ZARA Reviews 17,867

So today I learnt that Zara no longer offer free shipping and I must say thank you !!!!! I shop entirely too much on zara anyway and this definitely stopped me today from placing an order . I'm about to save some coins!

Date of experience: May 15, 2025

The website is clunky and hard to use, and I never receive confirmation emails or return labels, despite multiple attempts and checking all my folders. I have returned an item using the label I finally found on the account section of the website and am trying to find out where it is as tracking hasn’t updated in a week.
Customer service is completely unhelpful and gives copy-paste responses, all they do is tell me to come back in 10 days, over and over again. Funny how it’s easy for them to take my money, but getting a refund feels impossible. Really disappointing for such a big brand.

Date of experience: May 15, 2025

Bought a pair of the brown suede & crochet trousers. I'm Normally size M, but thought that the trousers looked small so bought size L. The size is very inaccurate, it says that size L is 34.5 inches. The trousers measured 28 inches. I took them back & measured 4 pairs of L all 28 inches, the medium were 26 inches and the S were 24 inches. So in reality sizes 6, 8 & 10...go absolutely nowhere with customer service. They just sent me the size guide link & cut me off! I would have thought that they would want to address the issue, since clearly whoever is making these trousers, they are skimping massively on the material.

Date of experience: May 13, 2025

Although the design and style of the clothing is very good at Zara, the quality of zips and buttons is very very poor. I bought a couple of dresses where the buttons fell off or the zip broke the first time I wore the dress. Not acceptable

Date of experience: May 15, 2025

Unfortunately you can’t review Zara with zero stars. The Return of my parcel was horrible. While the package after dropping it off at ups was delivered back to my house as ist was not deliverable, there was no assistance from employees except this useless AI bot.
This was my last order. How can you not provide a decent customer support?

Date of experience: May 13, 2025

Zara has multiple priced tickets on same tag .bought shorts with 22 euro under sticker US price 39.99.
Bought multiple items with stickers for US market $10 more. I did euro conversion it woukd of been 24 US dollars not $39. Tge US market is being manipulated

Date of experience: May 13, 2025

Customer support and service is not good. If you are looking for a brand that you can buy with confidence and exchange or return if there is a problem or need, do not go to this store at all.
Toronto,Canada(Fairview Mall)

Date of experience: May 13, 2025

Zara has the worst customer service I have ever experienced. I ordered two dresses that were delivered on 5/8 to a not secure outward facing mailbox area on the ground at 12:16pm NOT my front door according to a photo from Deliver It and when I returned home from work at 7pm the package was missing. I messaged the Zara chat and it told me I needed to wait 72hrs so I did and checked all around my building and nothing turned up so it was very clearly stolen. I contacted Zara via their phone line on Monday morning 5/12 and the rep submitted an inquiry to the delivery company who then claimed the delivery was successfully completed (it was not because they left it in the open and not at my door) and Zara denied any replacement or refund. I have since then contacted Zara on 2 different chat services through Facebook and they keep denying my claim and saying the delivery company was successful. I also contacted Deliver It to file a claim about my stolen package and they told me that only Zara can help me. On top of that, I filed a police report with the city. It is insane how Zara cannot take responsibility for a stolen package and neither can their sketchy and random delivery service called Deliver It. Zara needs to get it together and use a reputable shipping company and not some random courier. I paid for shipping too so it’s insane that there isn’t any kind of protection on that. I’m so livid about their complete lack of help and literally never want to shop here again. I am now out $133 to Zara for items that I literally did not receive. I submitted a dispute with my credit card company too but it’s just insane how many different people I’ve needed to contact to solve nothing. Do not order from Zara.

Date of experience: May 12, 2025

Awful company awful service, don't even waste time trying to contact them, just go to you bank and do a charge back, they are a complete scam

Date of experience: May 13, 2025

I received a package with different item than I ordered. Also customer service is terrible, no phone number, talking with agents was terrible..

Date of experience: May 13, 2025

I used to love it but now the quality is giving trash. Sometimes I think they are laughing at us with that quality and sizing

Date of experience: March 20, 2025

Every time I try to log in to my Zara account, I get an error saying there's no account associated with my email—even though I'm sure both my email and password are correct. When I reach out for help, I'm told to reset my password, but I never receive the reset email. This has been an ongoing issue, and it's incredibly frustrating not to be able to access my account.

Date of experience: May 11, 2025

Ordered a dress in a size S for my 17 year old daughter who is 52kg and 154cm, and wears a 28C bra. She usually wears a UK 4-6. This dress arrived and fitted all over, apart from the bust area where the material barely covered her. For a size Small not to fit such a small frame is a disgrace - their current line appears to be pushing the 90’s uber-thin look. Slow clap, Zara.

