Zara Reviews 3,411

I received a text notification saying my parcel had been delivered. As I wasn’t home and knew nobody was in I enquired with some of my neighbours if they had received my parcel, nothing. I contacted Zara customer service who offered no customer care telling me it had been delivered and there was nothing they could do. I asked if they had the house number they delivered to. I was informed they would check with the delivery company and let me know. Instead I received an email stating my delivery was complete and they could not help me.
I went in search for my package and eventually I found it. I paid for delivery and the very less they could do was to get a house number if they deliver it to another house number.
The customer care assistant offered no option's and the service was devoid of any customer care.

Dear Sir or Madam,

Good afternoon.

Today I visited your store in Nottingham, United Kingdom. As I was shopping with a small child in a stroller, I went into the fitting room to try on some clothes.

The store employee who was present in the fitting area addressed me in a very dissatisfied manner, using an unpleasant tone of voice and a pointing, accusatory attitude. She questioned why I had not hung the clothes back on the hangers, without taking into consideration that I was accompanied by a small child in a stroller. Her behavior towards me was rude, impolite, and conveyed a very negative tone. I apologized in response.

After I left the fitting area to continue browsing the store, this employee continued to walk around and discuss me in an unpleasant manner with other staff members, which made me feel extremely uncomfortable.

I believe that such behavior is unacceptable, unprofessional, and reflects very poorly on your store. I expect respectful and courteous treatment of all customers, especially those visiting with young children.

Thank you for your attention to this matter. I hope appropriate action will be taken.

I am really saddened to have to write such a bad review but it must be done.
The customer service team close the chats when the conversation isn’t finished, they use evri which means parcels go missing. Mine did. They only just refunded my delivery fee (3 weeks after the refund of the rest of the order because i messaged 15 times) on my return which is my statutory right.

Dear Zara Customer Service Team,

I am writing to formally complain about the handling of my order 54107079251, which I did not receive.

According to your courier, the parcel was left at my front gate, directly on the street, rather than at my designated safe place, which is my front door porch. This location is unsecured, visible to passers-by, and not an appropriate or safe delivery point.

Leaving a parcel at a public front gate does not constitute successful delivery. The item was not handed to me, not placed in a secure location, and was therefore vulnerable to theft. As a result, the order is missing and has never come into my possession.

Your final response states that delivery was completed and that no further assistance will be offered. I dispute this position. Under UK consumer law, the retailer remains responsible for goods until they are delivered safely into the customer’s possession or to an agreed safe location. This did not occur.

I am requesting one of the following resolutions:

• A full refund of the order, or

• A replacement sent with appropriate delivery safeguards

Please treat this email as a formal escalation. If this matter is not resolved promptly, I will pursue the issue further via my payment provider and, if necessary, through consumer advice channels.

I look forward to your response.

There was only one cashier working. There was a line of six customers. I was second, but I waited 15 minutes. Another cashier approached her, but immediately left. The worst service I've ever had.

My son ordered me a gift voucher for Christmas with money he had saved. Unable to activate this card and despite messaging on every platform and using live chat I have had no resolution. Absolutely appalling service! Have requested either a new voucher or a refund but nothing. Such a shame as I have been a loyal customer for many years. Will be raising a dispute with the bank to try and recover my sons money.

Christmas returns policy is ridiculous ! I notice I am not the first customer to complain about this. To extend to 30 December is not really an extension!
Went in store to return and they couldn’t deal with my query! Then directed to WhatsApp (AI), what a joke!

What adds insult to injury is that one of the reason for return is one of my items, I have no idea what figure it would fit? Certainly not a standard one!

E mailed my complaint to Zara and I’m still waiting for a response. This is the first time I have ever written a negative review but I feel so strongly about this. They have now lost a regular customer, so disappointed.

I purchased a pair of trousers as part of a large online order. When I collected my order, one of the items had a security tag attached which I did nit want to remove myself for fear of ruining the trousers. I promptly contacted Zara via online chat to report the issue. After 30 mins of chat whereby agent advised me to go into a Zara store to have removed, I refused without some sort of recompense as this would take me time and cost to drive to my nearest Zara store. The agent said she would raise a case ID for me and somebody would get in contact with me. After more than a week I contacted Zara once more and spent a further hour on online chat. Only to be told that I must either return the trousers ( I wanted to keep them and Zara were sold out so replacement was not an option) or visit a Zara store. I am a very good customer of Zara and I understand that mistakes happen however Zara expect customers to resolve their issues and mistakes. I am very angry that Zara do not want to offer any refund or goodwill gesture and have flatly refused. Their customer service should be renamed botsrus as all responses via online chat could have come from a bot! This has left a very good Zara customer very unhappy.

Bought an item they sent the wrong item reported by chat they arranged a replacement that also arrived wrong reported again they wanted me to pay to return I refused and they arranged a collection with ups, ups never turned up, chasing with Zara is non existent they have ignored my last 3 emails chasing this do not recommend ordering online

Absolutely abysmal customer services. Wont answer queries or complaints and deliberately cut live chat (the only way to contact them) short without allowing time to respond. I've received order number 54499680470 and FIVE items were missing. I reported this immediately when i received the first parcel. was told to wait until the second parcel arrived which I knew only held one item. Reported again that FIVE items were missing and have just received the following email: Thank you for contacting us.
We have checked with all the available resources at our disposal and found that our warehouse has packed all the items correctly. I can confirm that there was no error or omission found at the time of the delivery. Thus, we regret to inform you that we will not be able to process the refund for the item. We are sorry we cannot be of more assistance. Your understanding is highly appreciated.
If you have any further questions or concerns, please feel free to reach out to us. We will be happy to assist you further.

