Zara Reviews 

Order 2 chairs on 26/09/2026 2 and a half weeks later they still haven’t arrived. Customer service has been shocking. I spent two days waiting for delivery that didn’t arrive. They have resent the two swivel chairs but once again they haven’t arrived on the date they specified after I waited for them. Once again they have offered to send another two chairs out. Are they for real? How many swivel chairs do they have. The biggest worry is that they don’t know where the items are that they have sent. They can’t give me a date for a new delivery so I’m stuck! Not sure where to go from here.

I contacted them about a missing parcel. It was shown to me that it was left on my doorstep despite no instructions for me to do so. Unlike other companies whose customer services are excellent in this set of circumstances I felt that I was being treated like a criminal. Left a nasty taste in my mouth. never had an experience like this before.

I don’t want to give one star but no option to give Zero!
Sent a parcel back over £300 worth of clothes, nothing suitable.
Have InPost return confirmation but still no refund after 3 weeks. Return information on Zara states in transit. Tracking on InPost now states parcel missing .
Have contacted Zara 5 days running via chat & getting nowhere. They just keep saying ‘ case is being reviewed’ . I keep asking for case to be escalated & then they just end the chat conversation!
The most appalling company I’ve ever had the misfortune to deal with .

Unfortunately, I’m disappointed with the manager’s response at Zara Stratford. Although we communicated, my concerns were ignored and the issue remained unresolved. The same problem was resolved in just two minutes at another Zara store, which highlights the difference in customer service and the willingness to help.

Returned £130 worth of goods to Zara through their Returns Portal using Evri. I was contacted by Customer Services to advise they had received non Zara items in place of the items sent in the Return. After confirming these were not mine, I was advised there would be an investigation and I would be contacted within 24-48 hours. I received no contact and therefore chased for an update only to be told they would not be issuing a refund.
I asked for this to be escalated further and miraculously I received my refund, however this was £50 less than expected. After chasing this I was advised a refund would be processed - this did not happen. I have had to chase again and a refund was issued but my concerns around what had happened to my parcel were completely dismissed,

Feel like staff could be more helpful

Where is my REFUND?? Tracking states you have received my return . Was returned same day received . Only tried on tags still in place. ZARA please get a grip + REFUND your customers . Will never shop online Zara again . Disgrace of a company .

I’m not sure customer service gets much worse.

Zara customer services are abysmal! I recently bought two bottles of perfume from their website. The day of delivery my parcel was nowhere to be seen. It said left at my back door but you can't even access the rear of the property. So I contacted customer services who said it had been delivered and here's a picture as proof. The picture is as of my parcel abandoned down an entry between the gate and a back door literally looked like it had been thrown there. It was not my property and I was basically told they'd investigate but it was up to me to find it. Fast forward 24hrs and I was as told they'd investigate had proof "the picture" and that was the matter closed and if I had any other issues I was to contact them again. Appalling! I'd told them it was not my property. So just beware that if you have any delivery problems you'll be lucky to see your money back or items.

I recently returned to the Zara store on Bond Street and had such a positive experience. Despite it being an extremely busy day due to the launch of the JG collection, I was warmly welcomed and looked after by André.

He was incredibly helpful, attentive and professional throughout the whole process, making what could have been a stressful return feel completely effortless. His positive attitude and willingness to help really stood out, especially on such a hectic day.

André is clearly a great asset to the team and someone who genuinely makes a difference to the customer experience. Thank you, André, for making my visit such a pleasant one!

We have just purchased some perfume from Zara in high cross Leicester. The item I wanted wasn’t on the shelf but Sabina was really helpful and friendly, she managed to find a bottle from the stock out the back. Thanks so much, you are very kind. Zara you should be proud to have such a lovely staff member

Probably one if the worst customer service experiences ever. I'm a first time online ZARA customer and the experience is shocking. I ordered clothes for a birthday gift well before the date needed. A week later they were due for delivery. This was the 26th September. Evri has stated the zara order has been stuck in the depot for day's on end (delayed order) in other words MISSING.
ZARAs AI customer service has sent me in circles and is no help whatsoever. The birthday has passed. It's now the 2nd Oct and I'm pretty sure we'll still be in this position in a weeks time because neither company give a dam about there customers.
Just check out there other 1 star reviews. Says it all really. Quick to take you're money but don't deliver.
I'd love watchdog to expose them.
Do yourself a favour and shop elsewhere.