Date of experience: May 12, 2025

I wouldn’t spend another cent at this store. This has been one of the worst experiences I’ve had, with the most incompetent staff imaginable

Date of experience: May 12, 2025

Subject: Urgent Incident Report Regarding Staff Misconduct – April 27, 2025, Approx. 12:45 PM | Zara Post St #250, San Francisco, CA
94108

Dear Zara Customer Service,

I am writing to formally report an incident that occurred today, Sunday, April 27, 2025, around 12:45 PM PST at one of your store locations, Post St #250, San Francisco, CA
94108.

I entered the store to return several items, including a jacket I had previously purchased online that arrived damaged (specifically, with a hole in it). I had already repurchased the exact same jacket — same color and size — because there would be no reason for me to wear a visibly defective item.

Due to Zara’s return process requiring printed shipping labels — and no QR code option available — I took a Waymo ($15 expense) to the store, as I do not have a home printer.

Upon explaining the situation to a staff member, I pointed out that receiving defective or dirty merchandise has happened multiple times in my experience with Zara, and this was unfortunately not an isolated issue. The staff member responded dismissively, stating there was “nothing she could do” and that I would have to process the return online. When I explained that my lack of a printer was precisely why I was in-store, she replied, “That’s not my problem.”

When I asked for her name to document the experience properly, she refused, stating she did not wear a name tag “for a reason.” I informed her that I needed her name to escalate the issue appropriately. She continued to refuse and became increasingly rude.

As I prepared to document the interaction by photographing her, she slapped my hand trying to slap my phone out of my hand. This physical action was unprovoked and completely inappropriate. She then stated that she was calling the police, falsely claiming that I was a “crazy customer,” which was not the case.

I am extremely disturbed by the treatment I received, both verbally and physically. This situation escalated unnecessarily due to your staff’s unprofessional and aggressive behavior. I am currently at the police station filing a formal police report regarding the physical contact and battery.

At this time, I am requesting the following:
• A formal investigation into this incident.
• Identification of the staff member involved.
• Clarification on what steps Zara will take to address this situation.
• Reimbursement for the transportation expenses I incurred due to Zara’s restrictive return policies.
• Assistance with completing my return without further inconvenience.

I have been a loyal Zara customer for many years, but this experience has severely damaged my trust in your brand. I hope you will treat this situation with the seriousness it deserves.

I look forward to hearing back promptly.

I have heard zero response. My next recourse will be legal action as this is completely unacceptable.

Date of experience: April 27, 2025

In Zara..i took old clothes i purchased from other retailers into zara to see what outfit would go with them i wanted to see what outfit i can match etc. How ever when leaving with my clothes and new purchased clothes i was stopped and searched and then accused of not paying for my iteams... and zara will take them to return back to the other retailers..I showed my proof of purchases .however this was dismissed. The experience was so embarrassing due to the humiliation and accusation, i returned my purchased zara clothes with a full refund. And i will never shop in Zara Again.

Date of experience: April 01, 2025

At the Roosevelt Field Mall doing an exchange and I didn’t get a receipt from them supposedly sent electronically and they can’t do an exchange calling customer service long holds , the manger is no help .
I have to stand and I have a major neck and back problems due to an accident . Customer service found it and will email it to you. Really bad customer service.

Date of experience: May 10, 2025

I do not agree with the policy of paying for returns or shipping if you buy products on sale.

Date of experience: May 10, 2025

Shocking company. I placed an order a week ago, I was then notified the order was delayed, and then I was notified one item in my order was no longer in stock. I then cancelled the rest of my order due to the inconvenience. The money for this order was taken from my account the day before I was notified of this. I contacted them and they said they haven’t taken it and it was a pre transaction, which is not true! The money has been taken. Contacting them got me no where, they just ended the chat. Do not shop here, they are appalling and I don’t know how they are in business!

Date of experience: May 09, 2025

Used the self check out at ZARA -Westfield branch Stratford @ 8/5/25 and we were stopped and redirected to pay for the two missed items due to faulty self check out.

One of the employees- ref : 99189 enquired intrusively and presumed we were attempting to leave the branch without paying the two missed items when his colleague could clearly identify the faulty self-check out system operating in the ZARA westfield branch!

If you visit ZARA, avoid the self check-out and queue for the physical cashier .If you are redirected to the self check-out then leave the branch. It is not worth the experience to be accused blindly for omiting payment of some items due to their self check out system.

Date of experience: May 08, 2025