Zara Reviews 

The stores are fantastic, the clothes are great but the customer service and staff are all unhelpful, unhappy and as useful as a chocolate teapot. I'm not sure if the company does any reviews on staff and I'm sure the job interview would be "you can walk and have a heart beat" you are hired.
All the shops on Oxford ST need a review on staff, on customer service, customer interaction and how to help customers.

Dear lord, great shop but being able to contact customer services is like chase a man that doesn’t like you! Or trying to get your teenage to update you on plans! Yet, when they message you have 2 min exactly before they move on and shut you down, and you’re back to being confused, neglected and annoyed. Please Zara sort it out! Not hard. Have one in platform for customer service and do it well.

Order 54655513768, return was recieved by zara 7 days ago on 22nd of April and still hasn't been refunded. Contacted customer service and was told they would send me the refund within 48 hours.

48 hours has passed and no refund, contacted customer service again and they said "We regret that we will be unable to advise you further without a resolution." and "We are still working on it, and we'll try to solve it as soon as possible."

Simply unacceptable

Absolutely terrible customer service. I simply need to cancel an online voucher and purchase a new one as I'd entered wrong delivery date. No changes allowed. No cancellation allowed. The chat box was useless. Never again.

I have used the perfume from Zara called "Violet Blossom" for years. However, although the same bottle arrived this time - I have no idea what the ingredients in this bottle are - but they are not what they used to be.! Shocking! A very weak smell and goes on like water.
What have you done Zara?

My parcel was not delivered to me and they are refusing to do anything about it. I am writing to formally raise a complaint regarding an order I placed with your company which has not been received, and your subsequent refusal to investigate the matter further or issue a refund. Despite my attempts to resolve this directly with your customer service team, I have been informed that no further action will be taken. This leaves me in the unacceptable position of having neither received the goods nor been reimbursed. Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, I am entitled to receive the goods I have paid for within the agreed timeframe. If the goods are not delivered, the retailer remains responsible for resolving the issue. Furthermore, if delivery does not occur, I am legally entitled to a full refund. Responsibility for the goods remains with the retailer until they are in my physical possession. As the items have not been delivered to me and your refusal to investigate or provide a refund is a breach of my statutory rights. I therefore request that you: - Conduct a full investigation into the missing order immediately - Provide a full refund without further delay if the goods cannot be located If this matter is not resolved within 14 days of this email, I will have no option but to escalate the issue further. This may include initiating a chargeback through my payment provider and seeking advice from Trading Standards. You are acting illegally, shame on you!

I bought four items of clothing from zara uk. When the package arrived one item was missing. So I contacted zara via there WhatsApp. The adviser on the first day said they would refund the cost of the missing item and the cost of the postage, since I was having to repurchase the item.

But I didn't get the postage cost refunded. So I contacted the zara WhatsApp once more today. This time the advisor rushed through dealing with me, without understanding what had happened the previous say it seems. As she said I had returned two items and wasn't allowed to refund postage.

Yet I hadn't returned two items I had returned one item and was refunded for a missing item. But she ended the communication before I had time to explain.

I am now really annoyed as this is a unpleasant interaction with someone who wasn't even trying to understand the situation. So I doubt I'll be shopping with Zara again. I don't like or need bad customer service.
Denise Clark

I am extremely disappointed with the way Zara has handled my situation.
After leaving a previous review about poor customer service, Zara contacted me publicly via Google, asking me to get in touch so they could help resolve the issue. This gave the impression that they were willing to take responsibility and find a solution.
However, when I followed this up, the experience only got worse.
I originally ordered a dress in my usual size (medium), but as Zara sizing can be inconsistent, it did not fit properly. I then ordered the same dress in a larger size, which fit correctly. At the same time, Zara returned the original dress back to me, claiming it had been worn and was not suitable for a refund.
This was simply not true.
I went into store the same day and spoke to the manager (Gorkem) I had previously dealt with when this issue first started. He inspected the dress and confirmed it was in perfect condition , unworn, with tags still attached.
Despite this, when he attempted to process the return, the system refused it. He then contacted customer service on my behalf and clearly explained that:
The item was unworn
It was in perfect condition
There was no valid reason to reject the return
I would also like to highlight that this item was purchased using a gift card given to me by my son for Mother’s Day, which makes this situation even more upsetting.
Customer service still refused, stating there was “nothing they could do” because the item came from the warehouse.
Because of this, I am now in a completely unreasonable position where I have had to return the dress that actually fits me, simply because I am stuck with two identical dresses in different sizes and cannot afford to keep both.
This is unacceptable.
Not only was I encouraged to reach out for help, but when I did, I was dismissed and made to feel like I was being dishonest , despite clear evidence and support from a store manager.
If Zara is not willing or able to resolve customer issues, they should not publicly respond to reviews pretending otherwise. This creates false expectations and wastes customers’ time.
I am now left out of pocket and extremely frustrated by the lack of accountability.
(Order number: 54199046763)

Ordered for the first time from Zara. 5 items arrived as expected. I opened the box, tried the items on, didn't like them/they didn't fit, put them straight back in the box and sent the box the very next day. Zara received the items and marked all as returned. They have only refunded me for 4 of the items stating that a pair of jeans did not pass their quality control check. So far they won't tell me what is wrong with the jeans, they haven't supplied photos either. I know there is nothing wrong with them, I literally put them on once and reboxed them. I have never experienced anything like it! I will not give up on getting these jeans refunded as this seems like a scam to me. Now I've read the reviews I can see this is not uncommon. Absolutely not what you'd expect from a company like this. I will never shop with them again. If I could give zero stars I would.

