Zara Reviews 

I love the clothing in Zara but since it moved out of my home town I don’t shop in it as often as I used to. I took my elderly mother, who’s in a wheelchair, into the store in the Fort, Glasgow yesterday. The store itself is beautifully layed out and lovely and bright. My mum had a pair of trousers to exchange and I had an online return along with a coupe of items we wanted to buy!! I went not the self service part and saw that I could do returns there. I started the process but couldn’t quite get it to work and that’s when the staff decided to show up and point out that, despite the machine saying I could, I couldn’t do returns there and I’d have to go to the staffed area and restart there would help me with the online & in-store returns along with the purchases! I collected everything and pushed my mother to the area I was told and joined the queue!! There was one member of staff there and she left to collect a parcel for a customer. Other members of staff were nearby but obviously fixing stock is far more important than the customers!! Eventually another staff member did come on the till and the first customer in the queue was told she’d have to go to the self service area as she had purchases!! She was far from happy and I don’t blame her! When I was eventually served I was taken to another area, a nook in the wall nearby, for the online return and she did the in-store return and then directed me back to the self service area for my purchase! What a ridiculous set up!! My mum was getting a bit fed up being pushed pillar to post and it didn’t help that the store was far too warm!! Surely there must be a better way to do things? At the very least there should be better and clearer signage and your staff should be more proactive, making sure queuing customers are in the right place!! I also noticed that it’s not always obvious who your staff members are! It was not a pleasant shopping experience for me or my mother and I know that she won’t ever want to go back into the store!!

I was shopping in Zara Knightsbridge the flagship store there was a hard plastic box, part hidden by a rack of T-shirts, which I tripped over and badly cut and bruised my leg.
I found a member of staff, who I had to approach in order to ask for several sticking plasters as the cut was dripping blood. Eventually someone came with a first aid box and while I was standing (no one offered me a chair) we applied 3 plasters. No one really helped me and no incident log was made, which apparently they are legally obliged to do. I am simply trying to find an email address in order to complain to the shop and have my medical expenses reimbursed. But they don’t appear to publish this. Could it be because they get too many complaints. It is completely shocking and I’m left with an ugly cut and an 8 inch area of nasty bruising. So angry at this complete negligence.

Seriously Zara what have you done to the quality and style!! Every thing is made for I would say for 16 year olds! Very childish styles.
Zara used to make beautiful clothes for every age!
Please get yourself sorted before you shut down…

Worse checkout system I've ever experienced and will never shop in store or online again

Terrible customer service, I ordered a delivery and it was not delivered to my home address. Instead it was delivered supposedly to a neighbour with a photo of a man I have never seen in the neighbourhood. I tried knocking on every neighbours door just to find that this man does not exist in the area. Tried to write to Zara care to report the parcel as lost, but was returned with a very rude reply saying that if I wanted to receive the parcel next time then it should be signature on arrival. And they cannot do anything about this lost parcel. Now I am left over £200 short with nowhere to complain to.

Reading , Level 2 of The Oracle Shopping Centre (near Holybrook Road)
During trying on clothes, an employee walked directly into my fitting room twice while I was in my underwear and there were people standing outside. She said sorry and stepped in, exposing me. The staff’s behavior was awful!!!!!!

I’m extremely disappointed with my recent experience with Zara. I made an online purchase and returned everything through an online return in one parcel. Despite this, I did not receive the full refund. The only reason I even noticed is because the total was over £300 — normally I don’t check these emails. It made me wonder how many times this could have happened before without me realising. If I hadn’t checked this time, I would never have known that I was being charged for items I had already returned.

When I contacted customer service, I was told to wait 24–48 hours. I followed their instructions and waited. After the 48 hours had passed, I contacted them again, expecting a resolution. Instead, I was told to wait even longer, with no explanation. Every time I asked a direct question, I received the same fixed, copy‑paste responses that didn’t address anything I was actually asking. It felt like they weren’t even reading my messages.

Yesterday, I was told to contact them today. But when I tried, I found out they are closed on Sunday and also closed on the bank holiday. This was never mentioned to me yesterday, so I was told to contact them on days when they aren’t even open. The lack of proper communication has been incredibly frustrating.

On top of all this, I still haven’t received the full refund for the items I returned. I would like Zara to check the CCTV footage from when my parcel was opened, because all the items were inside the same box.

This whole experience has caused unnecessary stress and mental exhaustion. After this, I’m honestly not sure if I will shop with Zara again. I just hope I can get my money back.

I am happy to provide a copy of the chat as proof of everything I was told.

If I could give Zara online a zero rating I would! Received an online order today, box had clearly been opened previously and the jacket inside was creased had threads pulled on it, a popper missing and no tags! Same thing happened a few weeks ago received a top that was covered in stains and was soaking wet stinking of white wine vinegar and had been put into a plain grey bag! Wtf is going on with their quality control. DO NOT BUY FROM ZARA ONLINE!!

I cannot understand why there are no reviews posted on line. I’m so sick of sending clothes back (and paying) when they are massively big or ridiculously small. So bad!!!

Literal scammers, I haven’t been refunded due to a bikini being sent to me without a hygiene strip on !! I then contacted customer service TWICE and have been met with no response

I LOVE Zara fashion so much 😭 honestly their clothes always make me feel rich even when my bank account is crying. The outfits? 10/10. The accessories? Amazing. The style? Top tier.

