Zara Reviews 3,411

Wow- as someone who has worked in the legal team of retailers for 15+, it seems clear that Zara adopts very poor consumer practices. If you want Next Day delivery - please be aware that this can be “disapplied” at checkout without notification. I.e. you choose next day and you are expecting a delivery the next day that won’t arrive. Both my sister and I have experienced this in the last two weeks.

Customer Services deliberately misled me on the issue, implying that I chose standard delivery and eventually conceding that next day delivery cannot always be met (I have screenshots!). The chat then mysteriously cut off!!

My receipt shows that next day delivery fee was removed with a “promo” reference. This appears to be a deliberate attempt to mislead consumers and prevent them from deciding against a purchase if it cannot be received next day.

ALSO - two customer service chats were cut when I asked for evidence etc. I see from the reviews here that this appears to be standard procedure from the retailer. Will be referring to the CMA - as very much looks like deliberate misleading practices rather than a UX checkout issue. Don’t expect action on my single complaint but a pattern of behaviour will raise concerns..

I’m extremely disappointed with the customer service from Zara. I’ve contacted them multiple times regarding my refund and keep receiving responses saying the issue has been resolved, when clearly it hasn’t. A month later, I am still waiting for my money.

This level of service is unacceptable. The lack of follow-through suggests poor management and an inefficient support system that needs serious improvement.

I will take this further.

The very worst company I have ever dealt with
It’s a shame because the products are good but customer service is zero
I returned two rugs and got a confirmation only one rug had been received back. I sent both back together
I was asked the same question over and over again with each chat . You can’t actually speak to a human being, no phone number and they don’t answer emails until long afterwards
Customer service is appalling Avoid
£70 out of pocket

Terrible company you can’t get to speak to anyone and they keep you waiting for so long then when you connect with agent they ask you to give all details then pass you on to a so called specialist team it’s the worst customer service ever!!!!
My experience was order not delivered to a collection point but they said it was there go and check again, I never received notification that they had delivered my order and I could collect
3 times I went but no parcel.
finally agent said they had a problem and couldn’t deliver part of my order so he cancelled it and refunded me said that the other half of my order was delivered So back again I go still no parcel, on the chat line again told they were investigating with the delivery company and I should hear back in 48 hours, so I waited no contact from them after 4 days back on chat for well over an hour just going over and over the same issue.
I got an email 2 weeks later to say it had been delivered according to the delivery company but they were willing to allow me to re order you can not reply to the email address and you can not raise a formal complaint , my situation is so frustrating and disappointing annoying but they don’t respond to you the way respectful company would.
Today I went through it all again finally said the would refund me, I said that they should offer me a gesture and make me a happy customer they assured me that would happen Well it did in the form of free postage on my next order, what an insult the time I have wasted and the money they have held on to for weeks now, will never forget the hassle of online shopping with ZARA 😡

I ordered an item of clothing on 23/3/26 which was scheduled for delivery on 24-25/3. It has never been delivered. It is showing on my account as collected by courier but not delivered. I am getting nowhere with Zara customer services. I just want a refund including the postage I paid. Terrible customer service. I will be taking this further.

Appalling customer service - still haven't received refund after requesting numerous times and being reassured I will get refund.

stood in line for forty minutes just to be told they wouldnt take my return, staff was super rude.

Completely refused refund on a faulty item where the zip had broken and I had returned within one week of purchase. Terrible customer service, problem has been shut down multiple times with no option to escalate and keep getting the same automatic refusal email.

1. Forgot to-do refund for me 1 items return to store by purchased online : I hot back to asked for check the cctv and they said no but I certainly I returned this item to store and security check again, yes I did returned it.
2. Refund wrong item for me by purchased online : I kept one item return one (with same order) but return for me wrong.
3. The items that I returned to store (paid with Klarna) they have reference transaction, email, digital receipt from refunded. But my case it is conflicts with their documents even Klarna investigate. What the point of my receipt that it shows Zara refund but I still have to pay back to Klarna. How they solve the problems with conflicts with the document all I have.
All I got an issue within 12 months since I did purchase online with Zara. But it never happen with h&m.

I bought a bottle of Golden Decade from Zara in Santa Monica and loved it. I have several expensive perfumes however this one gets more positive comments than any other I’ve worn.
I now have three bottles and hope they don’t go out of stock
I did receive one by mail
From the on line store and had no issues whatsoever
Thank you Zara

Really disappointing experience at Zara.

