Zara Reviews 

Terrible customer service. Didn’t deliver parcel and then claimed my name was wrong so couldn’t refund me. Total scammers

This company has no regard for customer service. It really doesn’t care. We ordered a jacket that we had seen on a recent visit to Vienna. We traveled to Southampton to buy it only to be told that it was only available online. The store assistant helped order this online and we paid fir the jacket in the stshore. When it arrived it was different from the one in Vienna. We contacted customer service and we were told that there were different designs for different markets. We asked to return the jacket but were told that we had to return it to the store despite the fact that it was bought on line. For us this involved a roud trip journey of 110 miles and was quite unreasonable. After many calls it was agreed that we could return it via Royal Mail and would receive a refund within 14 days. They supplied a return label and the tracking confirmed it was received by Zara. However they then insisted that we had to return to the store for a refund despite the previous agreement. Eventually they agreed thst we could return it to a closer store although that was still some 30 miles away. We went the store only to be told that, without the jacket, we could not get a refund. After a lengthy argument with the manager we eventually got the refund . The whole episode was one of the most stressful and distressing shopping experiences that we have ever encountered. The return cost us £40. In transport costs as well as 3 hours of wasted time. The end result is that it is extremely unlikely that we will never shop in Zara again and we hope that this will be a suitable warning to thers who might be caught in a similar situation

Appalling service ordered 2 dresses online received 2 bottles of perfume instead!When i receive the dresses after getting them reordered taking a whole hour over their chat line. I decided they were poor quality and sent back the same day. Despite order showing as returned and processed I still haven't received my refund of £71.38. I was given a case no CAS5497230Z350N7. And promised someone would contact me. Its been 4 days with no contact. I have also emailed PA to CEO no reply I am now having to try to get my money back through a claim via my bank.

If I could give zero stars that would be more appropriate to the appalling customer service. I paid for next day delivery . Order delivered to wrong address. Other than WhatsApp message to a rude agent , who did nothing other than pass internally to another department which I cannot contact directly, no other immediate assistance is available. I’m told they have their processes which must be followed. I have to wait for an email at some unknown date in future, to which I’m told I can’t respond, which will advise me of next step. As the goods were accepted at the wrong house I was told Zara will not even guarantee my refund. Apparently all I can do is now wait for them to respond when they choose to let me know what they decide. I paid for next day delivery as goods required for holiday but these will not now be received in time. Meanwhile Zara have my money . Appalling customer service and very little care for the problem they have caused. Avoid

scam company

If I could I would give you no stars! My niece and her friend went into Zara at the Fort in Glasgow, she tried a couple of Items on and decided they were not for her, she gave them to a male staff, and she was polite and said no I'm not going to take them, he said to her 'SOUND' full of sarcasm, do the staff at 'ZARA' think they are working in 'Harvey Nichols' or 'Selfridges'? its a high street store, I have never once been treated with respect in all the Zara stores, I suggest that management put them on a course of Public Relations!
I feel so sorry for my gorgeous niece as it was her FIRST salary, I will not be shopping in there EVER again.

How long does it take for an online order to be sent to my local store for collection. Been waiting weeks!!

I will not be shopping at Zara again after the recent incident in Bristol.A young person clearly in distress should never feel unprotected in or around a major retail store. large brands like Zara benefit from heavy footfall and public trust, and with that comes a responsibility to act when someone is vulnerable. From what has been reported, that duty of care simply wasn’t met. Until Zara demonstrates meaningful changes in how they protect customers , I will be taking my business elsewhere.
Shopping should feel safe. Right now, Zara doesn’t.

I went there earlier today to return trousers but had accidentally deleted my receipt. The assistant wasn’t particularly helpful but I then went to Zara near Tottenham Court Road they simply put entered my phone number which brought the product up immediately and refunded me within minutes!

I ordered an item over 10 days ago and it has not arrived. Happy to take my money. I will never order from them again.