Don’t shop online! I absolutely love Zara but their online service is horrendous. Not only did I receive the wrong order, but I was also refused a refund for the order I had actually placed until the wrong one was returned. The entire process has been incredibly frustrating, particularly after having to chase three times before I was finally able to arrange collection of the incorrect order as no one ever showed up. Despite this, I am still for my refund, with no clear indication of when I can expect my money back. The lack of communication and resolution throughout has been extremely disappointing.

If I could give zero I would! Ordered items to be home delivered, order split into 2 deliveries. One part delivered no problem, second part not delivered despite courier saying it was.
You can speak to anyone, WhatsApp chat daily, being told same thing over and over again. Eventually escalated, received an email from a do not reply email with a fraud form asking me to sign my life away. Nowhere to return the form to. Back to WhatsApp asked to print the form off, sign, screenshot upload ….. value of the top £29.99!
On and on this went refused complaints procedure or a number, stopped replying, rude, suggested in future I order to store 29 miles away!
Finally, one call handler took sympathy and managed it for me.
Overall, rude unhelpful, accusatory customer service, awful from start to finish.

It smells so strong of perfume, my asthma triggers as soon as I walk in, so bad, it’s my closest store so I’m gutted.

This has been a very upsetting and disappointing experience. We visited Zara expecting a straightforward return of an item that we had purchased in good faith, only to be treated dismissively by a staff member as well as the store manager and made to feel responsible for a problem that we believe was not caused by us.
What should have been a simple customer service matter has resulted in considerable frustration and spoiled what should have been an enjoyable weekend.
And even I contacted customer care, the responses are totally ridiculous. Putting me in a loop and I had to repeat myself again and again. And they do not accept responsibility at all!
The case ID from Zara:200008367

Zara has tribble customer service
I got email that they delivered my order but it want real
After contacting customer service they behave poorly and said refund or wait for next order
They hang out the phone
No chance to talk with manager at all
They are really rude
Such a shame

Although I do like their woman's clothes I find their customer service very rude. My parcel was left on the doorstep in clear view of the general public walking by. There was a bright sign on the door . Please leave parcels with next door neighbour. My parcel was left then stolen. Customer service responded by saying as a Good Will Gesture they would repeat my order but in future I should have my parcels delivered to a collection base. ( Flippin cheek of it!!! )I never normally have issues with deliveries. Maybe their courier should follow instructions like we all have to when we are working. I shall now be removing their app, not ordering anything else from them and advise other not too either after receiving such a rude No reply email. I'm fuming 🤬🤬🤬

Very disappointing experience at Zara Victoria. The changing rooms were extremely dirty and looked as though they hadn’t been properly cleaned for quite some time. There were dust balls, pieces of paper and hangers all over the floor, making the whole area feel neglected and unpleasant.

What made it even more frustrating was the lack of basic facilities inside the changing room. There was only one chair and no hooks to hang clothes, your handbag or shopping bags. When the floor is that dirty, the last thing you want to do is put your belongings or clothes on it.

Unfortunately, this isn’t the first Zara store where I’ve noticed that the changing rooms are not being properly looked after. For such a large and well-known brand, I really think more attention should be paid to cleanliness and the overall customer experience.

Shopping and trying on clothes should be an enjoyable experience, but this certainly wasn’t. I hope Zara takes this feedback seriously and improves the standard of its changing rooms.

Ordered a jumper for pick up in store never arrived at store but they have taken my money, 2 weeks in and they are still looking into my case,Impossible to speak to a human,looks like I will have to get my bank involved or maybe just go in store and take the jumper I have paid for