Please do not reply to this email.
Replies to this message are routed to an unmonitored mailbox.
Completely unacceptable!

I am extremely disappointed with my ongoing experience with Zara’s customer service and refund process.

I placed an order in late November with a total value of just over £218. All of this order was returned correctly and Zara processed partial refunds in early December, covering only some of the returned items. These refunds related to specific items and did not cover the entire return.

Despite this, Zara has claimed that all returned items have been refunded, which is simply not correct. I am still awaiting a refund of £77.97 for three returned items from the same order. I have checked my bank statements carefully and no further refund has been received.

I have provided clear evidence multiple times showing:

Which items were refunded

Which items remain outstanding

That the missing refund relates to the same order

Unfortunately, the situation has been repeatedly mishandled. Different transactions have been confused with one another, and unrelated cases have been referenced, which has caused unnecessary delays and confusion. As a result, I have had to explain the same issue repeatedly despite already providing all requested documentation.

I no longer have possession of the items for which I am still awaiting a refund, and it is deeply upsetting to feel as though I am being treated with suspicion when I have acted honestly throughout. The lack of clear communication and the refusal to acknowledge the missing refund has caused significant stress.

This situation should have been straightforward to resolve. Instead, it has become drawn out and exhausting due to administrative errors and a failure to properly review the evidence provided.

I expect transparency, accuracy, and fair treatment when returning items and requesting refunds. Unfortunately, this experience has fallen well below that standard.

If I could leave Zara no stars I would. I bought a hoodie for an xmas gift. Infact I had to order the same hoodie & return each one 4 times in order to receive one which wasn't faulty. One had a hole in the cuff. Another had stains on the chest. The other had scorch marks to the chest. Each time I returned even though I put a note in saying was faulty, I got deducted the £2.95 return fee. So each time, I had to go on their online chat to get it refunded. Online section doesn't have a return code for faulty. Why?The chat agents are awful. Send pre set responses. Send a message is there anything else I can help you with? And in the same instant close the chat. Not giving you one second to type a response reply. Awful clothing quality. Slow returns. Poor custmer service. Returned the 3rd hoodie, so waiting to see how long the return takes this time. I would add 3 trips to a parcel shop & pending refunds isn't worth the hassle or bother. Would not recommend. Will avoid using in future.

Poor quality clothing, unacceptable and unfair Christmas return window, garbage customer services. Refusing me a return for FAULY items after the return period. No clue about our consumer rights. Never again

I wish I could give less than one star!

I returned a skirt and bought the size smaller, which was delivered to Zara on 8th December, they are still to refund me, I can’t speak to anyone, they’ve ignored my emails and I’m getting AI on WhatsApp with no response…. Theives

Happy with my order. Bought from Zara for a while, and had no real problems except some sizes can vary. Items arrive quickly, always well packaged.

Horrible customer service, cannot get any response from advisors or courier service they use, delays on orders and just all over useless support from the company. Unhappy zero stars, no one helps and I’m not sure why we continue to shop with zara it’s appalling.

Been waiting for Ann otderplaced 10 days ago which has not progressed beyond being prepared. Was assured it would arrived by today which was the max delivery date. Got an email today saying it is now the 8th. Order still not been dispatched and unlikely to make the second date. Constantly told by your idiot agents that I need to wait until the max delivery date. Why? You clearly aren’t goi g to send it: luckily I paid
With PayPal so will now raise a case with them to seek a refund. I’ve used Zara for many years and never had this problem but it seems to have gone downhill with no way to speak to a human just a bit or an agent that may as well be a hot. Last Zara order from me. To anyone thinking of placing an order DON’T BOTHER.

Basically thieves. I’ve shopped at Zara for YEARS but this time they sent me damaged furniture, they sent a courier to retrieve the damaged item but failed to refund me after they received it. The chat service is awful and the agents cut it off and don’t read the messages. There are no proper channels to contact anyone. I would strongly suggest not purchasing large items or furniture from Zara. Still trying to recover my money via chargeback - Zara you owe me £119.99.

Dreadful picked up 2 pairs of track pants.went to till & the ones that had a 50%off ticket came up at 30% off,challenged the assistant who said it was tagged wrong ! Went & got the other remaining pairs with the same 50% off ticket & she said " they have all been marked up wrong" & walked off.
WILL NOT BE SHOPPING AT ZARA AGAIN
So done some detective work online & apparently Zara is part of a conglomerate of shops that include pull & bear who done exactly the same thing last christmas/new year with their pricing & I haven't been back there either.

The worst place on earth ! spent over £2k on home items and 2 items damaged and one never arrived. As I bought from Zara.co.uk they have no contact number and all done via chat. The chat is useless they never help and always say someone will contact in 24 hours. It's been 3 weeks and 8th attempt where nobody has contacted me and yet still say "someone will contact in 24 hours". This place is disgusting and will never buy form them ever again. Then they asked for broken items to be returned, however when I first contacted them they told me to dispose of the broken items carefully and provided them with all images. Yet they are now asking for items back. Honestly never buy from these people its the worst customer service ever experienced !

My Case Ref is : CAS-3615927-N7S4Z0
Order Number : 54062282571