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

“Order never arrived . Constantly resisted to wait another 48 hours . Tracking not working eventually without request refunded partial cost of items as if I’m paying a restock charge and postal costs for something that never came . Extremely poor customer care service”

Helpful Report

Posted 2 weeks ago

“Bought item on line as size not available in shop on the 9/10/25 email confirmed receipt 16-17 October. Went to shop not arrived. Advised to wait for further email confirming arrived in store. Chased 28 October 25, advised to wait until receive email confirming in store. Chased again 29th December on line this time requesting refund. Told I would have to go into store to get refund. (Not what the shop told me when I went in store chasing delivery of item previously) Returned to shop on the 9th January 2026 after further communication on what's app promising refund and compensation for wasted journeys. The shop finally refunded me on the 9th January 2026 but apparently dont offer compensation in store. I persued this further and spoke to a representative on the phone in the store. The store Manager confirmed that he had seen written evidence that I would be compensated to the call representative. I demanded to speak to the manager and was told the representative could not transfer the call. He said the manager would call back. I agreed on the terms that I would be contacted at a time that gave me sufficient time to return home approx 2.15. I told the representative no earlier as I was in a Mall and I would be driving before then. I was called at 13.44 exactly when I told them not to call. I have chased again and consistently been shut down on what's app. See less”

Helpful Report

Posted 1 month ago

“Zara has one of the most careless and irresponsible online services I’ve ever experienced. They lost my ₹5,000 refund and didn’t even bother checking if the bank details were valid before processing it. Absolute negligence, zero customer support, and complete disregard for customers—pathetic service.”

Helpful Report

Posted 1 month ago

“Rubbish customer service, lost parcel spent nearly 4 hours on chat over 4 conversations trying to get a refund”

Helpful Report

Posted 1 month ago

“I'm giving one star because they didn't even try to help me – they just immediately said 'no'. The situation was straightforward. I ordered several items for my son from the Zara UK website. A few hours later that same day, I realised I'd selected the wrong (too small) size for one of the items. At that point, I checked the order status, and it hadn't even been packed yet. I also confirmed that the correct size was still in stock. I contacted customer support with a simple request to change it, and they replied straight away with just 'no'. Nothing more. I find this really strange, since the order hadn't been dispatched – it hadn't even been assembled. 'Thanks, Zara' for your complete unwillingness to assist your customers. It's moments like these that make you forget the customer is the one paying your wages.”

Helpful Report

Posted 1 month ago

“Worst online experience I have ever had. Purchased a cardigan that was not on sale and they unilaterally cancelled my order. Was given excuses as to why so I decided to try again when the item was back in stock. This time, the item was shipped out to a designated store but then "lost" but today after 5 to 6 calls and hours of my timeI found out that it was likely sold to someone else. WTF?! Customer service is lacking and the purchase experience was the worst I have had in 10 years.”

Helpful Report

Posted 2 months ago

“I made a complain to Zara about the 5-size clothes (110cm) | bought for my kid (100cm). The sizes are all different length, width and width of the neck, making more than half of them not wearable. The difference is between 10-15 cm!!! When I contacted Zara Customer Service, they said it is not defects. Really??? Making clothes sizes runs 2 sizes less than it should be is not a defect?!?!”

Helpful Report

Posted 4 months ago

“Extremely Disappointed — My Birthday Dress Still Hasn’t Arrived I’m extremely disappointed with Zara’s online shopping experience. I had been waiting for this dress to come back in stock because it wasn’t available in stores. As soon as it was finally available online, I ordered it immediately to receive in time for my birthday. The delivery date clearly showed it would arrive before my celebration, yet it’s now six days past the promised delivery date — and I still haven’t received it. To make matters worse, when I called customer service, the representative was rude and completely unhelpful. I was told to “call back in three days if it still doesn’t arrive” — and then they hung up on me. This entire experience has been beyond frustrating and incredibly disappointing. What should have been an exciting purchase for a special occasion turned into a major letdown. There’s been no accountability, no apology, and no sense of care for the customer. For a brand with Zara’s reputation, this is unacceptable. I’ve always loved Zara’s style, but after this experience, I’ll think twice before ever ordering online again.”

Helpful Report

Posted 4 months ago

“Zara are being deceitful and disgraceful. They sell jewellery that they buy from Shein with 1£ and then sell in their shops with 17.99 +.... Disgusting.”

Helpful Report

Posted 4 months ago

“MY PERSONAL EXPERIENCE I reached out to RANGEPRO.ORG regarding a concern with my account, and their support team truly impressed me. They were quick to respond, clear in their communication, and efficient in resolving the situation. Everything was set right, and my funds were promptly returned. Exceptional service from start to finish.”

