Name: Zara
Address: 53-54 Long Acre, London
Rating: 2.61

“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!”

Helpful Report

Posted 5 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.”

Helpful Report

Posted 5 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.”

Helpful Report

Posted 5 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”

Helpful Report

Posted 5 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.”

Helpful Report

Posted 5 years ago

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

Helpful Report

Posted 5 years ago

“The rudest staff!!!!”

Helpful Report

Posted 5 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.”

Helpful Report

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.”

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

“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

“They delivery takes time I hope they can improve on that, however their online site is usless, for the first time I visited the store I managed to get everything on sale I wanted which was not online, during a pandemic why can’t you make everything available online,? Really don’t understand”

Helpful Report

Posted 5 years ago

“They will not deliver the item for weeks ..it will always be in preparing status .. seems like the start making the cloth after your order... after so many days you will realise u will not get the product when u wanted to use it. then only option to cancel the order. And you have to wait for weeks to get your money back.”

Helpful Report

Posted 5 years ago

“Very very disappointed with their customer service, been having issues with receiving my order three times now, error was on their system and nothing to do with me, my parcels got sent back to them without any proper explanation and reasoning, my problem never resolved and no option given. Non-existent customer service gets a BIG 0 from me. Never ordering again from Zara.”

Helpful Report

Posted 5 years ago

“My returned item was lost in transit. I have the receipt to prove it was posted. I contacted Zara who are refusing to refund unless it turns up in their warehouse. I am out of pocket due to the couriers they decide to use.”

Helpful Report

Posted 5 years ago

“BEWARE OF ZARA NEW FRAUD SCHEMES!! NOW WHEN YOU BUY FROM ZARA, YOU MIGHT NOT BE ABLE TO RETURN ANYTHING, BECAUSE THE BUSINESS IS FACING FINANCIAL CRISIS. ITS A SHAME THAT THIS BUSINESS DOESN'T CARE ABOUT ITS CUSTOMERS BUT ITSELF ANYMORE, THEY ARE LOOKI G FOR EVERY POSSIBLE WAY TO MAKE RETURN IMPOSSIBLE BECAUSE OF THE BUSINESS FINANCIAL STATE. KNOWING MY SIZE, I BOUGHT LOADS OF CLOTHINGS FROM THE STORE AND BECAUSE I DIDNT HAVE PLANS OF RETURNING, I MISPLACED THE RECEIPT. THE SIZES OF THE JEANS WERE WRONG AND I TOOK THEM BACK TO THE STORE A DAY AFTER AND THE REFUSED TAKING THEM BACK EVEN AFTER PRESENTING THE BANK STATEMENT, THEY REFUSE REPRINTING THE RECEIPT FROM THE SYSTEM. SAYING THEY DO NOT DO THAT ANYMORE, I CALLED CUSTOMER SERVICE AND THEY SAID THE SAME THING, THAT THEY CAN NOT REPRINT RECEIPT NOW OR DO ANYTHING ABOUT IT, THAT IF THE CLOTHS DO NO FIT , I CAN GIVE IT TO CHARITY OR THROW THEM AWAY!!!. THE BUSINESS HAS IMPLEMENTED NEW POLICIES TO SAVE THEM MONEY REGARDLESS OF CUSTOMERS SATISFACTION AND THIS IS JUST ONE OUT OF MANY THEY HAVE IMPLEMENTED TO MAKE RETURNS IMPOSSIBLE.. AND ALSO SAID THEY DO NOT CARE IF I LEAVE I BAD REVIEW , THEY ARE NOT GONNA DO ANYTHING ABOUT IT. A WORD IS ENOUGH FOR THE WISE!!!”

Helpful Report

Posted 5 years ago

“Okay. The WORST experience I had with online shopping. I ordered a $79 jacket. On Tuesday June 6th I checked the status of my package. And it showed DELIVERED. At the same second I ran to the lobby to check. (I was at home all day long). I didn’t got an email that it was delivered by the way. THERE WAS NO PACKAGE. I decided to call Zara and.. I saw all the one star reviews with the same problem. I am screwed. I understood at that moment that none will give me my money back. This is the worst experience I had, as I mentioned. I tried to call Zara, none pick up the phone. So, long story short. Someone stole my package. Nice, Thanks There is no camera right near my door, but there is specific place in the lobby with cameras where all the packages are stock. The delivery guy of course left the package near my door so I can’t even see who took my goddamn package. Anyways, thank you for so many lessons, dear Zara.”

Helpful Report

Posted 5 years ago

“Okay. The WORST experience I had with online shopping. I ordered a $79 jacket. On Tuesday June 6th I checked the status of my package. And it showed DELIVERED. At the same second I ran to the lobby to check. (I was at home all day long). I didn’t got an email that it was delivered by the way. THERE WAS NO PACKAGE. I decided to call Zara and.. I saw all the one star reviews with the same problem. I am screwed. I understood at that moment that none will give me my money back. This is the worst experience I had, as I mentioned. I tried to call Zara, none pick up the phone. So, long story short. Someone stole my package. Nice, Thanks There is no camera right near my door, but there is specific place in the lobby with cameras where all the packages are stock. The delivery guy of course left the package near my door so I can’t even see who took my goddamn package. Anyways, thank you for so many lessons, dear Zara.”

Helpful Report

Posted 5 years ago

“Items ordered 4 weeks ago. Still not arrived. Thought it was courier company but they’ve managed to deliver on time for every other shop. Will never order from Zara again.”

Helpful Report

Posted 5 years ago

“Along with Maison du Monde, Zara, much to my surprise, have been my poorest retail service experience in terms of delivery and returns. An absolute mess if you are forced to return items - and customer services are, bar one sweet girl, very rude. Should be called customer disservice! And I do not want to communicate with Zara via Facebook or Twitter - ever!”

Helpful Report

Posted 5 years ago

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

Zara Reviews

Location: