Zara Reviews

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

2.6 Rating 992 Reviews

41 %

of reviewers recommend Zara

Company Reviews

Questions

Metrics

2.6

Based on 992 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 33%
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

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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

“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 1 week 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 1 month 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 1 month 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 2 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 2 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 2 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 2 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 2 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 2 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 2 months ago

“A pair of pants priced for $69.99 an a tee-shirt goes $39.99 they added $10 on the pair of jeans pants and say when checking out the item the price change and I clearly say this the price on all of the jeans. They will not change the price or award me the price they list the jeans for. I stand in line for a long period of time to be disappointed. I will not visit another Zara store because of this situation inside the crossgate mall in Albany”

Helpful Report

Posted 3 months ago

“Sup*reme*asset*7*@*gm*ail.*com Help me get my Investment back after my withdrawals were Blocked because of fraud.”

Helpful Report

Posted 5 months ago

“I think zara has the worst customer service. The chat agents leave you waiting until the chat ends. You leave the chat with no resolution. It is really exhausting trying to get a resolution.”

Helpful Report

Posted 7 months ago

“I’ve literally had to remove a kidney to return a £30 scarf! The whole process is appalling…Never before have I had to provide my marriage certificate in order to send something back. NEVER WILL I ORDER FROM ZARA AGAIN! Unbelievable in this day and age considering the amount of couriers and tech these multinationals have behind them and I’m still having to fill in a piece of paper???!?”

Helpful Report

Posted 7 months ago

“Have been a happy customer in the past, but will never shop again. I tried to do a return to an order. I got an email saying they would send me a return ticket to attach To my return parcel. I never got one. I finally found the return ticket connected to my account, although it was still not sent to me as stated in the email. I then did the return, but they refuse to accept it as it was by then too late. I have always handled this acc to their routines in the past and never had any issue. I hope it was worth losing a customer.”

Helpful Report

Posted 7 months ago

“Order number 53571478301 The perfume that came , I didn't even used it and the top part it came damaged As there is a gap there where the perfume leaked And it spilled inside my bag It damaged my bag and my headphones . Foe almost 2 weeks they refuse to give a refund , neither a compensation. They keep telling me to wait another 10 to 14 days . The customer service It's horrible . They refuse to give me a customer complaint contact number or email adress. They don't want to give me a refund. Their product was damaged from manufacturers. They try to find reasons not to give me a refund, and i have all the evidence needed and pictures with the item being damaged from manufacturers, as they can see fron the pictures . Dont buy from Zara.”

Helpful Report

Posted 7 months ago

“They are liars ! I ordered nearly £600 of clothes and shoes - and one pair of shoes wasn’t packed (worth only £17 to provide context as to how little the value was but equally WHY WOULD I LIE ABOUT THEM NOT TURNING UP??). Reached out to their WhatsApp customer (who are ABSOLUTELY horrendous - honestly don’t bother contacting them) - who have said essentially I am lying and they have checked with the Warehouse and their courier and can confirm they were sent. So either they are totally bullshitting and haven’t checked at all or their warehouse / courier is a thief ! (Highly likely the first option). Like a lot of other people, I have shopped at Zara for 20+ years and have spend thousands. I won’t be shopping there again. What a shame !! Places like Amazon do really set the bar and make you falsely assume you don’t have to go to war to simply get your money back for something you didn’t receive.”

Helpful Report

Posted 7 months ago

“Absolutely no customer service, appalling. You just get no response from an agent and you just wait, and wait and nothing!! This happens frequently! Will not be spending any more money on Zara. Not worth it.”

Helpful Report

Posted 8 months ago

“I recently purchased some items from Zara one of the items was missing when they were delivered. Zara refused to believe me claiming they had checked their procedures and this proved nothing was missing. The item missing was a winter coat that would not have fitted in the box that was delivered along with the other goods. This was bad enough but you can only contact them via WhatsApp, first of all talking to AI. Every time you contact them you have to explain your issue from the start which is very frustrating and they don’t review the prior WhatsApp messages. I wasted a lot of time only to be continually fobbed off. I asked 5 times to speak to a manager and was fobbed off, finally they agreed that I could provide a time slot to speak to someone which I did. They ignored my suggested time and date and called me on a different day. I’m still going round in circles as every time I contact them I have to start again. The worst customer service I have ever had by a long way.”

Helpful Report

Posted 9 months ago

“have bought from Zara for years , always loved going to the ones in different places , different cities, Palma, Ibiza etc, spent a fortune over the years. Visited the metro centre one - Gateshead. Omg the customer service was atrocious!! My daughter used the self checkouts which are useless as you end up leaving tags on and setting alarms off then need to go back I. Store. I complained about this to the staff. The so called manager who would not give me her name was horrendous!! Rude unprofessional disrespectful and just a vile individual. I won’t be returning. Zara”

Helpful Report

Posted 9 months ago

Zara is rated 2.6 based on 992 reviews