Helpful Report

Posted 5 months ago

“If I could put a zero star I would. I’ve been a massive fan and regular buyer of clothes from Zara my whole life and never had any issues until recently, when I purchased 12 items online. Over a month went by and I never received the parcel. When I contacted their customer service team at least a dozen times using their WhatsApp live chat (which is the most frustrating AI design that cuts off mid-way through chats, essentially forcing you to sit staring at your phone waiting for them to respond) they weren’t able to help get the parcel delivered. A replacement delivery was eventually issued by Zara and I still haven’t received that … so now I’m back to square one. Here’s the bottom line: Zara should provide customers with an email address or phone number they can contact if they are experiencing unresolved delivery issues. This company has no respect for their customers’ time and I’m beyond appalled. Order number: 664138160”

Helpful Report

Posted 5 months ago

“Absolutely appalling service at the High Street Kensington branch. I waited in the queue for about 20 minutes, got to the front and asked to purchase a gift card as the sales assistant couldn’t find any. I was asked to move to the side to wait for a manager. The manager took her sweet time and came strolling down after a few minute’s only to be told there are no gift cards available. This could have been asked on the walkie talkie and I wouldn’t have had to waste my time waiting for the manager to arrive. This is not the first time I have experienced such slow service in the High Street Kensington branch and I have heard several complaints pertaining to efficiency and friendliness from other and I believe this needs to be addressed.”

Helpful Report

Posted 6 months ago

“I had a shocking experience with Zara. I ordered a white dress that was on sale and had money removed from my account. I waited and waited but the status of my order was showing only as order received not even being prepared for delivery. Finally after what felt like forever, I got a message saying that my order was cancelled as they couldn’t find the product in their distribution centres. Excuse me what? This is so unprofessional for a well-known brand like Zara. Why are they allowing customers to make orders if they don’t have enough stock. And what is even more ridiculous is that after so long I still haven’t got the refund. They should have found out long ago that they didn’t have the stock and sorted this out. If I had known prior to making the order, I would have bought another white dress that I liked from Zara for the same price but guess what? Now they don’t have my size for that one too. This is shocking to see.”

Helpful Report

Posted 7 months ago

“Order number 54245243488 I’ve contacted your customer service support almost everyday since 27/08. Two items were missing from my NDD order. I was supposed to receive two boxes but only got one. Tracking via the app says the parcel has been delayed but it’s been over a week! Every time I contact support, I’m told I’d be contacted via email to resolve the issue, yet nothing has been done. I will be filing a chargeback on Monday of this is not resolved. £150 worth of missing items isn’t cheap. I need my refund for the coat and blazer!”

Helpful Report

Posted 7 months ago

“terrible service. bought 5 items on sale. out of the whole order they delivered 1 item, the cheapest. they apologized for the rest and said they were out of stock. why the hell are you selling items you don't have? and I paid for the order on June 26, and on July 2 they sent me an email that they were very sorry but they didn't have anything from my order except the bag. and I paid 5 euros for delivery.”

Helpful Report

Posted 7 months ago

“Terrible customer service…cancelled order…they then take the money and refuse to refund…have had to open a chargeback claim to try to get my cash back…please do not use this company….”

Helpful Report

Posted 7 months ago

“Extremely Poor Customer Service. I had a very frustrating experience with Zara’s customer service. I reached out for help because the return label I was given couldn’t be used — the shipping carrier isn’t available in my area. Instead of helping me or offering a solution, the agent (Brenda) was completely dismissive and abruptly ended the chat while I was still explaining my issue. There was no willingness to listen, no professionalism, and absolutely no resolution. As a customer, I expect at least a basic level of courtesy and support, especially when trying to return an item properly. Zara, this is unacceptable.”

Helpful Report

Posted 7 months ago

“Worst customer service!! Tried to return two items, one from instore purchase and one from online purchase. I explained this at the counter. She then scanned my QR code for both returns which generated an invalid error and one item cannot be returned. Contacted customer service as advised by staff and ask for new returns code. Customer service tell me to use the e-ticket and dont understand its become invalid. They keep ending the chat, have tried 3 times will try again today. So now i cant return an item due to your systems causing my e-ticket to be invalid? The chat is outsourced overseas. The agents dont understand the request, they will give their answer then end the call, never resolving the issue.”

Helpful Report

Posted 7 months ago

“I live in Torrevieja and for many years have been a regular and loyal customer of Zara but recently visited the storejin the boulevard shopping centre only to find no customer care and no tills only self service and the one assistant who after 10 minutes appeared was rude and sarcastic,people want personal attention and not unpleasant staff ,I will never go to Zara again.”

Helpful Report

Posted 7 months ago

“The journey that commenced as a hopeful investment opportunity took a sharp turn towards devastation, resulting in a loss of $97,100. Discovering that I had fallen victim to a scam left me grappling with a mix of emotions - embarrassment, anger, and a sense of uncertainty regarding my next course of action. Amidst my quest for a remedy, I stumbled upon RANGEPRO.ORG, a company that initially gave me pause. Their professionalism, however, shone through brightly. Right from the start, their team treated me respectfully, articulated the recovery process in a transparent manner, and steered clear of making any grandiose pledges. Their consistent communication and efforts to keep me informed throughout the process were a reassuring presence. To my pleasant surprise, their endeavors bore fruit by successfully recovering a sizable portion of the funds I had previously deemed lost forever.”

Helpful Report

Posted 8 months ago

Zara is rated 2.6 based on 1,005 reviews