BOYCOTT Zara in Bristol staff refused to assist a young white girl who ran into the store for help while being chased by a mob of black girls. The staff put her outside where she was badly beaten and not one staff member helped or phoned the police. BOYCOTT

worse customer service ever!! i returned 3 items and only got a confirmation to say im getting the refund from 2??! and there’s no contact number or email!! horrendous considering they are a big company! they are just scamming everyone’s money

I purchased 3 items on Saturday in store and paid at self check as I have many times. I requested the receipt was sent to web I have never received an invoice and my account doesn't even show I purchased anything to I can track a receipt via my account.
I have tried since arriving home Saturday to request an invoice via chat line and whats app just going in circles this is absolutely crazy no one can actually deal with this matter

Allowed a young woman to be savagely attacked and afforded her no safe refuge. Disgusting but unsurprising given the nature of Zaras ownership/leadership shame on you

Appalling. Disgusting..Got as far as me threatening court action.
I Dropped my items into the store drop for an online refund. It was processed promptly saying my refund was due.. it was a big amount - £1300. Six months later, still no refund.
I sent Multiple what’s apps to customer services (as that’s the only way customers are allowed to deal with things) and a few store visits, nothing.
My local store is Liverpool - I was treated in such a disgusting way by the manager. Honestly - wtf? Meanwhile, I’m very concerned and getting stonewalled by ‘customer services’ on what’s app.
I went into two London stores - they restored my faith in staff as they were actually understanding and nice. Shame on you, Liverpool female management. Even the London store said it was an abomination and they’d never known a case this bad. Six months and getting endless spurious reasons my legit refund of £1300 wasn’t being sent, or even gaslighting saying it had been sent, but incorrect amounts much higher - just nonsense. 😱
Eventually, after me asking for the details of where or who to send the court action letter to (I’d gone to the Citizens Advice Bureau and they gave me a legal letter template to give notice of proceedings for this very thing) the refund appeared in my bank account the next day.
Shopped at Zara for years.. my entire wardrobe is pretty much Zara, sadly and lazily.. not any more, but what do they care?? They’re massive and I’m just one person.

Never shopping with Zara again. Shamles! Online service is worse than dreadful. Wrong item recieved- charged for 4 items which I ordered, return showing as received but not processed or refunded - £84 down. What's app /chat a waste of time and quite rude. Have had to write off ever getting refund...... looks like many others have same issues.

I have ordered quite a few things online recently and had no problems.

However, as Zara like to send the order in multiple deliveries I only received part of my order. 2 weeks later; still no update on where the rest of the order is? Items were in stock when I ordered and none of the usual emails from Zara to say the items had gone out of stock.

Contacted Zara on chat and WhatsApp. Got 2 different answers. Eventually they refunded the part of my order that hasn’t even been sent yet! No explanation, nothing. Just an email to say your order has been refunded. I didn't ask for a refund on chat/whatsapp. I want the items I’ve ordered?

I feel like their customer service is pretty awful. No communication until I contacted them. No updates. It’s a lottery really as to whether items are sent!

not bad clothes and quality but service should be better

Updates: 24/3 Paypal had to step in to refund me after 2 weeks of no refund showing up!

7/4 Zara only got round to refunding PayPal now saying allow 14 days…almost a month after the e-card was cancelled, I suspect that PayPal forced that too!

11/3 I ordered a £40 egift card online, and received an email confirming and I awaited for an email to come of the egift card, I selected the animated 'Limited edition' Butterfly card. nothing came. If you login you can 'share' the card but it is a link, a glitchy one that works only if you are signed into a zara account too, no card at all.

I jumped on a chat but it was useless, asked me for my address, I said why you don't have that anyway, then a registration number...looking in account there was no such thing, so I pressed refund...received no email about refund. The chat agent said it will take 10-14 days... I said I just wanted an email confirmation but they said sorry for inconvenience and will pass feedback on and ended the chat.

For some bizarre reason people like Zara egift cards and they always bring drama as e cards never arrive... so I hate buying them and now i am going to probably end up fighting for a refund back as I have no email evidence other than a chat to get this sorted.

Come on Zara, you need to work on customer experience here...it is very poor !!!!

WARNING ZARA DON'T PAYOUT REFUNDS FOR RETURNED ITEMS - Dreadful online returns experience - Zara don't pay out refunds for returned items - I returned 4 items, 3 out of 4 items were refunded but now for over 2 months they have not refunded the 4th item it's showing as pending refund in my account and weekly chases have been unsuccessful they give the standard script they will get updates to me in 24/48 hours but nothing. You can't contact them and they don't email it's on an online chat where you have no record of the conversation - there is a facebook group of over 1000 people experiencing similar issues so be very careful doing online returns.