"I made many online orders from Zara and didn't have an issue until this time. I received an email saying that my package was ready to be picked up 1 day before the 30day return policy after contacting customer service to check on my package status. I wasn't able to pick up my item til the next day and found that 2 items did not fit well. Contacted customer service again about returning the item as it was not my fault that the package for instore pickup was lost for almost a month. Received a call from a "manager" that they cannot give me a refund and it is their "final decision". Would not budge, not even store credit. Every time I try to say something, the "manager" just repeats that no refund can be given and asks if there's anything else she can help me with, like a robot. Unbelievable.
"
"Horrible customer service both online and in-store. The inside tag literally fell off one of my items I ordered online when I was trying it on. The item didn't fit, so I tried returning it (with all other tags attached) in-store, and they wouldn't accept it - and they were incredibly rude about the whole matter. I then called customer service to tell them about what happened, and they told me to send pictures so they could put it in for some sort of "quality review". After a couple of days, they got back to me and said that they could not accept the item. I called back to argue and they told me they're going to create another "case/review" for me and will get back to me in a couple of days - I don't expect anything different though. I'm incredibly frustrated/upset. Because of their customer service - from both this experience and other reviews I've read - I'm no longer shopping at Zara. It's a shame because I've been shopping there for years and have bought countless products from there. It was THEIR fault 100% - and now I'm out the money I spent on this purchase plus the time I've spent trying to return in store/call customer service..."
"customer service said can't do nothing with that; no refund no apology, not even a promise to improve their delivery system.
I wish I check this website before I bought Zara.
SAD:("
"I bought something online a few weeks ago,I select to send it to my closest Zara to work to pick it up on my break,I received an email saying that my purchase has been delivered,my surprise was that actually my opinion didn't go though and the sent it to my previous shipping address that it is my previous jobs address temporarily close,I went there to pick up my purchase and the builders told me they didn't received anything,I have been calling Zara customer service,several times and they don't give me any solutions.
How the courier send a parcel to a shop that is close without asking for the name,ID or telephone number of the person who pick up my purchase.
I have been calling customer service several times and they don't give me any solution at all, and this point I just want my money back"
"I recently bought sandals online for €49.99 only to discover when removing the tag they are being sold for €39.99 as the sticker was actually on them. When I contacted their customer service Ibwas told the price changed, yet they are still being sold online for €49.99. At least of your going to over charge people be clever about it and put the right price sticker on it. "
"Love designs but when I order from ZARA.com I received lots of defective items. This white shirt came with a red tiny dot and here was a sticker with arrow next to it. Pointing the dot. A straw bag had pompom pompoms in front aren't evenly positioned at all. And a pair of pants came with a security tag a cashier usually removed when you check out. They need to be more careful so that we don't need to go through return process and wait for a refund."
"Items delivered to wrong address. By the time I received them the returns window had passed. Zara would not allow me to return any items. Unhelpful and rude customer service in store, via chat, and over the phone."
"I never write reviews! I shop on Zara 1,500$ annually the few years. I always had my issues with them but recently they got worse. I purchased 300$ in items and sent back 100$ worth of cloths that didn't fit my kids. They decided to only refund me half. When I called customer service they claimed they only received half the items. I asked to speak to a supervisor but that never happened. I decided to stop shopping with them for now.
They also used to have the return labels ready in the box which made things more convenient, but to make things more difficult to the customer they abandoned that practice. H&M and J crew do the job!"
"i was in canary wharf zara and trying on a jacket in front of a mirror on the shop floor. an extremely rude shop assistant came over to me and told me to stop doing that as it is now not allowed and i should go to the changing room.
well, for me, this is absolutely disgusting behaviour. i was going to buy the £70 jacket, as i liked how it looked on me.
the shop assistant was nasty.
i went downstairs to ask the lady in the changing room is this policy? she said she doesn't know.
absolutely appalling. "
"I have never experienced such bad customer service in my life! I ordered online and even paid for express shipping. I was so excited when I tracked my package 2 days later and it said it was delivered and left at my front door. I have never had a problem with packages being left at my door. When I got home there was nothing at my front door. I immediately contacted FedEx and they told me to take it up with the shipper so I contacted Zara and they could not be more unhelpful. It has almost been a week with no resolution. I had to reorder the same tank tops because I needed them for a bachelorette party and was running out of time. I had to ship them to a FedEx location to make sure they actually made it into my possession this time. I let Zara know I had to reorder the same items and they still have me the go around and said they still need to investigate. Any other respectable company would immediately refund the money without question. Never order from their online site!!! "
"I don't recommend any one to shop with Zara onlin I had a bad experiences twice with Zara online
They failed to deliver to my house then when I contacted them they said there was to mistake in the delivery however after weeks of phon calls with them they replaced the first item
The second item they denied and they wasted my time over a back and forth investigation and phone calls and emails it was such waste of money and time
I'm so upset I will never order from them again
I never had anything like it even when I order from sellers from china through eBay or amazon"
"I love Zara's clothing, but their customer service is beyond appalling. I placed an order in January, which I never received. After I contacted customer service, I was finally able to find out my items had been lost in the mail, fallen off the truck, etc. Two more phone calls and a webchat session later I find out they will not be able to replace anything from my order (3 pairs of pants, 1 pair of shoes) except the shoes.
