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

“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!”

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Posted 4 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.”

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Posted 4 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 or email.”

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Posted 4 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.”

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Posted 4 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!!”

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Posted 4 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.”

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Posted 4 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.”

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Posted 4 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

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Posted 4 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.”

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Posted 4 years ago

“Quality customer service is paramount to any shopping experience! I took my son to the Zara Lenox Square store in Atlanta, GA. I was sitting patiently and quietly on an used display base. A young woman walked by and told me this not a seat and get up. I did not have a problem adhering to her request or store policy. But her tone and delivery was extremely rude! I initially responded with a calm Ok, and then shared with her that she rude. Her response was get up. I asked to speak with a store manager. She responded that she was the store manager. I responded that I did not have a problem getting up from the display base but she did not have to be so unprofessional. I asked for her name. She refused and then walked out. I stated to her that I would contact the corporate customer service to report the incident. When I called Zara' customer service department. The corporate representative was very attentive and professional. She asked me to explain the incident and what occurred in the store. Throughout the incident, I never raised my voice nor use threatening words or actions. But this store manager call the mall security officer to have me removed from the store. I acknowledged his request and left the store. I did not want my son's shopping experience to be ruden because of this incident. He spent over $600 dollars but this will be the last time my family will shop at Zara!”

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Posted 4 years ago

“Not a fan of this store at all. Clothing is sub par, poorly made, customer service leaves much to be desired (lines are long, stores are messy) and, most noteworthy, Zara’s return policy is THE worst in the industry. There are much better options out there for both online and in store shopping.”

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Posted 4 years ago

“I placed an order two weeks ago and it was supposed to have been delivered on Aug. 18. Today is Aug. 28. The online tracking link I was given by Zara indicates the package did not arrive to Laser Ship. Nonetheless, I contacted Laser Ship who confirmed that they do not have my items and to contact Zara directly. The first few times I contacted them, I was told to wait 48 hours for a resolution. 48 hours has come and gone a few times since the 18th. Now they just tell me to wait. I didn't have to wait very long for them to charge me. I am very frustrated. This was the first time I purchased from Zara online. I will not purchase from them again and hope that I don't have to enlist Consumer Affairs to get my refund on my undelivered items.”

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Posted 4 years ago

“Zara robbed me $123 As a big corporate company, Zara doesn't have an ethical policy towards the customers. I recently ordered a birthday present worth of $123. I did not receive the order, and they refused to give me a replacement or a refund. Zara confidently claimed that they double-checked the process of delivery and said there was no error in the shipment. If there isn't any error, where is my package? How can you be sure of there were no errors? Did you deliver it by yourself? Where is your objectivity? I spoke with one of the customer service people, I believed his name is Santiago. He said the package was left behind the gate. So behind the gate of the apartment is free to grab. Unless you left the package in my mailbox or in front of my door (not gate), then I'll be able to retrieve my package. I've shopped with Zara for many years now. Unfortunately, I'm not a philanthropist, I can't do charity to an unethical company like this. Let alone, they blatantly robbed me $123”

