Zara Reviews 3,411

I went there earlier today to return trousers but had accidentally deleted my receipt. The assistant wasn’t particularly helpful but I then went to Zara near Tottenham Court Road they simply put entered my phone number which brought the product up immediately and refunded me within minutes!

I ordered an item over 10 days ago and it has not arrived. Happy to take my money. I will never order from them again.

BOYCOTT Zara in Bristol staff refused to assist a young white girl who ran into the store for help while being chased by a mob of black girls. The staff put her outside where she was badly beaten and not one staff member helped or phoned the police. BOYCOTT

worse customer service ever!! i returned 3 items and only got a confirmation to say im getting the refund from 2??! and there’s no contact number or email!! horrendous considering they are a big company! they are just scamming everyone’s money

Where is my T shirt online order paid 27.2 2026 .To pick up in store account states sent 4.3 2026 . Now on 16.3 2026 and no t shirt ..No more updates from Zara since the 4.3 2026 no t shirt where is my t shirt

I purchased 3 items on Saturday in store and paid at self check as I have many times. I requested the receipt was sent to web I have never received an invoice and my account doesn't even show I purchased anything to I can track a receipt via my account.
I have tried since arriving home Saturday to request an invoice via chat line and whats app just going in circles this is absolutely crazy no one can actually deal with this matter

Allowed a young woman to be savagely attacked and afforded her no safe refuge. Disgusting but unsurprising given the nature of Zaras ownership/leadership shame on you

Appalling. Disgusting..Got as far as me threatening court action.
I Dropped my items into the store drop for an online refund. It was processed promptly saying my refund was due.. it was a big amount - £1300. Six months later, still no refund.
I sent Multiple what’s apps to customer services (as that’s the only way customers are allowed to deal with things) and a few store visits, nothing.
My local store is Liverpool - I was treated in such a disgusting way by the manager. Honestly - wtf? Meanwhile, I’m very concerned and getting stonewalled by ‘customer services’ on what’s app.
I went into two London stores - they restored my faith in staff as they were actually understanding and nice. Shame on you, Liverpool female management. Even the London store said it was an abomination and they’d never known a case this bad. Six months and getting endless spurious reasons my legit refund of £1300 wasn’t being sent, or even gaslighting saying it had been sent, but incorrect amounts much higher - just nonsense. 😱
Eventually, after me asking for the details of where or who to send the court action letter to (I’d gone to the Citizens Advice Bureau and they gave me a legal letter template to give notice of proceedings for this very thing) the refund appeared in my bank account the next day.
Shopped at Zara for years.. my entire wardrobe is pretty much Zara, sadly and lazily.. not any more, but what do they care?? They’re massive and I’m just one person.

Never shopping with Zara again. Shamles! Online service is worse than dreadful. Wrong item recieved- charged for 4 items which I ordered, return showing as received but not processed or refunded - £84 down. What's app /chat a waste of time and quite rude. Have had to write off ever getting refund...... looks like many others have same issues.

I have ordered quite a few things online recently and had no problems.

However, as Zara like to send the order in multiple deliveries I only received part of my order. 2 weeks later; still no update on where the rest of the order is? Items were in stock when I ordered and none of the usual emails from Zara to say the items had gone out of stock.

Contacted Zara on chat and WhatsApp. Got 2 different answers. Eventually they refunded the part of my order that hasn’t even been sent yet! No explanation, nothing. Just an email to say your order has been refunded. I didn't ask for a refund on chat/whatsapp. I want the items I’ve ordered?

I feel like their customer service is pretty awful. No communication until I contacted them. No updates. It’s a lottery really as to whether items are sent!

not bad clothes and quality but service should be better

Updates: 24/3 Paypal had to step in to refund me after 2 weeks of no refund showing up!

7/4 Zara only got round to refunding PayPal now saying allow 14 days…almost a month after the e-card was cancelled, I suspect that PayPal forced that too!

11/3 I ordered a £40 egift card online, and received an email confirming and I awaited for an email to come of the egift card, I selected the animated 'Limited edition' Butterfly card. nothing came. If you login you can 'share' the card but it is a link, a glitchy one that works only if you are signed into a zara account too, no card at all.

I jumped on a chat but it was useless, asked me for my address, I said why you don't have that anyway, then a registration number...looking in account there was no such thing, so I pressed refund...received no email about refund. The chat agent said it will take 10-14 days... I said I just wanted an email confirmation but they said sorry for inconvenience and will pass feedback on and ended the chat.

For some bizarre reason people like Zara egift cards and they always bring drama as e cards never arrive... so I hate buying them and now i am going to probably end up fighting for a refund back as I have no email evidence other than a chat to get this sorted.

Come on Zara, you need to work on customer experience here...it is very poor !!!!

WARNING ZARA DON'T PAYOUT REFUNDS FOR RETURNED ITEMS - Dreadful online returns experience - Zara don't pay out refunds for returned items - I returned 4 items, 3 out of 4 items were refunded but now for over 2 months they have not refunded the 4th item it's showing as pending refund in my account and weekly chases have been unsuccessful they give the standard script they will get updates to me in 24/48 hours but nothing. You can't contact them and they don't email it's on an online chat where you have no record of the conversation - there is a facebook group of over 1000 people experiencing similar issues so be very careful doing online returns.

Made a large order and received it tonight- with 8 items missing. How is that even possible? After being assured that ‘all the orders go through a strict quality check at the warehouse’, they’ve now gone to investigate. I won’t hold my breath given all the great reviews here.

nice clothes cheap and easy to return or swap if needed

Zara has the worst customer service ever

I bought a bag in store and the clasp broke within weeks. Zara’s response? I have to travel to a store just to have it assessed. I don’t live nearby, so this is extremely difficult. I’m not in any way refusing to return the item but there should be alternative ways to do so.

Their live chat is useless, messages took hours to get a response, then the chat closed within minutes, before I could reply. The complaint team just keeps repeating the same thing over and over again, without actually helping.

Faulty goods should be repaired, replaced, or refunded without causing unnecessary inconvenience. Zara clearly doesn’t care. This has been one of the worst customer service experiences I’ve ever had.

The worst customer service ever , the Agent Varsha was rude and not helpful at all, they closed the chat without even hearing me . Its been 2 months that they dont solve me the problem with an order yhat i never received .

Shambles of a company to deal with ! Just recieved my refund after 4 months of constant WhatsApp chats , promising my refund then it not happening so contacting then again only to go round in circles . Will never buy anything from them ever again !

This would be a zero if possible. Awful customer service in every single way. So bad it would prevent me buying from them again. How such a large company operates this way is a shock and something I have never seen before.

Terrible service. Ordered a winter coat for a trip away - promised next day delivery, 5 days later still no coat, no response from customer service, flying out today. Now have to return the coat if it ever does arrive.