They send the shoes and they are sadly just not what I expected, so I decide to return them. This turns out to be impossible because they are not correctly linked through the online system to the original order. So, I print out every online receipt, order page and piece of information that I have and mail it all together as a return.
That was over a month and a half ago and I still have not received a refund. When I try to contact customer service via chat, they tell me I should be receiving it in 10-15 days. But, that was three weeks ago at least. Today, I tried to follow up and they told me there was nothing they could do and immediately ended the session...
So frustrated. Great quality and style is nothing without good customer service :( "
"I went in Zara in Lake buena somewhere around the Disney stores. This gorgeous Knit top caught my eye and immediately get it and go try it on. I tried it on, I loved it, I took it off. Because of the great lighting and good body mirror I took some pictures of myself in my own clothes. I must have startled the workers because a black women took a $30 top in the fitting room and took waaaay to long taking selfies. Because when I came out the dressing room, I was IMMEDIATLEY approached by a worker who reached out his hand in full CONFIDENCE to take the shirt out of my hand, and when I pulled the shirt closer to me, this man says to me "OHHH you're going to get it?" ....wtf, where THE **** do they do that at? My feelings were so hurt, and I was embarrassed. If you want to be made fun of by the broke&boujee Zara employees please go ahead. If by ANY chance that employee sees this... You work at Zara.... you're not getting paid that much!!! I could have bought that shirt 1,000 times and my bank account would still stomp that **** you make. Please consider other people's feelings."
"I'm going to start out by saying that I have been a long-time customer who has bought a large number of items from Zara in the past, and their items are not cheap by any means. However, with that said, I have NEVER been this incredibly disappointed by a stores quality of customer service with reference to their online shop especially toward customers who have invested so much of their time and money. For my mother’s birthday, I wanted to surprise her with a great quality leather jacket which automatically made me think of Zara’s jackets. For reference, my mother is a small in everything including Zara. However, when I received the item, it looked like it was meant for a small child. From there, I had a long process of buying: the medium was still way too small with awkwardly large shoulders, and the large had excessively long sleeves in regards to the size of the rest of the item. It was a total nightmare of a process and very disappointing as it was for her birthday and I could see how sad it made her. Women owned corporations should never have clothing that make a woman feel like her body is overweight especially when she is nowhere close to being overweight. It should be made to make her feel confident and highlight the body which Zara has been known for.
However, what was more disheartening than the item itself was Zara’s online customer service. I had tried several times to return the medium before the month from the purchase time was up. Nevertheless, the return button never appeared on my account. I didn’t have the time to call to sort it out so next thing I know it’s been a month. Also, when I went to return the large as it hasn’t been a month yet, the return label was never sent to my email. I only received the email stating “return request is in process. You will receive the return label by email within the next hour.” 10 days later, I have never received the return label. Therefore, today, in the midst of finals week at University, I had to call Zara’s customer service to figure out what was wrong. I politely expressed the situation to the woman who answered and she rudely dismissed everything I said. Furthermore, she kept having me repeat my email address, made me wait, and then again repeat it. It felt like she was trying to have me hang up and not deal with the phone call at all. After some time, she stated in a completely disinterested manner that I needed wait another hour to potentially receive the label. If not, to call back. Then, I had to ask about my order and discussed the situation with the medium jacket all over again, only for her to say that I couldn’t return the jacket even if it was misshaped and their mistake. She wouldn’t even let me have store credit which means they wouldn’t lose the money from that item. When I asked to speak to a manager because I do realize that only certain people can make calls in regards to returns and such, she was condescending and said no one else would help me. I politely asked again twice and finally spoke to a returns manager where I was talked down to and told that I have to now write an email to ****@****, attach several photos of the item proving that the item is faulty, and maybe get my money back. Overall, I had wasted an hour or so on this phone call, completely disrespected, and will not be buying or recommending Zara until this is rectified. If not, I will no longer be wasting my time and money on a company that has such complete disregard for their customers. Honestly, Zara made a situation that was supposed to be special for a woman who deserves to have a beautiful jacket that makes her feel as good as the person she is, to one that has left me feeling dismissed, exhausted, and little oppressed.
"
"Not impressed!!! I was 2 days late on my online return which one day was a Sunday and Postal Service wasn't open and the other day was Thanksgiving which again no postal service. All products still at full retail value online and they will not do anything for me...no store credit or return with a restocking fee....nothing but say they are returning the items again to me. All employees and the manager I talked to said they were "so sorry", but there was nothing they could do because it just goes through the "system". Maybe they should no longer have jobs since they don't provide any customer service anyway! Just let the computer 'system' do the job for them..."