"I spent $170 on zara.com. One of the items I bought was a pair of children leggings. After one wash the leggings were completely pilled and looked terrible. I contacted zara by phone and they told me to send an email with a photo. I did this and got a computer generated email saying the email address was no longer valid. I called back and they said they no longer have that email address and to instead get online and chat by message and send the photo. So I did this and the person told me it would be reviewed and someone would get back with me. Several days later I get a call saying it wasn't the manufacturing so they will not issue a refund. Mind you, I am asking for a return of $13 and I will gladly send the leggings back and this is on an order of $170. But no, they will not stand behind their products when the fabric they choose does not hold up after ONE wash. Terrible customer service. This would not happen at Gap or Jcrew. Companies in my opinion that offer WAY higher quality clothes. "

"I purchased a pair of trousers from zara.com. The second time I wore them (washed, but did not put in dryer, had only 20 days), I noticed a defect and tear along the stitching of the back pocket. I contacted their customer service (if you can even call it that) and requested a replacement pair, exact same style, size, color.

After sever back and forth emails and a live online chat, they requested I send a photo of the defect. Really? It's a $29 pair of trousers I've worn once! Anyway, I obliged with photos and all the other information they requested. A few days later, an email thanking me for the photos with an explanation that they would NOT exchange the item because they are not in the same condition they were in when I bought them. WELL, NO KIDDING.

I immediately sent back a reply which went ignored. A few days later I sent them another reply telling them I would give them negative online reviews if they did not make a better attempt to resolve this issue in a timely manner. Again, that went ignored. I'm keeping my word by submitting honest reviews everywhere I can possibly think of, and I'll never shop there again - store or online.

So... If you want to shop at a company that does not stand behind the products they sell and has no concept of customer service, by all means, take a gamble on zara."

"Ordered two handbags and within a few weeks started falling apart at the handle. I reached out to the store expecting a quick response to exchange the handbag and was told NO.

They did not want to take any responsibility even though I wasn't asking for my money back; I was only asking for them to send me a replacement.

I was actually shocked because in the staying age there so many choices and you can't build brand loyalty when you don't take care of the customer.

I will never ever purchase from Zarra again ."

"I bought two jackets, tried them on, put them on my couch while I tried on other things. Ordered a larger size and then returned the two original jackets. Their warehouse decided that I was being deceitful and had actually worn the jackets and then returned them because they saw dog hair. I have 5 dogs, nothing comes in or out of my house without getting dog hair on it. They said it was covered and the clothes smelled worn, whatever that means. They sent the jackets back to me, and of course they weren't covered in dog hair - one had a little dog hair on it. Regardless, I called and asked why would I have ordered two replacements if I was going to wear them and return them. They just kept repeating their warehouse comments and return policy. I don't like being unjustly accused, especially from a business I spend thousands of dollars with! NEVER shopping with them again and they could care less!"

"Please do yourself a favor and DO NOT order from them online. This is by fay the absolute worst company that I have ever ordered from. I placed 3 different orders from them this year and they somehow managed to screw each order up without claiming blame or rectifying their mistakes.

Now if your asking why I made the mistake of ordering from them again after the first or second time they screwed me over, is because one I actually liked their clothing and two I thought I would give them the benefit of the doubt since mistakes happen.

It was the worst decision that I have ever done, the first order I placed was for a holiday gift and I had the 5 day shipping, after a few weeks of waiting for my order and not receiving it I had a trip planned where I was leaving the country, I called to ask when I was going to receive my order since I don't want it to arrive when I am out of the country and they told me that yes it would probably arrive when I am not here. I asked if they could please expedite the shipping for me because it has taken way over the time that it should and I WON'T be there and I needed to gift them. They refused and so after weeks of waiting I had to cancel the order.

Order # 2
I shop online often because I don;t have the time to make a trip to the store. So this time I placed an order for a few items I needed including a flat shoe that I was desperately in love with. I receive the order and it comes with only one side of the shoe, ..... ONE side. I gave them a call and they instructed me to basically prove it by emailing them a picture of the item with a detailed message of the issue. I called them after that and they said that they don't have anymore of my shoe size and I should ship this one back if I wanted my money.... No apologies and no cares given.

Order # 3 and by far the worst EVER!

So ZARA is having a Black Friday sale that starts at 8:00pm est, I decide to why not place an order. I set up my bag ahead of time to make sure that I receive the items I wanted in my size, and I place my order about a few minutes after 8:00 pm, I receive a confirmation that I will be receiving all of the items I ordered.

I wait over the max shipping time over the 5 day limit that they claim is their max (its a lie) I finally receive my order and I am super excited. I open it, and you guessed right it is not my order it's someone else's order. I immediately called asking if they could please ship me my correct order immediately so that I receive my items before they are out of stock. They refuse to do anything until they receive the wrong order they sent me.

I explain to them that I currently have finals as well as work, so I won't be able to ship back the wrong order until at least a week or so. I asked them to ship me my order that I was supposed to have a week ago and if I don;t ship the wrong order back to them they can charge me for it.

Once again they refused to do anything until I go out of my way wasting my time that I thought I saved by shopping online and shipping them the wrong order back. I asked them that if I neglected my life and responsibilities and did that would they guarantee that I would receive the order that I meticulously chosen and made sure to order ahead of time so that its available and they said no.

Moral of the story ZARA basically wanted me to work for my OWN money, I placed my order, received the wrong one, did them the favor of returning it immediately since they promised to send me my order in two days but its been almost 10 days and nothing.
No refund, no email confirmation and no order.

I just gave them a call now and they said ow yea this was supposed to be processed a while back, by the way the items you ordered aren't available I guess you earned your refund now........


WORST COMPANY EVER!!!!!!!!!!!!!!! "

"I have ordered 2 pair of shoes online last year, one of the shoes's heel broke as I was putting them on. These shoes have only one year wear, both summer shoes which I don't wear often, most of the time for work obviously during spring/summer, they are bright red. I contacted them and after emails back and forth they said that the shoe does not have any malfunction that it was my wear that probably cause the "heel to break". I do not recommend zara.com as you can get the same quality of shoes FOR CHEAPER somewhere else, like those online vip- shoes websites. "

"I had always shopped on Zara.com and placed another order of $511.37 (including tax) and also paid for expedited shipping so I would receive my items on time. I NEVER received my packaged and when I called to check on my order, they said they confirmed with FedEx that they had dropped of my box in front of my door, with NO proof-- except for a "word" confirmation from the driver that they had dropped off the package and decided to CLOSE the case on both ends, which gave me NO right to contest the case AT ALL. I tried calling FedEx and they also told me they are not allowed to speak to me about this package because of their contract with Zara.com and I am left paying for a $500+ order with No merchandise and feeling completely helpless in just taking a huge loss. I have always been a loyal customer to Zara and really disappointed in how apathetic and unaccountable they are in the loss of my package..."

"Fantastic customer service and good quality of products. "

"I have been ordering items from zara online, and t he experience has been always wonderful, it comes on time, the items are perfect, the packaging is really professional, if you have a return they make it easy and the items once you recieve them are just the one you have seen on the web, it does change color or quality... I highly recomend this Spanish retail company!!!"

"I ordered a few shirts on zara.com Canadian website and was very happy with not only shirts but also the packaging and how nicely everything was organized. The return label was there printed on the sticker, the invoice looked very nice. Everything was presented perfectly. Great online shopping experience."