ZARA Reviews 21,289

I ordered perfume at the end of February on line. Zara confirmed order and sent a text apologising as order would be a few days later than originally stated.
I have received no goods. Computer chat told me to be more patient!!!
Emailed Zara. Emails have been sent but no response.
What can I do. £30 gone forever!!!

I would give no stars if I could, I have never come across a company with such a poor refund practice. I followed the correct steps to send my purchase back to be fighting to get my money back because of an error with the warehouse. I have never known a multi-million company have such poor communication methods it is appalling, not only are they breaking rules under the Consumer Rights Act 2015 they are withholding people’s hard earned money, I will never use Zara again and that is sad to say 😞

If I could give 0 stars I would. Absolutely shocking customer service. Ordered some items which never arrived, no update or explanation from Zara; it took 3 attempts for them to finally admit they weren’t shipping the product and I could have a refund (oooh thanks for giving me my money back for items NOT received). However I now have to wait 10-14 days for my refund, despite Zara having had it for the past 10 days and still couldn’t be bothered to ship my products. Absolute joke of a company - it buying from them again. Buyer beware - steer clear

terrible customer service at the leicester store , even with a email receipt from a friend as it was a present, they wouldn’t refund me as she obviously didn’t give me her card !!
i said i would settle for a gift voucher & guess what no vouchers , i’ve had trouble returning things before! so bad , please be warned when buying gifts for a friend!!

Terrible customer service.
Ordered a few items that I needed for an occasion, delivery should have been within 2 days. Order was sent via yodel and they have now had my parcel for a week and not attempted to deliver. I’ve contacted Zara customer services who are appealing, no concern that I needed my items for an occasion, wouldn’t offer any support until they had investigated with yodel, told me items were out for delivery when the yodel website clearly shows they have my order but it hasn’t been dispatched for delivery. Asked for a replacement order to be sent and Zara deal with the other parcel via yodel this was rejected. I am now left with no time to sort an alternative for my occasion and Zara just keep emailing me ti say they are working to resolve. I am highly recommending you do not buy from this company, clearly if you have a problem they do not care about their customers and will not support. Shocking service from such a well known brand who I have used a number of times previously and would now never shop with again. An absolute disgrace

I purchased a pair of black long-ankle Chelsea boots from Zara for ₹6,500 around two months ago, and honestly, it has been one of the worst shopping experiences I’ve ever had.

Within just one month of use, the shoes started tearing from the front on both sides. I never expected such poor quality from a brand like Zara. This has been one of the biggest mistakes I’ve made in terms of purchasing footwear.

I am extremely disappointed with the quality and durability of the product. I have purchased several items from Zara before, but this experience has completely changed my opinion about the brand. I expected premium quality for the price I paid, but the product failed far too quickly.

This is my strong feedback: customers deserve better quality, durability, and value for money from a reputed company like Zara.

They don’t care about their customers at all. Not one bit.
Disgusting

Very disappointing experience at the Zara Greenwich store.

I returned items on May 11th, but the cashier processed my refund incorrectly as a gift card without properly informing me. I never received any gift card or store credit, and my refund has not been returned to my card.

The receipt shows a gift card transaction, but nothing was actually given to me.

The GM was not helpful either. She only made me call customer service and I was left waiting more than 48 hours with no update or resolution from her.

Overall, there was poor communication and no proper support from the store team. I now have to escalate this issue myself to recover my money from Zara.

I was sent the wrong size dress. I needed the dress in the right size for an occasion so took it to store to return it. They had none in stock. They refused to refund me my shipping costs in store even though it was clearly their mistake. Even though they have a dedicated returns desk that was not busy I was told I had to use a machine and repackage the item myself, I had to contact customer services for the refund. Here you cannot speak to anyone only via what’s app. After sending photographic evidence etc I was finally given the 2.95 I was owed. However they ended the conversation immediately not giving me time to express my frustration at the inconvenience and delay never mind any gesture of goodwill, Zara think they are too big to treat customers like humans. I won’t be returning.

Please Pay My Money Back ZARA! My order number 54234492705. You don’t really deserve even one star. I would give you minus and I am gonna report you for being such an unserious company. I did a return for one month ago and I still didn’t get my money back. You only let customers chatting with people that never solve problems. They could only say the intern staff will return within 3 days which they never did!!!!!

