ZARA Reviews 

Do not buy online!! Large order delivered to pick up point. Pick up point don’t have it. Zara not interested. Don’t have items but can’t get refund. Live chat is a joke. Wont buy another thing from Zara. Appalling!

Worst costumer service ever. My package was delivered to the wrong address yet all I got was proof of delivery pics…to the wrong address!! Customer service response was that a response would be provided after three days, then AFTER I scoured my neighbourhood for it (so much for home delivery) was “nothing we can do”.

Zara terrible service I shocked for the first time reading all these bad reviews and experiencing there bad service and can’t even get hold of Zara to help with my issue es with them I ordered a dress to be delivered at a drop of locally was emailed it had been delivered to the drop off point went to collect it no code to get in there after several attempts I contacted a help phone number to find out what was wrong only to be told lots of problems with Zara always happening Zara did not give them an email contact for Royal Mail to be able to send me a code to get into there drop of therefore I couldn’t pick up my parcel I contacted Zara only able to through there chat which is useless and cuts you off finished chat have a good day Zara did send me an email a bit later courier is unable to deliver your parcel what s this I can’t get my parcel from the Royal Mail Drop off it’s Zara’s fault I can’t and they keep sending me emails reminders your parcel is still at drop point and you haven’t picked it up royal mail have informed me it will be eventually taken back to Zara they can’t help me because Zara did not send them info for Royal Mail to tell me the code to get my parcel from them il never use drop off for Zara ever again they have really gone down hill badly with customer service and trying to contact them is an absolute nightmare they don’t want to know you or help

I wouldn’t even give Zara customer service one star. I returned an online order in store on 4th April 2026 and constantly told by the WhatsApp chat that it’s been dealt with/ damaged on return, escalated and wait for 72 hours constantly.

Not sure if this would make any difference but here we go!

I placed an order, checked out as a GUEST, manually keyed in my home address I lived for the past 10 years address.

I received confirmation that order was delivered to an address of my old workplace i left over 13 years ago.

The company closed down years ago, the buidling is sealed and on sale. The genius delivery company simply left the package on the road by wired sealed temp gates.

Fun par is - Zara contact is only through whatsapp AI.. then escelated Whatsapp army of supporters who are asking 30 times the same questions and forwarding autopopulated answers..
Still waiting...
Just appauling..

If I could give a zero I would! Ordered two blazers online one of which was on sale. After taking my money I was then told the sale item was unavailable over a week later.

I went to the store to collect my remaining blazer to find it was no longer at the store, and the sale item that I was told that was unavailable was now in store at full price which shows they care nothing about the customer experience.

I emailed customer service for a refund and to complain about my experience, I was given a refund and then they ended the conversation before I could finish telling them about my appalling experience. For context, I work in client service and I would never be rude to someone doing their job so I was shocked when this happened.

Shocking service from start to end. Zara will never EVER see my money again.

I have very bad experience with you.I returned you cloth,because it didn`t fit me.I used your qr code for return,sent it to you and now you ignore my issue.More than a month passed since return.I contacted with you many times.order 54658998664

Hello everyone, I'm currently experiencing a very frustrating issue with this store. I returned my order exactly as instructed, and the tracking information shows that the returned items were delivered and received more than two weeks ago. However, I still haven't received my refund.
What concerns me even more is that whenever I reach out to customer support via chat, the conversation is closed almost immediately without any meaningful response or assistance.
Has anyone else encountered a similar problem with this store or experienced significant delays when waiting for a refund? Any advice or shared experiences would be greatly appreciated.

I used Zara for the first time as my daughter uses them & I'd seen a top I liked. I ordered the camisole tops it was really pretty I wore it on the Saturday to watch my mum in her choir. The strap over my shoulder snapped at the point where it was attached it was satin/silk super frayed away I was really dissapointed as I'd heard Zara was great quality! I emailed customer services & explained what had happened they were super professional and sent me out a brand new top ! Really great customer services I'm absolutely made up you usually have to battle for things like this they were very very customer centered & they didn't dispute or argue or anything it was just super professional & gracious & kind ! Im over the moon with how hassle free they made my experience.
Thankyou thankyou
Miss Alison Payton

If I could rate nothing I would - appallingly bad customer service. Delivery missing, no proof of delivery or photo can be supplied by Zara and they say they can't help further. They can't even confirm the delivery company - the tracking says Amazon apparently but no other information or proof of delivery. Do not buy online from Zara.

