posted 5 years ago

Helpful Report

Posted 5 years ago

“Ordered a jacket to belivered to store for pickup. I ordered last Monday online (28 Sept) and it finally arrived today (09 Oct). The wrong size was sent?! Asked If I could just swap the wrong size that was sent by Zara with the correct size that is in store. I was told to do this, I would have to purchase the item in store and then CANCEL or SEND BACK my order and apply for a refund. Why?! I decided not to purchase either and cancelled the order anyway. Complete amateur and complicated experience. F*Ck you Zara.”

Helpful Report

Posted 5 years ago

“I sent two lots of orders back in one box and they have only refunded me for one order - They are not refunding me for £78 worth of clothing because I put them in the same return box as the other order. This is THEFT, you cannot keep my money and the clothing!!”

Helpful Report

Posted 5 years ago

“Went to collect an order, which wasn't in store when I arrived. Had to wait 4 days for zara to confirm it wasn't delivered to store to eventually get a refund. Waste of time and poor customer service. Avoid.”

Helpful Report

Posted 5 years ago

“Honestly had the worst experience at Zara. They sent me a dress without a belt and I was told to send Back but they were really low in stock so I decided to pay the postage and order the size small as there was only one in stock. When I received it (with the belt) it was an XL (couldn’t be more opposite...) so when I rang customer service they said I can’t keep the belt with the small and I have to send the XL back with the belt?! It’s only a fabric belt so I’m shocked that they can’t amend this in their systems to make everyone’s life a bit easier?! Also 2/4 of the representatives I’ve spoken to have been very rude/not bothered when talking to me which has really made my experience a dire one... I have put in a complaint and was emailed today to ring them, where I had to re-explain the situation to be told I need to send back the XL with the belt despite not having been contacted about my complaint to hopefully rectify this. It has been their mistake twice and I can’t believe that this can’t be resolved.”

Helpful Report

Posted 5 years ago

“Zara refuses to refund or credit a piece of garment that is defected due to poor design. The gemstones around the sleeves kept catching the fabric against the torso. Their customer service said there were no other customers complained about it so they would not honor it. What happened to dissatisfied customer number one??? Will never purchase from them again.”

Zara 1 star review on 18th September 2020

Helpful Report

Posted 5 years ago

“The worst customer service EVER! I bought clothing at the Bromley, London store around mid July 2020. During the next 30 days I tried 3 times to return the items for a refund to store, but each time I went there, the queues were so long (due to Covid) that I didn't have enough time and had to abandon it and return to work, as a key worker. When I eventually got to a till, I was told that I was 2 days over the 30 days refund limit. I asked to speak to the manager who happened to be standing next to my sales assistant, to explain that these were not normal times and to give people a bit more leeway. With a bored and non-caring attitude, she glanced at my receipt and said no. After that she ignored me and wouldn't even look at me. Rude. I was then told that I could only have an exchange. Fine I thought, I'll come back, which I did more recently. I chose some new clothes, went to the till, to then be told that no exchange was available to me. Fuming. I left the store and immediately called Zara's customer services. I spoke to a nice lady, explained my situation, she apologised on behalf of Zara, gave me a case number and told me to give that to them in store and they would issue me with a refund. Today I went in, gave my case number. The manager rang customer services and I was told that no refund would be issued to me. Unbelieveable. That's twice I'd been midled now. I was then asked to speak to customer services myself. Lots of apologising but basically there was nothing they could do. Really??? I find that hard to believe. More like they don't care about their customers. I've now lost £45, which I really cannot afford to loose, unlike Zara who make millions a year. Thanks for nothing Zara. Definitely not ethical in any way.”

Helpful Report

Posted 5 years ago

Zara is rated 2.6 based on 1,005 reviews