Love Zara clothing, this season they are spot on. I do find in the Liverpool store the staff can be a bit rude when returning items. I had bought a scalf that I had taken out of the packing to obviously try, I couldnt get it back into the packing compared to when i bought it, when returning the girl who was at the self service till, threw the item back at me and told me 'to fix it immediately, we cant accept it like that'. I did explain that I could not get it back as it was when I purchased it, she then walked away. I managed to sort it as best I could, FYI it wasnt as if it was just mangled in the packing, it wasnt, I had ironed it before I put it back in the packing, the issue was it wasnt put back in the shape of an actual tie. The other issue I have is ive just purchased 3 items for them to be delivered next day and they are now in separate deliveries and will arrive on separate days. This is now costing me more, they need to change this asap as I wont be purchasing any more clothing until this is at least looked at. As is this not technically fraud? you are given the opportunity to have something delivered in one delivery at a cost of £5.95 not 2 separate deliveries of £2.95, yes not a lot of difference in price, but that is not the point, you are paying for the items to arrive the next day. This has happened many times now and its getting very frustrating as I purchase a lot of clothes from Zara as im normally a big fan.

Extremely disappointed with the service I received from Zara online. Order number: 54683825878.

I am heavily pregnant and my baby is due very soon, which is exactly why I ordered a few last-minute essentials and specifically selected SAME DAY DELIVERY. I urgently needed these items. Instead, my order was suddenly cancelled without my permission, and nobody from the courier service or Zara even tried to properly contact me to explain the issue.

What upset me most is that I kept receiving emails saying my order was “on the way” and “shipped,” while it had actually already been cancelled. If I did not personally follow up, I would still not have known what happened to my order.

The communication and customer service have honestly been shocking, especially during such a stressful and emotional time before giving birth. I was also spoken to very unprofessionally on the live chat.

At this point, I just want someone from Zara to urgently assist me properly, process my refund immediately, and take accountability for this experience. I truly expected better service from such a big company.

Truly the worst customer service to exist. You can never speak to a human, just bots and ai. Which follows a strict script. They will do things like say “Is there anything else I can do for you?” Followed immediately with “The chat session has ended. Thank you for contacting Zara.” To keep up the customer service front but avoid any real customer service. Liars abd thieves. I will never purchase anything from them again and would advise everyone else to avoid them.

I ordered a fragrance as a gift. It arrived in the post. The box was crushed and split. I contacted customer services and explained the situation in that it was a gift and I didn’t have time to return the item for a refund/exchange and so asked for money to be knocked off. This was refused. Disgusted.

Very disappointing experience at the Scarborough Town Centre Zara location. I purchased four items and tried to return just one item only 2 days after the 30-day period. I was not even asking for a refund — I simply requested store credit — but the cashier refused and told me to contact customer service because it was “over 30 days.”

When I called customer service, the representative was unhelpful, showed no understanding, and ended the call abruptly without offering any solution. What makes this even more frustrating is that my receipt was sent digitally to my phone, and nowhere on it did it clearly mention the 30-day return policy.

The lack of flexibility, poor communication, and terrible customer service were extremely disappointing. For a major retailer like Zara, I expected much better treatment and professionalism.

I rarely shop at Zara & now I remember why. Charged €4 for delivery and another €2 to make a return?!? Maybe take a leaf out of your competitor’s books Zara.

I specifically selected home delivery, expecting the package to be delivered to my apartment address. During the delivery selection process, there was also an option stating that the package should not be delivered unless I was personally present to receive it. I did not select this option.

However, when the courier did not find me at home, the package was directly redirected to a GLS center located approximately 40 minutes away from my home instead of being delivered to my apartment.

This caused significant inconvenience. I also contacted customer service afterward to ask whether the package could be delivered again or returned, but no practical solution was provided.

I find this situation disappointing, as the delivery service was not properly fulfilled.

Customer service has gone downhill
Everytime I order, it doesn’t arrive at the date stated and I have to cancel and wait forever for my refund
This is unacceptable
This has happened for my last 3 orders to be delivered in the Brossard store
I am no longer ordering from Zara and will turn to companies that value their customers

I placed an order through the Zara app with delivery to a pickup location from the list provided by Zara. After receiving an email saying that my order had been delivered, I went to the pickup location, where I was told that they do not accept such packages and that the order had been returned to the driver.

I contacted Zara customer support via chat, where I was told that according to their information, the order had been delivered and there was nothing they could do to help. When I asked what I was supposed to do in this situation, they kept repeating the same thing: “According to our records, the order was delivered, and we cannot assist further.”

The next day, the FedEx tracking number started showing that the package was being returned to the sender. I contacted Zara support again and attached a screenshot of the FedEx tracking information, but once again the representative replied that, according to their system, the order had been delivered and they could not help me.

As a result, I was left without the order and without the money I paid for it.

I consider this absolutely unacceptable customer service because, first, the pickup point information in Zara’s app was outdated and inaccurate, and second, in a situation where it was clearly not my fault, Zara’s employees refused to do anything at all to resolve the issue.

I purchased a vest top priced at £7.95 yet at the till paid £9.99! I didn't realise until I got home as the shop girl was incredibly rude and arrogant, no 'hello' or'thank you'! and a grumpy face!! It was at High Street Kensington. I'd like a refund for the difference in price and an apology from the rude assistant. This has also inconvenienced me having to complain and rectify a mistake made by your company.