Terrible live chat customer care. Long delays between chats, responded like a robot yet assured me he wasn’t a bot, unable to think laterally or solve basic problems. I resolved the tech issue while on the live chat because it was so slow.

Appalling customer services, they don’t want to help you. I received faulty goods and no offer of postage reimbursement or replacement. Truly shocking!

The St Paul's returns system is a joke. Bear in mind people use their lunch breaks to shop so having a 20 deep queue with only 2 serving is not logical especially when you see members of staff walking around doing nothing. Would it hurt getting an extra person during your busiest time!

Zara should use REAL people not AI to respond!! They promised to reply to my problem and did not, I then had to repeat the issue five more times to five different AI generated morons! Worse customer service ever!!! and they say is the way forward!!! What a joke!!!!

Paid for guaranteed next day delivery as needed things fast for a holiday, after 3 days of the parcel not arriving I tried to contact customer services via Whatsapp and Chat both were useless, told me my parcel was ready for collection at a drop point but couldn't tell me where the drop point was. Really poor when you cant just speak to a customer service adviser. Eventually arrived later on day 3, but wont get a refund on the extra postage charge as impossible to talk to anyone. Wont be shopping with them again after being a customer for over 15 years.

I bought a summer swea
Ter online because it wasn't available at the shop. Delivery was indicated for June 1st
I went to the shop around 3pm and it wasn't there. No message, no update, nothing. After a couple of hours I got a message that it was ready for pick up. At 5pm?
Is this a joke?
I tried customer service and apart from the bloody AI no one helped.
Now I know why I haven't been buying at Zara's for years.
Just disgusting.

No surprise they have a horrible reviews, they have by far the worst customer service I have ever encountered.

Struggling with a QR code to return an item over complicated system and repeated discussions with on line chat box hasn't resolved the issue. I only asked for a code to return so I could bypass some technicalities as I'm elderly. It wasn't a big asked. My purchase was verified. Oh well I'm now stuck with an unwanted item and will never buy from Zara again . Absolutely frustrated ,stressed and deflated.

Absolutely frustrating experience. I spent over 1 hour trying to place an order on the Zara app and still couldn’t buy anything.
Every time I tried to log in or verify my account, Zara sent a code to my email. But the moment I left the app to check the email, the Zara app reset and I lost everything, forcing me to request another code again and again. It became an endless loop.
To make things even worse, the exact same thing happened when I finally got to payment and had to verify through Barclays. As soon as I left the Zara app to complete the bank verification, the app reset again, meaning I had to start over.
For a company this big, the app experience is honestly terrible. Shopping should not be this difficult. I ended up wasting over an hour just trying to give Zara my money. Extremely disappointing.

I would like to commend Samia (Simia not sure of the spelling) at the Kingston Zara store for her outstanding customer service.

I was looking for a specific top and matching bottoms, and Samia went above and beyond to help me. Despite it being a very busy Saturday, she took the time to thoroughly check the shop floor for the items I was looking for and was extremely helpful throughout my visit.

Samia also assisted me in cancelling an order I had previously placed for collection at another store. By doing so, she enabled me to purchase and collect the items in Kingston, where I live, rather than having to make multiple trips across London on different days. This saved me a significant amount of time, travel, and inconvenience.

Throughout the entire process, Samia was professional, knowledgeable, patient, and genuinely committed to providing excellent customer service. Nothing seemed too much trouble, even during such a busy period, and her willingness to go the extra mile made my shopping experience seamless and enjoyable.

Samia is a real credit to the Kingston Zara team, and I would like to thank her for her exceptional service and dedication to helping customers.