ZARA Reviews 17,688

It is difficult to shop in the Cherry Creek, Denver Co. lication. They have no one on the floor to help. The one person I asked a question of was unsmiling and rude. They need to step it up.
Aritzia have people that say hello and check in for questions. So does H&M

Date of experience: April 26, 2025

Following up on my complaint that the delivery driver had stolen my parcel… I got in touch with the Zara customer service after Evri told me there is nothing they could do. Adity explained in repeating what EVRI had told me, that the parcel got “damaged beyond repair in transit”. Firstly, hardly possible since these were fabric shirts. Secondly this is clearly a cover up, failing to accept responsibility of poor recruitment and filtering staff members who take advantage of the loopholes within their delivery system.

This felt like an insult to my intelligence. So I asked to take this further and raise this complaint further. They passed me on to Preeti who then heard me out and told me to wait 48 hours to hear back from them so they can review my case.

They didn’t write back to me and I had to chase them up, which is where I spoke to Paras. Who simply said no compensation is possible.

Absolute joke!

Date of experience: April 26, 2025

I am a single grandmother on low income With disabilities. I ordered two dresses for my granddaughters for an Easter gift instead of Easter eggs for it to be delivered and left down the bottom of my flat. They did not even ring my intercom when I managed to get somebody to go Down for my parcel, it was not there. I contacted Zara and the delivery company which was evri both say there’s nothing they can do about it so I am now out of pocket, even though the item was not left in a secure place. They accept no responsibility would not order from this company again and their customer services are awful

Date of experience: April 19, 2025

Appalling customer service. Returned an online order of 10 items in the same package Only received a refund for 5 items. On my account all 10 items are showing as returned. I have made countless attempts to get some information from Zara WhatsApp as to why or when they will refund the remaining £120.00, but I am getting nowhere despite persistent attempts. If you are reading this as you have had a similar issue please report Zara to trading standards. You can do this by contacting the Citizens Advice consumer helpline. The more reports they get wil help to highlight their appalling customer service and hopefully take some action. Also Citizens Advice can provide you with information to help you get your money back.

Date of experience: April 25, 2025

Chat advisors - Manu closed chat on me for no reason, the chat advisor I had after then said they had emailed me a returns label for a faulty item which they didn't. Then closed the chat on me. I have wasted 60 mins somehow due to incredibly slow responses where they also ignore what you have said entirely.

Date of experience: April 25, 2025

They have completely disgusted service. I ordered some fragrances in February they came all damaged and wet. Package from outside was looking fine but the inside boxes were open. Told the customer service before sending them back. They said they are fine. But later on there warehouse refuses to accept the returns. Its not customers fault its your company that delivery was disrupted. Even after 3 months now i donhave products with me or not even a refund. Such a disappointment and disgusting service to customers.

Date of experience: April 24, 2025

Very good product

Date of experience: April 24, 2025

What an absolute joke this companies customer service is!! I attempted to purchase some cloths in their Liverpool store on 29th March, the transaction failed on their till but the card machine took my £88.06, I showed the Sector Manager that my transaction was pending and that I had no receipt provided by the till to say the order was cancelled. She advised me that the transaction would be returned. It wasn't and was taken from my bank on 31st March. I revisited store to try and get my money back, the staff member who I spoke to on the Saturday was on hand to assist and remembered the problem on the Saturday. I was informed the store couldn't refund this payment and I would have to deal with head office. The staff member and her manager call HO, 45 mins later I was told that the money would be credited to my account in 7-10 working days!! It has been to this date!! I went back to the store on Good Friday to be advised again the store couldn't refund and that I would have to use their Whatsapp to provide the information to get my refund . I have tried now for 3 days to speak via Whatsapp and everyday I get a new case number everyday and the same response "we will get back to you after reviewing your case" I provide the same info and proof of the bank processing the payment and we go back to square one.

Date of experience: March 29, 2025

Terrible customer service. Uncomfortable poorly made shoe. Purchased shoes online and they were $90
Once received they had a price tag on the heel and marked $50.
When I called they advised they don’t do price adjustments and I couldn’t speak to a supervisor.

Date of experience: April 22, 2025

I bought an item online as a guest. I can't return it. There is no customer service. There is no phone number in Australia to call. The AI assistant on the site cuts off your chat after one question so you can't provide any of the details. No email you can send questions to. HORRENDOUS. Will never buy from them online again.

Date of experience: April 23, 2025

Thieves do not buy

I bought an outfit order 54152266362
When I collected from locker the parcel was battered and open from a side, with 1 missing item and no invoice.
I took pictures straight away tried to contact zara straight away but because of easter they were closed.
So manager to get hold of them the next day, was told will raise investigation, after 2 days I was told they checked and the parcel was intact when left the warehouse – I never argued that I said WHEN I RECEIVED THE PARCEL IT WAS DAMAGED
They kept telling me , allow 48 hours will be touch, everything I got told nothing could have been done- so I ASKED THEM TO SEND ME IMAGE OF THE PARCEL WHEN IT WAS DELIVRED TO THE LOCKER SO I CAN TAKE THIS LEGALLY.
No answer has been given by zara to that, they asked to call me , I am a mute person and mom of 3 with anxiety.