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Posted 4 years ago

“I ordered a pair from jeans from here and paid $5 for shipping, promised that I would receive my item in 2-4 business days. Usually I do not have a problem, but this time I was appalled at the terrible delivery and the rude feedback I received from customer service. The item I bought began shipping two days later, and said it would come by the end of that week through FedEx. However, on the Zara email I received it said I would receive the item in two days. It said it would come by Friday of that week at the end of the day and that it was out for delivery, but it never came. Then, the delivery tracking told me it was at the FedEx location on Saturday, and I would receive it by Monday night. When Monday came, it said it would come Tuesday. By Tuesday, it no longer gave me any information about the delivery and said the delivery date was "pending." After hours on the phone with FedEx, which was an absolute waste of time and shouldn't even be a customer's responsibility, I was told that they would file a case for me and put it under a number a certain number and that they would give me a call back. I spent the whole week waiting for a call, which never happened. I called again at the end of the week and was told that they could not provide me with updates on the case and I would have to call Zara. When I called them, I received horrible treatment and the customer service agent was not helpful in the slightest. She repeated the same information to me from the tracking website and told me to just wait around for the package, which is so stupid since I have access to the screen and can see that myself. Then, she said I can file a case but I have to wait two more days for updates, which is ridiculous considering I have been waiting 18 days for my items when I should've only waited for two days, which is the time she gave me for the case. I know that they would never call me back just like with FedEx and requested to speak to a manger, which she responded to by telling me that I would have to make an APPOINTMENT. In the end, she did not help in the situation at all and was completely useless. I requested that my package would be replaced and she just kept making excuses for why that couldn't happen; she was just repeating the only phrase she knew. Terrible customer service and horrible management, especially compared to other shops. I had the same issue at DSW, and as soon as I contacted them they resent my item and it will deliver by the end of the day. I was expecting the same from Zara but I was disappointed. If you're going to get something from there don't waste money on shipping. Also make sure to request something other than FedEx if possible, it takes forever and is horrible at updating the tracking information accurately. You will never actually be able to know what's happening to your purchase.”

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Posted 4 years ago

“Zara has the worst customer service when it comes to African Americans.”

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Posted 4 years ago

“The rudest staff!!!!”

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Posted 4 years ago

“My daughter's grandmother had kindly bought her some new clothes for the summer and some of them didn't fit or she didn't like them. I found a pair of shorts in store which were exactly the same but one size bigger but they refused to exchange them. It was obvious the T shirts were new (they admitted they were new stock) but wouldn't exchange them as I hadn't got the receipt. They also refused to acknowledge that I had to queue outside the shop to get in and then had a long queue for the til. Granny is now away for the summer so all the new clothes which were unwanted will have to go to waste. Appalling customer service and lack of flexibility. The manager lacked any humanity and was extremely short tempered and rather rude.”

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Posted 5 years ago

“The quality of Zara clothing is appalling. I have recently had to return three items to Zara immediately after purchase because of fraying, holes and bleach stains on their brand new clothes. Last summer I spent €50 on a cardigan which was riddled with holes after a handful of wears. Their overpriced products give the illusion of being high quality but are actually trash. This is a shame because they have great designs, but they don’t last and aren’t worth the money you pay (also not sustainable or eco-friendly). I recommend steering well clear of this brand.”

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Posted 5 years ago

“Absolutely gobsmacked with (the lack of) customer service! I have placed 3 online orders within less than 24hrs being the last order an item under £50 because it was unavailable at the time I placed the first 2 orders. I contacted customer service asking if I could receive them all at the same time to reduce carbon footprint which they said it isn’t possible (Zara not being very eco friendly at this point). I also asked if I could have a refund of the delivery fee (£3.95) from the last order since I spent over £150 total in less than 1 day. The answer was, once again, a no. Not only that, I suggested I could have the money onto a gift card (for future purchases) and their answer was a no. I asked for an email address where I could send a formal complaint and Carl (the customer service agent I spoke with) said they don’t have an email address for that! I honestly don’t understand why they have a department called customer service when it is clear there is nothing they can do for their customers.”

Helpful Report

Posted 5 years ago

“Absolutely gobsmacked with (the lack of) customer service! I have placed 3 online orders within less than 24hrs being the last order an item under £50 because it was unavailable at the time I placed the first 2 orders. I contacted customer service asking if I could receive them all at the same time to reduce carbon footprint which they said it isn’t possible (Zara not being very eco friendly at this point). I also asked if I could have a refund of the delivery fee (£3.95) from the last order since I spent over £150 total in less than 1 day. The answer was, once again, a no. Not only that, I suggested I could have the money onto a gift card (for future purchases) and their answer was a no. I asked for an email address where I could send a formal complaint and Carl (the customer service agent I spoke with) said they don’t have an email address for that! I honestly don’t understand why they have a department called customer service when it is clear there is nothing they can do for their customers.”

Helpful Report

Posted 5 years ago

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

Zara Reviews