BUT… Zara customer service deserves its own Netflix comedy series 🤣

Why does it feel like the customer support team is working under extreme survival mode? Did Zara forget to pay them salaries or what? Because the communication level is literally “seen at 2:00 PM, replied at next Christmas” 💀

Every single time I contact customer service, I prepare snacks, water, emotional support, and maybe even retirement plans because I KNOW I’ll be waiting 1–2 hours for one reply 🥴

Guys… some of us actually have full-time jobs. I contacted customer support, not applied for a patience competition 😭

And the funniest part? You explain everything clearly, then they disappear like my ex. Then another agent joins the chat asking the SAME questions again 😂

I swear Zara customer service trains people with:
“How to keep customers waiting 101”
“Advanced ghosting techniques”
and
“Reply after customer loses hope” 🤣

No hate because I’ll still shop at Zara tomorrow looking fabulous as always 😭 but PLEASE Zara… your fashion is luxury, your customer service is hide and seek champion level.

Improve the customer support team PLEASE. I’ve seen more communication from airplane mode than Zara customer service 😂

There are 3 items covered in this review:
1. Payment refund: Original payment was made by Credit card, so the refund ought to have been made on the card used. This was supplemented by the on-line receipt that indicated that the purchase was made by credit card. But staff at the shop insisted that their systems indicated that the payment had been made by vouchers.
2. The instore staff became very rude (heated and voices were raised). When requested that we speak to their line manager, we were told that the staff member was the manager. When requested to provide contact details and staff names, both were declined. Lastly, no offer of refund via vouchers was made...strange that!
3. Finally, we had a disabled person in our party who was on oxygen and when the staff were being rude she had to be moved as she was becoming agitated and not able to breathe. On that basis I have placed this on Trustpilot.
One last item...trying to contact the store on Monday morning - the phone is off the hook.

Zara you don’t deserve us as your customers!!!
1.2 average rating is too high for the HORRIFIC level of customer service you provide. It is unacceptable that in this day and age, we need to follow up multiple times for the simplest possible requests, you don’t stick to call back timings and your staff asks for feedback they are not willing to listen to. I will never ever ever ever buy again form you and I will make sure that all my friends hear about how you treat your customers

They don’t care about their customers at all. Not one bit of them care.
Disgusting

absolutely awful experience ,faulty item and trying to speak to someone is not possible ,ended up looking on fb to try and connect and ended up with a scammer from africa …
will never shop with Zara again .
Stay away from online and stores

Great in store but the online customer service and in store pick up situation is abysmal. Absolutely zero help on why my delivery was delayed. Complete robots. Don't do it to yourself just make the trip to the shop

I purchased a pair of black linen trousers from the Liverpool store 2 days ago. On wearing them yesterday after 2 hrs the back seam came apart. I contacted the assistant on chat & was told I need to go back to a store despite telling them I live over an hour away.
I am disappointed as I ordered the white pair yesterday as I liked them so much.
I feel reluctant to purchase in store again as the return system is inconvenient.
The customer service is extremely poor

Dear Zara Customer Service,

I am writing to formally complain about the extremely disappointing experience I had in your store recently, which has honestly been the worst customer service experience I have ever had in any shop.

I was in a rush when I visited the store and purchased a pair of trousers for my son costing £46. I have shopped at Zara many times before but this time I was in hurry , I paid quickly using my phone and proceeded to leave the store.

However, I was stopped by a security gentleman who told me that the payment confirmation on my phone was not considered proof of purchase and that I needed to speak to customer service. I then went to the customer service desk and spoke with a member of staff named Sammy.

Unfortunately, Sammy was extremely rude, dismissive, and completely unhelpful throughout the interaction. Instead of trying to resolve the situation professionally, she told me that I would need to purchase the trousers again and then wait for a refund on the original transaction. I find this absolutely unreasonable. I had already paid for the item, and the payment had already been taken from my bank account by Zara. I do not understand why I should have been expected to pay for the same item twice simply because there was an issue locating the receipt.

Despite clearly showing that the money had been taken from my bank account and paid directly to Zara, I was refused both the item and a refund because I did not have the paper receipt. As a result, I left your store having paid almost £46 for trousers that I was not even allowed to take with me.

The entire experience was humiliating, stressful, and unacceptable. I am particularly disappointed by the lack of empathy and professionalism shown by Sammy, especially considering I was trying to resolve the situation honestly.

After being a regular Zara customer for many years, this experience has completely changed my opinion of your company, and at this point I do not feel confident returning to shop with Zara again.

I look forward to your response.

Kind regards,
Nina

I would like to thank the customer service lady with the blonde hair in the Lakeside store. She maybe Polish. Anyway she was so professional &most helpful. A pleasure to deal with. She is an asset to the store.
Thank you so much.

Yes, like the other reviewers I feel I have been badly let down. There is no way to contact ZARA except through their chat and that is answered by AI. After several requests one can get put through to a human, but that human is not in the UK and can only give standard answers. Twice I have had the chat terminated as it had timed out so all the information I had put in was lost. Such a pity, they sell some nice clothes but they have no customer service to back it up