ZARA Reviews 21,335

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.

Explained that a top we had purchased for my birthday was misplaced in the bottom of my wife’s wardrobe. Turned out to be too large for me. 30 day policy exceeded , I was happy with an exchange but no, they would not budge. The manageress at the shop where I purchased the top confirmed it was as new and would accept it back if confirmed by Customer Services.
All they care about is their profits and not their customers.

Never ever order here!! Just don’t.
Even paying extra for fast dilevery is a big lie!

I bought this wonderful pair of leather heel trainers 2241/720/802 for a holiday in Vienna. It took 1 week in Vienna for trainers to loose it’s sole. Shoes and sole gone apart in a week time. They also get dirty easy on try asphalt. Probably they were made for walking indoor. I have receipt and photos to prove but unfortunately there is no place to leave it here or on Zara website(

Always decent service, purchase regular, sometimes can have later than expected delivery or sold out items , but that’s expected on large websites.

If I could give 0 stars I would. The customer service team at Zara is probably the worst I’ve ever been in contact with. Don’t even bother calling, they are not motivated to find a resolution, won’t elevate your call to a manager, and won’t even be polite about it. I needed help with a return that was a couple days past the 30 day return window and not even an offer for store credit which for a company this size is ABSURD. The item is brand new, tags, original packaging just the wrong size and they wouldn’t even offer an exchange. The saddest part is Zara doesn’t even care that their customer service is horrible. This was time intensive and infuriating enough that I won’t ever purchase from Zara online again. In store customer service is much better so don’t even risk buying online.

Why do Zara call this “help” or “customer service”? It is completely obvious that this level of service is the result of unprofessional management with absolutely no competence in customer relations. It is astonishing that such unprofessional managers somehow manage to produce fairly decent clothing, yet are incapable of providing even an average level of customer service. An absolute dumpster fire and a perfect example of the lowest customer service standards possible today. Astonishing.

Always check their collection and find it true to size for top and not pants though. But recently Zara has gone out it touch with quality and style.

Yesterday I was quite disapointed with how I was treated at the store. I was looking for help to ask if they had a different size of shoes I wanted to buy, but no one offered any help and even when I asked the assistant to help me, she was not friendly or polite at all, clearly showing that she does not want to speak with me. I wouldn't give it a one star, because the brand itself is quite good, you get decent quality stylish clothes for a very affordable price, but situations like this do leave a poor brand image.

Beautiful cloths quality is great