Date of experience: April 19, 2025

I placed an order with Zara on 6th April, and after numerous attempts to resolve an issue with my delivery, I was left to navigate the situation on my own. Despite receiving a confirmation for a replacement, I can't help but feel that Zara's management of both customer orders and its online presence is severely lacking.

During this process, I encountered alarming spam activity on Zara's official website. I received unsolicited messages from foreign numbers via WhatsApp, claiming to represent Zara. This raises serious concerns about customer safety and the potential for financial loss due to inadequate management of online communications. It is unacceptable that a major brand allows such spam to flourish without proper monitoring or response.

Moreover, the lack of proactive order management meant I had to investigate the status of my order myself. This experience highlighted just how vulnerable customers are when faced with issues related to delivery and communication. I was left without a clear update on my order status and had to deal with the stress of figuring everything out alone.

What’s even more disheartening is that Zara does not make any effort to ensure customers feel valued or safe. They simply address the basic issues while ignoring the broader concerns that customers like myself have. There is no attempt to compensate or reassure customers, leaving us feeling neglected and unimportant.

Zara needs to take immediate action to address these issues. Customers should not have to risk their personal information or financial security due to the lax oversight of spam and fraudulent communications. It's crucial for Zara to enhance its customer support and online presence to prevent others from facing similar frustrations.

In summary, while I appreciate the confirmation of my replacement item, the overall handling of my experience has been disappointing. Customers deserve better care and protection from spam when dealing with a reputable brand like Zara.
Shame I can’t leave 0 stars!!!

Date of experience: April 19, 2025

totally disappointed I can't get my money back for the returned goods
Order No. 53685642345

Date of experience: March 23, 2025

Zara Leicester store review- most unhelpful, rude, miserable staff I’ve ever encountered in a store! It has actually put me off shopping in town. Horrible place

Date of experience: April 19, 2025

Worst service I have ever received in my entire life at Zara Hotel de Ville in Paris. I bought an outfit from here got home tried it on and it was big on my waist. I sat down on the sofa of the apartment contemplating what to do until I then decided to wear something I had brought from the uk. I went to a restaurant, then a bar, we danced I had perfume on the outfit I actually wore. Went to Zara the next day to return the outfit I bought and didn’t wear because it was too big and had a rude manager shout at me adamant that I’d worn it because it was creased. Of course it was creased, people try it on the shop and I also tried it on at home and sat down wearing it before changing my mind. I tried to explain it to the manager in French and in English but he was extremely rude speaking so loud to me the entire queue was staring. I didn’t care, it was only €30 so I’ll keep it and give it to a friend or something. The point was the lack of service, he was condescending, patronising and just plain arrogant. I’m never returning to this store in my life. Bearing in mind just on that day I spent £188 in Zara on myself, my husband and my children. When I decided to return a €30 item is because I simply changed my mind about it. Absolutely joke of management! The lady on the till had then rolled up my paper bag and put it in the bin, when they refused to accept my return she then attempted to give me the rolled up ripped bag from the bin. I was like are you kidding me? She went: well this is the bag you gave me. I went: not like that I didn’t. I purchase from Zara all the time - in the UK, France, Switzerland and Portugal, never in my life have I ever experienced anything like this! Change your management or simply close your store because no one deserves to be treated like this!

Date of experience: April 17, 2025

My jeans never arrived and I've been fobbed off for over 10 days. Seems as though they've turned rogue and can no longer be trusted.

Date of experience: April 17, 2025

Amazing experience

Date of experience: April 17, 2025

I bought 2 pairs of trousers with different sizes to see which one fits. Zara would not let me return the smaller size which does not fit, even with tags still on, unworn and all. They tell me it is past the 30 day return even though I processed the return way before the 30 days expiration.
Note: other stores have way longer expiry dates!

Nobody picked up when I called Zara, No answer! At the store, after finally finding a store that was not closed down, I was told the 30 day return policy has expired.
Am stuck now with a pair of trousers I cannot use & I have no way of getting my money back. Zara is operating here in the US a different policy than it does in Europe, it seems.
My online shopping experience with Zara has been bad. I received clothes looking like used clothes with stains and loose seams - torn!
Am done with this store this time around! This is a complete RIP OFF!!
A RIP OFF!!

I have given one star only because there is no zero or a minus to give.
My experience is not different from the other reviews here. What does that tell you, Zara?

Date of experience: April 03, 2025

Banned for life by my froends and I disgusting companyhope they go bust...wait a second...they Will go bust in 2025. Karma

Date of experience: April 16, 2025

I recently bought a dress from Zara, which I collected from one of their stores. To my surprise, the dress looked like it had been picked up off the floor and posted to me for collection. It appeared dirty, though it still had all the original tags attached. Disappointed, I repacked it and returned it.

To my disbelief, I then received a condescending message from one of their customer service representatives: “We have detected that some of the items in your return were not in perfect condition. On this occasion we will accept it, but please, for future occasions, send us the garments in the same condition in which you received them. Thank you.”

As if I should be grateful they’re refunding me for the filthy item they sent in the first place! Shame on Zara and their cheap, synthetic garments. The dress was returned exactly as it was received—dirty and poorly handled.

This will be the last time I shop with them. Their customer service is an embarrassment, and honestly, it’s no wonder they have some of the lowest reviews on Trustpilot.

Date of experience: April 15, 2025