Customer service is extremely poor — staff come across as unhelpful and quite miserable. When asking for assistance, it feels more like an inconvenience to them than part of their job.

I was told a size would be brought out within 10–15 minutes, but after waiting 25 minutes with no update, I left the store.

Basic communication and customer care is completely lacking. I won’t be visiting again.

Really awful experience with online delivery to store. Received a text telling me the order was ready to collect and then an email saying there was an issue with my order and I couldn’t collect. I raised a query via Chat - very ineffective - and raised my concerns. I the. Received an email saying there was an update and I could I contact customer services. What a waste of time - there was no update! Then I was told my order was cancelled! I asked to speak to a manager and that was refused. I asked for the Head Office address and that was refused. Still waiting for confirmation of my cancelled order - I have been told I’ll have to wait 14 days for the refund. Absolutely terrible.

Terrible customer service. Didn’t deliver parcel and then claimed my name was wrong so couldn’t refund me. Total scammers

This company has no regard for customer service. It really doesn’t care. We ordered a jacket that we had seen on a recent visit to Vienna. We traveled to Southampton to buy it only to be told that it was only available online. The store assistant helped order this online and we paid fir the jacket in the stshore. When it arrived it was different from the one in Vienna. We contacted customer service and we were told that there were different designs for different markets. We asked to return the jacket but were told that we had to return it to the store despite the fact that it was bought on line. For us this involved a roud trip journey of 110 miles and was quite unreasonable. After many calls it was agreed that we could return it via Royal Mail and would receive a refund within 14 days. They supplied a return label and the tracking confirmed it was received by Zara. However they then insisted that we had to return to the store for a refund despite the previous agreement. Eventually they agreed thst we could return it to a closer store although that was still some 30 miles away. We went the store only to be told that, without the jacket, we could not get a refund. After a lengthy argument with the manager we eventually got the refund . The whole episode was one of the most stressful and distressing shopping experiences that we have ever encountered. The return cost us £40. In transport costs as well as 3 hours of wasted time. The end result is that it is extremely unlikely that we will never shop in Zara again and we hope that this will be a suitable warning to thers who might be caught in a similar situation

Appalling service ordered 2 dresses online received 2 bottles of perfume instead!When i receive the dresses after getting them reordered taking a whole hour over their chat line. I decided they were poor quality and sent back the same day. Despite order showing as returned and processed I still haven't received my refund of £71.38. I was given a case no CAS5497230Z350N7. And promised someone would contact me. Its been 4 days with no contact. I have also emailed PA to CEO no reply I am now having to try to get my money back through a claim via my bank.

If I could give zero stars that would be more appropriate to the appalling customer service. I paid for next day delivery . Order delivered to wrong address. Other than WhatsApp message to a rude agent , who did nothing other than pass internally to another department which I cannot contact directly, no other immediate assistance is available. I’m told they have their processes which must be followed. I have to wait for an email at some unknown date in future, to which I’m told I can’t respond, which will advise me of next step. As the goods were accepted at the wrong house I was told Zara will not even guarantee my refund. Apparently all I can do is now wait for them to respond when they choose to let me know what they decide. I paid for next day delivery as goods required for holiday but these will not now be received in time. Meanwhile Zara have my money . Appalling customer service and very little care for the problem they have caused. Avoid

scam company

If I could I would give you no stars! My niece and her friend went into Zara at the Fort in Glasgow, she tried a couple of Items on and decided they were not for her, she gave them to a male staff, and she was polite and said no I'm not going to take them, he said to her 'SOUND' full of sarcasm, do the staff at 'ZARA' think they are working in 'Harvey Nichols' or 'Selfridges'? its a high street store, I have never once been treated with respect in all the Zara stores, I suggest that management put them on a course of Public Relations!
I feel so sorry for my gorgeous niece as it was her FIRST salary, I will not be shopping in there EVER again.

How long does it take for an online order to be sent to my local store for collection. Been waiting weeks!!

I will not be shopping at Zara again after the recent incident in Bristol.A young person clearly in distress should never feel unprotected in or around a major retail store. large brands like Zara benefit from heavy footfall and public trust, and with that comes a responsibility to act when someone is vulnerable. From what has been reported, that duty of care simply wasn’t met. Until Zara demonstrates meaningful changes in how they protect customers , I will be taking my business elsewhere.
Shopping should feel safe. Right now, Zara doesn’t.