Their staff have been trained to chase and falsely accuse black shoppers of stealing. The next announcement I hear from them better be about those staff being fired, or I'll boycott there shops

Perfumes are nice but expensive!

Ordered a blouse online which had lace panelling. Only wore it a couple of times but noticed after washing as per instructions that the panelling was coming away from the fabric in places. The fabric is very delicate so it will be difficult to repair. Have taken photos which I have submitted online but no reply as yet. Really poor quality item for the money paid and based on the number of poor Zara reviews, I’m not confident of even getting a reply let alone any form of compensation.

I would leave 0 stars if I could. I have experienced the same as the other reviewers regarding customer service. It is impossible to get a meaningful response. Any emails from them are noreply, they do not allow you to speak with them, the chat service (based in India) is appalling they simply read from scripts, take several minutes to get back after each dialogue then end the chat without warning when it isn't finished. No option to get a transcript of the chat before they end it. Like another customer review, I also ordered a set of Zara perfume, paid £35.99 and on the box is a label showing reduced to 29.99 euros. My purchase is in UK £. My item is also faulty it leaked in transit. Days later there is no sign of my replacement product leaving the warehouse and they won't allow a refund instead.

I should have know better than to entertain Zara again, as my son bought a linen shirt £60 a couple of months ago, after following the washing instructions to the letter, it shrunk first time washed and now does not fit. They are not interested, will not even replace or exchange for gift voucher.

Beware - do not purchase anything from these!

Due to stock levels I had to pay 2 delivery charges for items which was annoying but I accepted. Returning the items was a nightmare, I spent hours on a WhatsApp chat with bots and people trying to get a single return label so I didn't have to pay for 2 returns (as Zara's T&C's state, more than one order can be returned at the same time). Terrible waste of time and I will be avoiding online purchases for Zara.

It's little more than disgusting online customer services, to be fair. It's never been great but it's now worse then useless. There is no number to call. They have a robot answering WhatsApp service that today, took 1.5 hours to respond, then cut me off when I didn't reply in 2 minutes. I have had 4 online orders delivered late when I paid for next day shipping and so I couldn't collect them. In all 4 times, they didn't refund me. So be aware, IF YOU DON'T PICK UP YOUR ORDER FROM THE PICK UP POINT, THEY WILL NOT REFUND YOU. Instead, like me, it will take you months to chase them and stay online hours, wasting your time, not theirs, for them to action a refund. However inconvenient, you are best going to a shop. Don't assume they have moved into the 20th Century.

Bad bad customer service I Ordered 2 Zara perfume I paid £35.99 each when I received can see on box £29.99 When I messaged then response was very bad not helpful at all I am very unhappy very bad customer service.

Wow- as someone who has worked in the legal team of retailers for 15+, it seems clear that Zara adopts very poor consumer practices. If you want Next Day delivery - please be aware that this can be “disapplied” at checkout without notification. I.e. you choose next day and you are expecting a delivery the next day that won’t arrive. Both my sister and I have experienced this in the last two weeks.

Customer Services deliberately misled me on the issue, implying that I chose standard delivery and eventually conceding that next day delivery cannot always be met (I have screenshots!). The chat then mysteriously cut off!!

My receipt shows that next day delivery fee was removed with a “promo” reference. This appears to be a deliberate attempt to mislead consumers and prevent them from deciding against a purchase if it cannot be received next day.

ALSO - two customer service chats were cut when I asked for evidence etc. I see from the reviews here that this appears to be standard procedure from the retailer. Will be referring to the CMA - as very much looks like deliberate misleading practices rather than a UX checkout issue. Don’t expect action on my single complaint but a pattern of behaviour will raise concerns..

I’m extremely disappointed with the customer service from Zara. I’ve contacted them multiple times regarding my refund and keep receiving responses saying the issue has been resolved, when clearly it hasn’t. A month later, I am still waiting for my money.

This level of service is unacceptable. The lack of follow-through suggests poor management and an inefficient support system that needs serious improvement.

I will take this further.

The very worst company I have ever dealt with
It’s a shame because the products are good but customer service is zero
I returned two rugs and got a confirmation only one rug had been received back. I sent both back together
I was asked the same question over and over again with each chat . You can’t actually speak to a human being, no phone number and they don’t answer emails until long afterwards
Customer service is appalling Avoid
£70 out of pocket

Terrible company you can’t get to speak to anyone and they keep you waiting for so long then when you connect with agent they ask you to give all details then pass you on to a so called specialist team it’s the worst customer service ever!!!!
My experience was order not delivered to a collection point but they said it was there go and check again, I never received notification that they had delivered my order and I could collect
3 times I went but no parcel.
finally agent said they had a problem and couldn’t deliver part of my order so he cancelled it and refunded me said that the other half of my order was delivered So back again I go still no parcel, on the chat line again told they were investigating with the delivery company and I should hear back in 48 hours, so I waited no contact from them after 4 days back on chat for well over an hour just going over and over the same issue.
I got an email 2 weeks later to say it had been delivered according to the delivery company but they were willing to allow me to re order you can not reply to the email address and you can not raise a formal complaint , my situation is so frustrating and disappointing annoying but they don’t respond to you the way respectful company would.
Today I went through it all again finally said the would refund me, I said that they should offer me a gesture and make me a happy customer they assured me that would happen Well it did in the form of free postage on my next order, what an insult the time I have wasted and the money they have held on to for weeks now, will never forget the hassle of online shopping with ZARA 😡